What does the Filter / Search tickets actually do?

[Serenade]

It claims to search both Subject/Message, however it's happened several times where I enter something in the search field I know for a fact was typed in word for word in several emails, but the search ends up finding no results whatsoever.

 

A prime example is I use a canned reply roughly 2 times a week: "Sure thing, your subscription has been cancelled." Searching for that exact sentence brings up nothing. Searching for "subscription" brings up nothing either.

 

I've also made sure the ticket status while searching is set to "Any" but it still doesn't work. What's the deal?

[WHMCS John]

Hi,

At present it searches the ticket subject and the contents of the first message in the ticket.

[Serenade]

Hi,

At present it searches the ticket subject and the contents of the first message in the ticket.

 

Ahh that explains it. So no ticket replies will be searched at all?

[vbatra]

Hi,

At present it searches the ticket subject and the contents of the first message in the ticket.

 

I don't see the searching the contents of the first message in the ticket working, are there any more rules for it?

[vbatra]

any update?

[vbatra]

Brian!! can you please enlighten us?

[brian!]

Brian!! can you please enlighten us?

only if someone enlightens me first!

 

if John says that it's only searching the subject and/or first message of a ticket, then that sounds as though the SQL query is only searching the tbltickets database table - if you wanted a more thorough search, you'd need to query both tbltickets and tblticketreplies tables for your search term.

 

i've attached a report below, which is a quick modification of the Services report, that you can use to search for support ticket replies only - so the existing search will search the subject/1st message, this report will search subsequent replies only - from either the client or support.

 

 

 

you can only filter on fields within the tblticketreplies table with this report... so that's 'Reply ID', 'Admin Name', 'Message' and 'Date'.

 

you may want to ensure that the Reply ID checkbox is always ticked when filtering as the values of this field have a clickable link to the appropriate support ticket page for you to view the ticket in question... the Client Name field will display the name if the reply is from the client, otherwise it will be a reply by an admin/support staff etc.

 

to install, just upload it to /modules/report/ and it should become available from the reports page in the Admin Area.

 

if I was doing this properly for a client, it would query multiple tables to search all messages and then you could filter on all the multiple fields, but i'm just doing this quickly to fill a gap in the existing search... let's see if WHMCS expand the search option in a future release... otherwise, i'll revisit this when I have more time.

 

Download - brians_ticket_search.zip

 

note: you may need at least 5 forum posts before you can download the report.

[vbatra]

I don't know if I am missing something or configured WHMCS incorrectly but I could not make WHMCS search for the first message (message column in tbltickets) of the ticket. Tried this on the WHMCS demo also.

[brian!]

it certainly works on the WHMCS Demo page.

 

log into the admin demo and go to supporttickets.php - http://demo.whmcs.com/admin/supporttickets.php

 

then either search in the sidebar or click the search/filter tab and enter a term into the subject/message field...

 

 

 

weirdly, there was a support ticket in there over a year ago from someone about their server being under attack from daleks - and the search filter finds it.

 

you're not trying the search box in the top-right corner of the page are you ?

[vbatra]

you're not trying the search box in the top-right corner of the page are you ?

 

Yes I was, and I think top right search box should also search for first message/ reply of the ticket.

 

I guess this will go into years long of feature request section now!

[TrippleEx]

Quote

if you wanted a more thorough search, you'd need to query both tbltickets and tblticketreplies tables for your search term.

How can i do that ?

[EAP]

I'm surprised Support's Filter still doesn't search in ticket replies/notes but only checks the first response of each ticket. How everyone deals with this, any workarounds?

Brian's Ticket Replies Search looks a really nice modification, does it still work at WHMCS 8.5.x?