All processes that include SD operators that even retrieve a single row are quite slow to complete. The time to complete can vary, but it can take up to 30 minutes or even more to complete a single process while the normal time takes no longer than 20 seconds or less.
Service Desk 14.1, PAM 4.3, 4.2
Several calls occurred during the peak time of use of the application, these calls made from PAM connected SD and at the same time SD tried to authenticate the user with the OS, since the OS received to many requests it caused a bottle neck that prevented to complete the process in the expected time.
NOTE: Before attempting this ensure that there is no single instance in PAM calling the SD operators, otherwise you will need to launch the process(es) again.
1. Log in SD and go to the Administration tab->Security and Role Management->Contacts.
2. Verify the access type of the contact that is being used to connect PAM to SD Web Services.
3. Open the access type and check the Web Authentication tab.
4. If it is set to use the OS change it to "PIN" and set a field in the contact details to be used as the password field.
5. Test the process again.
Web Services Best Practices for CA Service Desk Manager (CA SDM)
Tune CA Process Automation