OTRS with many ticket > Poor performance

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flamme2
OTRS newbie
Posts: 5
Joined: 22 Mar 2019, 18:14
OTRS Version?: 6.0.16

OTRS with many ticket > Poor performance

Post by flamme2 » 25 Mar 2019, 10:17

Hi everybody,

I have many tickets (+/- 80 k) in my OTRS 6.0.16.

When show subqueue with 135 tickets, the page load pending 35 seconds before show.
A process '/opt/otrs/bin/c' run with 100% CPU consumption when page loading.

If double click, two process '/opt/otrs/bin/c' run with 100% CPU.

The configure as set to limit 25 tickets show per page

MariaDB 10.3.12 is used in same server. Only OTRS database is present.
You can find more information about database here : https://pastebin.com/raw/kEeHwNR9

The server configuration :
Centos 7.6 last update
Perl 5.16 with mod_perl 2.000010 and Apache 2.4.6

8 CPU Core
32 GB RAM

I try to optimise like this :

'bin/otrs.Console.pl Admin::Article::StorageSwitch --target ArticleStorageFS'
'bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild'
'bin/otrs.Console.pl Maint::Ticket::FulltextIndex --rebuild'
'bin/otrs.Console.pl Maint::Ticket::EscalationIndexRebuild'
'bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuildWorker'

Without any change.

After many search, I find a problem with regex on my Perl version (cve-2015-8853). I don't kown if a direct correlation exist and if I can update Perl on Centos but, new version of Centos is available on SoftwareCollection with different path. OTRS have fixed shebang on Perl script.

But, if direct correlation existe, I suppose not alone with this problem. In fact OTRS documentation requirement proper compatibility between Perl 5.16 and OTRS 6.

Thank you in advance,

Best regard,

RStraub
OTRS guru
Posts: 2162
Joined: 13 Mar 2014, 09:16
OTRS Version?: 6.0.14
Real Name: Rolf Straub

Re: OTRS with many ticket > Poor performance

Post by RStraub » 25 Mar 2019, 10:20

Have you tried turning archiving on? This will set an "archive" flag on (configurable) old tickets, thus reducing search-indices.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS

root
Moderator
Posts: 1807
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS with many ticket > Poor performance

Post by root » 25 Mar 2019, 11:18

Hi,

Do you have configured escalations and if yes how many tickets are escalated and what's the min, max and average age of these tickets?

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

flamme2
OTRS newbie
Posts: 5
Joined: 22 Mar 2019, 18:14
OTRS Version?: 6.0.16

Re: OTRS with many ticket > Poor performance

Post by flamme2 » 25 Mar 2019, 22:20

Hi :)

Thank you for your responses,

Yes, I have 210 ticket in "Tickets" > "Escalation view"

This server is a test before update, I have recreated original server. The age is not representative.
min age : 82 days
max age : first 1141 days Oo ?? second 776 days, fifteenth 356 days

I have enable archiving for closed ticket more than 1 year :

"54675 Tickets affected! What do you want to do?"

I run the job every minute this night and post the result tomorrow,

Best regards,

flamme2
OTRS newbie
Posts: 5
Joined: 22 Mar 2019, 18:14
OTRS Version?: 6.0.16

Re: OTRS with many ticket > Poor performance

Post by flamme2 » 26 Mar 2019, 19:13

Hi,

The OTRS server is fast now,
Thank you for your help !

Best regards,

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