Submit Incident (Advanced) form is slow to load or times out.

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Article ID: 156032

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Updated On:

Products

ServiceDesk

Issue/Introduction

Slow response times 'including timeouts' in accessing SMP (Symantec Management Platform) hardware or department information is preventing the form from fully loading in a timely manner.

Note that the first time many ServiceDesk forms load after IIS has reset will take extra time as they are recompiled by IIS (IIS by default does this every 1740 minutes or 29 hours).

 

  

Resolution

Here are three KB's that will improve performance enough that they are worth doing even if you don't have issues opening the Submit Incident (Advanced) form.
Note: The improved stored procedure in  TECH172369 is for SD 7.1 and SQL 2008 and doesn't work with SD 7.0 and SQL 2005 so if ServiceDesk is 7.0 impliment TECH145559 and 137094 only.

1. GetItemsByType might cause some timeout issues in larger enterprise environments
http://www.symantec.com/docs/TECH172369
Please note that the stored proceedure was written to replace the ServiceDesk 7.1 version of the proceedure and will not work with the SD 7.0 SQL 2005 version of the proceedure.

2. Departments drop down on Submit Incident (Advanced) form does not populate
http://www.symantec.com/docs/TECH145559
Please note that while this KB does still apply to SD 7.0 it was written for ServiceDesk  7.1 and will be harder to follow if applied to a SD 7.0 environment due to minor changes to the project.

3. Not able to find equipment on the Submit Incident (Advanced) form
http://www.symantec.com/docs/TECH137094
Please note that while this KB does still apply to SD 7.0 it was written for ServiceDesk  7.1 and will be harder to follow if applied to a SD 7.0 environment due to minor changes to the project.
 


Applies To

As a test please do the following. If either page called below takes longer than 15 seconds or so to load then this solution will likely improve performance significantly.

  1. Open IIS
  2. Expand the Default Web Site and then expand SD.DataServices
  3. Highlight SD.DataServices and then click Content View at the bottom of the center screen.
  4. Right click on ServiceDeskDataServices.asmx and click Browse
  5. Click GetAllCollections then click Invoke.
  6. How long does it take to return values or does it time out?
  7. Close the result window and click the back button of the invoke window.
  8. Click GetAllDepartments then click Invoke.
  9. How long does it take to return values or does it time out?