Search function not returning results
Ticketclosed
Saltdean Hart Insurance Brokers · Search function not returning results
Search for client names like Johnson returned no results despite records existing. Connor reproduced the issue and escalated to engineering.
What happened
What this says
As at Fri 9 Oct 2026Search for client names like Johnson returned no results despite records existing. Connor reproduced the issue and escalated to engineering.
Problem: The search function failed to return results for common client names, even when records were confirmed to exist in the system. Handling: Connor reproduced the issue and escalated it to engineering. The ticket was solved 12 Dec 2024 but no evidence shows whether the fix was deployed back to the customer. Watch: First response took 866 minutes; extended delay may have impacted customer confidence in the search feature.
Details
Updated 9 Oct 26Trail
created · Zoe Kendrick 26 Nov 2024 16:33Hi, we've found a bug with the search function. When we try to search for client names, it's not returning results even though we know the records exist in the brain. This has been happening for a few days. Is this a known issue?- Public reply · Connor Webb 27 Nov 2024 06:59Hi Zoe, thanks for reporting this. I'll look into the search issue for you. Can you give me an example of a client name you're searching for and the error message you're seeing?
- Public reply · Zoe Kendrick 27 Nov 2024 13:07Sure, we're searching for Johnson but getting no results. There are at least five Johnson clients in our system. No error message, it just shows no results found.
- Public reply · Connor Webb 27 Nov 2024 15:11Thanks for that example. I can reproduce this on my end. Looks like an issue with how the search handles common names. I've escalated this to engineering. I'll update you once we have a fix.
- Status change · 16 Dec 2024 23:59