Forum Discussion

Mary Forbes's avatar
Mary Forbes
Active Contributor
8 years ago

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

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?
Problem
  • Kevin Ruschman's avatar
    Kevin Ruschman
    Active Contributor
    8 years ago
    Hey Glenn, any update on this? Up for contract renewal on the 30th of this month. We've already decided as a company that between this issue and the requirement for an annual contact that we are taking our $17,200 a year elsewhere if this isn't fixed by then.
  • Kevin Ruschman's avatar
    Kevin Ruschman
    Active Contributor
    8 years ago
    Can we not worry about "improvements" and just make the functionality work?
  • GlennD's avatar
    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. 

  • Kevin Ruschman's avatar
    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's avatar
    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.

  • Mary Forbes's avatar
    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!!

  • Andreas Kyriaki's avatar
    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's avatar
    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.