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Sugar 7: global search is not finding any results, even if Elasticsearch is ready and workable.

Gaelle Fernandez
Hello everyone !

What i want :
Simply a fonctionnal Global search.

What i have :
Sugar Pro 7.5.1
My users need to search through Global Search, and we came to a strange situation :
Even if i search the name of a contact (wich is high boost), in the global search zone, i get a "No result found" little pop up.

What i did :
- I've checked in admin> global search if Elasticsearch worked. It is.
- i've clicked on "plan index", which gave me the little pop up described here : http://support.sugarcrm.com/02_Documentation/01_Sugar_Editions/04_Sugar_Professional/Sugar_Professio... but after a while, nothing has changed.
- So i've checked in the Schedulers, and there was no scheduled task which would perform the function::performFullFTSIndex job. I've added one.Called "test Index",  Active, as often as possible.
- Nothing happened too.
- I've checked in elasticsearch.log, and i have the following, which seems to be saying "it's good, the index is cool" :

[2015-07-07 16:24:58,683][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] creating index, cause [api], shards [5]/[1], mappings [][2015-07-07 16:24:58,733][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [Leads]
[2015-07-07 16:24:58,799][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [Contacts]
[2015-07-07 16:24:58,816][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [Accounts]
[2015-07-07 16:24:58,828][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [Calls]
[2015-07-07 16:24:58,837][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [Notes]
[2015-07-07 16:24:58,854][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [Contracts]
[2015-07-07 16:24:58,863][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [Cases]
[2015-07-07 16:24:58,885][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [de_Devis]
[2015-07-07 16:24:58,894][INFO ][cluster.metadata         ] [Thunderbird] [efa70bed4f2e5a75a907f99f7f153ca3] create_mapping [ag_ActesDeGestion]
- When going to my "test Index" scheduled task, there is no job running/done/queued nor failed.

Do you have any idea on what is happening in my global search, please?
Do you have some clue on where i have to search for the errors?

Thanks a lot for your time !
  • 0
    We had the same problem.  We created a case with support and they reindexed the db and that resolved most of our issues.  One thing that we had done is also implement teams and we noted that all of the data was set to global as primary.  When we updated the records with the correct team as primary this also helped with global search.  The key for us was the reindexing and working with support on this issue. Hope this helps.

  • 0 in reply to lonnie.wills@g2atechgroup.com lonnie.wills@g2atechgroup.com
    Hi Gaelle,

    To echo Lonnie, the first thing to check in a situation like this is if the data has been indexed. You can go into Admin > Search and click the Schedule System Index button to reindex the data. In this situation, I would advise clicking the "Delete existing index data" checkbox so that you are indexing from scratch. This will ensure that if there is any data in the index that is causing an issue, it will be removed.

    This may take a while to complete, depending on how much data you have. But within a few minutes you should start getting results for some records in the Global Search. Let me know if this doesn't fix it for you!

    -Alan
  • 0 in reply to lonnie.wills@g2atechgroup.com lonnie.wills@g2atechgroup.com
    Hi Alan,

    I have faced the same issue before.I was searching with name of a contact in global search, but it was not giving any result.Than I tried indexing the data by navigating to Admin > Search > Schedule System Index

    I checked the remove indexed data check box also.But the system was not able to search for the record via global search even after that.

    But it started working once I edited and saved the record.I would like to know your comments on this.

    Thanks!
  • 0 in reply to lonnie.wills@g2atechgroup.com lonnie.wills@g2atechgroup.com
    okay, i think my thread was not understood, maybe i'm not good enough to explain what i did.
    I already did all of this. But like Shijin Krishna, it did absolutely nothing.
    I tried to edit a Contact's record, and save, but the global search always says "No result found".


    Like i've said, i can see the elasticsearch's log, and well, it seems good to me.
    So for me the cron is running...

    Do you have any idea on where i should turn my researches ?

    Maybe i should open a case in Support, because maybe it is a problem they could resolve (but could they ?)

    Thanks a lot for your time. Sorry for my bitterness' tone, but i'm beginning to believe that Sugar does not help me develop a good application for my customers. For Sugar's customers, in fact.
  • 0 in reply to lonnie.wills@g2atechgroup.com lonnie.wills@g2atechgroup.com
    Can you check the job_queue table for any jobs with "FTS" in the name? Look for the status field and the message field that may let you know if the jobs are completing or if they have any errors.
  • 0 in reply to lonnie.wills@g2atechgroup.com lonnie.wills@g2atechgroup.com
    Well, i have only FTSConsumer for every module, which are queued, with partial resolution ... but from June 10th !
    I've checked, absolutely no other job is running. Maybe i have a problem with the cron, i'll check if i can get any log...

    Hope it will help me get out of this!

    Thanks for your time, i'll come back with some news !
  • 0 in reply to lonnie.wills@g2atechgroup.com lonnie.wills@g2atechgroup.com
    Coming back with some news :

    - I've reindexed everything
    - I've launched the command to start cron.php manually (to avoid any problem in the crontab)
    - It seemes to have run.

    BUT I still have nothing in the GLobal Search. And finally, like Shijin Krishna :
    1 ) I have to edit and save every record (sometimes Massive upgrade works, sometimes not), to find it in the global search. I did it as an admin.
    2) My users see nothing in the global search. And i xan't say "Hey everyone of you should edit and save all the records to see them in Global Search!"

    What can i do more ?
    Should i open a Case to the Support ?
    Did somebody manage to resolve this error ?

    Thanks a lot.

  • 0 in reply to Gaelle Fernandez
    I'm having exactly the same issue, any update on this?
  • 0 in reply to Gaelle Fernandez
    I'm having exactly the same issue, any update on this?

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