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Service desk 4.5 performance degrading rapidly

rashid musoke
Respected Contributor.

Service desk 4.5 performance degrading rapidly

Morning,
My Service desk 4.5 service pack 24 performance is constantly degrading. The application is not run as a service however the tomcat and the agent both are run as services. The server has plenty of free space (11GB on c & 35GB free on E) memory is also not a problem (4GB RAM). But I recieved the error log file: Out of memory. Trace Null. I stopped the service desk application server and restarted the entire server. When i tried to start the application server back up an error message stating that the sd_servicepages.bat failed to start. The application server also failed to start. Only when I restarted the SQL server itself and restarted the server was the application server able to come up. Any ideas on how I can improve performance?

I have plenty of memory and space, however I need ideas on how to increase the performance of the application server.
3 REPLIES
Radovan Skolnik
Acclaimed Contributor.

Re: Service desk 4.5 performance degrading rapidly

You probably need to tune JVM memory settings. Here's the related info from HP:

http://support.openview.hp.com/selfsolve/document/KM109437?searchIdentifier=7e85ecc7:11cef67dd96:-2798&resultType=document&documentURL=KM109437&resultsURL=/selfsolve/documents&allowReturn=true

If you cannot access it, here's the contents:

If your hardware installation is sufficient but you are still experiencing
performance degradation, the memory allocation for the Java Virtual Machine (JVM)
may be too small. You can improve performance by granting as much memory as
possible to the JVM and by tuning Garbage Collection.

If you start the application server using the sd_server.bat batch file do the
following:
Edit the sd_server.bat file in the application server \bin directory. Add new
parameters to this file, or use the pre-configured settings by removing the rem
comment and adding the rem comment to the original pre-configured settings. The
settings shown in this excerpt from sd_server.bat are intended for a 1 GB
machine:

java -XX:MaxNewSize=64M -XX:NewSize=64M -Xms200M -Xmx1000M -cp lib\classloader.
jar com.hp.startup.Bootstrap com.hp.ifc.bus.AppServer -showconsoleoutput %1 %2 %3
%4 %5 %6 %7 %8 %9

rem java -cp lib\classloader.jar com.hp.startup.Bootstrap com.hp.ifc.bus.
AppServer -showconsoleoutput %1 %2 %3 %4 %5 %6 %7 %8 %9


If you start the application server using the application server service do the
following:
Edit the installservice.bat file in the application server \bin directory. Add
new parameters to this file, or use the pre-configured settings by removing the
rem comment and adding the rem comment to the original pre-configured settings.
The settings shown in this excerpt from installservice.bat are intended for a 1
GB machine:

sd_serverservice.exe -install "hp OpenView service desk 4.5 server" DEFAULT -XX:
MaxNewSize=64M -XX:NewSize=64M -Xms200M -Xmx1000M -Djava.class.path="%
SD_SERVERHOME%lib\classloader.jar" "-Duser.dir=%SD_SERVERHOME%\" -start com.hp.
startup.Bootstrap -params com.hp.ifc.bus.AppServer -stop com.hp.startup.Bootstrap
-method shutdown -params com.hp.ifc.bus.AppServer -current "%SD_SERVERHOME%\"

rem sd_serverservice.exe -install "hp OpenView service desk 4.5 server" DEFAULT -
Djava.class.path="%SD_SERVERHOME%lib\classloader.jar" "-Duser.dir=%SD_SERVERHOME%
\" -start com.hp.startup.Bootstrap -params com.hp.ifc.bus.AppServer -stop com.hp.
startup.Bootstrap -method shutdown -params com.hp.ifc.bus.AppServer -current "%
SD_SERVERHOME%\"


As a general guideline, set -XX:NewSize= to one third of the amount of memory
allocated for one JVM, and set -XX:MaxNewSize= to two thirds of the same memory
allocation.

For detailed information about tuning Garbage Collection, see http://java.sun.
com/docs/hotspot/gc/ and http://java.sun.
com/products/hotspot/docs/whitepaper/Java_HotSpot_WP_Final_4_30_01.html.

Note. The settings and guidelines described here are applicable for single- and
multi-processor machines.

Customer resolution

On windows change the sd_server.bat and installservice.bat batch files so they
use the modified startup settings. Then run the reinstallservice.bat batch file
if you have installed the application server service.

On HP-UX and Sun Solaris modify the startup scripts for the application server.
Uncomment the line where the modified startup settings are located, and comment
the line with the original startup settings.
rashid musoke
Respected Contributor.

Re: Service desk 4.5 performance degrading rapidly

The memory allocation is currently set as: rem use this options when you have memory problems
java -XX:MaxNewSize=200M -XX:NewSize=120M -Xms500M -Xmx1500M -cp lib\classloader.jar com.hp.startup.Bootstrap com.hp.ifc.bus.AppServer -showconsoleoutput %1 %2 %3 %4 %5 %6 %7 %8 %9
rem java -cp lib\classloader.jar com.hp.startup.Bootstrap com.hp.ifc.bus.AppServer -showconsoleoutput %1 %2 %3 %4 %5 %6 %7 %8 %9
cd bin

The server has 4GB memory and I am wondering if this setting can be increased to enable even more virtual memory for better performance?
Eng.NM
Honored Contributor.

Re: Service desk 4.5 performance degrading rapidly

hello

tunning the Java virtual machine allocated memory is not a linear function ( i.e when you increas Xms or XmX values this does not mean that you will get more RAM )

the best way to increase the system performance and get most of your hardware you should install multiple instances of the system on the same server then you will get the maximum benifit of your system..

you should then enable the "join multiple servers" option in the server settings

I am attaching the admin guide..follow the steps in chapter 7 for this task

thanks and hope it could help