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#4288 - Sugar search function not finding records

Closed Bug? created by meuhus Verified Purchase 2 months ago

We submitted a case to SugarCrm about the search function not finding records. Their response was they have seen cases like this before where when a record is saved, it is not updated in the index. In a few of the cases they found that custom logic hooks running on the affected modules were to blame. They looked at Leads, Contacts, and Accounts and each one of those modules has a similarity; each one has logic hooks installed for SugarChimp. Their theory is that these SugarChimp hooks are interfering with the stock Elasticsearch hooks and preventing records from being properly indexed. They recommended re-indexing which which we did on Dec 6 and have not had the problem again as of today. However, the fix seems to only last a few days. SugarChimp 9.2.2c is installed.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 months ago

    Thanks for reaching out. I'd like a few more pieces of diagnostics to see if we can narrow down what the issue could be. Can you walk through the steps below:

    1. Right click on your browser and select Inspect. Switch to the Console tab, and then paste: SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
    2. Navigate to a contact and make a change. Save the record as you normally would.
    3. From within Sugar Admin, click System Settings.
    4. Scroll to the bottom of the page and click View Logs. Then click All.
    5. Copy/paste what appears into a .txt file and send it along to us at mailchimp@fanaticallabs.com.
    6. When completed, you can return the logger level to normal by pasting the following into the Console tab:
      SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});

    Thanks for your help in troubleshooting.

    Best,
    Heidi

    • meuhus member avatar

      meuhus Verified Purchase

      2 months ago

      Where should I send the Log

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 months ago

    You can send it to us at mailchimp@fanaticallabs.com.

    Thanks!
    Heidi

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 months ago

    Just wanted to follow up on this specific case. As mentioned through our email exchange, it sounds like this may not be related to SugarChimp as SugarCRM was able to replicate when SugarChimp logic hooks were removed. I'm going to close this case for now, but if the results of their test indicate an issue with SugarChimp, please let me know and we'll be happy to troubleshoot further.

    Best,
    Heidi

  4. meuhus member avatar

    meuhus Verified Purchase

    one month ago

    Sugar Support cloned the career vision instance and disabled the Sugar Chimp and Ball API schedulers, and the search index problem was not reproduced. So the thought is now that schedulers may be interfering with the indexing.

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one month ago

    Just wanted to quickly update this ticket with the information we chatted about through email and during our call:

    We determined that once you've done your newsletter for this month, you'll make the schedulers related to SugarChimp inactive to see if the issue continues. As a reminder the steps for doing that are below:

    1. From within the SugarChimp Health Status page, click view scheduler
    2. Click Edit at the top left page
    3. Use the drop-down on the right that says Active and select Inactive
    4. Click Save

    Once inactive, please be sure to check in with your team to see if the issue continues. I'm inclined to think it's related to the BallAPI scheduler failing every minute, so you'll also follow up on that issue with your Sugar administrator.

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