Hi,
Currently using an heavily modified version of OTRS 2.3.4 here, we will
upgrade to 2.4.9 soon (at least I hope ...) and discovered a bug/wrong
behaviour within the Search functionnality of FAQ module :
Steps to reproduce :
- Create a new article and fill Problem or Solution or any textarea
field with a text not containing the string 'br' followed by line
feed/carriage return.
- Do a search with the FAQ module Search functionnality on the
expression 'br' (without quotes of course).
- You will see that your recently created FAQ article will appear in the
results even if it does not match the search because it is not
containing the string 'br', the problem is due to the fact that OTRS is
saving the FAQ article text as HTML and so HTML tags are saved in the
database (which is normal) BUT the search is done with an SQL query on
these fields so if you have an HTML tag such as <br /> or <br> or any
others that match then your FAQ article will be (*wrongly*) listed in
your FAQ search results.
This is very annoying if you do some cut/paste operations from shitty
HTML generator like Microsoft Word which generates some specific HTML
tags which could match a lot of strings ...
This is the SQL query sent by OTRS on the database to see which FAQ
articles will match :
SELECT i.id, count( v.item_id ) as votes, avg( v.rate ) as vrate FROM
faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN
faq_state s ON s.id = i.state_id WHERE ((i.f_number LIKE '%br%' OR
i.f_subject LIKE '%br%' OR i.f_keywords LIKE '%br%' OR i.f_field1 LIKE
'%br%' OR i.f_field2 LIKE '%br%' OR i.f_field3 LIKE '%br%' OR
i.f_field6 LIKE '%br%' ) ) AND s.type_id IN (1, 3, 2) GROUP BY i.id,
i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id
ORDER BY i.id DESC LIMIT 200
I think that this is a bug and should be corrected, this occurs within
OTRS 2.3.x / 2.4.x / 3.0.x, I think that independantly of the OTRS
framework/version used all FAQ modules are affected.
Anyone who could confirm the behaviour please before submitting it to
OTRS bugzilla ?
Any thoughts on how to avoid this behaviour would be very appreciate, it
currently affects our production system so I 'm searching a way to fix
it by myself on 2.3.x/2.4.x as I stongly think a fix will not occurs
since the 3.x branch release.
Thanks.
BR,
Laurent
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