Unified Service Desk (USD) - performance

(0) Share

Report

Posted on by Erik Donker

Hi there!

We are currently facing some performance issues with Unified Service Desk and I was hoping that maybe someone has ran into the same issues as me.

The problem is, when the user opens a new session, it takes very long (about ~10 seconds) for the all of the tabs to load. I have already set all the hosted controls to IE Process, as I have understood that this is the most efficient hosting type. I also marked some of the UII Actions that can load separately as async, but that does not seem to do a lot.

When the session starts, a new activity is created, some transactions are created, an ISH page loads and some cases and activities are retrieved. I guess that it is to be expected to wait a few seconds when performing these tasks at the same time, but I would not expect it to take this long.

If anyone has some pointers on this, I would be very grateful :)

*This post is locked for comments

I have the same question (0)

All responses (6)

Answers (0)

Wayne Walton 13,730 on at

Like (0)

Report

Two things that might help:

1. Make sure the machine USD is running on has plenty or RAM and CPU. It's a fairly intensive application that will use a lot of resources while it's running.

2. Use something like Fiddler to see if there is a network delay in getting a response. It may not be USD at all. I had a client have an issue with this, and it turned out one of the external applications they integrated was hosted literally on the opposite side of the world.

Was this reply helpful? Yes No
Neil Parkhurst 10,727 User Group Leader on at

Like (1)

Report

You are right that IE Process should be the correct hosting type to use.

How does the 10 seconds in USD compare to what you experience loading these pages manually outside of USD? (I wouldn't normally expect to see a large overhead because you are inside USD.) It does sound like you are performing quite a few actions when a session starts, it could simply be the amount you are attempting.

Looking at memory usage is sensible. I have certainly seen memory issues before! Although that was in a thin client environment when memory was tight!

It is also worth ensuring you are using the latest version of USD client and solutions. (USD does seem to perform a little better with each new release!)

I would be tempted to progressively remove your actions on session start, simply to try to understand if one of them is putting a greater load on the system than others. The first one I would look at would be your ISH page. The problem could be that ISH is slow to load. I have certainly observed ISH dashboards being slow to display.

Was this reply helpful? Yes No
Varadarajan_84 on at

Like (0)

Report

Hello,

You can use the concept of Client Caching which can improve the performance.

To Enable client caching

Sign in to Microsoft Dynamics 365.

Go to Settings > Unified Service Desk.

Click Options.

Click New on the command bar to create a new option.

For the new option, type ClientCacheVersionNumber in the Name box, and an alphanumeric number in the Value box. The alphanumeric value is used as the cache key for Unified Service Desk.

Click Save.

When the option is present and populated, Unified Service Desk will activate the client caching.

Refer this to get more details on Client Caching: technet.microsoft.com/.../dn646861.aspx

Thanks.

Was this reply helpful? Yes No
Erik Donker 68 on at

Like (0)

Report

Thanks for your response, everyone :)

Wayne Walton

I have indeed that observed that USD will run a lot faster after freeing up resources.

Neil Parkhurst

The pages are indeed not loading very fast, the problem was, I don't want other applications to wait for the page to be ready. I have the feeling that marking the Navigate Actions as Async helps with this to some extent. Also, what I did, I now call the default action on the Hosted Control first. This appears to load the Hosted Control, without waiting for the pageload to finish. All the Hosted Controls are now loading while the pages are continuing to load.

Varadarajan Nadar

As for as I know, setting up a cache only increases the initial loading time of USD and it does not help with overall performance. But if I am wrong, please correct me :)

Was this reply helpful? Yes No
Neil Parkhurst 10,727 User Group Leader on at

Like (1)

Report

Your understanding on the cache is correct. It does "just" speed the loading time of USD.

Was this reply helpful? Yes No
Namrata11 77 on at

Like (0)

Report

Hi ,

We are using USD 4.0 version. We have followed the best practice provided by Microsoft. But on load of contact/ Account our USD is getting grey out (Blank screen) until you manually refresh the form.

Do you have any idea why?

Was this reply helpful? Yes No