Clarity PPM: Performance issues are encountered by end users in the SaaS environment

Document ID : KB000124243
Last Modified Date : 21/01/2019
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Issue:

One or more of the following symptoms are reported:

-We have a lot of slowness with the Clarity application.
-All our actions require a wait of up to a minute before the action occurs.
-Jaspersoft reporting is slow.
-Upon log in, users receive a blank screen.
-The performance is poor after a migration or upgrade.
-App and BG logs show following error for various Clarity actions

Error message: [CA Clarity][Oracle JDBC Driver][Oracle]ORA-00028: your session has been killed 
ORA-00028: your session has been killed 

-Jobs that are in scheduled status never go to the processing state.

 

Cause:

The problem can occur at any point in the network.

 

Resolution:

Please open a case with the Support team to review the events around the slowness.

Be sure to have the following information upon request.

1. When did the problem occur?

2. Is the issue intermittent or can it be reproduced at will?

3. How many users are affected?

a. If only one user is reporting the issue, did action tracing get enabled for the user(s) affected?
b. Are they accessing the URL remotely or in the office network?
c. Has a browser trace been created for the affected user? 

4. Does an account with all administrative rights in Clarity user have the same issue?

5. Does clearing out the cache per the following article resolve it issue for the session?

Reference: https://comm.support.ca.com/kb/ca-ppm-how-to-flush-the-browser-cache/kb000023812

6. Has the issue been reviewed by the customer site network team? Has a trace been created and analyzed by the network team?
With the assistance of the customer site network team, a network trace can be generated for analysis. The packet trace can then be analyzed by the network team to pinpoint any potential bottlenecks or dropped packets.