I have a strange problem where the performance of OTRS is perfect, except for some occasions where a form is submitted. An example is when an agent tries to create a new email ticket. They fill in all the details, upload attachments, (which is all fine), but then when he submits to create the ticket, then it just sits there for a really long time. The agent thinks that the ticket is not being created, so they click the submit button again - this happens a few times before it actually looks like it has created the ticket. The problem is that in the background, OTRS has in fact been creating and sending the emails to the customer - so the customer receives 4 emails of exactly the same thing. So while to the agent it looks like OTRS is "hanging" it is actually doing all the work and just not loading the next page.
Here is an example of this in our logs: (names and addresses changed)
Strangely this only happens SOMETIMES. Often the performance of submitting forms is perfect, and other times this problem happens.[Tue Sep 28 10:45:54 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Name Surname <names@domain.com>' from 'Support Queue <support@company.com>'. HistoryType => SendAnswer, Subject => Re: [Ticket#2010092282000011] Transports into QA;
[Tue Sep 28 10:46:19 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Name Surname <names@domain.com>' from 'Support Queue <support@company.com>'. HistoryType => SendAnswer, Subject => Re: [Ticket#2010092282000011] Transports into QA;
[Tue Sep 28 10:48:37 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Name Surname <names@domain.com>' from 'Support Queue <support@company.com>'. HistoryType => SendAnswer, Subject => Re: [Ticket#2010092282000011] Transports into QA;
[Tue Sep 28 10:48:51 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Name Surname <names@domain.com>' from 'Support Queue <support@company.com>'. HistoryType => SendAnswer, Subject => Re: [Ticket#2010092282000011] Transports into QA;
Note that this problem is not only linked to new email tickets, but to any form submission, like creating notes etc as well.
Any advice would be appreciated.