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This blog post applies to FTS in AR System Server versions 7.6.04, 8.0 and 8.1 only.


Full Text re-indexing can take a very long time, several days in some cases.  We suspect that too much data is being re-indexed and it's likely that some data is indexed that won't even be searched for. Also, for general FTS problems such as a Full Text re-index not completing or problems with the Index itself, these steps may help. These steps will bring FTS to a known good state with latest fixes.


It comprises of 3 steps, which are:

  • Step 1 - Fortifying the forms for FTS Settings
  • Step 2 - Configuring for Performance in a Server Group
  • Step 3 - Applying the Relevant Hotfix Bundles


All steps within can be performed on the following minimum versions; 7.6.04 SP2, 8.0 patch 3 and 8.1 base version.

You don’t need to perform all steps if you don’t wish to, but it is recommended.


If you are not on the minimum SP/patch level required, you can still perform some steps as per the table below:



VersionStep 1Step 2Step 3
7.6.04 SP0 & SP1YesYesNo
7.6.04 SP2YesYesYes
8.0 patch 0, patch 1 & patch 2YesYesNo
8.0 patch 3YesYesYes
8.1 patch 0 & patch 1YesYesYes



Hotfix bundles exist only for 7.6.04 SP2+, 8.0 patch 3 and 8.1 base version.


NOTE: If you perform all these steps and then apply a later SP for ITSM, SRM or RKM, then you’ll need to re-run Step 1.



Step 1 - Fortifying the forms for FTS Settings


Use the file (attached to this blog post) to make changes to the forms.

Running this utility will remove all unwanted FTS and MFS indexes from all forms and fields (detailed in the referenced csv files).


Follow the detailed steps in the FTS Fortification – Java Commands Word doc also attached.


Review the notes under each of the Java commands and also review the output files after you execute each of the Java commands to verify that the changes you’re making are successful.

If you need to manually remove some FTS settings to fields in forms, there are additional steps in Appendix A of the Word doc that detail how to do this.


NOTE: Is important to Disable the FTS Indexer and Disable FTS Searching before you start. Changing the forms will put rows into the ft_pending table to mark some of the records for deletion, which could take a long time to complete in some cases.


There are 2 reference csv files within the



8.0 & 8.1FTSMustHaves80_updated.csv



NOTE: Take note of the 'Recache Delay (seconds)' setting you have set (Server Information form -> Configuration tab)/ Delay-Recache-Time parameter in the ar.cfg/conf.


Running the Java commands in points 5, 6, 8, 10 in the HowToUseUtil.txt file are Admin Changes, and this setting needs to be taken into account. (Wait for the amount of time you have set before performing the next Admin Change)


NOTE: If you’re running these steps on a Server group environment, perform this on/connecting to the Admin Server.


NOTE: Customizations - For Java command 2, the report will include custom indexes and Out-Of-Box indexes.  If you need to keep any of your custom FT Indexed fields, remove them from the report (report_custom_fields.log) before executing Java command 6.


The steps were tested and verified on the following environments.



ARS: 7.6.04 SP5

OS: Windows 2008

DB: MS-SQL 2012


CMDB: 7.6.04 SP4

ITSM: 7.6.04 SP4

RKM: 7.6.04

SRM: 7.6.04

SLM: 7.6.04

ARS: 7.6.04 SP5

OS: Windows 2008

DB: MS-SQL 2012


CMDB: 7.6.04 SP5

ITSM: 7.6.04 SP4

RKM: 7.6.04 SP4

SRM: 7.6.04 SP4

SLM: 7.6.04 SP1



ARS: 8.1

OS: Windows 2008

DB: MS-SQL 2012


CMDB: 8.1

ITSM: 8.1

SRM: 8.1

SLM: 8.1

ARS: 8.1 SP0 patch 2

OS: Windows 2008

DB: MS-SQL 2012


CMDB: 8.1 SP0 patch 0

ITSM: 8.1 SP0 patch 2

SRM: 8.1 patch 2

SLM: 8.1


(I may test on more environments and 8.0 at a later date and add to this table)


The report and input files generated for these 2 environments are included in 2 additional zip files attached.


