Hello Katherine,
"Delayed Server Response" messages can be tricky to debug. At face value, they tell you that something is taking a long time to execute and there there is a bit of detective work to find out what and where that is.
I shouldn't without getting further evidence, but I'm going to take a stab as the root cause, based the symptoms you described. As it is localised to after a database restore, to a particular server instance (But not the production where maybe it was copied from) and only happens in very specific places, AND happens consistently in those places . . . then maybe there is a bad or missing index on the database? I've no idea why as database moves are usually an "all or nothing" affair, but it seems consistent with that.
Failing that, here are some suggestions to get to the root cause of this.
1) Check the SDM stdlogs for "delayed server response" or "zombie" messages that are matched in timestamp to what the client sees. Also large "milliseconds" messages.
2) Ask your DBA to monitor what happens when you do the same action (Change Status for example) on both the prod. and dev. They are either going to see a different query being generated (In which case, why? What is different between prod and dev?) Or else they are going to see the same query but it will execute differently.
3) You could put on Fiddler to see what happens when the action is done on both prod and dev. Maybe something different is passed?
4) Are you sure that the Dev. server has the same settings as the production server? You may well have copied the
database identically . . . but what about the
rest of the environment? Is the CA SDM configured with the same variables for example? There is an
EXPECTED_WEB_RESPONSE variable that may have been bumped up in the application on the production system that didn't make it over to the dev. system.
https://docops.ca.com/ca-service-management/17-2/en/troubleshooting/troubleshooting-ca-service-desk-manager/how-to-extend-or-disable-the-delayed-server-response-timeout-in-ca-sdm
Or maybe the dev. system is "underpowered" in some way? In which case you'd need to apply general performance troubleshooting (and you'd expect it to be occuring in more places than consistently and only in one section).
Thanks, Kyle_R.
EDIT.
Also see these as they illustrate some of the troubleshooting mentioned above:
Wolken | Internal
Wolkenservicedesk |
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Wolken | Internal
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https://ca-broadcomcsm.wolkenservicedesk.com/wolken/esd/knowledgebase_search?articleId=125291
Original Message:
Sent: 08-14-2019 04:05 PM
From: Katherine Hainley
Subject: Delayed Server Response Error When Changing Ticket Status
Recently my DBA updated our DEV environment with PROD data and now we are receiving an error (Delayed Server Response) when trying to change the status of a current ticket or creating a new ticket.
I am able to do the following without any error:
- change category of current ticket
- log comment to current ticket
- change other fields (urgency, impact, group, assignee) of current ticket
The error ONLY occurs when I try to change the ticket status or create a new ticket
This is ONLY happening in our DEV environment, our test and production systems are working fine
This ONLY started happening after the DEV environment was updated with PROD data
I have checked (compared DEV to test and prod) all of the form files, nx.env and web.cfg files but found nothing out of the ordinary.
Any help on what else I can look at or try to figure out what is happening.
thank you
TheKatherine
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System Technologist
Sheetz Inc
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