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Is There a Way to Search the Customer Correspondence Content of Helpdesk Tickets?

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Marc McClanahan

The only search capability I can find for searching the content of tickets in Helpdesk is by:

  • Subject

  • Tags

  • Ticket Type

  • Team

  • Assigned To

  • Customer

Each ticket keeps a log of messages sent to and received from the customer who submitted the issue.

Is there any way to search through the body text of these messages in the Helpdesk tickets?

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Marc McClanahan
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We are using the Online version of Odoo 10.saas~14+e (Enterprise Edition).

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Ray Carnes
Best Answer

 Create your own view that inherits the Search View for Helpdesk Tickets and add this:

<field name="message_ids" string="Chatter" filter_domain="[('message_ids.body','ilike',self)]"/>
Example: 
 


 
 
 
 
And find it like this:
 
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Marc McClanahan
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Thank you, Ray. That is extremely helpful! (sorry to take so long to comment)