Solving Performance Problems
Definition
EasyVista products may be affected by slowness and performance issues depending on the configuration, user activity, processes with high resource consumption, and miscellaneous programs such as anti-viruses, etc.
A few recommendations can help you optimize your product for better performance.
EndDefinition
- If the problem persists, you should declare an incident on the EasyVista Support site and provide the requested elements.
See the relevant procedure for your product. - Once the elements provided have been analyzed, the EasyVista Support team will communicate the solutions that can solve your performance issues.
How to optimize response times
On the Service Manager platform
Step 1: Look for the causes of performance issues
1. When are these slowdowns worst?
- When Service Manager starts?
- During navigation?
2. Which objects are affected by these performance issues?
- In specific menus? If this is the case, which ones?
- In specific forms?
- When performing specific actions?
- When running specific wizards?
3. Who is affected by these performance issues?
- All users?
- All sites with access to Service Manager?
Step 2: Optimize the identified processes
Performance issues related to scheduled tasks, e.g. scheduled alerts, scheduled reports, calculation of trends, or integration
1. Schedule tasks that consume significant resources. Do this for as many of them as possible.
- They should be scheduled to run outside the platform production periods, i.e. at night and on weekends wherever possible.
- For 24/7 platforms, they should be scheduled to run when the number of connected users is at its lowest.
2. If you work in an international organization with different service hours for each country, you should run tasks on a dedicated environment, rather than on the production environment.
Performance issues related to Power BI reports (extracting and refreshing high volumes of Service Manager data when running Power BI reports)
1. You should schedule the execution of Power BI reports outside the platform production periods, i.e. at night and on weekends wherever possible. Should you need more information, see How to configure Power BI report scheduled refresh.
2. If you work in an international organization with different service hours for each country, you should run Power BI reports on a dedicated Report server, rather than on the production environment. Should you need more details, please contact your EasyVista consultant.
Performance issues related to business rules
1. Run rules only when necessary.
example To run a process once a Send Email type of action is generated for a group, you should configure the conditions in the definition of the business rule instead of adding conditional steps to the start of the process.
2. Check the trigger conditions for rules.
3. Ensure that processes do not contain any loops.
Performance issues related to scheduled reports and views
1. Restrict the number of records and columns displayed to a minimum.
- The number of records is specific to each user. You can, however, restrict it for the entire platform in the Other Parameters {ADMIN} Grid: Maximum number of rows.
- The number of columns corresponds to the different fields to be displayed in views. You should define several views within a report instead of displaying a large number of fields.
2. Avoid performing extractions of reports during the business day, irrespective of their format. You should use scheduled reports instead, and schedule them to run outside production periods.
Performance issues related to other programs
1. Check the time scheduled for running anti-virus programs:
- On the application server
- On user workstations
How to declare an incident on the EasyVista Support site
Note: Declare an incident only if the problem persists after you have applied these optimization recommendations.
Slow performance detected on the Service Manager platform
1. Capture HTTP traffic using the tool integrated within your browser. See the procedure.
2. Generate show stack captures. See the procedure.
3. (optional) If you are using an On Premise version, locate the log files.
- EasyVista > Tools > Server > MSSQL > Log: SmoServer logs. Logs containing a Warning should be provided.
- Apache > Logs: The Apache logs are called error.log and access.log.
4. Create an incident on the EasyVista Support site.
5. Attach the above elements to your incident, i.e. HTTP traffic, show stack captures and logs.
Slow performance detected on the Service Apps platform
1. Capture HTTP traffic using the tool integrated within your browser. See the procedure.
2. Generate show stack captures. See the procedure.
3. Create an incident on the EasyVista Support site.
4. Attach the above elements to your incident, i.e. HTTP traffic and show stack captures.