chrisnutt Posted August 9, 2018 Share Posted August 9, 2018 Hi, Our change manager has identified that the global search is not finding requests that are on hold. Even if the status is explicitly set to search for on hold requests. See screenshots. To be clear, normally all of the options are set to "Any..." but for the purposes of troubleshooting I set the search for status to "On hold". Neither work. This is causing us a few problems! Chris Link to comment Share on other sites More sharing options...
David Hall Posted August 9, 2018 Share Posted August 9, 2018 Hi @chrisnutt Can't say for sure, but my initial thought would be that its an issue with the search index itself... have you re-indexed it recently? If not then it might be worth trying that for the hornbillitsm indexes as detailed here https://wiki.hornbill.com/index.php/Index_Storage Further changes have been made around global searching in the most recent update of service manager, so it may be worth updating the latest build and then perform a re-index. Regards, Dave. Link to comment Share on other sites More sharing options...
HGrigsby Posted August 10, 2018 Share Posted August 10, 2018 We are having issues with searching calls from the requests page, cannot search on the ref number but can on a customer name. After searching using the customer name we can then search using the call ref. I have a support call logged for this as it is causing problems for the service desk. thanks Helen Link to comment Share on other sites More sharing options...
chrisnutt Posted August 13, 2018 Author Share Posted August 13, 2018 On 8/9/2018 at 5:27 PM, David Hall said: Hi @chrisnutt Can't say for sure, but my initial thought would be that its an issue with the search index itself... have you re-indexed it recently? If not then it might be worth trying that for the hornbillitsm indexes as detailed here https://wiki.hornbill.com/index.php/Index_Storage Further changes have been made around global searching in the most recent update of service manager, so it may be worth updating the latest build and then perform a re-index. Regards, Dave. @David Hall, that worked for us. Thanks 1 Link to comment Share on other sites More sharing options...
Victor Posted August 13, 2018 Share Posted August 13, 2018 @chrisnutt just to let you know there is/was another issue regarding global search which causes the same behavior (i.e. no results returned by search) which was fixed and will be deployed in live instances ASAP. @HGrigsby FYI Link to comment Share on other sites More sharing options...
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