Record Producer - Incident Creation is very slow, similar behavior while creating Incident through platfrom from incident.do - Support and Troubleshooting

Record Producer - Incident Creation is very slow, similar behavior while creating Incident through platfrom from incident.do Issue  Symptoms Record Producer - Incident Creation is very slow, same behavior while creating Incident through platfrom from incident.do

Release London , Kingston , Madrid

Environment All

Cause In the affected instance, reason for the large amount of time spent on these rules when creating an incident is because, in order to choose an appropriate rule, all assignment rules for the incident table must be retrieved so that they can be evaluated based on their match conditions.

Due to all rules for a table needing to be retrieved in order to be evaluated, it is recommended that you keep the amount of assignment rules to the minimum amount necessary.

It is advised that creating one assignment rule record for each configuration item that can be selected in an incident form, it is recommended to be made per user or user group that will have incidents auto-assigned, and match conditions should be added in that same record to match the various configuration items/situations for which an incident should be assigned to that party.

1) The default size of the glide.cache.size.syscache_expression is 8192. : This is default value.

Property: 'glide.cache.size.syscache_expression' = '8192'

2) There are 11,220 (which is greater than 8192) records in the sysrule_assignment list for incidents:

From the node log, when incident is created in the instance, it was found multiple Cache load, while loading sysrule_assignment

019-05-27 10:41:14 (250) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 #### Compiler Stats #### 2019-05-27 10:41:14 (250) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 Compiles: 8,870, time: 24,469ms 2019-05-27 10:41:14 (250) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 Total classes: 8,892, bytecode length: 5,880,591 2019-05-27 10:41:14 (250) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 Total loaders created: 8892, unloaded: 8185, existing: 707 2019-05-27 10:41:14 (250) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 Interpreted compiles: 50,700, time: 1,374ms, total bytes: 52,776,448 2019-05-27 10:41:14 (250) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 Cache name: "syscache_expression", max: 8,192, size: 8,192, seeks:

2019-05-27 10:41:14 (194) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 [0:00:00.019] Compacting large row block (file.write: sysrule_assignment 10000 rows 160000 saveSize) 2019-05-27 10:41:14 (199) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 [0:00:00.003] Compacting large row block (file.write: sysrule_assignment 1220 rows 19520 saveSize) 2019-05-27 10:41:14 (204) Default-thread-4 BEFF53ABDB2537005C8DEA42CA96198D txid=d2802fefdb25 [0:00:00.005] Expanding large row block (file.read: sysrule_assignment, 10000 rows, 160000 dataSize)

Resolution Reduce the number of sysrule_assignment records by creating lookup table (mapping the group to cmdb_ci records -- there is already an ASSIGNMENT_GROUP field on the CMDB table) and modifying the sysrule_assigment to call a script include from the filter.

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