ServiceNow Response time/ Loading Page Slow for only one user

[Community Alums]

Hi All,

We have one user, when she opens ServiceNow starting from the Instance load itself, the response time to load the page is too much.

• Normal User -> Response time to load instance/welcome page : 03249 ms.
• This particular user ->  Response time to load instance/welcome page : 25585 ms
• Same case, while opening any ticket form/list view.
• Running Transaction seconds pop up appears at almost every click.
• We can experience the same, when we Impersonate her. So, its not the network/browser issue.
• The Number of tickets she has the access to/ Filters are all in normal range, in fact less only.
• Tried the Order Sorting list method too.
• Cache Clear is of no use too.

What could be done? 

Any help really appreciated. Thanks in Advance!

Regards,

Anjali Fulwadhwa

[LaurentChicoine]

I recently saw this blog post that might be the cause of the issue. Check if the user has many active chats in Connect.

https://community.servicenow.com/community?id=community_blog&sys_id=f2ecee9ddbc87b00fece0b55ca9619bb

[imrac14]

Hello, I cant access the link above. How do I go to Connect please?

[Ian Mildon]

For something like this, clearing the cache was a little overkill and will in fact make the instance slow down as everything gets re-indexed.

My suggestion would be to take a look at the System Diagnostics > Stats and take a look at the various tools there. Or if you want to take a more pro-active approach, go to User Administration > User Preferences and search for the affected user, then delete their preferences to reset their "experience" back to when they first logged into your instance.

[Kunal Madne]

Will there be any issue if we delete the preferences?