Service Desk Practitioners Forum
cancel

SD client hangs after entering "Service Today"

Highlighted
Nedachin Dmitri
Honored Contributor.

SD client hangs after entering "Service Today"

After implementaion of SP 17 for SD 4.5 a group of users with the same roles coused a problem entering Service Today - their clients are hanging.
After recreating local views - first time Service Today worked but soon issue appeares again. Nothing was changed in configuration since previos SP12.

Who knows - what feature could cause this error?

P.S. i've got the same error, but have admin role. Other users woked fine.
10 REPLIES
Saurabh Dubey
Acclaimed Contributor.

Re: SD client hangs after entering "Service Today"

Hi Nedachin,

If there is a field/value change between those SPs, you may have the default Service Today loading too many items in the listing. That may be what is causing the systems to hang.

For those roles (users), check the default view of Service Today, and restrict it to a smaller subset.

Hope the diagnose is correct...
Hope that helps...

Regards,

Saurabh
Modesty is good!! But remember, all your life other people will try and take your achievements away from you, don't make it easy for them.
Nedachin Dmitri
Honored Contributor.

Re: SD client hangs after entering "Service Today"

Sorry, but I can't set the default view in Service Today for that people, because this item doesn't consist in Roles.

P.S.
First view ascending by Name contains very limited set of items
Nedachin Dmitri
Honored Contributor.

Re: SD client hangs after entering "Service Today"

This error starts to appear in clients of persons with other roles.
George M. Meneg
Acclaimed Contributor.

Re: SD client hangs after entering "Service Today"

Hello Dmitriy

Is by any chance your views "heavy"? How did you filter out closed items vs open items?

Service today presents everything and this view can be very heavy and cause timeouts.
menes fhtagn
Saurabh Dubey
Acclaimed Contributor.

Re: SD client hangs after entering "Service Today"

Hi Nedachin,

Suggest that you check the filter in System->Tools->Presentation->Views->Service Today.

If the view is too heavy, the systems with a lower hardware memory may time-out and hence hang the system.

Also, check the view rights of that particular role for a particular Folder entitlement (if you have done that). A folder whose calls they (people with that role) are not allowed to view previously, may have a lot of calls which may be hanging the system.

Hope this thought can help...

Regards,

Saurabh
Modesty is good!! But remember, all your life other people will try and take your achievements away from you, don't make it easy for them.
Nedachin Dmitri
Honored Contributor.

Re: SD client hangs after entering "Service Today"

Hello,
of course there are 'heavy' views, but first - is not.
We didn't use folders filters inside ServiceToday views.

I started to step-by-step limiting range of all ST views, may be this helps me at last :)

Saurabh: you talked about hanging client system or server system? because when SD client hangs - CPU and memory on client PC has usual values and don't incresing
Saurabh Dubey
Acclaimed Contributor.

Re: SD client hangs after entering "Service Today"

Hi Nedachin,

The system memory and CPU should increase in both systems. If it's not shaking then your issue is something else.

Let me ask another question: When you say the clients are hanging, does that mean that the client system doesn't get any views in Service Today? or does that mean that the Client system stops completely and the application needs to be Hard-Shut (using task-manager)??

Also, can you paste the logclient.txt file for one such system??

Regards,

Saurabh
Modesty is good!! But remember, all your life other people will try and take your achievements away from you, don't make it easy for them.
Nedachin Dmitri
Honored Contributor.

Re: SD client hangs after entering "Service Today"

that's right,
client doesn't enter Service Today, shows message in status bar - 'Loading view, please wait' and become 'not responding' in task list.
Logclient file hasn't and records about this - for example see in attach: client started in ServiceCall section (yesterday choice), entering ServiceToday, hanging, removing from proccess list (taskmanager), started again->Service Today->hanging->etc..

Saurabh Dubey
Acclaimed Contributor.

Re: SD client hangs after entering "Service Today"

Hi Nedachin,

Try the following as a test to see if our diagnose about the heavy views is correct.

Put a filter on the Service Today default loading view -> which will show only 4 or 5 calls.

Then check if it gets stuck in the same format, or does it show the tickets.

Regards,

Saurabh
Modesty is good!! But remember, all your life other people will try and take your achievements away from you, don't make it easy for them.
Nedachin Dmitri
Honored Contributor.

Re: SD client hangs after entering "Service Today"

Hello - error is identified.
After using any OverView Action based on Service Today view (for example All task to person) - that view, contaned all task for all persons, becomes last used in section and Service Desk trying to show it entering Service Today.
This causes heaviest load for client program and hanged it.

Only workoaround is before entering Service Today use another action, based on "right" view.

This issue didn't appear in any previous versions of Service Desk (4.5 SP12 and lower).