Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.
Endpoint Management Community Blog

Improving Servicedesk Incident Template Loading

Created: 17 Feb 2010 • Updated: 17 Feb 2010 • 1 comment
BRING's picture
0 0 Votes
Login to vote

One of the more common concerns among new Servicedesk users is the speed with which the incident management templates load. The recent release of MR1 has improved that process, but there are still some complaints. The procedure outlined below will help reduce that time even further. Please note that there are some fields that may require access to external databases, such as the Symantec Management Platform database. If that database is slow in being accessed, load times will be affected until all data is received at the Servicedesk server.

Since each of the pages (templates) are contained in the SD.Feeder projects (and resulting web pages), creating an application pool specifically for those pages will allow them to receive a small performance gain. This is especially useful on Servicedesk servers that have a large amount of RAM available.

To create the application pool and assign it to the websites:

  1. Open up IIS
  2. Right-Click on Application Pools, Select New>Application Pool


  3. Name the Application Pool - suggested naming like"SD.Feeder_AppPool", etc.


  4. Right-Click on the newly created application pool, select Properties, then Select the Identity tab.


  5. If you are using KB 50197, then you will need to change the Application Pool Identity to reference the select the Configurable option and adding in the Domain Service account used in the KB article.


  6. Next, expand the Default Web Site, and locate all of the the SD.Feeder websites


  7. Right-Click on each one, Select Properties, and then, using the menu dropdown for Application pool:, select the Application pool previously created.


  8. Click OK
  9. Reset IIS and Restart the Logicbase Server extensions.

This will improve web page performance for the incident templates.

Comments 1 CommentJump to latest comment