Overview
When searching for your cases you might face one of the following:
- Search is not showing the cases or showing incorrect cases
- Cases are missing in one filter, but present in another one
- Deleted or spam cases still showing in the case list
- Cases are not listed correctly by a filter or search
- Cases are showing on a particular type of device and not on others.
Solution
When providing you the search results we are using an industry-leading third-party component: ElasticSearch. Sometimes, its search index may get outdated causing incomplete search results.
In such cases, the ElasticSearch index needs to be rebuilt (backfilled).
WARNING: ElasticSearch Backfill process affects the product experience (FogBugz might become slower, search results might be outdated during the backfill process). If you have a lot of cases, it is recommended to have it done outside business hours to reduce the impact on your users.
FogBugz On-Demand
If you are experiencing the search issues on your On-Demand account, you will need to contact our support team and let them know that you are having search issues. They will know what to do.
FogBugz On-Premises
If you are experiencing the search issues on your On-Premise instance, please follow the guidance from our article about ElasticSearch Indexer Backfill Reset.
Testing
Once the ElasticSearch Index Backfill (rebuild) is completed by our team (for On-Demand) or your Administrators (for On-Premise), your search and filters should be working as expected.