Re: Error when performing a text search on interaction records (219 Views)
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Trusted Contributor
gdurso
Posts: 204
Registered: ‎05-05-2010
Message 1 of 12 (350 Views)

Error when performing a text search on interaction records

An error being received when searching interactions using the ‘Text Search” tab:

 

Query request not processed because of previous I/O error on file ir.incident(cc.search, select)

 

I am not sure why this is happening.

 

Which logs can I look at to trouble shoot this further?

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John Stagaman
Posts: 3,163
Registered: ‎07-13-2007
Message 2 of 12 (335 Views)

Re: Error when performing a text search on interaction records

[ Edited ]

My first guess would be that the IR index for Interactions is corrupted and needs to be regened. 

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Trusted Contributor
gdurso
Posts: 204
Registered: ‎05-05-2010
Message 3 of 12 (325 Views)

Re: Error when performing a text search on interaction records

I have searched the change and incident module using the same search criteria and those searches both bring results back. 

 

So this points to the incident table IR index.

 

Before I reg this however the sm.ini file has this parameter:

 

ir_asynchronous:1

 

Should it all have the following set to something?

 

ir_max_relevant_answers:nnnn

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John Stagaman
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Message 4 of 12 (314 Views)

Re: Error when performing a text search on interaction records

[ Edited ]

ir_asynchronous:1  (1 enabled, 0 disabled)

IR Asychronous is usually recommended. If disabled, the IR updates take place at record save which can impact performance. Enabling it creates a queue for IR indexing functions.

 

ir_max_relevant_answers:nnnn  

Optional parameter. The default value is 50 if this parameter is not present. 

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gdurso
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Message 5 of 12 (263 Views)

Re: Error when performing a text search on interaction records

We started a IR Regen of the incidents table 24 hours ago.

I believe that the average IR Regen time is 1 minute for each 2,500 records in a base table. Is this correct?
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gdurso
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Message 6 of 12 (259 Views)

Re: Error when performing a text search on interaction records

How do we stop IRQUEUE process?

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John Stagaman
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Message 7 of 12 (256 Views)

Re: Error when performing a text search on interaction records

I don't believe it can be stopped in progress, but open a ticket with support (or open a ticket in the Customer forum--support users monitor that forum).

 

The best practice to reindex against a large production system is to take a backup, disable IR on the table in prod (allowing new tickets to queue for processing), complete the IR Index process using the restored backup in DEV or TEST, replace the corrupt Prod index with the newly generated one, then restart indexing on PROD to index any new records. 

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gdurso
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Message 8 of 12 (252 Views)

Re: Error when performing a text search on interaction records

Its just that the following knowledge article specifies stopping the IRQUEUE process:

 

http://support.openview.hp.com/selfsolve/document/KM719165

 

It also specifiies deleting scirexpert records before the regen.

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gdurso
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Registered: ‎05-05-2010
Message 9 of 12 (250 Views)

Re: Error when performing a text search on interaction records

I just realised that what the knowledge article is referring to iin terms of stopping the IRQUEUE process is placing this parameter in the sm.ini file:

ir_disable:1

This would mean stopping and restarting the sm service.
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gdurso
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Registered: ‎05-05-2010
Message 10 of 12 (245 Views)

Re: Error when performing a text search on interaction records

How do I disable IR on the table in prod?
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John Stagaman
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Registered: ‎07-13-2007
Message 11 of 12 (232 Views)

Re: Error when performing a text search on interaction records

If you want to completely remove all IR functionality for the table (and remove the free text search option), you would remove the IR Key from the dbdict record.
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gdurso
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Message 12 of 12 (219 Views)

Re: Error when performing a text search on interaction records

 

 

http://support.openview.hp.com/selfsolve/document/KM719165?searchIdentifier=-1311a7ea%3a1452d4b0d0a%...

 

"disable IR on the table..."  Is this equivalent to what the knowledge article referenced above refers to as "Stop IRQUEUE process"

"Restart indexing on PROD" Is this equivalent to what the knowledge refers to as "start IRQUEUE process"?

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