Troubleshooting performance issues in the Shared Ticket Console

The Shared Ticket Console pulls the data from several source records, such as change, incident, problem, task, and so on. Fetching the data from many sources can affect the performance adversely. You can tune the performance of the application by changing the thread count. 

Issue symptom

When you try to view the tickets in the Shared Ticket Console, you experience a performance issue.

Issue scope

The Shared Ticket Console displays tickets of more than one ticket type, such as incident, problem, infrastructure change, and so on.

Resolution

  1. Open BMC Helix Innovation Studio.
  2. Click ITSM Application and select image2022-8-16_15-34-8.png> General.
  3. Edit the thread count under Ticket Console Provider Thread Count.
    image2022-8-16_15-36-1.png
    The minimum thread count that you can set is 1 and the maximum is 10.
  4. Click Save.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*