Description
We are running Znuny 7.3.3 (latest version) and we are experiencing issues affecting the Agent search functionality, both in the toolbar and in the standard fulltext search.
The environment has been tested in both:
- a clean Znuny 7.3.3 installation
- a migrated installation from Znuny 7.1.6
The behavior is reproducible in both cases.
1. Toolbar Customer Search not visible
The following toolbar modules are correctly configured in SysConfig:
Frontend::ToolBarModule###230-CICSearchCustomerID
Frontend::ToolBarModule###240-CICSearchCustomerUser
Configuration details:
Module: Kernel::Output::HTML::ToolBar::Generic
Data: AdditionalSearchParameters = SearchType=CustomerID
Expected behavior
When enabled, the Agent Toolbar should display:
Customer Search (CustomerID)
Customer User Search
as documented in Znuny 7 Agent Interface Toolbars.
Actual behavior
Ticket search modules (Search Profile / Fulltext) are displayed correctly
Customer Search modules are NOT rendered at all in the toolbar
No Customer Search icon or dropdown entry is visible
Configuration exists and is active in SysConfig
Result
Even though configuration is correct, the Customer Search toolbar entries are completely missing from the Agent interface.
2. Fulltext Search inconsistent results
Additionally, we observe an issue with the standard Fulltext Ticket Search.
The fulltext search is accessible and functional from the toolbar, however:
search results are inconsistent compared to Znuny 7.1.6
queries that previously returned results in 7.1.6 now return incomplete or missing results
the behavior is reproducible in both clean and migrated installations
Expected behavior
Fulltext search should return consistent and complete results equivalent to Znuny 7.1.6 behavior, assuming identical configuration and data.
Observed behavior
reduced or missing search results for identical queries
inconsistent behavior compared to Znuny 7.1.6 baseline
potential regression or change in search backend / indexing behavior in Znuny 7.x
Environment
- Znuny version: 7.3.3 (latest)
- Installation types tested:
- clean installation
- migrated from Znuny 7.1.6
- Agent interface: default Znuny 7 UI
- Browser: multiple (Chrome / Firefox)
- Cache: cleared
- Configuration rebuilt
Technical notes
Customer search works correctly when accessed directly via:
AgentCustomerInformationCenterSearch
The UI shows full autocomplete and customer search functionality.
However, the toolbar module:
Kernel::Output::HTML::ToolBar::Generic
with:
AdditionalSearchParameters => SearchType=CustomerID
is not rendered in the Agent Toolbar at all.
Problem summary
There appear to be two related issues in Znuny 7.3.3:
Customer search toolbar modules are registered in SysConfig but not rendered in the Agent Toolbar UI
Fulltext search results differ from Znuny 7.1.6 behavior under the same conditions
This suggests either:
- a change in Agent Toolbar rendering logic in Znuny 7.x
- a change in search indexing or backend search behavior
- or a regression affecting search-related components
Impact
These issues significantly affect agent usability:
- Customer search is not accessible via toolbar
- Fulltext search is not producing expected results
- Overall search workflow is degraded compared to Znuny 7.1.6
Request
We kindly request clarification on:
Is Customer Search via Agent Toolbar still fully supported in Znuny 7.3.3 core UI?
Are additional frontend modules, themes, or packages required to render CICSearchCustomerID and CICSearchCustomerUser?
Has the Agent Toolbar rendering logic changed in Znuny 7.x regarding search modules?
Is there a known regression or change affecting fulltext search accuracy compared to Znuny 7.1.6?
Are there required changes in configuration or indexing to restore previous behavior?
Final note
Both issues (toolbar search visibility and fulltext search inconsistency) were fully functional in Znuny 7.1.6 under the same general usage patterns and configuration approach.
M
Customer search not available in toolbar (CICSearchCustomerID not rendered) in Znuny 7.3.3
Moderator: crythias