Too Slow Opening tickets and reviewing tickets

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hmaldonado
OTRS newbie
Posts: 7
Joined: 16 May 2016, 17:55
OTRS Version?: 4.0000
Real Name: Hernan Maldonado
Company: GEQ

Too Slow Opening tickets and reviewing tickets

Post by hmaldonado » 19 May 2016, 21:07

OTRS4 is too slow since a week openning and revieweing tickets.

I searched for the Maintenance tasks and see those running every 15 days.

I did not see the: /opt/otrs/bin/otrs.CleanUp.pl

Any ideas?

Apr 24 00:20:01 15ctsf1051 CROND[2554]: (otrs) CMD ($HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null)
Apr 24 00:30:02 15ctsf1051 CROND[2758]: (otrs) CMD ($HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null)
May 1 00:20:01 15ctsf1051 CROND[5287]: (otrs) CMD ($HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null)
May 1 00:30:01 15ctsf1051 CROND[5509]: (otrs) CMD ($HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null)
May 8 00:20:01 15ctsf1051 CROND[21522]: (otrs) CMD ($HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null)
May 8 00:30:01 15ctsf1051 CROND[21738]: (otrs) CMD ($HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null)
May 15 00:20:01 15ctsf1051 CROND[4439]: (otrs) CMD ($HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null)
May 15 00:30:01 15ctsf1051 CROND[4649]: (otrs) CMD ($HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null)

Giulio Soleni
OTRS superhero
Posts: 391
Joined: 30 Dec 2010, 14:35
OTRS Version?: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

Re: Too Slow Opening tickets and reviewing tickets

Post by Giulio Soleni » 24 May 2016, 17:07

Hi,
if you have many (means thousands) tickets you may consider switching from RuntimeDB indexes to StaticDB indexes to improve the performances...

To do this you should change the following settings in SysConfig:

Kernel::System::Ticket::ArticleSearchIndex::RuntimeDB ...change to StaticDB
Kernel::System::Ticket::IndexAccelerator::RuntimeDB ...change to StaticDB

And then run the Index rebuilds from command line.
I do not remember the rebuild commands on OTRS 4 version ... on OTRS 5 there are three...
/opt/otrs/bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuild
/opt/otrs/bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild
/opt/otrs/bin/otrs.Console.pl Maint::Ticket::EscalationIndexRebuild

MIND that these rebuild commands may take a long time to complete: depending on the amount of tickets whose indexes need to be rebuilt FulltextIndexRebuild may take half an hour or even more...
I suggest to run them out of working hours

Another completely different cause that may affect the loading of webpages of OTRS consoles is a failed or poor internet connection.
You may take a look to the following settings...
Framework → Core::Package Package::Timeout
Framework → Core::WebUserAgent WebUserAgent::Timeout

HTH
Giulio
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

hmaldonado
OTRS newbie
Posts: 7
Joined: 16 May 2016, 17:55
OTRS Version?: 4.0000
Real Name: Hernan Maldonado
Company: GEQ

Re: Too Slow Opening tickets and reviewing tickets

Post by hmaldonado » 26 May 2016, 02:39

Thanks Giulio¡¡
I'll checkthat...

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