Performance of search engine for service portal

[Lyonel]

Hi,

When searching for keywords on our service portal (as a normal end user / customer), I have noticed a degradation of performance over the last few months. Is there something I can do from my end to improve performances.

It is particularly frustrating as keywords already search appear in the search text box, so as a standard user I would expect some quick results.

For instance, it takes approx. 15 seconds to search "sales analysis" as a keyword and report 393 results back. I am not quite sure if the problem is on the database side, front end or both?

Thanks in advance for any advice or help.

[Lyonel]

bump

 

[Guest Mohamed]

@Lyonel

With regards to the service portal searching, the 393 results that are returned are they mainly requests or a various mixture of Catalogs, FAQs, Requests etc.

Mohamed

[Lyonel]

@Mohamed mixture of everything

 

[Lyonel]

any update on this? 

[Guest Mohamed]

@Lyonel

Apologies for the delayed response. Our developers have been trying to replicate the performance issues by stress testing the feature as best as possible, unfortunately to no avail

Just to confirm are you on the latest build?

[Lyonel]

@Mohamed yes we are

[ArmandoDM]

Hi @Lyonel

can you please check if the app-settings :

guest.app.experimental.portalSearch.customer
guest.app.experimental.portalSearch.service
 

are turned on ? If not, can you turn them on and try again ?

Regards

Armando

 

 

[Lyonel]

@ArmandoDM in the description is says I need to re-index. Which index would you recommend?

[ArmandoDM]

Hi @Lyonel

go for hornbillitsm

Thanks

[Lyonel]

Ok re-running the index. Will let you know if it changes anything. How long should a full re-indexing take @ArmandoDM ?

[ArmandoDM]

Hi @Lyonel

the time for reindexing depends on how much data you have in your table.  It may take long if you have a big amount of requests.

My suggestion would be to reindex in the evening, possibly at the end of the working day, and then try to search the day after ?

Regards

Armando

[ArmandoDM]

@Lyonel

have you checked if the app-settings I mentioned before were turned on ?

If they were off, can you please turned them on and try searching again, and see if there are still performance  issues?

Regards

Armando

 

[Lyonel]

@ArmandoDM I turned them on and then I noticed a re-indexing was necessary, hence my question about which index  

I will update you once all is completed and I have performed some more searches

[ArmandoDM]

Thank you @Lyonel

[Lyonel]

@ArmandoDM changing the settings makes no difference. It still takes over 20s for a simple "password reset" search

 

[ArmandoDM]

Hi @Lyonel

have you re-indexed first? 

If yes, then we need to investigate further about this issue.
If not, then let's try to re-index first and see if the problem still persists ?

Regards

Armando

[Lyonel]

@ArmandoDM I have changed the settings then re-indexed, still no improvement

[ArmandoDM]

@Lyonel

I will look into it.

It would help to know the number of records in your database, for requests, services, catalogs, faq and published requests.  Maybe @Victor may help on this ?

 

 

[Victor]

@Victor might be able to help if is ok with @Lyonel for me to have a look in the instance

[Lyonel]

@ArmandoDM @Victor of course you can look at our instance  But then again I love SQL... so pure database counts:

- 261 services

-  1128 catalog items

- 1129 faqs

- 67479 requests (67084 published)

If we apply some business logic, you can probably half the services, catalog items and faqs

[ArmandoDM]

Thank you @Lyonel