ServiceDesk Plus

    Performance Guide

     

    Your help desk application may have the facility to store large amount of data but this can also hinder the performance of your help desk tool. This guide provides certain queries to improve the performance of ManageEngine ServiceDesk Plus.

    To execute the query, you need to access the MySQL database. Click the respective OS link (Windows or Linux) to know how to access the MySQL database.

     

    NOTE: Please restart ServiceDesk Plus after executing the query for the changes to get applied.


    The list of performance tips discussed in this guide is,


    Java Tuning

    It is required to have a 64bit server machine. The default configuration set in wrapper.conf is sufficient. However, in a larger environment, set the max heap size as follows,

    # Maximum Java Heap Size (in MB)

    wrapper.java.maxmemory=4096
     

    Enabling MS SQL Snapshot Mode


    We can enable the Read committed Snapshot in the MSSQL environment  to increase the performance of the application. It creates a snapshot or read-only database of your current results that is separate from your live database. So when you run a SELECT statement, to read your data, you are reading from a read-only copy of your database. When you change your database, it happens on the live database, and then a new copy or snapshot is created for reading against.

     

    Benefits of enabling MS SQL Snapshot Mode:

    • Simultaneous user querying of database will be possible without any delay or disruption (although load on application might exceed the usual limits)

    • User querying records will be maintained in a separate tempdb which will not be affected by other user queries occurring parallelly or subsequently

    • Database Tables will be uploaded only after a transaction reaches completion.



    Please follow the instructions given below to enable the same:
     
    1. Shut down the ServiceDesk Plus service.

    2. Please login to SQL Management studio, Please execute the below queries one by one.

    ALTER DATABASE  <db_name> SET ALLOW_SNAPSHOT_ISOLATION ON

    ALTER DATABASE  <db_name>  SET READ_COMMITTED_SNAPSHOT ON

    3. If you get a error message after executing the above queries, please
    execute the below query

    ALTER DATABASE <db_name> SET OffLine WITH ROLLBACK IMMEDIATE

    To bring the DB Back Online:

    ALTER DATABASE [DBNAME] SET ONLINE
     
    4. Still if this is not done, then execute the sp_who2()

    You will get the list of blocking queries, then kill each of them using the command:

    kill  <pid>

    pid : is the processid of the each blocking query.

    5. Once the process is killed, please proceed with step 2.

    This will improve the performance of the system.

    To verify:

    SELECT snapshot_isolation_state,snapshot_isolation_state_desc,is_read_committed_snapshot_on FROM sys.databases WHERE name='<DatabaseName>'

     

    Distributed Asset Scan

    If you have many nodes say, more than 1000, then scanning these nodes at regular intervals would hinder the performance of ServiceDesk Plus. To reduce the load on the server, you could scan these nodes using Distributed Asset Scan. All you need to do is install remote ServiceDesk Plus servers across departments. These remote servers scan the nodes at regular intervals and export the data to the central ServiceDesk Plus server.

     

    Disable Request Count

    The Request Count displays the total number of requests in the request list view page. Larger the request count value, the longer it takes to display the requests in the list view page.






    The request count value cannot be removed. Instead you can choose to view the request count, by clicking a Row Count button in the request list view page.





    To show the Row Count button, use the query,

    update GlobalConfig set PARAMVALUE='FALSE' where CATEGORY='PERFORMANCE' and PARAMETER='SHOW_REQUEST_COUNT';

     

    Disable Request Refresh Timer

    The Refresh Timer refreshes the request list view page at regular intervals. But this can slow down the performance of ServiceDesk Plus.

    You can disable the Refresh Timer option by using the query,

    update GlobalConfig set PARAMVALUE='FALSE' where CATEGORY='PERFORMANCE' and PARAMETER='SHOW_WO_REFRESH_TIME';

     

    Disable All Requests filter

    The 'All Requests' filter in the request list view displays all the requests that have been created so far, irrespective of the status. But as the number of requests increases, the performance of ServiceDesk Plus gradually slows down.




    In this case, you can remove the 'All Requests' option from the filter drop-down using the query,

    update GlobalConfig set PARAMVALUE='FALSE' where CATEGORY='PERFORMANCE' and PARAMETER='SHOW_ALL_REQUEST_VIEW';

     

    Decrease the number of requests in List View

    In the Request List View page, you would find a drop-down menu to select the number of requests to view per page. Limiting this number to 25 or 50 would eliminate loading of requests and improve the performance of ServiceDesk Plus.

