Slow Form Submission Response

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davidbann
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Znuny Version: 6.5.2
Real Name: David Bann
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Slow Form Submission Response

Post by davidbann »

Hi,

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)
[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;
Strangely this only happens SOMETIMES. Often the performance of submitting forms is perfect, and other times this problem happens.

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.
creator
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Real Name: Stefano Coletta
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Re: Slow Form Submission Response

Post by creator »

Hello,
we have exactly the same issue with OTRS 3.0.8 on CentOs 5.7 and MySQL.

To us it seems a client side problem (Javascript/Browser).

We saw with Firebug that when you submit the form (ticket creation, ticket move, note, etc.) there is a long delay between the user click and the effective http request to be sent to the web server. This has been confirmed even by reading the Apache logs in realtime: when you click, nothing shows up in the web server log (and of course in Firebug); if you wait enough (even some minutes!), you'll see the HTTP POST and the rest of the pages flowing regularly.

Any ideas out there?

We'll try to upgrade to OTRS 3.0.10 even if no change is clearly stating that is fixing this strange behaviour.
MichaelR
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Znuny Version: 3.0.9
Company: LRS Health

Re: Slow Form Submission Response

Post by MichaelR »

Javascript is getting stuck processing something?
OTRS: 3.0.9 & ITSM 3.0.4 - OS: Windows 7 - DB: MySQL - Heaps of random/useful hacks :)
[Major Code Changes]
ArticleFreeTime1-3
Ability to search ArticleFreeText
lbecker
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Znuny Version: 5.0.22
Real Name: Louis Becker
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Re: Slow Form Submission Response

Post by lbecker »

Hi

I have recently installed and configured OTRS 3.0.11 on CentOS 5.5 and mysql. It is run in on a virtual server. Customer login is fast as is agent logins, but form submission by customers run between 30 and 40 seconds. Can someone help.

Louis
ferrosti
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Re: Slow Form Submission Response

Post by ferrosti »

Please switch off all spelling options and try if this helps.
openSuSE on ESX
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lbecker
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Re: Slow Form Submission Response

Post by lbecker »

Hi

Under "Core::Spellchecker", Setting "Spell Checker, enables spell checker support" is already set to 'No'. Is there any other places that I need to disable spell checking?

Louis
jojo
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Re: Slow Form Submission Response

Post by jojo »

how do you sent emails?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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lbecker
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Re: Slow Form Submission Response

Post by lbecker »

Hi

We send mails with SMTP.

During testing I get a notification e-mail of a new ticket even before the form closes in the browser.

Regards
Louis
jojo
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Re: Slow Form Submission Response

Post by jojo »

So your SMTP Connection is slowing down OTRS. Please switch to sendmail
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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lbecker
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Re: Slow Form Submission Response

Post by lbecker »

Hi jojo

Now I have to learn sendmail! Would you be able to point me to the SMTP settings to submit our MS Exchange server?

Louis
jojo
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Re: Slow Form Submission Response

Post by jojo »

ask your *NIX admin
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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lbecker
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Re: Slow Form Submission Response

Post by lbecker »

Don't have one. Will have to figure it out myself then.
jojo
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Re: Slow Form Submission Response

Post by jojo »

you should use Postfix instead of sendmail. (easier to configure and more secure)
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
lbecker
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Joined: 08 Feb 2012, 17:21
Znuny Version: 5.0.22
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Re: Slow Form Submission Response

Post by lbecker »

Hi jojo

Finally got time to spend with Sendmail and I am no able to send mails. Speed is excellent now. :)

Thanks
Louis
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