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Full Text Search Tickets

 
The ticket system and customer support desk features full text search capability to make filtering and finding tickets easier and faster.  Filtering using the Keyword text box on the Filter and Search Panel  filters the search results using the data in the ticket subject line and the body text of the initial ticket and all repines for the keywords.
 
Full Text Search Tickets
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Keyword Filter Text Box

1. Keyword Filter Text Box
Advanced filtering rules can be used in the keyword dialog to control how the search engine weights word usage in determining search and filter results relevance..
 
 
Advanced Filtering
 
Advanced filtering returns indexed results based on word relevance.  A weight is placed on word usage based on the search expression that is entered. Results are calculated based on the number of words in the index, the number of unique words in a record and the total number of words in both the index and the result, and the weight of the word. Additionally word variants are included while calculating search results.  Searching for "baked" would include results for "baker, baking and baked"
 
Full text searches default to natural language mode. No operators are required. A sample of natural language search is a simple search for "error message"
 
 
Depending on how many tickets in the help desk and ticket system a high number of rows may be returned for these common words.  Both the words "error" and "message" carry weight and would be returned in the results if "error" or "message" was used in a reply. How the words "error" and "message" are used in the replies, and their proximity to each other will impact where in the search result a ticket is returned.
 
Using Operators
 
Adding Operators to the search expression will return more accurate result set with fewer tickets in the results.
 
 
  •  Adding the "+" operator before words adds weight to those words and causes the search engine to return using a slightly different search mode.
     
    example: +error +message (both "error" and "message" are required in the results)
    example: +error message ( "error" is required and "message" is optional )
     
  • Adding the "-" operator before a word tells the search engine specifically excludes the word. 
     
    example: +error -strange ( "error" is required and "strange" must not appear in the results)
    example: +error message -strange ( "error" is required, "message" is optional and "strange" must not appear in the results)
     
  • Adding the "~" operator before a word tells the search engine that the following word contributes negatively to the relevance of the row (which is different to the '-' operator, which specifically excludes the word.)
             example: +error ~strange ( "error" is required and tickets that contain strange are still returned but are lower in priority in the results)
     
  • Anything enclosed in the double quotes is taken as a whole (so you can match phrases)
     
    example: "strange error message" ( the exact phrase "strange error message" must be found in the ticket in order to be included in the filter  results)
     
  • The wildcard character or "*" indicates zero or more characters. It can only appear at the end of a word.
     
    example: tim* (returns results for words that start with "tim" including time, timid,  timbers, timarau and more.
     
 
 
Not all features may be available to all users.  Features and options depend on user permissions and subscription level.