Our custom built web request manager use a custom field on the service call form "Request ID" (number) to store its ID.
The problem is that when the servicedesk needs to search the service desk to open the callers ref. number the search on this custom field is extremely slow compared to e.g. searching for original ID field.
Is there any way to speed up this search by doing some tweaking directly in the DB?
your custom field resides in the table ITSM_SER_CUSTOM_FIELDS. you can try to create a new index for this table on the fields SCF_SER_OID, . But this method is a thing to test, for it can speed up the search by your custom field and slow down the search by the other fields...