Keyword search in Requests should search in resolution/notes
Most users describe their issues in very basic terms, such that many different issues might get described as "computer crashed" or "Having problems printing". It is in the resolution or notes that the technician is able to more specifically describe the problem.
Currently, performing a keyword search in Requests only produces results where the keyword appears in the title and description of the request. Changing the search to look into the resolution and notes as well would allow the technicians to look up past requests based on their and other tech's summaries, not just the simple summaries from the users.
For example, if a request comes in from a user who is "getting some sort of error message", I would like to be able to search the past requests to see if "Error Code 1134" or has ever popped up before and, if so, what the resolution was. Only searching the title and description means we would need to edit the original request to insert searchable details.
Currently, performing a keyword search in Requests only produces results where the keyword appears in the title and description of the request. Changing the search to look into the resolution and notes as well would allow the technicians to look up past requests based on their and other tech's summaries, not just the simple summaries from the users.
For example, if a request comes in from a user who is "getting some sort of error message", I would like to be able to search the past requests to see if "Error Code 1134" or has ever popped up before and, if so, what the resolution was. Only searching the title and description means we would need to edit the original request to insert searchable details.