Long transaction time issues

[sunilsafare]

Hello Experts,

We are facing the long transaction time issues for some users. If they open the incident or problem form and update the ticket, then it is not updating and transaction is running for long period. This is not reproducible if we impersonate to those users. Could you please help me how to resolve these kind of issues.

Note: We are on berlin version

Thanks!

Sunil Safare

[gaurav56]

Hi Sunil,

See the ratio of response time. you can see on right bottom corner of the page. According to that you can find whether issue is related to network,server or browser.

[Jochen Pohle]

Hi Sunil,

you might want to check business rules that run when such a transaction is done. Try to enable some of the Debug options we offer to help you trace the performance issue.

Greets,

Jochen

[sunilsafare]

Hi Jochen,

Transaction is fine when I impersonate to user and update, but it only happens when the user is updating in his machine. Could you please help me what else I need to check.

Thanks,

Sunil Safare

[Jochen Pohle]

Hi Sunil,

impersonating a user should give you the same environment as when the user logs in him/herself, at least in current versions of ServiceNow. I would try to narrow it down, for example is this isolated on 1 user or to a given user group? What makes this user or group special compared to others? Are there any special scripts run when this user commits data? Any workflow actions that get executed upon update?

I'm afraid I can't help any further.

Greets,

Jochen

ps: This forum is about a business performance application called Performance Analytics and not about system performance. Maybe posting in a different forum can help solving your issue.