Full Text Search in Ticketing

Topic

This article covers the new feature allowing for full text search within the NinjaOne ticketing boards. To enable NinjaOne ticketing, please see NinjaOne Ticketing: Setup and Configuration.

Search for text within the content of open, pending and closed tickets, including the ability to: 

• Discover tickets where if provided multiple terms in a search string, results can match across subject, tags and description or a combination of such.

• Sort tickets by relevance, giving a higher weight to matched tags and multiple occurrences inside a ticket.

• Use the getTicketsByBoard as an API endpoint. 

Environment

• NinjaOne Ticketing
• NinjaOne search tool

Index

• How Full Text Search Works
• Perform a Full Text Search

How Full Text Search Works

Technicians can search by relevancy or recency and can only view results for tickets to which they have permission to access. Relevance is ranked in the following order: 

• Ticket ID
• Tag(s)
• Subject
• Assignee (first and last name)
• Requestor (first and last name)
• Description
• Comments
• Technician CC

The search can pull derivative of root words and partial queries; for example, "words" should match "word" and vice versa. Conjunctions and articles like "the" will be ignored. To search for exact matches please put your search into double quotes (quotation marks)—for example, ["test"]. This will search for exact matches instead of derivative matches.

How to Perform a Full Text Search

1. Click Ticketing in the left navigation pane and select a board. A full text search works best on the "All Ticketing" board, because it will not be filtered by status or assignment. 
2. Enter your search terms into the search box at the top of any ticket board (not the global search query at the very top of the page). Search queries are limited to 512 characters. 
3. Use the filters to aid your search. 

Figure 1: NinjaOne → Ticketing: All tickets board → Search and filter tickets

Results are displayed based on subject, description, comments, and tags for tickets to which your account has permission to access. 

4. Review the results on the page. Hover your cursor over the Subject hyperlink to see a preview modal that shows the ticket details. 

Figure 2: NinjaOne → Ticketing: All tickets board → Search and hover cursor preview