List view performance issue possible root causes

[zheil]

Hi All

Some of our users experience an unusual performance issue and I would like to know if anyone has experienced anything similar.

The issue is that certain list views load in seconds for most of the users, but for some other users those views load in 60+ seconds. Network and browser response times are okay, while server response times are high.

There is no difference between the impacted and not impacted users' settings, no difference between their browser, location, users are in the same groups, list view ordering is the same, instances without read-replica are also impacted so this is not a replica issue, and the issue is consistent and reproducible at any time.

Any thoughts?

[harikrish_v]

Hi Zalan,

1.   Check if number of records being displayed on each page is 20. This is the optimum value for this property. Goto User Preference and open this record->rowcount . Make sure the value is correct.

2.   Turn on Debug SQL and see what is impacting the performance when the list loads. Make sure you are impersonated to the right user.

3. Check if the page loads faster without any filters(that you have given for this module). If the page loads quicker without any filter than with it, you might want to index the fields used in this filter(contact ServiceNow for indexing fields)

4. Check if there are any calculated fields on the list layout

Thanks & Regards,

Hari

[zheil]

Hi Harikrishnan Vijayan

Thanks for your comments.

1. Row count setting is correct.

2. The issue is the inconsistent behaviour, so what's unclear is why only some users are impacted.

3. A relevant index was added by ServiceNow, but it did not resolve the issue.

4. There are no calculated fields in that view.

[harikrish_v]

ok, another thing..check which node these users are connected to, if the users experiencing lag are connected to the same node, ask SNC to restart it and then try. Its a long shot, but might work. To know which node you are connected to, you can append stats.do to your url like

myinstance.service-now.com/stats.do

[zheil]

Thanks, it did not work. An SN engineer is working on this, I'm really curious about the root cause and will update this thread when the investigation is complete.

[harikrish_v]

so am I. Pls do update this thread once he gives you the resolution.