Service-Now is slow for only one user

[jai123]

Hello All,

Service-Now seems to be very slow for one particular user and for all the others it is working fine. Not sure what might be the reason. He is having same filters as his team members but for all his tem-members it works fine. When try impersonate him and see, then also we can observe the issue. So it is not exactly Internet Issue or Network issue.

Anybody knows what might be the reason or if any settings need to be changed, kindly help us.

Thanks in Advance

[Martin29]

Have you tried to clear his cache first?
https://youinstance.service-now.com/cache.do

We had some issues which affected only single users in the past like forms shown different and that sort of things.
Maybe he has something "bad" in his cache - at least this solved "mysterious" problems permanently for a few times now for us.

Maybe it doesn`t help - but it doesn`t hurt as well as far as i know 🙂

Regards!

Martin

[Slava Savitsky]

cache.do command clears the cache of the whole instance, not just one user. This operation can have negative impact on system performance and should therefore be done outside of business hours. Here is quote from Troubleshooting Performance Wiki article:

Ensure that a cache flush is not being run during business hours. Scheduled cache flushes, using cache.do, can affect overall performance and degrade system response times. Cache flushes are intended to prevent older data from interfering with changes and updates. Cache flushes should not be run during business hours and automatically triggered cache flushes are not recommended.

[Martin29]

Hi Slava,

you`re surely right in general according to what you posted with your comment.
Based on my experience with cleaning the cache it`s only taking some seconds.
Maybe that`s not representative for all instances - i should have thought about that.

I also would only recommend it in case strange things happen (e.g. for one single user) as else you could up with searching for a pretty long time for something that can easily be solved by just cleaning the cache.

If there is something wrong in general with the filter it sounds a little strange if it`s not working (or horribly slow) for only one single person - it should affect more users then.

The funny thing is that this was suggested to me and a colleague of mine in the SN Admin course for things like "a single user only get`s a white screen in the browser when loggin on" - which is directly fixed with the cache flush.

Anyway thanks a lot for your remark 😉

Martin

[Slava Savitsky]

I absolutely agree with you that cache.do can sometimes solve all kinds of weird issues. Although a little bit of caution is never a bad thing

[casey_barela1]

Wondering if there was any new knowledge on clearing a user's cache. We have had a few users in the past where the system homepages will not show certain filters but only for a selected user or 2.

We have done a cache.do a few times while the user was logged in and as an Admin and this has not fixed it. Just wondering if someone had found a way to reset a user to defaults or something to that fashion.