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Global Search Stopped Working Randomly


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Morning All,

Have found this morning that when using the global search function at the top of the screen to locate an incident, it finds some incidents and not others. it has been perfectly fine up until today and there have no changes at all. funny thing is when searching at the top, no results are returned

When searching using a view, the incident is visible and can access the relevant actions etc.

Similarly if an incident is not visible in the global search and we receive a response from a customer to update an old incident, the email function doesn't find the incident either?

Can someone assist or point me in the right direction.

Regards

Ilyaas

 

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Hi @ilyaas,

When a new Request is added, the database indexes the data. This could take a little bit of time before you're able to find it through Global Search.

Have you tried using the keyboard short-cut to find the Request you need? This is much quicker, if you already know the Id of the Request and it will almost immediately find and open the Request.

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Ehsan

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Hi @Ehsan

Thank you for your reply, the CTRL+SHIFT+F function works fine for searching and I will certainly pass this round to all users.

The issue is that we have been able to find the requests perfectly ok up until this morning and the references in question go back to early march (IN00055687 - 05/03 + IN00062161 - 11/03)

Any help would be much appreciated

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We had a similar issue last week, some requests didn't show (some did) - Deen run a full reindex of our instance over night and this fixed it.

Nasim

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@ilyaas,

Re-indexing can be achieved through the Admin Tool (https://admin.hornbill.com/[YOUR INSTANCE ID]/).

Via System > Data > Index Storage tile, locate "hornbillitsm" and press the re-index button (highlighted in red). Ofcourse ideally you would want to perform this action out of hours. The amount of time it takes is un-determined as it'll depend on the volume of Requests in your instance. Would you be able to run this action tonight? By the way, after you've pressed it, you can close the browser down, you will not be required to perform any other action thereafter. Please note that this should be performed as an admin (i.e. a user who's assigned the Super User Role).

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