c.Support Community

I upgraded to 7.0 the other day and I notice a slow down on the end user desktop, actually had to work with technical support on an error message that was a result of the user hitting the submit button twice. This was an Environmental Issues.

So I did some digging around and here is what I found:

Ever time I click a category on the end user desktop, the CPU usage on the web server goes to approx. 80%; I thought this was a bit extreme to populate a dropdown list.

So I turned IIS logging on the Rep web site to see what traffic is created when I submit a ticket, to my surprise I saw pages and pages of web service calls for one ticket.

So I logged into SQL profiler to see the SQL traffic that is created. I captured over 15,000+ SQL statements that were created by inserting one ticket!!

Is this normal, is anyone else experiencing the same issues, do I need to upgrade the production environment to a much larger servers to handle this massive number of SQL statements that are created??

Hi chilesju,

c.Support 7.0 is a very powerful system with a number of configuration options, so traffic amount is directly influenced by the features you've enabled and configuration options you've selected.  The numbers you've posted suggest there's more to the story.

Would you be so kind as to contact GWI Support (via email Support@gwi.com or by phone at 1-360-397-1099) and provide them with your IIS logs and the SQL Profiler trace.  They'd be more than happy to look into this and provide some feedback on ways to optimize your environment.

Best,
Eric 

 Thanks for reporting this issue and working with our technical support to identify the issues you reported.

After some testing and debugging we found that new functionality in 7.0 was inefficiently performing group access permission checks when selecting categories on incident submit and when building the navigation menu, which is an issue when a large number of categories are exposed to the End User Desktop and or there are a large number of Incident Template links in the navigation menu.

We have corrected the issues and the fix will be included in a 7.0.1 maintenance release, which will be available within the next 30 days.