Delay server response multiple times

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Article ID: 145475

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS 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.

Cause

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

Environment

Release : 17.1/17.2

Component : Svc Desk Performance

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.