Index Storage

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The Index Storage is used to store indexed information from the different Hornbill Apps to provide fast search results for the Global Search and other search areas.

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On the Index page, there is an option to re-index each of the available indexes. This is done by selecting one or more indexes and then clicking on the Re-index button in the toolbar. Re-indexing should rarely be needed, however, if you find that your search results in the Global Search bar are not returning records that you would expect it to return, this may be the result of a corrupted index. Once and a while a new feature to one of the Hornbill apps may include new search options and in order to add these new options to the index, a re-index may be required. When performing a re-index the following configuration is available:


  • New
Selecting New will identify any new records that are missing from the index and have these added. In most cases the APIs used for the creation of a new record will automatically add the record to the appropriate index, however, some methods of adding a new record might bypass this and a re-index using the option New will be required. As this is only working with new requests, the index operation will generally have minimal impact on performance and is usually quick to complete, unless this is run against a newly created index where the data source has a lot of existing data. When an issue with search results is found, it is recommended to perform a New Re-index before running an All Re-index.
  • All
The All Re-index option is a complete rebuild of the index file with all records associated to the selected index(s). This should only be used if the New option is not successful in resolving your search issues or if a new feature asks for an All Re-index. This option can be used to correct corrupted index files. This operation should be run when the activity in your instance is at a minimum, ideally, out of business hours to minimize the impact on users. The length of time to complete will depend on the number of records there are in your instance and the chosen value for Page.


This field is used to determine how much data is processed at one time having a min value of 10 and max value of 25,000. The lower the value the longer it takes to perform the reindex while minimising the impact on service performance as less resource will be used for this operation. The higher the value the fastest the operation will complete at the cost of resources which might cause a performance impact on your service. Caution should be taken when selecting a value for this field. During our tests, we haven't noticed any clear visible impact on performance when using the maximum value however this is not a guarantee as many factors can be involved which can potentially have an impact.

Note: reindexing operations can be monitored from the Background Jobs section in the admin tool

Available Indexes

  • activitystream
Index containing the posts and comments within the Collaboration Workspaces
  • conversation
Index containing the Conversations within Collaboration
  • entity
Index for Co-workers, Contacts, and Organizations within Collaboration
  • hornbillitsm
Index for all of the different types of requests in Service Manager
  • hornbillitsmtimeline
Index for all of the request timeline posts and comments in Service Manager
  • hornbillitsmhistoric
Index for all of the request historic updates for requests imported in to Service Manager
  • library
Index containing all the library documents for Document Manager
  • livechat
Index containing the Live Chat conversations
  • mail
Index containing e-mails