[rt-users] Quick Search in 3.8.1 doesn't include Resolved Status

[Helmuth Ramirez]

Thanks Greg for the tip.  That does work :)  And I completely understand where you're coming from.  On our end when we're searching for a ticket, 99% of the time its to look for something that's already been done/resolved (end users calling for status, etc).

Thanks
Helmuth


-----Original Message-----
From: Greg Evans [mailto:gevans at hcc.net]
Sent: Thu 9/4/2008 6:42 PM
To: Helmuth Ramirez; 'Jesse Vincent'
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
 
They can still search resolved by using a format like '<search term>
resolved' I have the same issue, in which we need to search resolved tickets
as it makes it much easier to find someone since most of the people that
call us don't have a clue what their email is (hard to believe I know) or
have 10 different emails that they give us

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth
Ramirez
Sent: Thursday, September 04, 2008 3:03 PM
To: Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved
Status

I'd love to say I'd write the patch, but sadly Perl (or any coding for
that matter) is not my strong point.  Not from a lack of trying though,
I went out and bought a Perl book just to help me understand RT better
:)  Unfortunately I haven't used it yet :(

Oh well, I'll tell them they'll have to use the standard Tickets section
for their searches going forward.

Thanks Jesse for the quick response.
Helmuth

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Thursday, September 04, 2008 5:58 PM
To: Helmuth Ramirez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved
Status




On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote:
> Hi everyone,
> 
> A couple of my users noticed our newly upgraded version of RT (3.8.1)
> handles the quick searches differently from past versions (3.6.3).
When
> they perform a Quick Search, it does not search on Resolved tickets
> anymore.  The quick search was how we were able to quickly pull up
> historical resolved tickets.  Is this something I can turn on globally
> somewhere?

I'd take a patch to make it configurable, but generally, we've found
that more often than not, users want to search current tickets quickly.
Limiting it to only open tickets makes the actual search much faster and
less cluttered.

> 
>  
> 
> Cheers!
> 
>  
> 
> Helmuth Ramirez
> 
>  
> 

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