Knowledgebase suggestions during ticket creation display duplicates

[websavers]

Steps to Reproduce

1. List an article including the word "mail" under multiple categories
   
2. Go to the ticket creation page and type "mail" in the message field
   
3. Tab to the next field or click outside of the message box
   
4. Notice duplicate results for the knowledgebase suggestions
   

 

I'm pretty sure those are the steps to reproduce. I can't be 100% sure, but I think the articles that are being duplicated in the KB suggestions list are ones that are filed under multiple categories. My guess is that the list of articles provided to the template file is built by iterating through each category and retrieving the articles within. However if you have articles that are filed under multiple categories then this search method results in duplicates.

 

If my guess is correct, then the list of articles provided to the template either needs to be checked for duplicates beforehand or it needs to iterate through the complete list of articles without having to scan category by category.

 

If my guess is incorrect, then I'm unsure why duplicates would be appearing.

 

Cheers,

 

Jordan

[ServWise.com]

Same here.