Search not working - Kayako

kenjb · **Search not working -** 27-12-2007, 09:37 PM

Hey everyone.. We just recently updated from V2 v3. When the ticket data was imported from v2 to v3 tables, none of the ticket data is searchable. Has anyone else run into this problem? New tickets coming in are searchable, but ones that were imported do not. Any thoughts?

**Jamie Edwards** · 27-12-2007, 09:51 PM

Hi kenjb,

You need to rebuild your word table. In the admincp, go to Tickets -> Maintenance:

And click on Rebuild to start building the word table. This can take a lot of time depending on how many tickets you have.

kenjb · 28-12-2007, 12:32 AM

Thanks Jamie.

It says it will take 3 1/2 hrs.. As long as it works. Now how often do I need to run that utility, or is it just because the database was modified outside of the esupport environment?

**Jamie Edwards** · 28-12-2007, 12:44 AM

Hi Kenjb,

You won't have to do it again unless you were to do something like merge databases together, run an Impex script to import tickets from another system etc.

supportskins · 28-12-2007, 11:16 AM

Make sure your "max_execution_time" setting in php.ini is temporarily set on a higher scale to allow the script to run successfully.

kenjb · 28-12-2007, 03:57 PM

Tried all that.. Stillnot finding our order numbers within tickets.

Very frustrating. Any help would be greatly appreciated.

**Jamie Edwards** · 28-12-2007, 04:04 PM

What search mode are you using (Quick Search, advanced search, IRS)?

supportskins · 28-12-2007, 08:00 PM

Was the rebuild process successfully completed?

kenjb · 02-01-2008, 06:27 PM

Yes it took 3.5 hours and the old tickets are still not viewable.

Here is a screenshot of my settings for searches

The text in each ticket looks like this:

The following order was placed on xxxx.com:

Order Number: 47623
Placed : 02/16/2005 22:36:35 EDT

All we are trying to do is search for that order number.

Any other ideas?

None of the search areas yield results

Thanks

supportskins · 03-01-2008, 08:43 AM

Make sure you are accessing the helpdesk with your old admin access information. If the issue persists, I suggest you contact Kayako Support from Kayako Members Area panel.

anlindau · 15-04-2008, 02:58 PM

Hi kenjb,

if your problem still persists - i had the same problem and it has been solved.
Just increase the value behind "Search Results Limit".
Your setting of 8 is way too less - we had 50 and that didn't work too.
I have set it to 250 now.

Best regards,
Andres

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supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	28-12-2007, 11:16 AM Make sure your "max_execution_time" setting in php.ini is temporarily set on a higher scale to allow the script to run successfully. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

kenjb Offline New Member Posts: 19 Join Date: Jan 2005	28-12-2007, 03:57 PM Tried all that.. Stillnot finding our order numbers within tickets. Very frustrating. Any help would be greatly appreciated. --------------------------------------- Kayako Esupport V2.? just upgraded to V3new Dedicated Unix Server Less than half a brain left after college --------------------------------------- Kenjb

supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	28-12-2007, 08:00 PM Was the rebuild process successfully completed? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

anlindau Offline New Member Posts: 1 Join Date: Jan 2008 Location: Ludwigshafen	15-04-2008, 02:58 PM Hi kenjb, if your problem still persists - i had the same problem and it has been solved. Just increase the value behind "Search Results Limit". Your setting of 8 is way too less - we had 50 and that didn't work too. I have set it to 250 now. Best regards, Andres