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KACE Product Support Question


HelpDesk Queue Slow when Saving Modified Tickets

05/10/2017 773 views
Hello All,

Our K1000 Service desk is running 7.1 and has been much slower than normal when saving modified tickets. We have recently upgraded the CPU and memory available to the appliance and this has improved the web UI's responsiveness all over however the issue of saving modified tickets in the Service Desk still persists.

Has anyone else had similar issues?


Answer Summary:
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Comments

  • How many rules do you have that run on ticket save? Does it happen with all of your queues?
    • There are normally 6 ticket rules that run on ticket save. They change the due date of the ticket based on the ticket priority. There is also one rule that changes the ticket status from NEW to OPENED on ticket save.

      I tested disabling these rules to see if there was an improvement. No improvement so far.

      This is occurring in all queues.

      Thanks for the suggestions.

Answer Chosen by the Author

1
Disabling the ticket rules greatly improved performance. Thanks chucksteel!
Answered 05/18/2017 by: DirtySoc
Senior Yellow Belt

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