     

    Disable Short Description Search

    Short Description refers to the description which appears when you hover over the subject link of the request in the request list view. By default, while performing a search operation, the short description of a request would be searched. But when you have large amount of data, the performance of ServiceDesk Plus eventually decreases.

    You can disable this feature by using the query,

    update GlobalConfig set PARAMVALUE='false' where CATEGORY='SearchShortDescription' and PARAMETER='Status';

     

    Cleanup Recent Item Limit

    By default, the recent items list is deleted once in every 15 days. But you can improve ServiceDesk Plus's performance by increasing the cleanup frequency.

    Example: If you want to cleanup the Recent Item list every 5 days, then use the query,

    update GlobalConfig set PARAMVALUE=5 where CATEGORY='CLEANUP_TASK' and PARAMETER='CLEANUP_RI_LIMIT';

    The maximum limit for cleaning up recent item list is 90. If you want to disable the cleanup, then set the parameter value as -1.

     

    Cleanup Error Log Limit

    By default, the error log list is deleted once in every 180 days. But you can increase the cleanup frequency to accelerate the backup process.

    Example: If you want to cleanup the Error Log list every 30 days, then use the query,

    update GlobalConfig set PARAMVALUE=30 where CATEGORY='CLEANUP_TASK' and PARAMETER='CLEANUP_ERROR_LOG_LIMIT';

    The maximum limit for cleaning up error log list is 365. If you want to disable the cleanup, then set the parameter value to -1.

     

    Cleanup ACC Session

    It is a table containing the session details i.e., the logged in and logged out information. These entries are not used by the application and can be removed periodically for better database performance. By default, the session details are deleted once in every 90 days but for better performance, you can increase the cleanup frequency.

    Example: If you want to cleanup the ACC Session every 30 days then use the query,

    update GlobalConfig set PARAMVALUE=30 where CATEGORY='CLEANUP_TASK' and PARAMETER='CLEANUP_ACC_SESSION_LIMIT';

    The maximum limit for cleaning up the ACC session details is 365. If you want to disable the cleanup, then set the parameter as -1.

     

    Delete System Generated Notifications

    System Generated Notifications are notifications generated and sent by the system. You can either delete all the system notifications or manually check the notifications to delete.

     

    If you want to delete all the system notifications then execute the query,

    delete from notification where senderid=1;

     

    To get the list of notification titles to delete unwanted notifications, execute the query,

    select notificationtitle from notification limit 100;

     

    Example: If the notificationtitle is 'has been added to the group', then use the query to delete notifications under this title,

    delete from notification where notificationtitle like '%has been added to the group%';

     

    Increase User Cache Count

    By default, the number of user data objects that would be cached is 500. But in case of high-end machines with better RAM configurations, this value can be increased to cache more data for quick response.

    Example: If you want to increase the cache count to 1000, then use the query,

    update GlobalConfig set PARAMVALUE='1000' where PARAMETER='USER_CACHECOUNT';

    Increase Technician Cache Count

    By default, the number of technician data objects that would be cached is 300. But in case of high-end machines with better RAM configurations, this value can be increased to cache more data for quick response.

    Example: If you want to increase the cache to 1000, then use the query,

    update GlobalConfig set PARAMVALUE='1000' where PARAMETER='TECHNICIAN_CACHECOUNT';

     

    Increase Message IDs Cache Count

    By default, the number of Message IDs that would be cached is 1000. But in case of high-end machines with better RAM configurations, this value can be increased to cache more data for quick response.

    Example: If you want to increase the cache count to 2000, then use the query,

    update GlobalConfig set PARAMVALUE='2000' where PARAMETER='MESSAGEID_CACHECOUNT';

     

    Increase E-mail IDs / User IDs Cache Count

    By default, the number of E-mail IDs / User IDs that would be cached is 1000. But in case of high-end machines with better RAM configurations, this value can be increased to cache more data for quick response.

    Example: If you want to increase the cache count to 2000, then use the query,

    update GlobalConfig set PARAMVALUE='2000' where PARAMETER='EMAIL_USERID_CACHECOUNT';










     

     

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