I ran this search on demo.servicedeskplus.com

Why does it match on ID 435 and 437 that doesn't contain "Maintenance" or "Reboot" at all

Seaching in SDPlus has been a hassle for a long time now.

Ways back (2011+) searching in SDP defaulted on AND. So searching for 'Maintenance Reboot' was a search for 'Maintenance AND Reboot'. Then searching for '"Maintenance Reboot"' with the search encapsulated with " searched for the String "Maintenance Reboot" where the words appear in that order with that many spaces.

Then the Advanced Search came and the default became OR.

So a search for 'Maintenance Reboot' now searches for every ticket with either Maintenance OR Reboot.

If you wanted to search for Maintenance AND Reboot you now needed to manually include the AND word yourself (in capital letters) or encapsulate the search in ". This change removed the ability to search for strings.

Now searching with AND doesn't work. Thankfully searching with " does work. But how do I search for a string?
I want to be able to search for "John Doe" and get that specific string instead of getting all requests containing John AND Doe, which include requests by John Andersson and Jane Doe.

The documentation doesn't mention how to use the search more than "You can search easily and accurately".