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Issue
Massive /api/now/v1/cs/consumerAccount/unreadMessage calls from Proactive Trigger or Portable Virtual Agent embedded in the 3rd party sites causes instance API resources exhausting The article describes the following issues: - Massive /api/now/v1/cs/consumerAccount/unreadMessage calls from Proactive Trigger or Portable Virtual Agent embedded in the 3rd party sites causing instance API resources to exhaust. - Intermittent slowness and freezing in ServiceNow production instance. - Instance outage due to high memory consumption and OOM errors caused by specific transactions related to consumer account unread messages and API calls
Massive /api/now/v1/cs/consumerAccount/unreadMessage calls from Proactive Trigger or Portable Virtual Agent: 1. Activate the Proactive Trigger Plugin or Portable Virtual Agent embedded in the 3rd party sites 2. Go to the esc or sp portal. 3. The /api/now/v1/cs/consumerAccount/unreadMessage message is sent out every 10 seconds. Outage on the instance due to high memory consumption and OOM errors caused by specific transactions related to consumer account unread messages and API calls: The issue is each application node has over 80K sessions due to these calls and nodes sometimes run OOM at the slightest load increase. Customer has thousands of user on portal and over 1 million of /api/now/v1/cs/consumerAccount/unreadMessage call observers in node logs. This causes an issue as it exhausts their api rate limit and prevents people from submitting forms on the portal and other issues.
Massive /api/now/v1/cs/consumerAccount/unreadMessage calls from Proactive Trigger: - check if the customer has Proactive Trigger Plugin installed or Portable Virtual Agent configured - Set the 'com.glide.cs.web_client.fetchUnreadInterval' system property to configure the unread count polling interval. - Disable the Proactive Trigger Plugin as a temporary workaround. Steps to disable the Proactive Trigger Plugin: 1. Disable the proactive trigger feature by setting the following properties: - com.glide.proactive_trigger.enabled=false - com.glide.proactive_trigger.interval=0
PRB1890944
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ServiceNow Integration
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