Simple search usage

Hi all.

The text from the Simple Search says this:

Search for tickets. Enter id numbers, queues by name, Owners by username
and Requestors by email address. RT will look for anything else you
enter in ticket bodies and attachments.

Searching the full text of every ticket can take a long time, but if you
need to do it, you can search for any word in full ticket history for
any word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.

I’m running 3.6.0, MySQL, FC5, etc.

The only thing that the simple search will do in my instance of RT is
parse the subject. If I prefix with fulltext:, it parses Attachments.
None of the other fields that it claims to search are being searched (
username, email address, queues ). Has anybody else seen this?

David Smithson
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991
Technical Support Hotline: (415) 979 9285
CLICK HERE FOR ONLINE SUPPORT

Correction, search by queue name works, but nothing else. Anyone else
have this problem?

David Smithson

CLICK HERE FOR ONLINE SUPPORT-----Original Message-----
From: David Smithson
Sent: Friday, July 28, 2006 9:47 AM
To: rt-users@lists.bestpractical.com
Subject: simple search usage

Hi all.

The text from the Simple Search says this:

Search for tickets. Enter id numbers, queues by name, Owners by username
and Requestors by email address. RT will look for anything else you
enter in ticket bodies and attachments.

Searching the full text of every ticket can take a long time, but if you
need to do it, you can search for any word in full ticket history for
any word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.

I’m running 3.6.0, MySQL, FC5, etc.

The only thing that the simple search will do in my instance of RT is
parse the subject. If I prefix with fulltext:, it parses Attachments.
None of the other fields that it claims to search are being searched (
username, email address, queues ). Has anybody else seen this?

David Smithson
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991
Technical Support Hotline: (415) 979 9285
CLICK HERE FOR ONLINE SUPPORT

Simple search works for me, except for queue names. Weird !?!
I tried ticket id, email address and had no problem at all.
Dário

David Smithson wrote:

Bizarro, but I was able to solve the “problem”.

I tailed /var/log/httpd/error_log while running a smiple search by username:

Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]
[/opt/rt3/share/html/Elements/QueueSummary:61]
[/opt/rt3/share/html/Elements/Quicksearch:52]
[/opt/rt3/share/html/Widgets/TitleBox:49]
[/opt/rt3/share/html/Elements/Quicksearch:55]
[/opt/rt3/share/html/Elements/MyRT:87]
[/opt/rt3/share/html/Elements/MyRT:61]
[/opt/rt3/share/html/index.html:79]
[/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487)
[Fri Jul 28 17:25:43 2006] [error]: Query error in <<Queue = ‘DeHart’s Printing Services’ AND Status = ‘stalled’>>:
Error near ->s<- expecting a CLOSE_PAREN in Queue = ‘DeHart’s Printing Services’ AND Status = ‘stalled’

I fixed the dumb Queue name by removing the apostrophe ( these queue names were imported from another system ).

Ran tail again and simple search by username:

Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]
[/opt/rt3/share/html/Elements/QueueSummary:61]
[/opt/rt3/share/html/Elements/Quicksearch:52]
[/opt/rt3/share/html/Widgets/TitleBox:49]
[/opt/rt3/share/html/Elements/Quicksearch:55]
[/opt/rt3/share/html/Elements/MyRT:87]
[/opt/rt3/share/html/Elements/MyRT:61]
[/opt/rt3/share/html/index.html:79]
[/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487)

Problem is gone now. Simple search seems to work now with whatever I throw at it.

David Smithson

CLICK HERE FOR ONLINE SUPPORTFrom: Dario Luis Coneglian Oliveros [mailto:oliveros@cpqd.com.br]
Sent: Friday, July 28, 2006 10:04 AM
To: David Smithson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RE: simple search usage

Simple search works for me, except for queue names. Weird !?!
I tried ticket id, email address and had no problem at all.
Dário

David Smithson wrote:

Correction, search by queue name works, but nothing else. Anyone else
have this problem?

