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The system freezes and does not open incidents

Ilia2510Ilia2510 Member IT Monkey ✭

A problem has arisen: the system freezes periodically and there are no errors. What’s wrong, the system takes a long time to open the Work Group and Active Work, incidents are displayed in white, it’s impossible to log into them, the system loads endlessly. I discovered that in the browser, through F12, the file takes a long time to process, 2 minutes or more. When everything is normal from 5 to 16 seconds.

I also found that if I restarted SQL everything returned to normal. For a while.

Answers

  • Options
    Brett_Moffett2Brett_Moffett2 Member IT Monkey ✭

    What version of the portal are you running?

    Do you have any custom JS applied?

    I would start by checking the version of the portal you are running and see if there is known issues. If so Upgrade.

    If that's not it, then I would remove all Custom JS and making sure that it works as the original code.

    Then, take a look to see if it effects any other views. The My Work view is a little different than most as it runs a different SQL query in the background, but it should be just as fast as any other.

  • Options
    Ilia2510Ilia2510 Member IT Monkey ✭

    Custom JS is not used. Portal version.
    

  • Options
    Brett_Moffett2Brett_Moffett2 Member IT Monkey ✭
    edited June 5

    The current baseline version is 12.0.4 and there are been 129 fixes or enhancements since 11.4.
    I would upgrade to that first before going any further investigating issues.

    PROBLEM RECORD

    DESCRIPTION

    VERSION

    PR107227

    SMP: Adding Resolution Description to form and setting to disabled does not apply correct CSS

    11.4.2

    PR109614

    SMP: Cache builder reports error "Could not find locale ID for: sr-rs" after upgrade

    11.4.2

    PR103136

    SMP: OData table widget - decimal points removed from values in the grid

    11.4.2

    PR115510

    SMP: Using the new ARO feature leaves unmapped prompts in the work item generated by the Request Offering

    11.4.2

    PR101777

    AddIn: Resolve IR Task Add-In fails when Activities control is not in Incident.js template

    11.4.2

    PR105860

    SMP: Work Item grids can be slow to load

    11.4.2

    PR109623

    SMP: Setting Impact on Incident Form causes Priority to be 9

    11.4.2

    PR108485

    SMP: Teams Apis running when Teams Features are disabled

    11.4.2

    PR110370

    SMP: Changing the items per page does not persist in browser cache

    11.4.2

    PR110758

    SMP: User details not completely visible in Chrome/Edge

    11.4.2

    PR99497

    ARO: Error thrown when Template has had Activity removed

    11.4.2

    PR113884

    SMP: SQL Calendar widget always uses UTC

    11.4.2

    PR106373

    SMP: Stacked Column Chart doesn't stack with Group By

    11.4.2

    PR112395

    SMP: Documentation incorrectly provides example response from FullTextSearch api

    11.4.2

    PR108924

    SMP: Setting Item 'ActivityFilter' appears occasionally. Doesn't actually do anything

    11.4.2

    PR104031

    SMP: Filtering on int column incorrectly filters in SQL Table Widget

    11.4.2

    PR113800

    SMP: Selected Config Item not added when ConfigItem classes are restricted

    11.4.2

    PR109589

    SMP: SQL Calendar Doesn't render parameter values

    11.4.2

    PR114724

    SMP: Error adding a manual activity to an incident.

    11.4.2

    PR105610

    SMP: Installer does not set the CiresonAnalytics User to the specified user in the installer

    11.4.2

    PR92969

    SMP: Affected Relationship not created when RO is submitted with Runbook Activity Designer

    11.4.2

    PR109132

    SMP: Change Status Task warning for incomplete activities won't close

    11.4.2

    PR115512

    SMP: User picker popup not displaying filtered results correctly when assigning users on activities

    11.4.2

    PR94196

    SMP: Request Offering does not create all relationships in activities defined in the template

    11.4.2

    PR113810

    SMP: Work Item Backlog displays 0s

    11.4.2

    PR111191

    SMP: Scheduler Times on the left are out of alignment

    11.4.2

    PR115498

    Advanced Request Offering multiple prompts mapped to same property

    11.4.2

    PR109574

    SMP: SQL Calendar Full Day View stops at 8pm

    11.4.2

    PR98578

    SMP: MA Assign To Analyst By Group Task doesn't change the Implementer

    11.4.2

    PR103255

    SMP/ARO: Query Results picker returns no results when using a token of a previous query results picker

    11.4.2

    PR107544

    SMP: Creating Saved Search Widgets with Relative Date do not update properly

    11.4.2

    PR114561

    SMP: Query Prompt Grid column names are not localized

    11.4.2

    PR107036

    SMP: Numbers which can be converted to a date are rendered as NaN in Request Offerings

