RITM & RTask Forms Loading Slowly (Catalog Item Linked to Universal Request)

[Ananya12]

Hi,

We have a catalog item which is linked to universal request and that catalog item contains 27 UI Policies and 23 Client Scripts. 

When we raise a request using this catalog item, both the RITM and RTask forms take a long time to load.

To troubleshoot, we temporarily deactivated all associated Client Scripts and UI Policies to check if they were causing the delay. However, the issue still persists, and there was no noticeable improvement in load time.

Additionally, even simple actions like updating comments in the task and saving the form are experiencing the same delay.

This behavior is specific to this particular catalog item, other catalog items are not experiencing similar performance issues.

Has anyone encountered a similar issue or can suggest possible areas to investigate further?

Thanks in advance.

[Tanushree Maiti]

Hi @Ananya12 

We faced a similar issue with two catalog items where the page became extremely slow during load and eventually timed out.

The root cause was a variable referencing the cmdb_ci table without any filtering. Since our instance is quite old, the table contains a huge amount of data, which caused the catalog item to take too long to load.

After applying a proper Reference Qualifier to filter the records, the issue was resolved.

At your end, please check the following:

1. Verify whether any variable or script is querying a heavily loaded table without proper filtering.
2. Check if any Script Include is being called from a Catalog Client Script, and ensure that the Script Include is not querying large tables without conditions or filters.