Does anyone else find Service Operations Workspace slow?

[sallyf-zurich]

Hi All

We have recently moved to Utah switching on the new UI and also moving to the new Chat tool.

Our main Service Desk is outsourced supporting over 45,000 customers around the world and in all of their 5 locations they complain that compared to call module the system is intermittently very slow and hampering their ability to support our customers.

ServiceNow have been supporting us but so far nothing has made a major difference and we are a month in...

I just wondered if anyone has or is experiencing the same before we start engaging network teams etc.

Sally

[Community Alums]

In an effort to indirectly improve the speed of SOW when it comes to opening a CTI Interaction record for the user who is calling the SD, we reached out SN to help us understand why the CTI Interaction record was opening in a separate browser tab rather internally in the current browser tab where SOW was already open and actively being worked on by the SD Agent. We initially were advised that this could not be done but then after a month were advised to use OpenFrame (OpenFrame overview (servicenow.com)).

Has anyone used OpenFrame in general or used it to open a record within the SOW tabs.? 

This is a side item we have while troubleshooting SOW latency issues.  Basically, the interaction record opening in a new browser tab was just making the SOW slowness more evident as it had to reload again on each call to the SD. So, as a quick win we wanted to prevent the reload and just have the interaction record open as a tab within SOW.

[sallyf-zurich]

Ah how frustrating. We had a different outcome following the escalation call last week - see email below... So I'm intrigued why they are not asking for the same information from all customers impacted as the issue is intermittent for us so I suggested they should ask all impacted clients to support this. @andreaswasmer  any views?

I would like to start with the good news:

• The Development team of the Service Operations Workspace has confirmed their help and support on the issue.
• They have an idea and experience on how to track and analyze this. 
• Their assumption is, it is rather an issue on the client-side execution rather than on the server side. But that needs to be proven.

And, unfortunately, here is the bad news:

• They need your support for gaining the evidence. What they need is the following:
  • The agent needs to record the behavior in a screen captioning video.
  • The agent needs to create a “HAR file” at the same time as the video captioning happens as this logs on what is going on in the local browser. Here is a page where it is described how to create this file.
• If an agent experiences, the workspace starts to be slow, they need to 2 files.
• We will add them to the case we have opened, and the Dev team starts analyzing them.
• I am aware, I ask you quite a task. But my Dev team has convinced me, this will help to determine what is going wrong and why.

I am confident, with your help as described above, we do the next step to bring you a better and more reliable Service Operations Workspace.

[andrewfb]

Seriously ? We have had multiple zoom calls with them and they recorded the slow performance everytime

[sallyf-zurich]

Same - it didn't go down great with our partner who runs our desk but we shall do what we need in the hope it helps.

[dmorgan_isc]

I provided HAR files as part of my case (CS6781070) if they can access that