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We have identified an issue that can cause performance degradation for instances that have the ITSM Predictive Intelligence Workbench (com.sn_piwb_ml) application installed. The com.sn_piwb_ml application introduces: A) The "piwb.instance_eligible_auto_train" system property, which has ignore_cache set to FALSE by default, and... B) The scheduled job "Update piwb.instance_eligible_auto_train Property", which is scheduled to run every six hours. When the scheduled job executes, it can change the value of the system property, triggering a cache flush that results in performance impact. On some instances, the property value is changing daily, so these performance issues occur frequently.
Activate the ITSM Predictive Intelligence Workbench (com.sn_piwb_ml) application on your instance.
For new instances, this issue has been fixed in Tokyo Patch 8 and above, and Utah Patch 1 and above. For pre-existing instances, this issue has been fixed in Utah Patch 6 and above. Additionally, for pre-existing instances that have been identified as currently being at risk of this issue, we will be performing maintenance to set ignore_cache to TRUE for the "piwb.instance_eligible_auto_train" system property. Note: For optimal performance, when the instance cache is flushed, it needs to be fully rebuilt again from the database into memory. Therefore, you want to avoid cache flushes wherever possible. The maintenance will significantly reduce the frequency of cache flushes related to this issue, as it will no longer trigger a cache flush when the system property is updated. FAQ: Q: How can I tell if my instance is at risk? A: If both of the following conditions are met, you could encounter this issue: 1) The ITSM Predictive Intelligence Workbench (com.sn_piwb_ml) application is installed in your instance, and... 2) The system property "piwb.instance_eligible_auto_train" exists on your instance with ignore_cache set to FALSE (checkbox is unchecked) Q: Why does this issue occur? A: The scheduled job "Update piwb.instance_eligible_auto_train Property" runs every six hours. If the property value is updated, it triggers a cache flush resulting in performance impact. Q: How will this issue be resolved? A: We will be performing maintenance on instances that meet the impact criteria specified above. The maintenance involves running a script to set ignore_cache to TRUE for the noted system property. Note: If we have identified your instance as being at risk of this issue, you will be notified of the timeline. Q: Will the planned maintenance cause any downtime? A: There is no anticipated downtime as a result of this maintenance. Q: Can I implement the maintenance myself? A: The ignore_cache value can only be modified via the "maint" role, so it must be implemented by ServiceNow. Q: Can I opt-out of having this maintenance performed? A: Due to the potential for performance impact on your instance(s), we do not recommend opting out of this maintenance. NOTE: If you choose to opt-out, we advise that you raise a case to have the system property updated by a Technical Support Engineer as soon as possible. Q: What can I do if I am experiencing this issue and have not received the maintenance? A: Please contact Customer Support to have the maintenance applied to your instance manually. Q: In which versions will this issue be fixed? A: For new instances, this issue is fixed Tokyo P8+ and Utah P1+. For pre-existing instances, this issue is fixed in Utah P6+.
PRB1541236
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