Troubleshooting Slowness in SDP Cloud: HAR File & Network Trace Guide
SDP Cloud Performance Issues: What to Share with Support
If you are experiencing performance issues in ServiceDesk Plus Cloud, sharing the right information with our support team can help us diagnose and resolve the issue faster.
Please go through the checklist below and provide the necessary details when raising a performance-related ticket.
Scope of the Issue
Is the performance issue affecting the entire application or limited to a specific module (e.g., Requests, Changes, Assets)?
User or Network Specific
Is the slowness observed by all users, or is it limited to a specific user/group or those connected to a particular network?
If yes, refer to our network configuration guide to ensure all required domains are allowed:
https://pitstop.manageengine.com/portal/en/kb/articles/network-configuration-domains-to-allow-for-servicedesk-plus-cloud-access
Cross-Network Check
Have you tried accessing SDP Cloud from a different network (e.g., mobile hotspot, try different devices & browsers) to see if the issue persists?
Time-Based Occurrence
Does the slowness occur only during specific times of the day (e.g., peak hours)?
Capture Screen Recording
Follow the steps in this link to capture a screen recording within the ServiceDesk Plus Cloud application., https://pitstop.manageengine.com/portal/en/kb/articles/screenrecrodingandhar
If the issue persists or recurs, please help us analyze it further by providing the following technical details along with the above information:
1. HAR Files: Browser console logs will be automatically shared with the support team along with the screen recording captured through the above process.
2. Traceroute Results
For Windows:
Open Command Prompt and run:
tracert sdpondemand.manageengine.eu (Kindly refer to the note)
tracert <your custom domain URL>
For macOS:
Open Terminal and run:
traceroute sdpondemand.manageengine.eu (Kindly refer to the note)
traceroute <your_custom_domain>
Please update the domain suffixes based on your Datacenter. Kindly refer, https://help.sdpondemand.com/general-faq-s$dc-url3. Public IP Address
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