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Servicedesk Incident Resolution Time is Very Slow

Created: 18 Jan 2013 • Updated: 26 Aug 2013 • 5 comments
BRING's picture
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Recently, a Servicedesk 7.1 Sp1 user encountered a very perplexing problem.  When resolving incidents, the amount of time required for the process viewer to refresh and show that the incident is resolved or closed is normally a short time (2-3 mins).  However, this users system was not showing the incident resolution until anywhere from 14 - 40 minutes after the Close Incident task was completed.

Thru SQL profiler trace, and Info level log review, it was discovered that this issue surrounded incident escalations.  Further analysis showed that in the SD.IncidentManagement project, in the Initial Diagnosis Model, under the Event Configuration tab of  the Initial Diagnosis dialog workflow component, in the Escalation Configuration section,  there was an escalation named “Scheduled”.  It has a decision model with 40 elements in it, and was running every 10 minutes.  It was designed to be sent out for a scheduled re-opening of incidents that had been put on some form of hold.  It was an older process and, for the most part does not get used, and was removed in the 7.1 Sp2 versions of Incident Management.

 This is what was slowing things down.  In situations where there are large numbers of open incident processes, this ended up running over the top of itself.  

the way to bring speeds back up to expected performance is to remove the "Scheduled" escalation from the Escalation Configuration.  Save the project and republish.

As always, back up your projects and systems before making these types of changes.

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bkcbkc11's picture

To add a few comments to BRING's article on how you see this behavior.

We saw this behavior escalating over time as the use of ServiceDesk got more "heavy".

So here are some numbers on open incidents and resolution time with SD 7.1 SP1,

we observed together with our customer.

Open Incidents Average resolution time in minuts
1 - 300 3 minuts
301 - 500 8 minuts
501 - 600 17 minuts
600 - 800 28 minuts
800 - 42 minuts

So if you have more than 300 open incidents and running SD 7.1 SP1, it might be a very good idea to implement this change BRING has described in the article above.

Thanks to BRING and his team to solve this issue, which hasn't been an easy task. smiley

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WDRAIN1's picture

Does this apply to SD 7.5 MP1?

We have over 1,000 tickets open and have noticed from the time the "Create Incident" button is selected in the Submit Incident - (Advanced) (SD.Feeder.TechnicianIncidentForms) Form it is taking longer and sometime timing out casuing orphaned tickets.

While working with analyst to get these ticket closed, any insight on this would be much appreciated.

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TGiles's picture

To clarify you are seeing slow times in creating new tickets, not closing tickets as the original topic of this article discusses? 

The incident creation process can be slowed down if you are processing a significant number of rules in the OnIncidentReceived ruleset. 

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WDRAIN1's picture

Thanks for the quick response

Yes that is correct it is during the incident creation process when clicking the Create ticket button in Techncian Form, that we are experiencing slowness.

What is consider a significant number of ruleset?

We are using about  14 rules? see below  for a screenshot of the rules...

automation rule.png

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TGiles's picture

I wouldn't consider 14 rules to be a significant amount.

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