Performance issues with Helpdesk

Version 1
    Question

    Helpdesk client loading slowly and in general experiencing poor performance. Internet edition mostly unaffected.

    Answer

    One of the causes for this is an overgrown LOGMSG_HDW table.

     

    In SQL run the following query to find out the number of entries in the LOGMSG_HDW:

    SELECT     COUNT(*) AS Entries

    FROM         LOGMSG_HDW

     

    If the amount of entries is a very high value such as 50 000+ then this is most probably the cause for the poor performance.

     

    This issue is caused by message lists that are not being cleared by analysts regularly.

     

    To fix this issue the LOGMSG_HDW table can be truncated to improve performance either completely or only older entries depending on whether they actively use the message system or not.

     

    To truncate the entire table you should ask the customer to make a full restorable backup of the database and then execute the following SQL query:

    TRUNCATE TABLE LOGMSG_HDW

     

    After this the performance should have been greatly improved.

    Environment

    HelpDesk Client all versions