When using Helpdesk, slow performance, timeouts, out of memory errors or high CPU/w3wp.exe/IIS usage occurs.
Various. Error messages can include the following, which can be found in the Helpdesk console and/or in the Notification Server logs:
An unexpected error has occurred. Exception of type System.OutOfMemoryException was thrown.
Object reference is not set to an instance of an object.
Request timed out.
Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding. sp_<stored procedure name>.
Thread was being aborted. <SQL query>
Transaction (Process ID <number>) was deadlocked on lock.
The following series of articles describe how to troubleshoot slow performance, timeouts, out of memory errors and high CPU/w3wp.exe/IIS usage when using Helpdesk.
Incidents have large comments. This is the number one reason why Helpdesk experiences this article's issues. This can be caused by logs or email threads being sent by email to new or existing incidents. This results in the database growing exponentially, eventually causing .NET to fail.
Applications or tasks are running that cause Helpdesk to dramatically slow down or timeout. Other processes running on the Helpdesk or SQL Server can result in critical issues with Helpdesk's performance. These can include reports being ran on the SQL Server, Altiris Agents checking in with inventory data, etc.