Delay server response multiple times

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

Delay server response on app servers multiple times, users not able to login and work on ticket.

Environment

Release : 17.1/17.2

Component : Svc Desk Performance

Cause

details_in.htmpl files has custom entries referencing to another table which was causing issue.

Resolution

detail_in.htmpl file has incorrect entries and was customized. Based on log reviews customer corrected entries in detail_in.htmpl.

Support recommends to Debug the logs and review it, if issue persist.

Note: Support team has limited scope to offer on customization issue. For assistance on customization issue, customer should contact Services team via their account manager.