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Absent Member.
Absent Member.
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Service Manager 7.11 Slow when escalating and creating an incident and closing the incident

I have a HPSM 7.11 server in our environment and  have a similar slowness issue while

1) creating interaction and escalating to incident for incident creation and incident creation takes more than a min

2) while closing the incident it is slow taking more than a minute or more to close.

But some times it will be normal 

What are the probable causes for this and how to fix this issue ? some one please help me

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Service Manager 7.11 Slow when escalating and creating an incident and closing the incident

Besides suggesting that you upgrade from 7.11 to a more current version, you could try to trace these actions with the parameters of RTM:3 and debugdbquery:999 and then look at the log to see what queries take a long time or by watching the time stamps, you can see where the system is spending much of its time.

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Service Manager 7.11 Slow when escalating and creating an incident and closing the incident

Could be something to do with a way information retrieval process is handled. If it's handled synchronously, IR is updated immediately.

Check SM help's article named "Start IR Asynchronous mode" to see more information. Or if you have not set up the help docs, from the web:

http://helpfiles.intactcloud.com/SM/9.31/SM9.31_OnlineHelp/Content/database/tasks/start_ir_asynchronous_mode.htm

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Moving on, this account is no longer active. Best regards, Kelalek
- So Long, and Thanks for All the Fish
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