Slow response time when selecting Catalog Item

Russell Abbott
Kilo Sage

‎03-01-2024 09:55 AM

I noticed recently that when selecting an item from the service catalog, I seem to get a very long wait time before I'm presented with the item. See the inline picture. Sometimes the transaction time can go up to 50+ seconds. I've looked for BR/Script that might be causing this but I haven't been able to find anything. I occasionally have these long waits when loading other records too.

 

Does anyone have any suggestions or similar experience or ideas of what I should check?

 

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Ademir Amaral1
Kilo Sage

‎03-01-2024 10:14 AM

Hi @Russell Abbott 

 

Here we had a spike in extreme slowness in the approvals of any ticket, where the approvers were not loaded. After much analysis we identified a huge queue in the flows, I suggest taking a look to see if there is anything wrong there.

The correction was to inactivate a flow that we no longer used, called "Give User AES Access", and in the version we were in, this flow came by default without a parameter.

https://support.servicenow.com/problem.do?sysparm_query=number=PRB1724161

Another alternative is to look at the performance dashboard, called "ServiceNow Performance" and see if you can extract any information from there that will help you in your investigation.

And you can also request an assessment on your instance from the ServiceNow team.

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