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Cireson Portal Hangs when updating SCSM Management packs

Sam_Smith1Sam_Smith1 Customer IT Monkey ✭

We have experienced a worsening issue where the portal becomes unresponsive for a period of time after making any changes to management packs in SCSM. This can include RO updates, template updates or even notification subscriptions. Depending on the number of instances of the object in the system, e.g. work items raised from a request offering, the portal can be unresponsive for approximately between 3 and 30 mins.

We initially noticed this when dealing with heavily used request offerings, which were identifiable by the SCSM Console hanging for a period of time when opening the ARO for editing. When the ARO was saved, the portal would also hang.

Initially this was the only symptom, but now as explained above, this has extended to include all ARO's, Templates and Subscriptions at the very least.

Has anyone noticed any similar behaviour or have an idea of what might be going on?

Note: due to business requirements, we have not enabled grooming on our SCSM OLTP database. This may be causing some of these issues to manifest over time, but I cannot confirm this for sure.

We recently submitted an Incident to Cireson about User portal sessions not expiring when using integrated windows authentication. It may be possible that this is exacerbating the above described issue.


  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭

    We saw this issue with SCSM 2012 R2 and having a high work item count.

    Has not been an issue (So far) since we moved to SCSM 2016 and upgraded the MGT servers with faster processors.

    If you look at your MGT servers after updating a MP you will see the SDK service go MAX CPU for a time period while the change is replicated.

    I can see not grooming the database if you don't have a warehouse. But if you have a warehouse there shouldn't really be a reason not to groom.

    The sessions not expiring is seperate we are seeing that too.

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