Performance: "Long request" messages in logs

Environment TOPdesk version SaaS/on-premises Answer Long requests are requests in the environment (e.g. opening a card, saving a card) that take more than one second to be processed. Users experience this as slower performance. Cause The cause of a 'long request' is not easily diagnosed. A few examples: •An operator is opening a report on ALL incidents without filtering. The query isn't long, but the database has to work hard, and it'll take some time to provide all the info. •An action sequence that has a lot of steps, maybe even loops. With too many calls to the database, this can result into slowness due to occupying resources. •Sometimes a database field or a query can become corrupted. The call should be broken off automatically, after a few retries. A restart of the environment is rarely needed. •Opening or saving a card ends up in a 'long request', not because the action itself is too complex, but because the database is occupied with other calls. Notes Long requests can be found by searching the log files with, for instance, Notepad++, with "Long request: duration=\d{4,}", set to regular expression. This will show all requests that took a second or more to be processed. See screenshot below. ※ Please refer to KI 6899 if you need assistance from support to analyse the cause.