Troubleshooting

this section describes how to diagnose and fix common performance issues issues occur occasionally in ivanti service manager this does not necessarily indicate a malfunction we recommend that you evaluate each issue on a case by case basis symptom possible cause action dashboards and searches are slow to load incidents and other records that are no longer active still have open status close and delete inactive incidents as described in about reviewing, closing, and deleting records docid 0o6gh2nnkjrnjbdomavx7 and deleting inactive tables and records docid\ so3y ekoxgyd34qo26cvw issues and timeouts that are traceable to the workflow engine occur workflows that are inactive are still enabled notification workflows do not validate email addresses prior to running disable inactive workflows as described in disabling inactive workflows docid\ m8v4zd4g5afzw8v zprw0 validate email addresses in workflows as described in validating email addresses in notification workflows docid\ m8v4zd4g5afzw8v zprw0 database command timeout errors occur you need to re index the ivanti service manager database in general, when there is a timeout, the environment has insufficient hardware re index the ivanti service manager database as described in tuning indexes docid 85lln2iuc7 e 0vsvjjh verify that your system meets the hardware requirements described in the system requirements and compatibility matrix for ivanti service manager workflows take a very long time to execute delete workflow related tables as described in deleting inactive tables and records docid\ so3y ekoxgyd34qo26cvw increase the processor count in the file called workflowservice exe config to 40 as described in tuning business rules and workflows docid\ m8v4zd4g5afzw8v zprw0