Problem: Performance on OTRS

[pisko]

Hello community,

Since the update of OTRS 4 to OTRS 5.0.16, we have strong performance problems. What can be the reason?
Example: Calling or creating a ticket is associated with a strong delay. Everything else to workflow in OTRS is also associated with some delay.

Under Admin> Support data analysis there are also small error messages / comments, which are marked in red. These would include:


Free swap space (%) (20)
More than 60% swap space should be available.

Used swap space (MB) (1292.86328125)
No more than 200 MB of swap space should be used.

Ticket Search Index Module (Kernel :: System :: Ticket :: ArticleSearchIndex :: RuntimeDB)
You have more than 50,000 items and should use the StaticDB backend. Please refer to the Performance Tuning Guide.

Has anyone had similar experiences? As it seems, I have insufficient RAM on the OTRS server (OTRS 4 requites 2 GB RAM, OTRS 5 requires 4 GB RAm, right?) and the search index does not tolerate entries that include more than 50,000 articles. BTW: What do you mean by articles?

Thanks in advance.

[nedmaj]

Hi,

We use OTRS 5.0.17 and it's very fast.

StaticDB is recommended (refer to the Performance Tuning Guide in OTRS docs; I suggest you follow all the recommendations).

Also, it looks like you are out of memory. I suggest you to increase your RAM to 16GB (you will need it in order to follow the tmpfs recommendation).

By the way, what database do you use? And how is your postmaster configured? Do you use a MTA (postfix etc)?

[zzz]

Hey,

are you frequently getting errors into your webserver log?

[root]

There are many reasons for performance impacts:

Check the kernel ring buffer (dmesg), disk io with vmstat, memory consumption of all processes, enable the slow query log of your database.
Stop unnecessary services and processes. If this is a virtual machine check the host's performance.