in reply to Similar text search
The first step should be to strip stop words from the input (it might be enough to use the subject of the new ticket as input, you'll have to try that). Lingua::StopWords might help you.
Then you have to search the database. You can use a fulltext index on the columns where title and content of the wiki are stored.
Maybe it's easier to let KinoSearch do the work for you. It's quite fast, and it does stemming automatically for you. (This might not be well suited if your wiki pages change very often, but if they're fairly statically it shouldn't be a problem to keep KinoSearch's index up to date).
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