What normally works
Normally our search is powered by a super powerful search engine, you can do things like;
- del* => finds partial words like "dell"
- Asset Serials
- Ticket custom fields
- partial names: natha* johnso* => finds "nathan johnson"
- search operators like: nathan -johnson (minus operator)
- And lots more!
What works during the maintenance window
When we are performing DB maintenance on the search engine we fall back to a simpler database query, so basically all you can search for is whole words that would be in a ticket subject.
It doesn't search comments, custom fields, assets, etc. This is just intended to work just enough to get by while our search database is undergoing maintenance.
Hope this helps to explain what is going on during maintenance!