Article Details
Product : ServiceDesk Plus
Category : ServiceDesk Plus >> Troubleshooting
 #100006 - Performance Issues

ServiceDesk Plus is built on Java as the front end and Mysql/Mssql in the backend due to which there might be some performance issues.

  1. Performance of ServiceDesk Plus is slow.
  2. MYSQL database tuning on increasing the RAM memory usage.
  3. When CPU usage is shooting up high, Thread dump will help us figuring out where the problem lies.
  4. Huge unnecessary data in the database affects the performance.

1. Performance of ServiceDesk Plus is slow.

Solution:

  • Step 1: Stop the ManageEngine ServiceDesk plus Service.
  • Step 2: Increase java heap size as given below in "wrapper.conf" under the location C:\AdventNet\ME\ServiceDesk\server\default\conf from
    # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=256
    to
    # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=512 or more depending on the RAM installed on the server

As mentioned in the image.

2. MYSQL database tuning on increasing the RAM memory usage.

If the Database is MYSQL then perform the below operations. This Operation of DB tuning which will take more memory for quicker process.

The following parameters need to be appended at the end of startDB.bat / startDB.sh on editing the file in a WordPad (The parameters should be added in a single line in the database line).

Tuning Param for 1GB RAM:

--set-variable=query-cache-type=2 --read_buffer_size=128K --read_rnd_buffer_size=1M --sort_buffer_size=1M --myisam_sort_buffer_size=4M --tmp_table_size=32M --max_heap_table_size=32M --key_buffer_size=32M --innodb_buffer_pool_size=128M --bulk_insert_buffer_size=16M --table_cache=512 --thread_cache=32 --innodb_flush_log_at_trx_commit=0 --low-priority-updates

Tuning Param for 2GB RAM:

--set-variable=query-cache-type=2 --read_buffer_size=128K --read_rnd_buffer_size=1M --sort_buffer_size=2M --myisam_sort_buffer_size=4M --tmp_table_size=32M --max_heap_table_size=32M --key_buffer_size=32M --innodb_buffer_pool_size=256M --bulk_insert_buffer_size=16M --table_cache=512 --thread_cache=32 --innodb_flush_log_at_trx_commit=0 --low-priority-updates

Restart the SDP Service and check the performance.

If the performance is still slow send the following files to support@servicedeskplus.com for further analysis.

serverout*.txt files under C:\AdventNet\ME\ServiceDesk\server\default\log.

3. CPU usage peaks to 100%.

If the CPU usage peaks to 100%, perform a thread dump for a prolong period to help figure out the exact root cause. While performing thread dump make sure there is no resource consuming activity taking place like scan and AD import.

Stop ManageEngine ServiceDesk Plus service and start ServiceDesk Plus using the command prompt,

  • Go to the bin directory
  • cmd> cd [ServiceDesk-Home]\bin
  • cmd> run.bat > output.txt

The result of the above command is re-directed to the ServiceDesk Plus Home\bin directory with a file name output.txt.

Press and Hold (CTRL+Break) Key together in the command prompt for 5 times in a gap of 5 seconds, whenever you find the issue - SDP performance is slow.

Thread dumps will be written to the file output.txt. Please send the output.txt as well as the following files to support@servicedeskplus.com

serverout*.txt files under C:\AdventNet\ME\ServiceDesk\server\default\log.

output.txt file under the C:\AdventNet\ME\ServiceDesk\bin.

4. Huge unnecessary data in the database affects the performance.

The below query helps to know the count of undelivered notifications are still in the database. So please connect to the database following the instructions below and execute this query.

You can connect to the database through the following commands:

  • cmd> cd C:\AdventNet\ME\Servicedesk\mysql\bin
  • cmd> mysql.exe -u root -P 33366 servicedesk

And Execute

  • Mysql> Select count(*) from workorder where title like 'Undeliverable:%';
  • Mysql> Select count(*) from workorder where title like 'outofoffice:%';
  • Also execute the below queries and let us know the count for other unnecessary login information.
  • Mysql> Select count(*) from aaaaccsession;
  • Mysql> Select count(*) from auditrecord;
  • Mysql> Select count(*) from recentitems;

If the count is huge please contact our support at servicedesk-support@manageengine.com to assist you in deleting those notifications.