KACE Product Support Question

Why can't the Global Search tool in KACE find a ticket by ticket number?

03/21/2016 1668 views
We have a K1000 appliance and are running v.6.4.120261

I have never had much luck with the Global Search tool in KACE (the one with the spy glass icon). For example most of the time I can't use it to find a ticket even if I enter the ticket number (just the number or TICK:12345...). When I search for a username it will usually find most of the tickets for that user, as well as their account entry. However I get much better results (including more tickets found for a particular user) using the Search List option in whatever module I want to search. If it's tickets I want to search then I need to switch to All Queues and All Tickets, so of course it seems like it would be quicker to use the Global Search. 

I could see the Global Search being more limited to what fields it queries, but you'd think Ticket Number would be one of those fields. Sometimes searching for a ticket number from Global Search works, but most of the time I have to search the list view instead. 

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All Answers

I setup a custom search engine in Google Chrome to take me directly to a ticket:

Answered 03/22/2016 by: chucksteel
Red Belt

  • Thanks for the suggestion... that works very well! I think I will be using it a lot at least.

    The question came up because our director wanted to know how to search for tickets. He won't always have a ticket number, so I was showing him how to search by name or username. The Global Search would be most convenient if it worked consistently, but I have advised him to search the list view for All Queues and All Tickets instead.

    A long time ago I thought I found a document either in the KACE support documents or on this site that explained exactly what fields each type of search would query. My theory is that the Search List is searching all fields and the Global Search is not as exhaustive. I could be wrong about that though. Can't seem to find that info anymore.


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