Hello Support,

We are running ServiceDesk 7.5.0 Build 7506 (enterprise) and have noticed since we upgraded to this version we have taken a massive performance hit.

We were previously on 7022 and upgraded, and it has degraded in speed and performance ever since we did.

ServiceDesk has now been in place for over a year, and as such we have 26,000 call requests in the system, and our full backups are now 1.89GB in size.

The system ServiceDesk is running on is a fairly average server but it does not do much else. It is using 3GB of RAM and a Xeon 3.06GHz processor running Windows 2003 Server Service Pack 2.

We use a Microsoft SQL 2005 database back end, and run apache on the server listed above. The database sits on another box that is alot more powerful than the web front end.

When MS SQL 2005 takes a backup of the database it comes out at 1.4GB, and when ServiceDesk built in backups run it comes to 1.89GB.

Currently we are running daily maintenance plans on the servicedesk database in MS SQL. This includes reorganizing the index of tables and views, compacting large objects then a cleanup task to remove files older than a day.

Our AdventNet directory where ServiceDesk lives is 6.63GB and contains 15,325 files and 4785 folders.

We tried changing the wrapper.conf file to have the following values:

# Initial Java Heap Size (in MB)

wrapper.java.initmemory=128

# Maximum Java Heap Size (in MB)

wrapper.java.maxmemory=512

It did improve slightly but it is still terrible. We have 7 technician logins and 450 nodes.

I have been timing various aspects of navigating ServiceDesk and here are some figures:

Loading a request from the main screen (average size, one line of text) 25.359 seconds

Loading a request from the main screen (average size, half a line of text) 17.845 seconds

Clicking the solutions tab 9.266 seconds

The biggest problem is accessing requests, searching for requests and loading the request details. It takes too long. I have been running monitoring on both the front end server and the back end and they are not under particularly heavy load at all.

Could someone please suggest any routine maintenance I may complete or some steps to clean up our ServiceDesk installation?

Also, is there an Australian support contact now? We used to go through Bellridge Pty Ltd but they are no longer our first port of call.

Looking forward to your suggestions and assistance, thank you.