Service Desk Request screen slow for some groups
Hi,
Since upgrading from 7022 to 7506 my technicians are complaining that response time is a lot slower when opening the request tab.
We have several different groups defined for teams using our service desk. The two groups that have the most number of requests (total) are the ones that are very slow even though there are under twenty open requests in each group.
The request page displays nothing for 10-20 seconds when you select one of these groups and then loads. Other groups load instantly.
I am running SD+ on a dedicated server quad core server with 4GB ram with an MSSQL database on a different server with similar specs. The SD+ software is configured to use 1GB of RAM as it will not start with any value higher than this in the wrapper.conf file. I have run SQL profiler on the database while technicians are using the system, and running the queries from profiler against the database returns results in under 1 second, so the problem has got to be with the SD+ application. Server resources on both servers are barely being touched. with CPU barely spiking every once in a while.
We have up to 100 technicians using the software with about 20 sites configured even though all technicians are based at the same site. There are about 50,000 requests in the system with only a few hundred open amongst 8 groups. I have tried creating an archive group for one of the slow groups and moving all closed requests that are older than 3 months into it, but this has not improved performance.
Has anyone else had similar problems or know of any way to fix this issue? People are starting to mention rolling back to a previous version which will make me tear my hair out so I would rather find a way to fix the problem as quickly as possible.
Thanks
Since upgrading from 7022 to 7506 my technicians are complaining that response time is a lot slower when opening the request tab.
We have several different groups defined for teams using our service desk. The two groups that have the most number of requests (total) are the ones that are very slow even though there are under twenty open requests in each group.
The request page displays nothing for 10-20 seconds when you select one of these groups and then loads. Other groups load instantly.
I am running SD+ on a dedicated server quad core server with 4GB ram with an MSSQL database on a different server with similar specs. The SD+ software is configured to use 1GB of RAM as it will not start with any value higher than this in the wrapper.conf file. I have run SQL profiler on the database while technicians are using the system, and running the queries from profiler against the database returns results in under 1 second, so the problem has got to be with the SD+ application. Server resources on both servers are barely being touched. with CPU barely spiking every once in a while.
We have up to 100 technicians using the software with about 20 sites configured even though all technicians are based at the same site. There are about 50,000 requests in the system with only a few hundred open amongst 8 groups. I have tried creating an archive group for one of the slow groups and moving all closed requests that are older than 3 months into it, but this has not improved performance.
Has anyone else had similar problems or know of any way to fix this issue? People are starting to mention rolling back to a previous version which will make me tear my hair out so I would rather find a way to fix the problem as quickly as possible.
Thanks