Tickets search doesn't work

Problem reported by Emanuele Tomasi - 10/6/2015 at 2:30 AM

Submitted

Hello everyone,

I have a big problem with SmarterTrack version 11.3.5752

The search of the tickets doesn't work,everything I search the result is always the same :

"There are no items to show in this list"

I tried to perform a procedure to redirect search tables(truncate etc.) with the blocking and then restarting the IIS, it ran for 10 seconds (he found a ticket that I tried), but in the next research no longer worked.

In the previous version the search work.

Can someone please help me? Because in our company a lot of people use it and the search is very important.

Thanks!

10 Replies

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Ben Santiardo Replied

10/6/2015 at 5:25 AM

I just tried the search function and it worked perfectly fine, I just upgraded to 11.3.5752 yesterday. Can you be more specific on your search criteria? Is it a particular portion of the search that isn't working?

____________________________________

Ben Santiardo, Senior Programmer Analyst

Eastern Suffolk BOCES

Emanuele Tomasi Replied

10/6/2015 at 6:52 AM

Hi, I have your version "11.3.5752" but if I search by name, ticket number, or any word that is in the ticket, the result is "There are no items to show in this list"

Ben Santiardo Replied

10/6/2015 at 7:11 AM

I just tried it again and here are my results:
- Search String: Works For All Types (Everywhere, Subject, Comment)
- Search By Ticket # Also Works

I am going to take a guess that there is a problem with your installation? Hopefully SmarterTrack can help you out. But from my perspective (tested and verified), the search functionality does work.

____________________________________

Ben Santiardo, Senior Programmer Analyst

Eastern Suffolk BOCES

Emanuele Tomasi Replied

10/6/2015 at 7:24 AM

The installation was perfectly, no error, all OK.

The only problem is this, we have ticket, we have all, but If I search with anything string or number it doesn't work.

I can't reinstall it now because a lot of people use it, I'll have to wait a new version, and try with it.

but it is so frustrating... :(

Ben Santiardo Replied

10/6/2015 at 7:37 AM

Just because you ran through an upgrade/install with no visible errors, doesn't mean there were no errors in the backend that you couldn't see.

I am assuming this was an upgrade you performed on a previous version. Your best bet is to open a support ticket with SmarterTrack if this is a major priority for you.

____________________________________

Ben Santiardo, Senior Programmer Analyst

Eastern Suffolk BOCES

Emanuele Tomasi Replied

10/6/2015 at 7:55 AM

Yes but before works... i don't know.

A support ticket equired a payments?

or they can give me some solution or activities to do to try to solve it?

Employee Replied

10/6/2015 at 8:40 AM

Employee Post

Hello,

There were some changes in regard to Advanced Searching that made it function as an 'AND' instead of an 'OR' search. So if you search for Test and you have a Ticket with Test in it then it will find that ticket. If you Search for 'Test Something' and you dont have a ticket with BOTH 'Test' AND 'Something' in it then you will not see a result. This was changed by design so that Advanced Search will return more relevant search results which also allows us to enable sorting on the grid after an advanced search. Unfortunately, with these changes there was a side effect to the 'quick search bar.' that has caused it to not return results on some systems. We are fixing this now and will be releasing a minor update soon.

Thank you,

Ashley

Emanuele Tomasi Replied

10/6/2015 at 8:51 AM

I'll wait this minor update.

Thanks a lot!

Emanuele Tomasi Replied

10/26/2015 at 5:44 AM

Hi,

I do this, but a problem persists

can you help me?

User Replied

1/26/2016 at 8:17 AM

Hello, Unfortunately we are not seeing any search issues here locally and there are currently no open tickets (that i am aware of) for this issue. Since it may be unique to your install i recommend on submitting a support ticket so that we can take a closer look at your database. Also, its always a good idea to make sure your on the latest build before submitting a ticket.

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