Incident Form Slowness Caused by Non-Existent Field Reference in Script Include - Support and Troubleshooting

Incident Form Slowness Caused by Non-Existent Field Reference in Script Include Issue The incident form is experiencing significant delays when accessed via the portal page and list view, particularly when creating an incident using the record producer 'Finance applications issue'. Users have reported a loading time of approximately 13 seconds when opening the incident on the platform.

Symptoms Long time to load the form

Release All Releases

Cause The slowness in loading the incident form is caused by an invalid query in the script include 'get_ref_cmdb_model_v1'. This script include contains a variable reference qualifier that attempts to query a non-existent field 'u_ao'. The presence of this invalid field in the query results in unnecessary processing time, leading to the observed delay.

Resolution To optimize the loading time of the incident form, follow these steps:

Identify the Problematic Script Include: Locate the script include (in this case custom script include named 'get_ref_cmdb_model_v1'.) Modify the Script Include: Open the script include record (ex. 'get_ref_cmdb_model_v1'.) Search for the variable reference qualifier that includes the field 'u_ao'. (custom user-created field) Remove the reference to the non-existent field 'u_ao' from the script. Test the Changes: After making the changes, test the incident form loading time again using the record producer 'Finance applications issue'. Ensure that the loading time has improved and the form loads efficiently. Additional Recommendations:

Review other script includes and business rules that may reference non-existent fields or perform inefficient queries. Consider optimizing database queries and indexing fields that are frequently used in incident forms. Regularly monitor performance metrics to identify and address any new issues promptly. By addressing the root cause of the invalid query, you should see a significant improvement in the loading time of the incident form, enhancing the overall user experience on the platform.