    11.4.2

    PR113621

    SMP: Activity Counts of Review/Manual Activity pages is inaccurate

    11.4.2

    PR114003

    SMP: Browser prompts that the page has unsaved changes when nothing has been changed on a form

    11.4.2

    PR110470

    SMP: Using bulk assign to analyst by group task doesn't work if no assigned user is selected

    11.4.2

    PR106099

    SMP: Approval for Enduser not Working

    11.4.2

    PR106379

    SMP: Portal does not respect the required setting on true/false user prompts on request offerings

    11.4.2

    PR115845

    SMP: Create Configuration Item Feature doesn't work with non standard Database name

    11.4.2

    PR115444

    SMP: Create New Hardware Asset overwrites existing assets if the HW Asset ID already exists.

    11.4.2

    PR114507

    SMP: Request Offering with Advanced Query Criteria using class extension property throws error

    11.4.2

    PR108528

    SMP: Redirects in the portal cause warnings in event log

    11.4.2

    PR106685

    SMP: CI's with the same display name only get displayed in affected items picker once

    11.4.2

    PR115087

    SMP: Query Results Picker feature renders a control which is very small on lower resolution screens

    11.4.2

    PR106376

    SMP: Optional Date Prompt When not filled in throws error in Event Viewer

    11.4.2

    PR108465

    SMP: Missing localization string for Add Root Activity

    11.4.2

    PR112395

    SMP: Documentation incorrectly provides example response from FullTextSearch api

    11.4.2

    PR104052

    SMP: Boolean Prompt not shown in UserInput when false

    11.4.2

    PR109376

    SMP: Team Calendar doesn't respect Team Groups

    11.4.2

    PR104017

    SMP: Task panel css flicker

    11.4.2

    Change

    Define Max Global Search Results

    11.6

    KB2518

    Change

    Support for adding Review/Manual Activities to In-Progress PAs

    11.6

    Change

    Preserve IIS settings throughout upgrades

    11.6

    KB1173

    Change

    Global Search out of Beta status

    11.6

    Change

    Analytics Archiver

    11.5

    PR117213

    SMP: Conditionally displayed Query Result prompt mapped to output when it should not be

    11.6.2

    PR117378

    SMP: Conditionally Displayed Prompts don't display when condition is satisfied

    11.6.2

    PR118065

    SMP 11.6.0 not displaying assigned support groups on manual activities

    11.6.2

    PR117452

    SMP: Portal does not return work items if Cireson Analytics is not installed.

    11.6.2

    PR110464

    SMP: Using the bulk edit task in the drawer errors when searching for support group

    11.6.2

    PR117325

    SMP: Can't assign Support Group if MA is inside of PA

    11.6.2

    PR116637

    SMP: New Query Picker not compatible with new ARO prompt mapping

    11.6.2

    PR115100

    SMP: Missing History in Cireson Portal

    11.6.2

    PR111181

    SMP: Platform Cache asset worker synch queries run for too long and consume too many resources.

    11.6.2

    PR117891

    SMP: Date entered in Request Offering not recording correctly

    11.6.2

    PR108299

    SMP: CacheBuilder not reliably updating SLO Status

    11.6.2

    PR112257

    Platform Cache: Relationship synchronization running constantly and locking resources on SQL Server

    11.6.2

    PR117134

    SMP: Unselected Former Query Result prompt causes multiple mapping to render [Prompt_GUID_Default]

    11.6.2

    PR116003

    SMP: Change Request form does not limit entries on the Planning tab to 4000 characters

    11.6.2

    PR109307

    SMP: Multi Edit Drop-Downs don't select when using keyboard

    11.6.2

    PR115965

    SMP: Global Search End User disabled setting not saving

    11.6.2

    PR119133

    ARO: Saving a published ARO with multiple prompts in a multiple mapping field causes multiple mapping to be lost

    11.6.3

    PR100652

    Feature/Admin Endpoint scoping

    11.8.1

    PR117886

    SMP: Editor Control does not honor "disabled: true"

    11.8.1

    PR120105

    SMP: Display Only prompts become required and render a textbox

    11.8.1

    PR116205

    SMP: Query Picker still saves when no selection is made if a result is changed

    11.8.1

    PR110150

    SMP: Saved Search Widgets occasionally don't show results

    11.8.1

    PR94130

    SMP: Unable to assign Config Item Projection in Form Group Settings

    11.8.1

    PR120279

    SMP Archiver: cache builder attempts to archive activities even if archiving is disabled.

