Troubleshooting Global search
When you search for information in Smart IT, sometimes data is not indexed properly or Full text search (FTS) or Global search does not work properly. As a result, Smart IT might take a long time to display incidents or fetch results. Use this information to understand and resolve the problem or to create a BMC Support case.
Symptoms
- You do not get any results while performing Global search in Smart IT.
- Poor performance is observed while performing a search in Smart Recorder.
- Smart Recorder does not return suggested results.
- You encounter a performance issue while performing a Global search.
- You get search results that are incorrect or do not match your query.
- You receive error messages while performing an FTS or Global search.
Scope
- One or more users experience these problems.
- In a Server Group environment, these problems might affect one or more servers.
Resolution
Perform the following steps to troubleshoot the FTS search issues:
Step | Task | Description |
1 | Perform test searches in Smart IT and Remedy IT Service Management. | Perform a few basic searches in Remedy IT Service Management, and check if the application fetches any search results. |
2 | If the search takes time, check the FTS Threshold value. |
BMC recommends that you set the FTS threshold to 2000 to improve Smart IT search performance. |
3 | If the performance issue persists, reproduce the issue with the browser developer tools. |
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4 | Check the search results by running the search directly on the MFS:MultiFormSearch search form. | Open the MFS:MultiFormSearch form in mid-tier. Search for the same keyword that you used in Global search and check the results. |
5 | Change the log level of the UX or Smart IT log to DEBUG. | For information about enabling debug log level, see How to enable debug log for Smart IT version 1805 and 1808 . |
6 | Check the response from the Global search in the ux/smartit log. | Check for the word ERROR in the |
7 | Enable additional logging level for Global search. | In the logback.xml file, add the following logging level to capture the Global search occurrences. Example:
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8 | Check for any indexing activity on your environment by verifying the FTS configuration. | Verify the FTS configuration. For more information, see Troubleshooting FTS configuration issues and Troubleshooting Remedy Full Text Search . |
9 | Enable API and SQL logging on the server where the search is being performed. | For load-balanced environments, enable API and SQL logging from all user-facing servers in the group. For more information about how to enable logs across servers and server groups, see Managing the server group logs . |
10 | Reproduce the issue and note search-related information. Enable logs and reproduce the problem. | Collect the following information to provide to BMC Support:
Important: Analyze Java heap stack if you encounter any of the following problems:
Use a Java Virtual Machine (JVM) or other appropriate tools to obtain a heap dump or thread dump as necessary. Collect the dump files when you observe any issue. See the following knowledge articles for more information about collecting a heap or thread dump: |
11 | Disable logging. | Allow three to five minutes for log buffering before running the Log Zipper utility. Use steps listed in the Enabling server-side AR System logs to disable logging. |
12 | Collect the logs. | Copy logs to another location where you can view them. Make sure that the logs are not overwritten. Review the symptoms and error messages. Use the information in this table to troubleshoot the issue. |
13 | Create a BMC Support Case. | When creating a case with BMC Support, collect and send logs and detailed information:
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14 | Analyze the logs. | You can review the logs to identify error messages or behaviors. Use the information in this table to help identify possible symptoms and solutions. |
After you determine a specific symptom or error message, use the following table to identify the solution:
Symptom | Where | Action | Reference |
---|---|---|---|
Global search queries run a full table scan on the CTM:People table. | Global search | Set the value of the useLeadingSearchForPerson parameter as False. | |
Asset Search is slow and takes time to retrieve results. | Global search | If the search takes a long time, you can improve the search performance by modifying parameters in Server Group Configuration.
| |
Global Search is slow. | Global search | If the search takes a long time, you can improve the search performance by modifying parameters in Server Group Configuration.
| Centralized configuration |
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