Details
Improvement
Major
Description
When selecting "Ticket Search" in the global search bar, it appears as if only ticket summaries are searched. It would be ideal if we could additionally search ticket replies and notes.
Perhaps some benchmarking is in order to ensure it's not ridiculously slow, but the search isn't as effective as it could be without including ticket reply text.
Originally requested here https://requests.blesta.com/topic/search-content-of-tickets
Activity
We can test it against your databases to start
Tyson Phillips (Inactive)
added a comment - We can test it against your databases to start I updated this branch to search against a FULLTEXT index. This is much faster, hopefully you see a benefit too.
For me, I have 200k replies with 80k tickets and the search page loads in 2.5 to 3 seconds.
Also, I only have it searching replies, not replies/notes, nor all reply types since that requires an additional table join which adds another 1.5 seconds to page load time.
I added the branch for v2.22.0 of the support manager (i.e. blesta v4.10+) because this migration takes a long time. About 35 seconds to create the fulltext index on those 200k records. This can pose a problem during upgrades (e.g. timeouts).
Tyson Phillips (Inactive)
added a comment - - edited I updated this branch to search against a FULLTEXT index. This is much faster, hopefully you see a benefit too.
For me, I have 200k replies with 80k tickets and the search page loads in 2.5 to 3 seconds.
Also, I only have it searching replies, not replies/notes, nor all reply types since that requires an additional table join which adds another 1.5 seconds to page load time.
I added the branch for v2.22.0 of the support manager (i.e. blesta v4.10+) because this migration takes a long time. About 35 seconds to create the fulltext index on those 200k records. This can pose a problem during upgrades (e.g. timeouts). The fulltext index is supported in mysql 5.6+ and mariadb 10.0.5+ which are above the Blesta minimum requirements. We'll need to remove these changes and re-add them when we bump up the minimum requirements.
I think this issue should remain open, as it was postponed for a future version.
The ticket search only searches the ticket information, not reply information. We can search the ticket reply details too, but it will certainly have an impact on performance, especially for systems with lots of tickets. It may be useful to limit the search by a date (e.g. search only the last 1 year of tickets), but this will likely need to be configurable in some way