Working through log messages denoting performance issues in Service Desk Manager
Article ID: 450091
Updated On:
Products
Issue/Introduction
When utilizing Service Desk Manager, there may be several log entries which arise that can indicate a performance problem.
This article discusses the various messages that can appear, and ways to manage such messages. However, the methods to manage such messages only addresses specfic symptoms and not the overall problem or its root cause. The main underlying problem of a performance issue should be addressed more comprehensively through our existing documentation.
Environment
All releases of Service Desk
Resolution
"Process is still unknown after multiple seconds" messages in stdlog. This message has to do with the slump process trying to dispose of stale messages, often due to a delay in cleaning up cached data.
"Purging broadcast message" error from slump_nxd in stdlog. Message often presents when process completion takes longer than expected.
"Delayed Server Response Message" in Service Desk web interface. This message is often due to a delayed backend response, which can be environmental (network latency, system limitations) or user generated (end users repeatedly performs expensive wildcard queries)
Zombie Connection messages in the CA Service Desk Manager (ITSM) STDLOGs. Generally associated with Advance availability, an example of such a scenario may be when application servers do not respond in a timely manner to a cache synchronization attempt.
Additional Information
For an overall examination of troubleshooting performance issues, please review existing documentation below:
How to Identify Performance Problems in CA SDM
CA SDM Performance Problems - Quick Checklist
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