David Smithson


CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: David Smithson
Sent: Friday, July 28, 2006 9:47 AM
To: rt-users@lists.bestpractical.com
Subject: simple search usage

Hi all.

The text from the Simple Search says this:


Search for tickets. Enter id numbers, queues by name, Owners by username
and Requestors by email address. RT will look for anything else you
enter in ticket bodies and attachments.

Searching the full text of every ticket can take a long time, but if you
need to do it, you can search for any word in full ticket history for
any word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.

I’m running 3.6.0, MySQL, FC5, etc.

The only thing that the simple search will do in my instance of RT is
parse the subject. If I prefix with fulltext:, it parses Attachments.
None of the other fields that it claims to search are being searched (
username, email address, queues ). Has anybody else seen this?

David Smithson


ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991


Technical Support Hotline: (415) 979 9285
CLICK HERE FOR ONLINE SUPPORT


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

No, that wasn’t the problem. I was wrong. Not related at all, I don’t think. I have discovered that only privileged users are searched in the simple search ( at least I think have discovered this ). I just need to figure out where to change this behavior, I guess.

David Smithson

CLICK HERE FOR ONLINE SUPPORTFrom: David Smithson
Sent: Friday, July 28, 2006 10:31 AM
To: 'Dario Luis Coneglian Oliveros’
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RE: simple search usage

Bizarro, but I was able to solve the “problem”.

I tailed /var/log/httpd/error_log while running a smiple search by username:

Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]
[/opt/rt3/share/html/Elements/QueueSummary:61]
[/opt/rt3/share/html/Elements/Quicksearch:52]
[/opt/rt3/share/html/Widgets/TitleBox:49]
[/opt/rt3/share/html/Elements/Quicksearch:55]
[/opt/rt3/share/html/Elements/MyRT:87]
[/opt/rt3/share/html/Elements/MyRT:61]
[/opt/rt3/share/html/index.html:79]
[/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487)
[Fri Jul 28 17:25:43 2006] [error]: Query error in <<Queue = ‘DeHart’s Printing Services’ AND Status = ‘stalled’>>:
Error near ->s<- expecting a CLOSE_PAREN in Queue = ‘DeHart’s Printing Services’ AND Status = ‘stalled’

I fixed the dumb Queue name by removing the apostrophe ( these queue names were imported from another system ).

Ran tail again and simple search by username:

Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485]
[/opt/rt3/share/html/Elements/QueueSummary:61]
[/opt/rt3/share/html/Elements/Quicksearch:52]
[/opt/rt3/share/html/Widgets/TitleBox:49]
[/opt/rt3/share/html/Elements/Quicksearch:55]
[/opt/rt3/share/html/Elements/MyRT:87]
[/opt/rt3/share/html/Elements/MyRT:61]
[/opt/rt3/share/html/index.html:79]
[/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487)

Problem is gone now. Simple search seems to work now with whatever I throw at it.

David Smithson

CLICK HERE FOR ONLINE SUPPORT

From: Dario Luis Coneglian Oliveros [mailto:oliveros@cpqd.com.br]
Sent: Friday, July 28, 2006 10:04 AM
To: David Smithson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RE: simple search usage

Simple search works for me, except for queue names. Weird !?!
I tried ticket id, email address and had no problem at all.
Dário

David Smithson wrote:

Correction, search by queue name works, but nothing else. Anyone else
have this problem?

David Smithson


CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: David Smithson
Sent: Friday, July 28, 2006 9:47 AM
To: rt-users@lists.bestpractical.com
Subject: simple search usage

Hi all.

The text from the Simple Search says this:


Search for tickets. Enter id numbers, queues by name, Owners by username
and Requestors by email address. RT will look for anything else you
enter in ticket bodies and attachments.

Searching the full text of every ticket can take a long time, but if you
need to do it, you can search for any word in full ticket history for
any word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.

I’m running 3.6.0, MySQL, FC5, etc.

The only thing that the simple search will do in my instance of RT is
parse the subject. If I prefix with fulltext:, it parses Attachments.
None of the other fields that it claims to search are being searched (
username, email address, queues ). Has anybody else seen this?

