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This product reached the end of support date on March 31, 2021.

UEM manual injection with ServiceNow

hogan_kwan
Participant

Hi

Need some help with UEM instrumentation on ServiceNow as we are encountering intermittent long response time on user actions (around 180 seconds) on form submissions.
UEM was injected manually from a separate web server on IIS 8.5.

From Chrome debugger, it is noticed there are presence of multiple https://servicenow-uat.customersite.com/amb/conne... initiated by JS agent, which took around 30 seconds to respond.
What's bothersome is this is not happening in production environment but only on UAT/staging, where the ServiceNow team is upgrading.

While we are trying to get more info on what were the changes/differences between UAT/staging and production, appreciate some input on what could be causing the delay (180s).

Also raised a support case SUPDT-29464 for this.

Thanks

4 REPLIES 4

Srikar_Mohan2
Helper

Hi Hogan, can you try disabling Basic XHR Detection (under system profile - user experience - application - web application - Ajax (XHR) detection) and see if you are able to reproduce this issue? After you disable this option you may have to clear cookies and cache for the JS to get updated. This doesnt answer the Why but hopefully restores operation.

Babar_Qayyum
DynaMight Leader
DynaMight Leader

Hello Hogan,

I can see a long featurehash.

Is production environment has the same?

Regards,

Babar

hogan_kwan
Participant

Hi,

Thanks for the suggestion -- it does reduce or improve the delays but some XHRs (e.g. background JSON response) were also not captured. Is there a workaround to force XHR capturing for specific URIs?

And yes, configuration in both production and UAT/DEV is identical.

Thanks

Hello Hogan,

We can specify user experience management capture settings in the properties of 'User Experience Sensor'.

If I am not wrong, usually we use Basic XHR Detection content when we are not aware about actual framework otherwise we select only the required one.

Regards,

Babar