[Escalado a 2º nivel] toolset support tickets database

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[malagaS]

Tell us what you are trying to do? search toolset support

Is there any documentation that you are following?

Is there a similar example that we can see?

What is the link to your site? no matter what I search on no results are found in the support search. I see the orange links, but it's critical to have access to any and all possible information when trying to troubleshoot! Is this a temporary thing?

[Nigel]

Where is it you are searching?

I just tried searching for "wpbakery" on the support page to open an issue and it returned expected results, see the screenshot.

Did you mean searching somewhere else?

[malagaS]

yes, the list of support ticket threads - it's coming up empty. "support tickets with solutions matching your entry"

[Waqar]

Hi,

Just as Nigel, I also searched the Toolset Forum and the resolved ticket do show up for search word 'views', regardless of whether I'm logged-in or not.
( screenshot attached )

I did noticed that your screenshot shows a table format for the tickets search, while in screenshots from me and Nigel, they are in a list format.
( screenshot: enlace oculto )

To confirm, you're using the search on this page, right?
https://toolset.com/forums/forum/professional-support/

regards,
Waqar

[malagaS]

yes. https://toolset.com/forums/forum/professional-support/

I don't see any toggle for list vs grid here.

[malagaS]

just looking at your screenshot of the search again - i've never seen it that way. It's always been below the orange links to known issues and such - down below in what you're calling the grid view I guess. it has always returned results there with the ticket title and the picture of the support team member. I hope to get this back - it's so useful. the links up at the top do not give you the obscure case that you get lucky enough to find a bit of code that applies to your unique issue.

[Waqar]

Thanks for writing back and that is very odd.

Have you been accessing this through a particular device and browser? If yes, can you clear your browser's cache and also test this on another device and browser?

If it turns out to be device/browser specific, please share details about them and I'll report this to the concerned team, for further investigation.

[malagaS]

using browserstack tried win 11 chrome and mac latest version chrome. same issue. slightly different. i really need this search - i can't function without it. the os version shows the grid but as empty. the search was on 'views' which should bring up a ton of stuff. also tried 'template code' - nothing. on browserstack i'm not logged in. that shouldn't matter, right?

[malagaS]

(I also tried locally with edge and firefox - they look pretty much the same as chrome. no grid.

[Waqar]

Thank you for sharing these details.

I've passed on this report to the concerned development team and will keep you updated through this ticket.

[malagaS]

Thank you!

[Waqar]

I've received an update.

During testing on our internal website's production and even on its fresh clone, we couldn't reproduce this.

Would it be possible for you to share a screen recording showing the complete steps of how you perform the search and how it shows up?

[malagaS]

the last part of this i was in incognito mode and tried several searches with the same result. i guess the recorder couldn't pick up incognito so it's showing the regular browser screen with the mouse moving around. but i think the first part shows my steps.
enlace oculto

[malagaS]

(also tried it logged in and out in incognito - all same results.

[Waqar]

Thank you for sharing the screen-cast.

The video shows the regular layout in the list format and not the old table format that your earlier screenshots were showing, so I guess the main issue can be considered resolved.

The number of relevant/search results under 'Support Tickets With Solutions Matching your Search:' are set to 5 by design. You can add more search key words to make them more precise and relevant.

Also another tip to go through more targeted search results from the Toolset Forum is to use Google's search:
site:toolset.com 'search word 1' 'search word 2' 'search word 3'