Performance issues across entire system all users

[Katie A]

We are having some very impactful performance issues in our instance. We are concerned because we are on the verge of populating our CMDB with multiple data sources -- but we aren't comfortable proceeding considering the system performance is already terrible. Most of the time pages are just very slow to load, but other times the page does not load at all and the browser crashes.

The issue affects ALL users in ALL areas of the system. The issue is affecting production as well as dev and test instances.

We are seeing client transaction times around 15 seconds, some as high as 20 seconds.

I opened a ticket with support but they gave us the run-around with insufficient answers, such as checking homepage refresh times. They were dismissive and tried to mark the incident as resolved without giving us any real solutions.

They checked out the health of our nodes and explained that everything seemed normal. We moved data centers about a month ago and we have requested moving back to the old data center to see if that might have been the cause of the issue.

Still, we are skeptical and extremely unhappy.

The issue cannot be homepage refresh times since the same issue is impacting both Dev and Test where there is only ONE user working there on a daily basis.We are a small company and we only have about 40 users in the system.There is no way that homepage refresh times are causing such response issues.

I checked all of the performance graphs on CPU, JVM memory, SQL transactions, etc. I don't see anything obvious in those graphs to indicate a problem.

Attached is a screenshot of the client response times which is very slow.

We are on Fuji Patch 10. The issue started about a month ago and has gotten worse in the past few weeks.

Has anyone experienced similar issues? We are not sure how to proceed considering the lack of real help from support.

[adaml_johnson]

Hi,

we were advised to abandon our branded self service portal and return to the basic one in order to improve performance. We have wait times of around 2 seconds in Europe, where our instance is hosted and up to 10 seconds in Asia and South America. We would like to improve both although I have understood that we should not expect better than 5 to 7 seconds for China, Indonesia, Argentina, etc, with our instance being in Amsterdam.

We are a bit in doubt if this advice makes any sense, any input from the community on this?

Also on the live feed, did that make a big difference? Might be something to look into also. Thanks everyone!

[Uzzawal Agrawa1]

We are facing similar issue because of open chat sessions and it loads first as soon as you login in system. 

Did you find any solution from ServiceNow on this ?

[webyork]

Have you ever had a satisfactory response from ServiceNow regarding this, as we are experiencing almost identical issues since upgrading from Eureka to Helsinki. At the moment we are comms with ServiceNow. But havent made changes as suggested in the thread here (i.e presence or live feed), so still set to out of box.

Any insight on best course of action would be most appreciated.

[adaml_johnson]

We haven't had any useful response so far, kind of disappointing. Our Service Delivery Director is going to their conference next week and he will try to get someone's attention. Funny enough that conference is called 'Work at Lightspeed' but that is not exactly what our users think of Servicenow, they more commonly refer to it is 'ServiceSlow' or 'ServiceNo'.

Turning off the live feed does improve things for our remote users we have learned. Without the branded self service and without chat the performance in Asia is around 6 to 7 seconds for opening an incident record and 2 seconds for opening a popup on the form. Reports however take a whopping 4 minutes to open.

Anyone any other things we can try? Does anyone use VPN into China and if yes, is that any better than regular internet? Any fears of China restricting the use of VPN's?