Long server response time on Service portal

[Do6pb1u]

Hello there!

Some users  have a very long portal response time but server side works fine. If I impersonalize under them, then this problem will appear for me. If you give the admin role to such a user, then the problem disappears. Other users with the same roles work fine.

[Pavel87]

Hi Dirk,

I am not the author of this thread, however I am also experiencing same issue for one user, and it is not browser related problem, as under impersonation, I am experiencing same SP response as the user.

When user (IT, so have itil role) is opening SP homepage (https://ourenvironment.service-now.com/sp) it's taking around 26-27 seconds for the page to be opened. During that time, user sees loading page. Actually, when he is trying to open anything on the SP side, it's taking a lot of time. In the native SNOW (IT view) there is no slow response time.

I thought that it might be related to user preferences (this certain one), however I've exported all his preferences from PROD and imported to one of ours test environments (when everything is working as expected, SP loading is taking around 3 seconds), however even after that, it was still working correctly in test env.

In our company we have around 40k active users in ServiceNow, and SP only behaved like that for him.

Did you experience something similar? 

Thanks in advance

[Do6pb1u]

And if I delete these users and recreate them, give them the same roles, then they will work fine.