CA SDM Performance Problems - Quick Checklist

This article provides the following checklist for quick verification in situations where CA Service Desk Manager is having performance issues. Sometimes there may be a delay in getting response from CA SDM by editing, visualizing, saving, creating information or navigating the tool. This behavior can produce an hourglass running response or a message (such as "Delayed Response from the Server") when performing the operation.
casm172
This article provides the following checklist for quick verification in situations where CA Service Desk Manager is having performance issues. Sometimes there may be a delay in getting response from CA SDM by editing, visualizing, saving, creating information or navigating the tool. This behavior can produce an hourglass running response or a message (such as "Delayed Response from the Server") when performing the operation.
Run Periodic Archive and Purge for the Session Log and Activity Notification Tables
Session log and activity Notification tables can grow very quickly. If they are highly populate, you should not perform the archive and purge in a single operation. It is recommended to schedule short archive periods, say, once in a month. You can set a permanent archive job in Archive and Purge for Auditing, Event_Log, Knowledge Search Log, Notify and Session Log tables. The Attachments table can be put in this maintenance as well. The frequency depends on how fast these tables grow or on the availability to run the archive purge operation (must not be performed during peak and working hours). 
Period Maintenance of MDB Tables and Index
If running Microsoft SQL Server, ensure to shrink the transaction log files. For For other types of verification and maintenance to be done on the MDB, you should contact your database administrator. 
Avoid Contacts with Duplicate User IDs 
The following query can be used to find duplicate User IDs in the ca_contact table:\
SELECT userid, 
COUNT(userid) AS NumOccurrences 
FROM ca_contact 
GROUP BY userid 
HAVING ( COUNT(userid) > 1 )
After you identify the duplicate user IDs, ensure that you do not delete these duplicate IDs as this may cause inconsistencies in your environment. You can deactivate one of the duplicate User IDs. Recommended is that you must change one of the duplicate User IDs to as deactivated User IDs can be found through search. 
Avoid Incorrect Email Addresses Set for Users
This results in an overheard for CA SDM processors, if there are many contacts hitting this condition.
Avoid a Notification Method Set without an Email
This results in an overheard for CA SDM processors, if there are many contacts hitting this condition.
CA SDM Monitor Joins
In case, if you recently upgraded your CA SDM environment, ensure to check the Monitor Joins variable. This variable can adversely impact the performance in your environment. Uninstall this option for optimal performance.
The
monitor_joins
variable specifies whether updates to dynamic lists for joined tables are monitored. This option is delivered out of the box as installed. For better performance, dsiable this option through Options Manager (
Administration
tab,
Options Manager
,
Request Manager
) Right-click and select
Edit
or click the option and click the
Edit
button. Click
Deinstall
. Restart the CA SDM services to make the changes effective.
  • Do not update the
    Nx.env
    file manually.
  • Do not update the
    Nx.env_nt.TPL
    manually.
  • Do not set the value of the option to 
    NO
    .
SREL_BLOCKS_TIMEOUT
Verify if the SREL blocks timeout table is installed (
Administration
tab,
System
,
Current Locks
). If this option is installed, users can experience delay when running basic activities. To resolve this situation, the
SREL_BLOCKS_TIMEOUT
option needs to be installed. This option can be installed by running the following command:
pdm_options_mgr -c -s SREL_BLOCKS_TIMEOUT -v 30 -a pdm_option.inst
To avoid losing the change, when you run the
pdm_configure
command, run the above command with the '
-t
' flag as follows:
pdm_options_mgr -c -s SREL_BLOCKS_TIMEOUT -v 30 -a pdm_option.inst -t
You must run both
pdm_options_mgr
commands described above for a successful installation of the option. The option is set to "
30
" by default.
  • For CA SDM Conventional Configuration, the variable must be installed on the primary server machine.
  • For CA SDM Advanced Availability (AA), the variable must be installed on the background server. 
Maintaining the CA SDM Knowledge Base
Run the
pdm_k_reindex
 command periodically to keep the CA SDM knowledge base in good shape.