If not moving onto Step 2 or Step 3:

  1. Clean out the collection directory
  2. Truncate the ft_pending table using an SQL tool
  3. Enable the FTS Indexer
  4. Re-index.


Once done, enable FTS Searching.


NOTE: If you are on 7.6.04 or 8.0 (check ITSM & SRM patches for 8.0) and you perform this step, then apply a later SP to ITSM, RKM or SRM, you will need to re-run this step.




Step 2 - Configuring for Performance in a Server Group


If you have a Server Group environment - and if you haven't already done so, follow the steps in the wiki docs to configure the environment for FTS Performance in a Server Group.



7.6.04 & 8.0



Even though this contains a lot of information, in a nutshell - the collection directory should be local to every FTS Java Plugin Server. Therefore, we configure a single Reader and a single Writer instance of the FTS Java Plugin server on the Primary FTS Server; then configure the other servers to point to the Reader plugin.


In 8.1, functionality was added to make this process easier (AR System Administration Console -> System -> General -> FTS Configuration).


In 7.6.04 SP5, this same functionality is now available as well as High Availability (also available in 8.1.01 and above)


FTS Configuration.jpg

FTS Configuration functionality in 8.1 and 7.6.04 SP5


NOTE: Re-indexing is required as part of this step, to populate the Collection directory on the FTS plugin Server machine.

This is why the forms were changed in the previous step - to reduce the time it takes to perform a re-index.


Prior to performing a re-index:

  1. Clean out the collection directory
  2. Truncate the ft_pending table using an SQL tool
  3. Enable the FTS Indexer
  4. Re-index.



Step 3 - Applying the Relevant Hotfix Bundles


Acquire the latest hotfix bundles for the version of AR System Server that you have.


You will need to raise a support issue for this - and the files will be placed on the ftp site for you.

When raising the support issue, include the link to this blog post or reference KA395757.


NOTE: For a Server Group environment you’ll need to copy the AR Server hotfix to each server in the group. If you have followed the documentation for Configuring FTS for Performance in Server Group you will need to copy the FTS Java Plugin hotfix to both the Primary and Secondary plugin directories.


After gathering the Hotfix bundles, review the README files within the zip for the instructions on how to implement the hotfixes.

In most cases, it will simply be a case of replacing the old file with the new file - remember to stop the Remedy server prior to doing this, and always take a backup of the files that you are replacing.


The files needed are:


AR Server Hotfix Bundle

7.6.04 SP2SR_7604SP2_2013<MMMDD>
7.6.04 SP3SR_7604SP3_2013<MMMDD>
7.6.04 SP4SR_7604SP4_2013<MMMDD>
8.0 patch3SR_8000P3_2013<MMMDD>



FTS Plugin Hotfix Bundle

7.6.04 SP2SF_7604SP2_2013<MMMDD>
7.6.04 SP3SF_7604SP3_2013<MMMDD>
7.6.04 SP4SF_7604SP4_2013<MMMDD>
8.0 patch3SF_8000_2013<MMMDD>





7.6.04 SP<all>

SW00415402 – Manual fix to a form

SW00420061 – Manual fix to a form & fixed in RKM 7.6.04 SP4

8.0SW00415402 – Manual fix to a form
8.1SW00415402 – Manual fix to a form



Dev Studio

7.6.04 SP4 onlyDS_7604SP4_2013<MMMDD>
8.0 patch3DS_8000P3_2013<MMMDD>




The FTSMustHaves80_updated.csv file in the file attached to this article has been updated.

This new file contains 34 new entries for the SRM:Request form to address defect SW00466536.


NOTE: These 34 entries are not required for the 7.6.04 csv reference file.

The 8.1_report_input zip files still contain the test results when using the original FTSMustHaves80_updated.csv



A new zip file has been created that includes a new jar file (for customers who use 8.1.01 and above only) and the updated FTSMustHaves80_updated.csv file.

It's called