How to change the default search ticket parameters

[guillo]

By default the OTRS comes with the "search full text" option. This type of search will cause problems like hangs or slowness of response once the database has reach a certain number of records (millions).

It is highly recommended to make a more efficient search by ticket number (if its a ticket what you are looking for of course ).

to change the default search parameters go to:

SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewSearch

Look for: Ticket::Frontend::AgentTicketSearch###Defaults###Fulltext
deactivate the checkbox and activate :
Ticket::Frontend::AgentTicketSearch###Default###TicketNumber
(you can choose any other default option this way)
Update.

This will leave the Search By Ticket Number as default, leaving the option to search in the whole DB IF needed.

This will prevent your agents for making ticket searches in the WHOLE database, thus incrementing efficiency and resources.

[crythias]

Another search param to consider is:
Ticket::Frontend::AgentTicketSearch###Defaults###TicketCreateTimePoint
TicketCreateTimePointFormat=day;TicketCreateTimePointStart=Last;TicketCreateTimePoint=30;

This allows searching by default tickets created in the last 30 days. If you choose "Before" instead of "Last" it will be "older than 30 days ago". "day" can be: minute,hour,day,week,month, or year

[guillo]

Another search param to consider is:
Ticket::Frontend::AgentTicketSearch###Defaults###TicketCreateTimePoint
TicketCreateTimePointFormat=day;TicketCreateTimePointStart=Last;TicketCreateTimePoint=30;

This allows searching by default tickets created in the last 30 days. If you choose "Before" instead of "Last" it will be "older than 30 days ago". "day" can be: minute,hour,day,week,month, or year

That's a great tip to improve searches even more!!

I have a question, is there a way to complete delete the FULL SEARCH field from the search ticket screen?

[crythias]

is there a way to complete delete the FULL SEARCH field from the search ticket screen

remove

Code: Select all

            {
                Key   => 'Fulltext',
                Value => 'Fulltext',
            },

from Kernel/Modules/AgentTicketSearch.pm but to anyone else who does it, it may break other searches.

[guillo]

Thanks a lot. I did it and worked like a charm.

[archanav]

Hi,

Is there a way to change the criteria of the attributes from 'and' to 'OR' condition?
As in by selecting 2 attributes in the search parameter, the condition becomes 'And' and not 'OR'. Is there a way to change to an "OR" condition.

Please help