[Performance issue] Triaging Dashboard continues to show 'Fetching Cases' indefinitely in HR Agent Workspace - Known Error

[Performance issue] Triaging Dashboard continues to show 'Fetching Cases' indefinitely in HR Agent Workspace Description When a user tries to use the Triaging Dashboard, the page will not finish loading and continually spin and show 'Fetching Cases'

The Triaging Dashboard is not usable if this happens because the loading screen is overlayed.

Steps to Reproduce

Prerequisites

HR core and Agent workspace for HR Case Management (sn_hr_agent_ws) Kanban Components (sn_knbn_comp) Kanban board component (sn_visual_board)

What's happening: The OOB 'fetch_cases' data broker for returns 1000 records. With all the hr cases/configurations/customizations/ACLs/BRs in a large instance, the request times out and the transaction is cancelled. As a result, the whole page gets stuck. Go to HR Agent Workspace Go to the Triaging Dashboard Configure the board (example: COE is HR Case, Vertical Lane: Priority) Apply configurations The screen is stuck at "Fetching cases Subsequent reloads of the page also show Fetching Cases.

Workaround The workaround requires administrative intervention. The page cannot load because the request to fetch cases is exceeding the transaction max timeout. Slowness is due to Read ACLs, query BRs and COE security policies running for every record fetched. Admins can take action to review their customizations and performance.

We can reduce the Out of Box number of cases fetched to show on the dashboard.

Steps to change the limit of HR cases being retrieved : 1. Open the TRIAGING DASHBOARD macroponent in UI builder. 2. Click on the data resource - Fetch cases. 3. Change the LIMIT property from 1000 to a lower number (~100-200), depending on maximum how many max cards need to be a shown at once on the dashboard. Save the changes in UIB. Do a hard refresh, click on hard refresh. This will ensure the changes are reflected in your browser cache.