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Search functionality is currently unavailable on both Tender and our Tender support site

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jono

07 Oct, 2012 12:45 PM

We're at
support.nutmeg.co.uk

When will search be back online?
This is an important time for us.

Thanks

Jono

1. Support Staff 1 Posted by Courtenay on 07 Oct, 2012 12:49 PM

   

   We are I'm working on it - sorry about that. (6am Sunday morning local time. Very seriously working on it.) I don't have an ETA right now but should have more information soon.

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2. 2 Posted by Troy on 08 Oct, 2012 12:15 PM

   

   FYI, I'm getting the same from ~all (5 of 5) searches at 5 AM PDT on Monday morning. Returns "Search functionality is temporarily unavailable. We are working to correct the problem."

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3. 3 Posted by Amanda on 08 Oct, 2012 05:25 PM

   

   Troy,

   Thank you for the report. We're working hard to resolve the issue. We'll update you here when we have more info!

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4. 4 Posted by Julien on 15 Oct, 2012 07:09 PM

   

   Hi Troy, Jonathan,

   We had a rough few days with search, as I'm sure you have noticed. The good news is that everything is back to normal. We rebuilt a new index on a new cluster, and made a few architectural changes along the way. In particular we added monitoring and increased isolation between sites which means that errors on one site should not affect other sites, but also that search should be much faster than it was.

   I really want to apologize for the trouble this has caused you. We worked days and nights to fix this, but search is a big part of the support workflow, so the degraded service was still a pain. So thank you for bearing with us.

   In any case, everything is working now. If you notice any error or missing discussion when you search, let us know right away.

   I hope you'll have a great week, and let me know if you have any question.

   Cheers!

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5. Julien closed this discussion on 15 Oct, 2012 07:09 PM.

6. Troy re-opened this discussion on 15 Oct, 2012 09:26 PM

7. 5 Posted by Troy on 15 Oct, 2012 09:26 PM

   

   Hi Julian,

   Okay, thanks for the update.

   Also, could someone make this ticket public again, like it was until a day or two ago?

   Wish: a new timestamped entry when the visibility is changed on a ticket. It's annoying to paste a URL to a ticket (that I originally reached publicly..) and have it not found. And it just doesn't look good to have the visibility silently shift underneath me.

   I'd also say it's worth mentioning in a comment when a ticket is made private and why. We do that in our responses to customers (unless it's patently obvious that someone over-disclosed).

   Thanks,

   Troy

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8. 6 Posted by Julien on 15 Oct, 2012 09:47 PM

   

   Hey Troy,

   I've made the discussion public again. As I said in the other discussion about spam, I usually mark discussion as private, in particular when they are closed, irrelevant of whether they contain sensitive information or not. This is my personal habit, though I can see how that can be frustrating.

   As you have remarked, there is in fact an internal comment when the privacy changes, but there is no public view of this, unless explained by the staff member who does it. I don't think we intend to change that: it's easy for team member to explain why they are changing privacy if they want to do so, or to not give any reason if it doesn't feel necessary.

   So I apologize for changing the privacy without telling you. It was not needed and not the right thing to do either. There is nothing particular to hide in this discussion either and will thus stay rightfully public.

   Thanks for reaching out and expressing this concern, support staff grows thanks to their users :)

   Feel free to continue the conversation if it feels needed.

   Cheers.

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9. Julien closed this discussion on 15 Oct, 2012 09:47 PM.

10. Troy re-opened this discussion on 15 Oct, 2012 09:57 PM

11. 7 Posted by Troy on 15 Oct, 2012 09:57 PM

    

    Great reply and thank you all around. We're passionate about Tender because we care - it beats the alternative ;-) Cheers,

    Troy

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12. Julien closed this discussion on 15 Oct, 2012 10:00 PM.