Search engine

RT Users
1

Hello,

Any comments regards this will be much appreciated because this is
critical issue for us. Once you search from the search engine (for
example vlan 90) nothing is displayed as results. However if you try to
search for “vlan 90” correct results are displayed. So far, this is a
big issue, because my colleagues from Support department should know the
exact phrase of the subject of the ticket or their ID which is quite
frustrating. Is there any work around or probably an addon for RT which
should enable “this” type of search.

2

Forgot to mension - we are using RT 4.0.10

3

Hi,

I’ve reproduced your problem using RT 4.0.8 using the quick search, since
I’m assuming this is where your trying this query?

When you use the quotes it treats the search argument as a string, when you
enter just a number it searches for that ticket ID.
So if you want to search for a number (just a number) you use quotes to
stop RT from looking for a ticket ID.

So far the above scenario is kinda what they mention on the search page:

Search for tickets by entering id numbers, subject words “in quotes”, *

queues* by name, Owners by username, Requestors by email address, and
ticket statuses.
Any word not recognized by RT is searched for in ticket subjects.
Entering initial, active, inactive, or any limits results to
tickets with one of the respective types of statuses. Any individual status
name limits results to just the statuses named.
Start the search term with the name of a supported field followed by a
colon, as in queue:“Example Queue” and owner:email@example.com, to
explicitly specify the search type.
CFs may be searched using a similar syntax as above with cf.Name:value.
For the full power of RT’s searches, please visit the search builder
interface https://rt.bkwi.nl/Search/Build.html.

But in this case, you search for a word + number. I’d personally expect RT
to treat that entire phrase as a string, so this might be a bug?

Though on the other hand, the above text from the search page clearly
states that subject words should be “in quotes”. Which might mean that this
is by design.

Anyways, personally I agree with you and I’d expect a different behaviur in
this situaiton.

But I don’t know exactly how this part “should” work, so maybe someone from
bestpractical could drop a line on “this is by design” or “this is a bug”?

Bart G.2013/4/11 Явор Маринов ymarinov@neterra.net

Forgot to mension - we are using RT 4.0.10

Hello,

Any comments regards this will be much appreciated because this is
critical issue for us. Once you search from the search engine (for example
vlan 90) nothing is displayed as results. However if you try to search for
“vlan 90” correct results are displayed. So far, this is a big issue,
because my colleagues from Support department should know the exact phrase
of the subject of the ticket or their ID which is quite frustrating. Is
there any work around or probably an addon for RT which should enable
“this” type of search.

4

That’s right, using the quick search is returning no results if you are
not using “string with a space”

When I saw the information on the search engine, i really got upset
because search engines nowadays doesn’t work this way.

Probably there is a solution for this, and if I find something related
will add a comment here. Thank you for your time.On 04/11/2013 11:47 AM, Bart wrote:

Hi,

I’ve reproduced your problem using RT 4.0.8 using the quick search,
since I’m assuming this is where your trying this query?

When you use the quotes it treats the search argument as a string,
when you enter just a number it searches for that ticket ID.
So if you want to search for a number (just a number) you use quotes
to stop RT from looking for a ticket ID.

So far the above scenario is kinda what they mention on the search page:

Search for tickets by entering *id* numbers, subject words *"in
quotes"*, *queues* by name, Owners by *username*, Requestors by
*email address*, and ticket *statuses*.
Any word not recognized by RT is searched for in ticket subjects.
Entering *initial*, *active*, *inactive*, or *any* limits results
to tickets with one of the respective types of statuses. Any
individual status name limits results to just the statuses named.
Start the search term with the name of a supported field followed
by a colon, as in *queue:"Example Queue"* and
*owner:email@example.com <mailto:owner%3Aemail@example.com>*, to
explicitly specify the search type.
CFs may be searched using a similar syntax as above with
*cf.Name:value*.
For the full power of RT's searches, please visit the search
builder interface <https://rt.bkwi.nl/Search/Build.html>.

But in this case, you search for a word + number. I’d personally
expect RT to treat that entire phrase as a string, so this might be a bug?

Though on the other hand, the above text from the search page clearly
states that subject words should be “in quotes”. Which might mean that
this is by design.

Anyways, personally I agree with you and I’d expect a different
behaviur in this situaiton.

But I don’t know exactly how this part “should” work, so maybe someone
from bestpractical could drop a line on “this is by design” or “this
is a bug”?

–
Bart G.

2013/4/11 Явор Маринов <ymarinov@neterra.net
mailto:ymarinov@neterra.net>

Forgot to mension - we are using RT 4.0.10


    Hello,

    Any comments regards this will be much appreciated because
    this is critical issue for us. Once you search from the search
    engine (for example vlan 90) nothing is displayed as results.
    However if you try to search for "vlan 90" correct results are
    displayed. So far, this is a big issue, because my colleagues
    from Support department should know the exact phrase of the
    subject of the ticket or their ID which is quite frustrating.
    Is there any work around or probably an addon for RT which
    should enable "this" type of search.
5

I think it’s probably good to treat word + number as (subject =~ “word” and
subject =~ “number”) or (subject =~ “word” and id = number). However, as
mentioned quoting number is workaround in the current versions.On Thu, Apr 11, 2013 at 12:47 PM, Bart bart@pleh.info wrote:

Hi,

I’ve reproduced your problem using RT 4.0.8 using the quick search, since
I’m assuming this is where your trying this query?

When you use the quotes it treats the search argument as a string, when
you enter just a number it searches for that ticket ID.
So if you want to search for a number (just a number) you use quotes to
stop RT from looking for a ticket ID.

So far the above scenario is kinda what they mention on the search page:

Search for tickets by entering id numbers, subject words “in quotes”,

queues by name, Owners by username, Requestors by email address,
and ticket statuses.
Any word not recognized by RT is searched for in ticket subjects.
Entering initial, active, inactive, or any limits results to
tickets with one of the respective types of statuses. Any individual status
name limits results to just the statuses named.
Start the search term with the name of a supported field followed by a
colon, as in queue:“Example Queue” and owner:email@example.com, to
explicitly specify the search type.
CFs may be searched using a similar syntax as above with cf.Name:value.
For the full power of RT’s searches, please visit the search builder
interface https://rt.bkwi.nl/Search/Build.html.

But in this case, you search for a word + number. I’d personally expect RT
to treat that entire phrase as a string, so this might be a bug?

Though on the other hand, the above text from the search page clearly
states that subject words should be “in quotes”. Which might mean that this
is by design.

Anyways, personally I agree with you and I’d expect a different behaviur
in this situaiton.

But I don’t know exactly how this part “should” work, so maybe someone
from bestpractical could drop a line on “this is by design” or “this is a
bug”?

–
Bart G.

2013/4/11 Явор Маринов ymarinov@neterra.net

Forgot to mension - we are using RT 4.0.10

Hello,

Any comments regards this will be much appreciated because this is
critical issue for us. Once you search from the search engine (for example
vlan 90) nothing is displayed as results. However if you try to search for
“vlan 90” correct results are displayed. So far, this is a big issue,
because my colleagues from Support department should know the exact phrase
of the subject of the ticket or their ID which is quite frustrating. Is
there any work around or probably an addon for RT which should enable
“this” type of search.

Best regards, Ruslan.

6

I think it’s probably good to treat word + number as (subject =~ “word” and subject =~
“number”) or (subject =~ “word” and id = number). However, as mentioned quoting number is
workaround in the current versions. Â Â

In fact - there’s a ticket about this behaviour.

http://issues.bestpractical.com/Ticket/Display.html?id=22470

-kevin