8.1.02 Oracle Solaris Just finished a full reindex
When I query for a full incident number in the Global Search field from the any console, i.e.Overview Console, sometimes it find a match and other times it does not. For example, INC002000102345 returns a match and INC002000102346 does not. It is not a permission issue or a tenancy issue because I see both incidents in my console. I just cant query them both from the Global Search field. What I notice is that the one that does get returned, INC002000102345, the incident number is highlighted in the Excerpt column so I think FTS is searching the Excerpt field not the actual incident number field. Has anyone seen a similar issue and is this working as expected? I would assume that I can type any valid incident number and get a result, but maybe not? Are there use cases that this is not true? How does the Excerpt column in the FTS results get populated? TIA Keviin
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