Global Search Extremely Slow: Users Could Wait Until 25+ Minutes and Then They Had To Cancel The Transaction - Support and Troubleshooting

Global Search Extremely Slow: Users Could Wait Until 25+ Minutes and Then They Had To Cancel The Transaction Issue 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 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:// .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