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Description

Global search extremely slow: Users could wait until 25+ minutes and then they had to cancel the transaction.

There are no slow SQL statements that explain the performance issue.



Release or Environment

New York

Cause

These plugins were updated:

Performance Analytics for Vulnerability Response
Qualys Integration for Security Operations
Vulnerability Response
Qualys Asset Inventory CMDB Sync
GRC: Advanced Risk
GRC: Audit Management
GRC: Profiles
Threat Intelligence Support Common
Security Operations Setup Assistant
Security Incident Response UI
Security Integration Framework
Security Support Common
Security Support Orchestration
Security Incident Response
Performance Analytics for Security Incident Response
Performance Analytics - GRC: Policy and Compliance
Performance Analytics - GRC: Audit Management
Performance Analytics - GRC: Risk Management
GRC: Workbench
GRC: Vendor Risk Management
GRC: Risk Management
GRC: Policy and Compliance Management
GRC: Performance Analytics Premium Integration
GRC: Compliance UCF
Performance Analytics Content Pack for Guided Tours
Performance Analytics Content Pack for Service Portal
Performance Analytics Content Pack for Agile 2.0

The above plugins included the following scripts, which caused the slowness:

CCDMcAfeeAPI
CDDQRadarAPI
CDDSecretServerAPI


Resolution


1. Inactivate these script includes :

https://<instance>.service-now.com/sys_script_include_list.do?sysparm_query=nameSTARTSWITHCCDSecretServerAPI%5EORnameSTARTSWITHCCDQRadarAPI%5EORnameSTARTSWITHCCDMcAfeeAPI&sysparm_first_row=1&sysparm_view=

CCDMcAfeeAPI
CDDQRadarAPI
CDDSecretServerAPI

2. Flush the instance cache

3. Ask all users to clear their browser cache



Article Information

Last Updated:2020-09-08 10:40:13
Published:2020-09-08