Find knowledge base entry from ticket


  • Used Zammad version: 3.1.0 (latest version)
  • Used Zammad installation source: source
  • Operating system: Ubuntu 18.04
  • Browser + version: all

We have created a few KB entries and set them to internal for visibility.
From the KB entry, I can link a ticket. :heavy_check_mark:

But if i want to link a KB entry from a ticket in the request answer field, the search symbol appears briefly and nothing happens after that.

If I enter only one keyword and press ENTER, at the top “no such object” appears .

I have already set the visibility to public, but that was’nt the trick.

Do we have to start an idexing or anything else?

thx for help

Normally the searchindex will be updated automatically.
If this issue appears since updating from 3.0.x to 3.1.x, please rebuild your index with:

rake searchindex:rebuild

If this is a fresh install, you might want to ensure that your background jobs are fine:

rails r 'p Delayed::Job.count < this should be near to 0!

If rebuilding fails, ensure your elasticsearch service is working.

that doesn’t fix the problem. Index rebuild looks like this

if we use ?? in the Ticket, then KB-entry will be displayed.
However, if we try to search for “related answers” on the right side, no result is displayed.

Incidentally, we have updated directly from 2.9.0 to 3.1.0.

Hey Andreas,

thank you very much for clarifying the problem!
I’m afraid, you found a bug!

I already filled a bug report for you.
Let’s hope for a soonish fix :slight_smile:

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Hey @bendergruppe! I just wanted to let you know that we found and fixed the issue via

We won’t do a stable backport but we will release a new stable version soon.

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