I reported this already, but did not see any other open discussion on this issue. We are unable to use the search feature to retrieve any incident created after 4/26. This also prevents us from linking tickets to incidents, changes and problems as we cannot find them to link via search feature. When will this be fixed?

Hi Mary,I'm sorry for any issues there.Although I did not see a case that you filed with our support team, we are aware of the Service Desk incident search function failure. Once resolved, we'll also be sure to update this community post with more information.

Thanks Ash. I called in this morning and Patrick remoted in, took a few screenshots and confirmed this was a known issue.

We've been seeing this for the past few weeks actually.

The Search function for Service Desk Incidents should be back to normal now. Please alert us if you find otherwise.

Ash, it looks as if the search has stopped working again. We can no longer use the Search field from the dashboard or when we attempt to link incidents. Our oldest asset are less that 2yrs old, so nothing should be archived.

Search feature is broken - Unable to pull up incidents created after 4/26 in search feature by number or keywords

AshC
Retired GoTo Contributor
8 years ago
Yes, we are getting closer to a permanent fix on this issue. I'm sorry we don't have a set date yet for the release.
Mary Forbes
Active Contributor
8 years ago
This is very frustrating. It has broken our ITIL processes for linking related incidents, problems, and changes. Please ensure this is escalated. Are there any plans to compensate us, such as reduced license fees? 3 weeks is unacceptable. Thanks!
Mary Forbes
Active Contributor
8 years ago
Is it just me or is the search working for new incidents?
David Boisvert
New Member
8 years ago
I don't know about you, but on my side, the issue is still the same.
Mary Forbes
Active Contributor
8 years ago
I am able to search and link new incidents and changes created after 14:45 CST on 7/16 in our system. Still can search anything created in the window between 6/29 20:00 CST and 7/16 unless we use the B# workaround.
Andreas Kyriaki
New Member
8 years ago
We are experiencing issues with the search facility as well.
Not sure which dates are actually affected, but certainly searching on this month's incident numbers and/or key words written is very much hit or miss. This issue has been experienced by the vast majority of my service desk team. In the instances, where we know the incident number, then keying it in the web address, does the trick. But, we don't always know this.
Mary Forbes
Active Contributor
8 years ago
Hello,
This seemed to break again recently, but is working today. We are unable to search/link incidents created between 8:00am CST on 8/16/2017 and 3:20pm CST on 8/24. Anyone else have similar issue between that time frame? We can search using the B#, but unable to link those incidents. FRUSTRATING!!
GlennD
GoTo Manager
8 years ago
Hi,

A fix for this issue has been worked on and I am hopeful for a release early next week. I should know for sure on Monday.
Kevin Ruschman
Active Contributor
8 years ago
Can we get an update on this Glenn? This is a crucial piece for us and makes keeping our changes and releases clean. It's creating a huge amount of added work for us.
GlennD
GoTo Manager
8 years ago
Hi,

I have heard back from the team and I was premature thinking a release might happen at the beginning of this week, so I apologize.

It will be closer to Friday this week when I will know the release date for the fix and improvements that are being made to the search feature.