Search on ticket number doesn't work

[kwilliamsgisi]

I have an installation of OTRS 3.1.3 that is exhibiting infuriating behavior when searching, particularly when searching for a specific ticket number.

When I search for ticket numbers, only about 1% of my search will actually find the ticket number, despite the fact that the ticket does indeed exist in the system. In other cases where multiple tickets have been merged to the ticket number I'm searching, the search results will find those other tickets that were merged, but NOT the ticket number I searched for.

I see similar behavior when searching for some dynamic fields - about 20% of the time search will find nothing in these dynamic fields despite the EXACT value being present on a ticket.

It seems to me that search is highly unreliable. How do I fix this?

[jojo]

the fulltext search can not be used for Ticketnumbers or dynamic fields. Please post a screenshot of your excact search patterns.

Please also note that the actual version is 3.1.7, so you should upgrade

[kwilliamsgisi]

the fulltext search can not be used for Ticketnumbers or dynamic fields. Please post a screenshot of your excact search patterns.

Please also note that the actual version is 3.1.7, so you should upgrade

So, how are you supposed to navigate to a specific ticket if you have the ticket number then? It's extremely unpleasant to go through pages and pages of tickets in the Status View to find the one you're searching for.

Search Parameters:

SearchParameters.png

Search Results - finds nothing:

SearchFindsNoTicket.png

Ticket Zoom View of the ticket - it actually exists:

TicketExists.png

[jojo]

you can add other search attributes like the ticket number via the dropdown below the fulltextsearch textline

[kwilliamsgisi]

Ah. Ok. I see what I was doing wrong.

The search dialog behaves differently than every other search dialog I've used. Select an attribute, click + next to it, then type in the value. I wouldn't consider this user-friendly, but I can see how it makes sense from a database query construction viewpoint. Thanks for the assistance.

[pedmtp]

Thank you so much!