David Smithson


ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991


Technical Support Hotline: (415) 979 9285
CLICK HERE FOR ONLINE SUPPORT


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

Hi Dario. Do your queue names have spaces in the names? The queues I have were imported from another database, including the spaces in the names. I’ve found that I can’t use simple search to search for tickets in queues that have spaces in the names.

David Smithson

CLICK HERE FOR ONLINE SUPPORTFrom: Dario Luis Coneglian Oliveros [mailto:oliveros@cpqd.com.br]
Sent: Friday, July 28, 2006 10:04 AM
To: David Smithson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RE: simple search usage

Simple search works for me, except for queue names. Weird !?!
I tried ticket id, email address and had no problem at all.
Dário

David Smithson wrote:

Correction, search by queue name works, but nothing else. Anyone else
have this problem?

David Smithson


CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: David Smithson
Sent: Friday, July 28, 2006 9:47 AM
To: rt-users@lists.bestpractical.com
Subject: simple search usage

Hi all.

The text from the Simple Search says this:


Search for tickets. Enter id numbers, queues by name, Owners by username
and Requestors by email address. RT will look for anything else you
enter in ticket bodies and attachments.

Searching the full text of every ticket can take a long time, but if you
need to do it, you can search for any word in full ticket history for
any word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.

I’m running 3.6.0, MySQL, FC5, etc.

The only thing that the simple search will do in my instance of RT is
parse the subject. If I prefix with fulltext:, it parses Attachments.
None of the other fields that it claims to search are being searched (
username, email address, queues ). Has anybody else seen this?

David Smithson


ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991


Technical Support Hotline: (415) 979 9285
CLICK HERE FOR ONLINE SUPPORT


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

I should add that my “solution” was to re-import the queues and squash the whitespace with regex. In fact, I decided to grab the queue names from the customer domain names, rather than the human-friendly names, which may not be relevant to your situation, but worth mentioning anyhow.

David Smithson

CLICK HERE FOR ONLINE SUPPORTFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of David Smithson
Sent: Friday, July 28, 2006 9:17 PM
To: Dario Luis Coneglian Oliveros
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RE: simple search usage

Hi Dario. Do your queue names have spaces in the names? The queues I have were imported from another database, including the spaces in the names. I’ve found that I can’t use simple search to search for tickets in queues that have spaces in the names.

David Smithson

CLICK HERE FOR ONLINE SUPPORT

From: Dario Luis Coneglian Oliveros [mailto:oliveros@cpqd.com.br]
Sent: Friday, July 28, 2006 10:04 AM
To: David Smithson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RE: simple search usage

Simple search works for me, except for queue names. Weird !?!
I tried ticket id, email address and had no problem at all.
Dário

David Smithson wrote:

Correction, search by queue name works, but nothing else. Anyone else
have this problem?

David Smithson


CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: David Smithson
Sent: Friday, July 28, 2006 9:47 AM
To: rt-users@lists.bestpractical.com
Subject: simple search usage

Hi all.

The text from the Simple Search says this:


Search for tickets. Enter id numbers, queues by name, Owners by username
and Requestors by email address. RT will look for anything else you
enter in ticket bodies and attachments.

Searching the full text of every ticket can take a long time, but if you
need to do it, you can search for any word in full ticket history for
any word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.

I’m running 3.6.0, MySQL, FC5, etc.

The only thing that the simple search will do in my instance of RT is
parse the subject. If I prefix with fulltext:, it parses Attachments.
None of the other fields that it claims to search are being searched (
username, email address, queues ). Has anybody else seen this?

David Smithson


ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner – Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991


Technical Support Hotline: (415) 979 9285
CLICK HERE FOR ONLINE SUPPORT


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

Yes, they do. That may be the problem then.
Thanks a lot.

David Smithson wrote:

Huh, that’s interesting to know. And adding quotes around it doesn’t fix it. That seems like some sort of bug to me - it’s useful to have queue names with spaces in them.

Eric Schultz
United Online