Inconsistent Search Operations

Hello, please see the attached screen capture from one of our technicians.  The search function in TDNext doesn't seem to be consistent.

Any ideas?

Asked by Tevis Boulware on Tue 1/11/22 5:51 PM Last edited Tue 1/11/22 5:51 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 1/12/22 9:15 AM

Hello Tevis,

After checking out the recording, the real complaint seems to be when the tech pastes/enters an all numeric search term into the ticket app-level "ID/Search" bar.

The way that bar is designed, if an all numeric value is provided as the search term, it will *always* interpret that value as a potential ticket ID and will try to match the numeric term provided with an existing ticket ID. This is to allow users of the ticket app to quickly pull up known tickets by ID and is an intended behavior of that bar.

If the tech want to perform searching within a ticket's description or various fields for a term that is all numeric and which is not specifically the ID of a ticket, we would recommend they open the filter panel in the ticket app and use the dedicated "Text Search" field.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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