When planning the installation of CA Service Desk, must be taken into account the following subject "Anti Virus (AV)", it is very important you set exceptions in the AV Server.
Planning the Creation of Environments with CA Service Desk.
Additionally, there are scenarios where somehow the Anti-Virus is enabled after CA Service Desk is installed i.e. Windows Group Policy settings. When it happens, you can face performance issues or even unexpected behaviors when starting up and running CA Service Desk. It will sound like network or infrastructure issues, but in the end, you will realized the issues happen because of the anti-virus.
CA Service Desk 17.1
CA Service Desk 17.0
CA Service Desk 14.1
CA Service Desk 12.9
We recommend that you exclude the CA Service Desk Install Folder (NX_ROOT) from the anti-virus (AV) scan. By default, this directory on a 64-bit Windows OS is "C:\Program Files (x86)\CA\Service Desk Manager".
However, include the directory where CA Service Desk stores attachments. This directory by default is "NX_ROOT\site\attachments".