In our case the SD to IM escalation was bugged down by the wrong usage of IR processing. At first, IR indexing was set up to index every opened ticket in realtime. This isn't really needed, asyncronous method is notable faster from the user perspective. IM ticket escalation from pushing "Finish" in wizard to have an opened ticket was 7-10 secs faster with asyncronous than syncronous indexing.
Check if your SM.ini and SM.cfg contain following lines:
If those parameteres have different values, I'd be interested to see which values your system has?
My recommendation is that check the Service Manager help section to find out more info about IR indexing. And when you've reached an idea what the indexing is, then use those parameters I mentioned in my previous post.
I strongly recommend using asyncronous indexing, syncronous (realtime) indexing is rarely needed. Trust me, the way the indexing is set up, makes a huge difference in performance.