Extremely long loading time on Service Portal

[Tom Sienkiewicz]

Hi everyone,

I am struggling with a big issue regarding the new Service Portal. Wonder if anyone has had a similar experience and have you been able to find a solution?

Basically I am using the Order Guide widget to allow end users to choose multiple items under a request and provide some general information in the order guide fields.

I have 48 items included in the order guide and the SP loading times are ca. 15-30 seconds!! absolutely terrible.

What happens is SP loads all the related catalog items together with their variables, client scripts etc. at the beginning of loading the page. That is fine but why is it taking so long? We are not speaking 10 MB of data, this is all in JSON format, it should definitely work faster.

Official response from SN was "kindly remove the order guide and use SP as in the out-of-the-box version (simplified homepage, ordering single items)". Unfortunately, not possible in this case. So perhaps someone had any experience with order guide widget/functions and knows of any tricks I could implement? I would be very grateful for any hints.

Thanks,

Tomasz

[Harry Campbell2]

Thanks Tomasz, that is really helpful.

Do you know the name of the widget that holds the catalog items? Struggling to find it.

[Tom Sienkiewicz]

We wrote our own widget for displaying the requested items which I think was extended from the SC Categories widget but I assume this would work with OOTB also... there is another one called Requested Items which also displays the items in a list or as tiles... can't remember exactly now.

[Harry Campbell2]

I like the idea of displaying as tiles, unfortunately can't get into that Dev instance to view.

I'm going to have to spend some time with this to figure it all out, we don't have a ServiceNow Dev in my company but I'm determined to get this going

Thanks for your help Tomasz

[Tom Sienkiewicz]

oh sorry, that was not meant to be a hyperlink... as it points to our dev instance You can find the widget by the name on your instance probably.

If you would like to play around in sandbox environment, you can get a free dev instance from SN developer website (assuming you don't have one yet).

[Syvo]

Hi Tomasz,

I'm starting to work on this issue (although I can't believe it has not been addressed by ServiceNow already) and this discussion does help.

Right now I'm still wondering how I'll show the guide itself without using $sp.getCatalogItem, which would load all the items. How do you construct the sc_cat_item object that will show the guide variables ? Did you rebuild the object using your own constructor ?

Thanks,

Sylvain