HESK Ticket Search

[vvillanueva]

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What terms did you try when SEARCHING for a solution: ticket, message, ticket search, message search

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Hello,

Tried figuring this out but when we try to search through our tickets via words in the message field it just hangs and then eventually loads a blank screen. Searching for every other field works except for the message field. Not sure how to fix this. I have tinkered around with the MySQL tables to see if it was setup incorrectly but still nothing has worked.

Any suggestions?

Thanks in advance

[Klemen]

1. Does this happen for a specific keyword or if you try searching anything?
2. Do you get any error messages if you turn "Debug mode" ON in HESK Settings (help desk tab > features)?
3. Do you have access to server error logs? If yes, are there any mention of file "find_tickets.php" inside?
4. How many tickets do you have?
5. Does knowledgebase search work OK?
6. Do you get the same error if you repeat your search in HESK demo?

[vvillanueva]

1. Does this happen for a specific keyword or if you try searching anything?
2. Do you get any error messages if you turn "Debug mode" ON in HESK Settings (help desk tab > features)?
3. Do you have access to server error logs? If yes, are there any mention of file "find_tickets.php" inside?
4. How many tickets do you have?
5. Does knowledgebase search work OK?
6. Do you get the same error if you repeat your search in HESK demo?

1. So far it fails when I search anything. I've tried specific names or keywords within the ticket message and no results.
2. I have tried this with "Debug mode" on and it doesn't give me any error when I run the search from within the server or outside of it.
3. I do have access to server logs but when searching for "find_tickets.php" it gives me no results.
4. According to the rows in the MySQL table. Looks like about 7,987 tickets.
5. Yes the knowledgebase search works.
6. No I don't get the same results when running this on the demo site. Whether it be on the server or not when I search with the demo site for message it works.

[Klemen]

That's very strange.

Are you using original Hesk or a modified version?

Do you have mod_security running on the server? If yes, anything in the audit log?

If you are willing to give me FTP access to your help desk so I can run some test let me know in a pm.

[Klemen]

Forgot to ask: what version of MySQL are you using (you can check in Hesk settings page)? If a very old version (pre 4.1) this could be the issue.

[vvillanueva]

That's very strange.

Are you using original Hesk or a modified version?

Do you have mod_security running on the server? If yes, anything in the audit log?

If you are willing to give me FTP access to your help desk so I can run some test let me know in a pm.

No I haven't installed a modified version. I had downloaded everything directly from hesk.com and installed it using the step-by-step guide

Forgot to ask: what version of MySQL are you using (you can check in Hesk settings page)? If a very old version (pre 4.1) this could be the issue.

We are using Server version: 5.1.73-community MySQL Community Server (GPL)