Reference Qualifier to Script Include is lagging BAD!

[ServiceNowSteve]

Good Morning Team,

I am having an issue with performance and I was hoping some of you may have run across this before and knew of a way to fix it.

The issue:

On my Incident form, I have the Caller field using an Advanced Reference Qualifier and pointing to a script include. 
Without having to go into a deep dive explanation about why I am using a Script Include, suffice it to say it's required and I can't use a simple qualifier on the dictionary.

The problem is that my script include is doing a query for all active users on the sys_user table and making the pop up (magnifying glass) take 9-12 seconds to load once you click the icon.

Code:

Dictionary Entry: Advanced Ref Qualifier: 

javascript:new incidentInfo().getContacts();

Script Include:

var incidentInfo = Class.create();
incidentInfo.prototype = Object.extendsObject(AbstractAjaxProcessor, {


	getContacts : function()
	{
		//Get the Company
		var comp = current.getValue('company');

        //Define an Array to use later
		var userList = [];

		//Is the company filled out?
		if(comp == null)
		{
			//Find and Return Active Users
			var findUser = new GlideRecord('sys_user');
			findUser.addActiveQuery();
			findUser.query();

			while(findUser.next())
			{
				var userID = findUser.getValue('sys_id');			
				userList.push(userID);
			}
			return 'sys_idIN'+userList;
		}
		else
		{
            //I have commented out this section to ensure
            //Performance issue wasn't a result of this code block.
        }		
	},
    type: 'incidentInfo'
});

Can anybody see what I am doing wrong? I do have an option to promote to Production and hope that the extra processing power on our PROD instance will help with the time but I don't think that's a very elegant solution to this issue. Thoughts?

[Allen Andreas]

Hi,

Thanks. I mentioned more than just the dictionary override in my reply.

Are you saying that the out of box user query business rule has been adjusted from out of box to not filter for active users?

As that would get concatenated to any query you pull together, even from this script include.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[ServiceNowSteve]

No I did not change that rule, are you saying that if I remove the active query it will still return active users?

EDIT: I just tried to remove the active query and it returned all users (inactive as well) and still took a while to load.

[Allen Andreas]

Hi,

Please review the out of box business rule (user query -- on the sys_user table) I've described a few times above. This will tell you more about it than I can, if it's been adjusted, etc.

And as far as that entire section, you wouldn't need it at all. I'm unsure if you meant you removed just the active query, literally, or the entire GlideRecord, but if you're not doing the active query (which you shouldn't have to), then the entire GlideRecord there isn't needed. If you remove that as well, that should speed things up.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Ankur Bawiskar]

Hi,

which form is this?

If company is empty -> show active users

If company is not empty -> then show which users?

Regards
Ankur

[ServiceNowSteve]

If the company is not empty then show users in that company, basically replacing the dependency field on the dictionary. But again I can't use the dependency field because of a requirement so I have to use a script include