    11.8.1

    PR117563

    SMP: Advanced Request Offering does not clear deleted prompt references

    11.8.1

    PR120298

    SMP: If the Activity tab is removed from the Incident form for analysts, the form remains dirty when opened.

    11.8.1

    PR120335

    SMP: Poor performance through load balancer

    11.8.1

    PR105225

    [SMP] Global Search Issues

    11.8.1

    PR117536

    SMP: When using SQL 2012, Platform Cache is not able to sync Dynamic Data classes

    11.8.1

    PR119303

    SMP: Child work items on the related tab of a parent incident cannot be sorted by status.

    11.8.1

    PR117440

    SMP: Misleading hover text when removing ARO's conditional display criteria

    11.8.1

    PR119553

    Platform Cache: Error rebuilding data models if extended class contains a property called EventType

    11.8.1

    PR110764

    SMP: Pasting text into the address field in the Send Email task does not invoke a search

    11.8.1

    PR119346

    SMP: Archiver throws error "Property with the same name already exists on object"

    11.8.1

    PR119329

    SMP: Global Search filter does not work for extended properties.

    11.8.1

    PR118219

    Display Only prompt showing the text box

    11.8.1

    PR116141

    SMP: When grouping by column, hidden columns reappear

    11.8.1

    PR119297

    SMP: Show History button doesn't load results when Analytics DB doesn't have the default DB name

    11.8.1

    PR120526

    SMP: Cache builder causes SQL to run out of resources when building the Asset Status table

    11.8.1

    PR116633

    SMP: Kendo Windows do not show the full Scroll Bar

    11.8.1

    PR116847

    ARO: Changing to Advanced Query after having selected simple value causes error

    11.8.1

    PR119562

    Platform Cache: Relationship tables are not updating.

    11.8.1

    Change

    Custom Actions in OData Grids

    11.8

    Change

    Cloud Connector Updates - Get Enums, Get User by Email, and Add Work Item Comment

    11.7

    Change

    Power Automate Connector

    11.7

    Change

    User Principal Names (UPN) are now supported when using Forms Based Authentication

    11.7

    PR122392

    Cache Builder fails to process updates to Work Items

    11.8.2

    PR119562

    Platform: Relationship tables are not updating

    11.8.4

    PR121755

    Platform: Cache takes hours to sync

    11.8.4

    PR123531

    SMP: Request Offerings with PowerShell Activity could be altered during submit

    11.8.4

    PR125137

    SMP: Text fields in Request Offering show the word "test"

    11.8.4

    PR120953

    SMP: Addins missing/timing issue with Addins

    11.8.4

    PR122992

    SMP: Error using Put/Patch Methods via Cloud Connector

    11.8.4

    PR126642

    SMP: Invalidate session cookie on logout

    11.8.5

    PR121490

    SQL Jobs fail with the error "Invalid object name '#tempTable_Incident'"

    12.0.4

    PR124361

    CustomSpace folders were not being created

    12.0.4

    PR127708

    Clicking more results from Global Search returns no results

    12.0.4

    PR123531

    Request Offerings with PowerShell Activity could be altered during submit

    12.0.4

    PR123025

    installer does not create the new and update jobs for billable time in the Cireson Analytics

    12.0.4

    PR122992

    Error using Put/Patch Methods via Cloud Connector

    12.0.4

    PR120953

    Addins missing/timing issue with Addins

    12.0.4

    PR125137

    Text fields in Request Offering show the word "test"

    12.0.4

    PR121755

    Platform: Cache takes hours to sync

    12.0.4

    PR119562

    Platform: Relationship tables are not updating

    12.0.4

    PR124312

    Saving a CI with many related assets is very slow

    12.0.4

    PR108269

    Platform memory usage rises steadily over time

    12.0.4

    PR124943

    Platform Cache fails on start up with an exception calling method GlobalSearchProvider.Initialize() on SCSM 2022

    12.0.4

    PR126916

    Portal fails to deploy the database on SQL 2022

    12.0.4

    PR115089

    Duplicate work items or request offerings for some users in the portal

    12.0.4

    PR123108

    SMP: V12 installation fails on the installation of SQL jobs for Cireson Analytics

    12.0.4

    Change

    Notify Watchlist of public comments left on Incident/Service Requests

    12

    Change

    Feedback Survey

    12

    Change

    Duplicate Pages via Right Click

    12

    Change

    Billable Time

    12

  • Options
    Brett_Moffett2Brett_Moffett2 Member IT Monkey ✭

    Not sure what's going on with the table format there…. Doesn't seem to like Excel Cut and Paste. :)

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