Who is this article for?

Users utilising the full text search function to look up incidents.

SQL Server access is required.

This article explains why the full text search function in the SQL Server returns more than one incident result, even if the specific incident number is entered.

1. Issue

When using the full-text search function in SQL Server to search for incident numbers (like INC44-1-1), you may notice that searching for one specific incident returns multiple results. 

This is because the SQL Server's full-text search breaks hyphenated values into separate parts. When you search for "INC44-1-1", the system is actually looking for:

• Records containing "INC44" AND
• Records containing "1" AND
• Records containing another "1"

Since all incident numbers in our system:

• Start with "INC44"
• Include at least one "1" digit somewhere

Multiple records match these criteria even though they're not the exact incident you wanted. 

2. Solution

There is no solution or workaround available.