When attempting to check the Scoreboard of My Request under My queue, it fails showing the page with "delay server response"

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When attempting to check the Scoreboard of My Request under My queue, it fails showing the  page with "delay server response", this occurs for a single user, no error occurs in the stdlog even with trace mode.

Environment

Release : 17.x

Component : SERVICE DESK MANAGER

Cause

The issue was caused by corrupted memory cache, which apparently occurred during a failure in the connection to the DB.

Resolution

To solve this behavior

1. Stop the Service Desk service

2. Locate ..\Program Files (x86)\CA\Service Desk Manager\site\shm

3. Delete the contents of the folder (the files are memory cache) if there are more than one SD server repeat the same process in all servers.

4. Start the Service Desk service again.