Search functionality in Track-It! is very slow or returns inconsistent or no data

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It!


    APPLIES TO:

    BMC Track-It!



    PROBLEM:

    When using the Search feature in Track-It!, results may be inconsistent or the search may find no results at all. In addition, the search process may be very slow and worsen over time.


    CAUSE:

    The Track-It! Search Indexes need to be rebuilt.


    SOLUTION:

    NOTE on searching: The text that is entered is used in a "Starts with" context. Therefore, the data must be located in a field where the search string starts with that text. In order to search the data where the search string is contained anywhere in the fields, use thasterisk (*) before the search string as a wildcard. For example, to locate the word "printer" anywhere in the fields of the module being searched, search for "*printer".

    Track-It! 8 and earlier: If you are running Track-It! 8 (8.0.30.10 or earlier), the first thing to check is the Track-It! Search service to make sure that service is running on the Track-It! server. If it is already running, the issue may be resolved by simply restarting the service. In Track-It! 8.x and higher the search functionality is included in the Track-It! Service Management service and will not be stopped or restarted because it is also responsible for ensuring that Track-It! runs in the first place.

    The search process uses index files to locate data, and normally will maintain the indexes on its own. In some cases however, the index files can become corrupt or very large, and must be rebuilt manually to have the search consistently return the expected results and to ensure that the search returns results as quickly as possible.

    Instructions:

       
    1. Download the attached zip at the bottom of this article containing a batch file that can be used to first rebuild the database's indexes and then to start the search index rebuild process. NOTE: Prior to the database index rebuild portion of the batch, the Track-It! Service Management service will be stopped so all technicians should be out of the system before running it. The rebuild of the database table indexes could take several minutes to complete, depending on the size of the database.
    2.  
    3. Extract the batch file to any location on the Track-It! server.
    4.  
    5. Double-click to run it.
    6.  
    7. When the command prompt window shows that all tasks have completed, press any key to close it. Although the command prompt window showed that all tasks were complete, the rebuild of the actual search index files on the Track-It! server could take anywhere from 30 minutes to several hours to complete. While the index files are being rebuilt a "CurrentlyFullIndexing.lock" file will be present in the ..Track-It!\Track-It! Services\SearchData directory on the Track-It! server. Once that file is gone, the file indexes will have been completely rebuilt.
       How to rebuild the search index files manually:  
       
    1. On the Track-It! server, open Control Panel -> Administrative Tools -> Services.
    2.  
    3. Stop the Track-It! Search service (builds 8.0.30.10 and earlier) or the Track-It! Service Management service.
    4.  
    5. Open the following directory (default):    
           
      • Track-It! 8, 9, 10.x and 11.x upgrade C:\Program Files\Numara Software\Numara Track-It!\Track-It! Services\SearchData
      •    
      • Track-It! 11.x new C:\Program Files\BMC Software\Track-It!\Track-It! Services\SearchData
      •   
    6.  
    7. Delete all files and folders in the directory if any exist.
    8.  
    9. Restart the Track-It! Search or Track-It! Service Management service.
    When the indexing starts you should see a "CurrentlyFullIndexing.lock" file in the directory. 

    Once this entire process completes, all of the search indexes will be recreated. 

    Keep in mind that while the indexes are being recreated, search results in Track-It! may be inconsistent. Once the index files are recreated, the search will work as expected. The amount of time that it takes to recreate the files will depend on the amount of data in the database, but could take an hour or more if the database is very large. When the indexing is complete, there will be a file named "  LastDBChangeLogId.txt" and one named "  LastFullIndexStamp.txt" in the   SearchData folder. 

    Alternately we have also created a Video Tutorial that will help you to rebuild the Search Indexes. Please watch the Video below:



      

     


    Article Number:

    000008944


    Article Type:

    Solutions to a Product Problem



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