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ServiceDesk Plus is widely deployed by businesses across countries, time zones and sites. The challenge was to make ServiceDesk Plus scalable without complicating it. It was important to make sure that scalability to be implemented with the default database, MySQL. ServiceDesk Plus enables you to deliver world class performance with MySQL and MS SQL Server. ServiceDesk Plus is optimized for MySQL. However, we recommend MS SQL Server for high volume and large scale installations. The Real Simulated EnvironmentWe created a simulated environment with a help of a few customer's sample data. The idea was to create a scenario exactly as customers with large scale deployments so that we have requests with text and attachments and assets with data. The simulation was configured on a system with the following configuration with more than 5000 requests. SetUp Details of the Simulated Environment are below
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| Server Information |
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| Operating System | Windows Server 2003 |
| Hard Disk |
80 GB |
| RAM | 4 GB |
| DataBase Used |
MySQL |
Request Count
| Numbers |
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| Total Number of Requests | 5000 |
| Total Number of Requests having attachments | 2000 |
| Average replies per request | 3 |
Rows Present in DB
| Tables | Rows of Data |
| WorkOrder Table | 20000 |
| Notfication Table | 78000 |
| WorkOrder_Threaded Table | 5000 |
Roles and Operations:
| Technicians and Requestors | Numbers |
| Requesters accessing ServiceDesk Plus | 400 |
| Number of Requests created per day | 100 |
| Technicians accessing ServiceDesk Plus | 100 |
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To simulate technican's operations we had also simlated random technician frequent actions such as
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The simulated production environment is tuned before executing the operations,
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JVM heap size is configured to 1300M
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Mysql DataBase configuration are such that it uses 2GB for buffering the data
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URL for /custom is excluded - to avoid context switch in tomcat framework
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Database Connection is set to 150 with corresponding max-pool-size as 200
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Tomcat is configured to support 180 parallel threads/requests
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Expiry is set of .html files so that browser will not send request for html files.
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Database cleanup - deleted unnecessary entries in aaaaccsession, auditrecord tables etc and deleted outofoffice, undeliverable mails.
The following results were Observed in the Simulation
| Tables | Previous Versions | Build 7019 | Build 7019 after performance pack | Build 7500 |
| Open Requests | 170.4 secs | 24.2 secs | 1.84 secs | 2.19 secs |
| OverDue Requests | 160 secs | 23.6 secs | 2.08 secs | 2.19 secs |
| Custom View | 159.6 secs | 25.8 secs | 1.96 secs | 2.21 secs |
| All Requests | 172.2 secs | 25.8 secs | 1.96 secs | 2.36 secs |
| Request Details Page | 108 secs | 13 secs | 4.76 secs | 4.38 secs |
| New Request Creation | 24.8 secs | 16.8 secs | 5.28 secs | 7.29 secs |
| New Req with Attachment (150 kb) | 24.2 secs | 17.2 secs | 5.4 secs | 7.40 secs |
| Edit Request | 16.4 | 16 secs | 5.14 secs | 5.05 secs |
