Please note that the Search operation will be performed on data from Notes field (Public or Private Note) from Incident, Work Order, and Task and Service Request applications only.
In case if you have requests created with the used keyword and workflow is not returning any record, then we recommend checking the logs with help of Firebug application
While troubleshooting this request with using Firebug application we identified that below error message getting occurred for the activity search operation.
==============
{"error":"MOBILITY_ERROR_INTERNAL_SERVER_ERROR","errorCode":1013,"defaultMessage"
:"Social Server returned an error or unexpected result of `{"error": "Unable
to search the content!!"}`","additionalMessage":"Exception: Social Server
returned an error or unexpected result of `{"error": "Unable to search the
content!!"}`","detailedMessage":"com.bmc.bsm.myit.dao.DaoException:
java.lang.Exception: Social Server returned an error or unexpected result of `
{"error": "Unable to search the content!!"}`","arconnectionProblem":false}
==============
To troubleshoot this error message we recommend users to validate the below parameter which is getting set by Smart IT Application installer
--setParameter textSearchEnabled=true
We identified the parameter was not set in the mongod path which was as below, this happens if Mongo Service was started manually or the installer did not update the parameter
/opt/app/Smart_IT_MyIT/Smart_IT_MyIT/mongodb-linux-x86_64-2.4.8/bin/mongod --dbpath /opt/app/Smart_IT_MyIT/Smart_IT_MyIT/mongodata
To add the parameter here is what we did,
First stopped the old mongod process using below command
using kill -15 command
Then tried to run the below command to set the parameter
nohup /opt/app/Smart_IT_MyIT/Smart_IT_MyIT/mongodb-linux-x86_64-2.4.8/bin/mongod --setParameter textSearchEnabled=true --dbpath /opt/app/Smart_IT_MyIT/Smart_IT_MyIT/mongodata&
Once done we then restarted the social service by stopping and starting using below
/etc/init.d/socialserviced stop
/etc/init.d/socialserviced start
After these steps user were able to retrieve searches using provided keyword on Smart IT Application