ServiceDesk Plus Cloud – Slowness issue

Hi,

This is an advisory on application responsiveness issued to all the users of ServiceDesk Plus Cloud application. You are requested to read the following advisory carefully to understand the issue, the measure we have taken and our recommended plan of action.

Issue reported: Slowness of the application from 1am PST, 23rd January, 2019.

The root cause identified: An application update on Monday (Jan 21’st).

We released a bunch of features including enhancements to the Request List View. T he contents of the request list view were to be fetched by API calls and fetching requests based on groups in these API calls have caused DB performance issues . As a consequence, one of the DB clusters is showing a slow response.

Impact: Customers whose data resides in the affected DB clusters.

Action plan: Our DBAs are currently looking to optimize the queries and address the performance issues. Once we test and resolve the issue, we will send out an application update. However, till then, as a work around, here are the recommended actions you could take:

Go to the Request list view page ( Requests Tab) and do the following:

1. Go to Table Settings (at the right corner of the list view) and

a) Set the Records per Page value to 10.

b) Set the Refresh Frequency to Never .

2. In the request list view filter, do not use Group based filtering.

We apologize for the inconveniences caused. We have already mobilized an incident response team to resolve the issue as soon as possible. We will post regular updates (every 4 hours) on the measures taken and the status of the resolution.

If you have any queries or concerns please do reach out to us servicedeskplus-ondemand-support@manageengine.com

We appreciate your continued support.

Thanks.

ServiceDesk Plus Cloud Support team