CA Service Desk Manager Performance Problems - Quick Checklist

Document ID : KB000096803
Last Modified Date : 17/05/2018
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Introduction:
This document provides points for quick verification in situations where CA Service Desk Manager (SDM) is hitting performance issues.
Background:
By performance issues understand: delay on getting response from SDM by editing, visualizing, saving, creating information or navigating the tool.
This behavior can produce an hourglass running or a message (such as "Delayed Response from the Server") when performing the operation
Note this document will not point out all the many factors that can cause the performance problem. The intent here is to provide a quick verification list that can help resolve the problem and/or maintain the environment in good shape.
 
Environment:
CA Service Desk Manager r14.1 and r17.1
Instructions:
Run Periodic Archive and Purge for the Session Log and Activity Notification Tables
Session log and activity Notification tables can grow very quickly. If they are highly populate, you should not perform the archive and purge in a single operation. It is recommended to schedule short archive periods, say, once in a month. You can set a permanent archive job in Archive and Purge for Auditing, Event_Log, Knowledge Search Log, Notify and Session Log tables. The Attachments table can be put in this maintenance as well. The frequency depends on how fast these tables grow or on the availability to run the archive purge operation (must not be performed during peak and working hours). 

Period Maintenance of MDB Tables and Index
If running Microsoft SQL Server, ensure to shrink the transaction log files. For For other types of verification and maintenance to be done on the MDB, you should contact your database administrator. 

Avoid Contacts with Duplicate User IDs 
The following query can be used to find duplicate User IDs in the ca_contact table:\
SELECT userid, 
COUNT(userid) AS NumOccurrences 
FROM ca_contact 
GROUP BY userid 
HAVING ( COUNT(userid) > 1 )

After you identify the duplicate user IDs, ensure that you do not delete these duplicate IDs as this may cause inconsistencies in your environment. You can deactivate one of the duplicate User IDs. Recommended is that you must change one of the duplicate User IDs to as deactivated User IDs can be found through search. 

Avoid Incorrect Email Addresses Set for Users
This results in an overheard for CA SDM processors, if there are many contacts hitting this condition.

Avoid a Notification Method Set without an Email
This results in an overheard for CA SDM processors, if there are many contacts hitting this condition.

CA SDM Monitor Joins
In case, if you recently upgraded your CA SDM environment, ensure to check the Monitor Joins variable. This variable can adversely impact the performance in your environment. Uninstall this option for optimal performance.
The monitor_joins variable specifies whether updates to dynamic lists for joined tables are monitored. This option is delivered out of the box as installed. For better performance, dsiable this option through Options Manager (Administration tab, Options Manager,Request Manager) Right-click and select Edit or click the option and click the Edit button. Click Deinstall. Restart the CA SDM services to make the changes effective.

Important!
  • Do not update the Nx.env file manually.
  • Do not update the Nx.env_nt.TPL manually.
  • Do not set the value of the option to NO.
Note:
  • Best Practice when doing Changes to NX.ENV: using the 'pdm_options_mgr' command
    https://comm.support.ca.com/kb/best-practice-when-doing-changes-to-nxenv-using-the-pdmoptionsmgr-command/kb000018247
  • Best Practice for PDM_OPTIONS_MGR Changes in a Service Desk Manager (SDM) Advanced Availability (AA) Installation
    https://comm.support.ca.com/kb/best-practice-for-pdmoptionsmgr-changes-in-a-service-desk-manager-sdm-advanced-availability-aa-installation/kb000039873

The user should always disconnect from SDM, not simply close the browser in the X.
Most of the sessions will be closed by timeout, but it is possible that a few will not be cleared by SDM. This is Best Practice!

Traces should not be left active without need. It is possible one is active in the environment and you may not even know it. 
One simple way to check it is to run the following on the prompt:
pdm_logstat -vL

It should return a blank line.
If not and you don't remember of having this activated by any reason, you should contact CA Support to deactivate it.

Note there are other types of traces that can be used. If you suspect there are any active, you should contact CA Support to check if you have them active.


SREL_BLOCKS_TIMEOUT
Verify if the SREL blocks timeout table is installed (Administration tab, System, Current Locks). If this option is installed, users can experience delay when running basic activities. To resolve this situation, the SREL_BLOCKS_TIMEOUT option needs to be installed. This option can be installed by running the following command:
pdm_options_mgr -c -s SREL_BLOCKS_TIMEOUT -v 30 -a pdm_option.inst
To avoid losing the change, when you run the pdm_configure command, run the above command with the '-t' flag as follows:
pdm_options_mgr -c -s SREL_BLOCKS_TIMEOUT -v 30 -a pdm_option.inst -t

Note: You must run both pdm_options_mgr commands described above for a successful installation of the option. The option is set to "30" by default.

Note:
  • For CA SDM Conventional Configuration, the variable must be installed on the primary server machine.
  • For CA SDM Advanced Availability (AA), the variable must be installed on the background server. 
Maintaining the CA SDM Knowledge Base
Run the pdm_k_reindex command periodically to keep the CA SDM knowledge base in good shape.
Additional Information:
1. CA Service Management 14.1 / 17.1 - How to Identify Performance Problems in CA SDM
    https://docops.ca.com/ca-service-management/14-1/en/troubleshooting/troubleshooting-ca-service-desk-manager/how-to-identify-performance-problems-in-ca-sdm
    https://docops.ca.com/ca-service-management/17-1/en/troubleshooting/troubleshooting-ca-service-desk-manager/how-to-identify-performance-problems-in-ca-sdm

2. Monitor_Joins variable installed.
    https://comm.support.ca.com/kb/critical-option-to-configure-in-options-manager-for-performance-improvement-monitor-joins/kb000020544
    
3. Enable SREL_BLOCKS_TIMEOUT.
    https://comm.support.ca.com/kb/the-usage-of-nxsrelblockstimeout-to-improve-performance-in-ca-service-desk-manager/kb000028737
    
4. Occurrences of Delayed Server Response.
    https://comm.support.ca.com/kb/how-to-address-delayed-server-response-message-in-service-desk-web-interface/kb000030462

5. WEB Services can also be a point of impact, and there are Best Practices to be considered.
    https://comm.support.ca.com/kb/web-services-best-practices-for-ca-service-desk-manager-ca-sdm/kb000009370
    
6. What causes "Zombie" Connection messages in the CA Service Desk Manager (CA SDM) STDLOGs?
    https://comm.support.ca.com/kb/what-causes-zombie-connection-messages-in-the-ca-service-desk-manager-ca-sdm-stdlogs/kb000031656

7. CA Service Desk Manager (SDM) performance is poor when using Oracle Database Management System (DBMS) to host the MDB.    
    https://comm.support.ca.com/kb/ca-service-desk-manager-sdm-performance-is-poor-when-using-oracle-database-management-system-dbms-to-host-the-mdb/kb000049272

8. CA Service Desk Manager (Service Desk) and MS SQL Server Performance
    https://comm.support.ca.com/kb/ca-service-desk-manager-service-desk-and-ms-sql-server-performance/kb000021152
    
9. Archive and Purge
    https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/managing-your-database/how-to-archive-and-purge-historical-data/
    https://docops.ca.com/ca-service-management/14-1/en/reference/ca-service-desk-manager-reference-commands/data-element-dictionary/archive-and-purge/
    
10. Anti-Virus recommendations for CA Service Desk Manager (SDM)    
    https://comm.support.ca.com/kb/antivirus-recommendations-for-ca-service-desk-manager-sdm/kb000021203