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Differing search results between search preview and when enter is pressed on search bar?

When I type a serial number into the search box (this serial number is associated during ticket creation in one of the fields that appear on the right hand side of the created ticket) I get no results in the preview (I get the message "We couldn't find anything matching your search.Try again with a different term, or refine your results with Advanced Search"), but if I hit enter then the ticket I am searching for appears in the search results.

If this serial number is written in the Summary or Description of the ticket, then it can be found in this search preview. 

This happens for other information that appears in the right side of tickets. Is there a way for these tickets to appear during the search preview instead of it appearing that there are no tickets with the info you are searching for?

1 answer

0 votes
Brant Schroeder Community Leader Dec 24, 2020

Quick search functions different then regular search and is lighter to provide speedy AJAX results.  It only searches text from specific fields.  You can expand the search by using specific search terms.   Even when using search terms the number of fields searched is limited to provide a speedy result.   You can learn more about quick search here and how to

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