Fulltext Search extend to query other fields like Ticket Number, etc

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nothingtodohere
OTRS newbie
Posts: 2
Joined: 05 Dec 2017, 08:17
OTRS Version?: 5.0.15

Fulltext Search extend to query other fields like Ticket Number, etc

Postby nothingtodohere » 05 Dec 2017, 09:39

Hello,

Currently we're using 5.0 version of OTRS. What we want is to extend the "Fulltext Search" functionality to search / query on other table fields. At the moment it is only searching based on the Article Title & Body.

For example, we also want it to look for Ticket Numbers & queues based on user input. Is this possible? Where should we modify it?

Appreciate your responses.

Thanks guys :)

alexus
OTRS superhero
Posts: 253
Joined: 20 Sep 2010, 16:54
OTRS Version?: ITSM 4.0.11
Real Name: Alexey Yusov
Company: Radiant System
Location: Prague
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Re: Fulltext Search extend to query other fields like Ticket Number, etc

Postby alexus » 08 Dec 2017, 01:35

Hello,

1. Fulltext search first searches for the ticket number
2. You should modify ./otrs/Kernel/Modules/AgentTicketSearch.pm (from line 492 - my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');h)
Alexey Yusov

Production: OTRS ITSM 5.0.14 on CentOS 7 x64 Linux with MySQL 5.7
Tested: OTRS ITSM 5.0.14
Radiant System OTRS Intergrator
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nothingtodohere
OTRS newbie
Posts: 2
Joined: 05 Dec 2017, 08:17
OTRS Version?: 5.0.15

Re: Fulltext Search extend to query other fields like Ticket Number, etc

Postby nothingtodohere » 08 Dec 2017, 04:43

Thank you so much Alexus!

will try to start from the file you mentioned :)

Thanks,
Cedric


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