Reindex Knowledge Base Articles

If your customers are experiencing difficulty searching for knowledge base articles or if you notice other performance issues related to the Knowledge Base, you may need to reindex the knowledge base. Issues searching the knowledge base occurs because one or more installation of SmarterTrack was indexing as the queries were run, so it had the search token IDs cached.

NOTE: SmarterTrack processes its index in a background thread and should not affect the normal use of the application. If your server is taxed heavily during this process you may notice some slowness in the interface. 

Applies to SmarterTrack 10.x-12.x

Follow these steps to prioritize the import of knowledge base articles first:

  1. Ensure SmarterTrack is not running on ANY other systems, even for testing or failover.
  2. Stop IIS or the SmarterTrack Web server. NOTE: Stopping the application pool or web site or using the restart function will not have the same effect. 
  3. Execute the queries below to clear the index: 
    truncate table st_SearchTokenStats;
    truncate table st_SearchTokensInTickets;
    truncate table st_SearchTokensInTicketComments;
    truncate table st_SearchTokensInKBArticles;
    truncate table st_SearchTokensInChats;
    truncate table st_SearchTokensInChatComments;
    truncate table st_SearchTokensInCallLogs;
    truncate table st_SearchTokensInTasks;
    truncate table st_SearchTokensInTaskComments;
    truncate table st_SearchTokensInThreads;
    truncate table st_SearchTokens
  4. Execute the following SQL query to mark only the KBs for indexing: 
    update st_kbArticles set IsIndexed = 0;
    
  5. Start IIS and log into SmarterTrack as an agent or system administrator to ensure the site is running.
  6. Execute the following query and note down the results: 
    select count(*) as KBsLeft from st_kbArticles where IsIndexed = 0;
    
  7. Wait five minutes, and repeat step 5 until the result is 0 for KBsLeft. If the KBsLeft number stops reducing for more than 5 minutes at any time, it is recommended to submit a support ticket.
  8. Execute the following queries to start processing the index for other items in SmarterTrack (No IIS stop/start is necessary): 
    update st_Chats set IsIndexed = 0;
    update st_ChatComments set IsIndexed = 0;
    update st_Tickets set IsIndexed = 0;
    update st_TicketComments set IsIndexed = 0;
    update st_CallLogs set IsIndexed = 0;
    update st_Tasks set IsIndexed = 0;
    update st_TaskComments set IsIndexed = 0;
    update st_Threads set IsIndexed = 0;
    

Applies to SmarterTrack 6.x-9.x

Follow these steps to prioritize the import of knowledge base articles first:

  1. Ensure SmarterTrack is not running on ANY other systems, even for testing or failover.
  2. Stop IIS or the SmarterTrack Web server. NOTE: Stopping the application pool or web site or using the restart function will not have the same effect. 
  3. Execute the queries below to clear the index: 
    truncate table st_SearchTokenStats;
    truncate table st_SearchTokensInTickets;
    truncate table st_SearchTokensInTicketComments;
    truncate table st_SearchTokensInKBArticles;
    truncate table st_SearchTokensInChats;
    truncate table st_SearchTokensInChatComments;
    truncate table st_SearchTokensInCallLogs;
    truncate table st_SearchTokensInTasks;
    truncate table st_SearchTokensInTaskComments;
    truncate table st_SearchTokens
  4. Execute the following SQL query to mark only the KBs for indexing: 
    update st_kbArticles set IsIndexed = 0;
    
  5. Start IIS and log into SmarterTrack as an agent or system administrator to ensure the site is running.
  6. Execute the following query and note down the results: 
    select count(*) as KBsLeft from st_kbArticles where IsIndexed = 0;
    
  7. Wait five minutes, and repeat step 5 until the result is 0 for KBsLeft. If the KBsLeft number stops reducing for more than 5 minutes at any time, it is recommended to submit a support ticket.
  8. Execute the following queries to start processing the index for other items in SmarterTrack (No IIS stop/start is necessary): 
    update st_Chats set IsIndexed = 0;
    update st_ChatComments set IsIndexed = 0;
    update st_Tickets set IsIndexed = 0;
    update st_TicketComments set IsIndexed = 0;
    update st_CallLogs set IsIndexed = 0;
    update st_Tasks set IsIndexed = 0;
    update st_TaskComments set IsIndexed = 0;
    
For more information on indexing all search tables in SmarterTrack, please see the KB article Reindex SmarterTrack Search Tables.

 

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