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JIRA Service Desk Lags

Tim C

When trying to access a project in the service desk that has it enabled, from the "All Service Desk" page we are seeing a longer than usual load time into the service desk for that project. It is like this for any project which has service desk installed on. I tried placing the plugins into safe mode to see if speed increased but the load time is still slow. Are other users having this issue and if so is there any work around. Could it be a configuration issue on our side? Any suggestions welcomed.

Accepted answers

ɹǝʞɐq pɐɹq

Investigation has shown a performance problem around the "Request Types" (called Selections above).

The code is being to eager and loading not just the request type names but their inner configuration of form and field values. This results in N * N sql queries.

https://jira.atlassian.com/browse/JSD-502has been raised to fix it.

I still urge people to contact support about their specific problem and also to examine the SQL interaction times in their specific environments.

Because for some people N * N sql queries complete in sub seconds and for others it 1 second per SQL interaction.

All comments

Vincent Kopa _Ovyka_

We've encountered the same issue. No help yet, but we're contacting support.

Tim C

I believe i figured out the performance issue we were experiencing. We currently have two projects setup for service desk. One project has a very large selection of Customer Portal Selections to choose from as a end user. The other project does not and its performance is much faster. So i guess the poor performamance is caused from the large selection of Customer request types that are setup in the project. Not sure if there is anything we can do to help the performance without removing some of the request types.

Vincent Kopa _Ovyka_

Hi Tim, you're right, we also confirm your hypothesis.

I don't thin we have to remove questions, rather wait for devs to fix this...

We've already reported this as a support issue

IT Solutions Team

Just curious, how many is a "large selection"?

Tim C

We currently have 61 request types for our end users.

Vincent Kopa _Ovyka_

in our environment, 40 questions => about 18s display time, and half of that also means about half the time... Some trainee's work ?

ɹǝʞɐq pɐɹq

Investigation has shown a performance problem around the "Request Types" (called Selections above).

The code is being to eager and loading not just the request type names but their inner configuration of form and field values. This results in N * N sql queries.

https://jira.atlassian.com/browse/JSD-502has been raised to fix it.

I still urge people to contact support about their specific problem and also to examine the SQL interaction times in their specific environments.

Because for some people N * N sql queries complete in sub seconds and for others it 1 second per SQL interaction.

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