OTRS 5 search issues

[firebolt]

Hello!

We use OTRS in Russian language. After upgrading OTRS from 4.0.8 to 5.0.5 we got issues with the search engine. The engine can not find the tickets with words written in Cyrillic letters in the subject of the ticket, if these tickets were created after the OTRS upgrading. In other words, if we looking for the tickets with Russian words in the ticket's subject, it will find only those tickets which were created before the upgrading.

Also there is an error message in the System Log that says:

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Tue Jan 5 15:53:22 2016	error	OTRS-CGI-10	Need Search, UserLogin, PostMasterSearch or CustomerID!
Tue Jan 5 15:53:22 2016	error	OTRS-CGI-10	Need Search, UserLogin, PostMasterSearch, CustomerIDRaw or CustomerID!

Maybe there are interrelations between this error and the search issue.

Will appreciate any help!

[root]

What's your setting of Ticket::SearchIndexModule?

[firebolt]

What's your setting of Ticket::SearchIndexModule?

It is StaticDB.

[firebolt]

I've ran Index Rebuild

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bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuild

And after this action I can't find even one ticket with russian words in the ticket's subject

[firebolt]

Maybe some one can tell anything about the messages from System Log?

[EXG133]

You need to check in /var/log/messages what the complete errormessage is. System Log often leaves out essential information.

[firebolt]

You need to check in /var/log/messages what the complete errormessage is. System Log often leaves out essential information.

In /var/log/messages I found this:

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[Fri Jan 15 14:56:49 2016][Error][Kernel::System::CustomerUser::DB::CustomerSearch][189] Need Search, UserLogin, PostMasterSearch, CustomerIDRaw or CustomerID!
[Fri Jan 15 14:56:49 2016][Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][297] Need Search, UserLogin, PostMasterSearch or CustomerID!

I have no idea about the reason of these errors.

Here is my Config.pm

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    $Self->{CustomerUser1} = {
     ForeignDB => '1',
     Name => 'МАЭК',
     Module => 'Kernel::System::CustomerUser::LDAP',
     Params => {
      Host => 'svr.domain.local',
      BaseDN => 'dc=domain,dc=local',
      SSCOPE => 'sub',
      UserDN => 'cn=Admin,ou=Administrators,dc=domain,dc=local',
      UserPw => '*******',
      SourceCharset => 'utf-8',
      DestCharset => 'utf-8',
      AlwaysFilter => '(&(objectCategory=User)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))',
     Params => {
		port => 389,
		timeout => 120,
		async => 0,
		version => 3
		},
    },
    CustomerKey => 'sAMAccountName',
    CustomerID => 'mail',
    CustomerUserSearchListLimit => 900,
    CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
    CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
    CustomerUserPostMasterSearchFields => ['mail'],
    CustomerUserNameFields => ['givenname', 'sn'],
    Map => [
      [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
      [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
      [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var', '', 0 ],
      [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
      [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ],
      [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
      [ 'UserTitle', 'Должность', 'title', 1, 0, 'var' ],
      [ 'UserDepartment', 'Департамент', 'department', 1, 0, 'var' ],
    ],
  };

Do I have to add these new fields into the mapping?