Solution Manager 7.2 ITSM IRT Exceeded Performance issue

[former_member206857]

Hi,

I am a basis that was approached by an issue on the application side. We have solman 7.2 SPS05, ITSM and Charm configured.

We are experiencing performance issues via the web when searching or accessing certain Service requests and Incidents.

Scenario: Log in is normal, open any Charm RFC is normal. Search any Charm ticket is normal.

What I find is, I find a service request or incident that has an IRT status of anything but 0% hangs. When I check DB locks, I see a lock being created and hangs for ever. Only for tickets with an IRT status exceeded creates a lock at the DB level.

Any Service request, incident or charm document does not create a lock. Keep In mine, I never click edit, I am only searching. I found oss note

https://launchpad.support.sap.com/#/notes/0002038640

talks about a job that needs to run if SLA is active. I checked and this job is not scheduled and never has been. Could this be my issue?

also why on a simple search, an incident or service request with an exceeded IRT, does the system try and do an update to it? I;m not editing, I'm simply searching? Attached is the ticket and the update code its trying to execute.

[former_member206857 · Accepted solution]

I resolved it, if anyone has the same issue, check note 2449605

[former_member206857]

The lock created each time a service request or incident with a high IRT status is searched or accessed.

[former_member206857]

Here is the lock

[former_member206857]

Here is the ticket