Slow after upgrade OTRS 4 to 5 / 6

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andy17d
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Slow after upgrade OTRS 4 to 5 / 6

Post by andy17d »

I've made an OTRS system update from 4.0.19 to 5.0.41
There are no errors in the system logs, but unfortunately the queue preview (AgentTicketQueue) is now much slower.
The longest queue loading time on version 4 is 9s. and on version 5 it is 22s.
Why such a significant drop in performance?
Last edited by andy17d on 13 Feb 2021, 18:12, edited 1 time in total.
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5

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root
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Re: Slow after upgrade OTRS 4 to 5.

Post by root »

Hi,

I would not invest a single minute to search for this issue until the system is upgraded to 6. Version 5 is end-of-life for a long time.
Maybe your issue is solved after you move to the next version.

- Roy
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Re: Slow after upgrade OTRS 4 to 5.

Post by skullz »

1. Go for latest version 1st.

2. If still happen, you may try to optimize the table.

https://doc.otrs.com/doc/manual/admin/6 ... base-mysql

For postgresql, try to use vacuum.

good luck
andy17d
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Re: Slow after upgrade OTRS 4 to 5.

Post by andy17d »

Following your advice, I made next upgrade to version 6.0.26.
I also optimized mysql tables.
Unfortunately, it gets even worse :(

Loading my largest queue view takes accordingly:
ver. 4 - 9 sec, ver. 5 - 22 sec, ver. 6 - 40 sec.
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5

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zzz
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Re: Slow after upgrade OTRS 4 to 5 / 6

Post by zzz »

Any errors/messages in the support data collector (admin area)?
Are other pages working fine?
Do you have a lot of escalated tickets?

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skullz
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Re: Slow after upgrade OTRS 4 to 5.

Post by skullz »

andy17d wrote: 13 Feb 2021, 18:04 Following your advice, I made next upgrade to version 6.0.26.
I also optimized mysql tables.
Unfortunately, it gets even worse :(

Loading my largest queue view takes accordingly:
ver. 4 - 9 sec, ver. 5 - 22 sec, ver. 6 - 40 sec.
try on article_data_mime or maybe any table start with article* and ticket*

EDIT: additionally, also check the performance tuning url in TicketIndexModule section
Last edited by skullz on 14 Feb 2021, 16:10, edited 1 time in total.
root
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Re: Slow after upgrade OTRS 4 to 5 / 6

Post by root »

Hi,

Do you move to a new server? Do you use the S, M or L view?

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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andy17d
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Re: Slow after upgrade OTRS 4 to 5 / 6

Post by andy17d »

zzz wrote: 13 Feb 2021, 21:32 Any errors/messages in the support data collector (admin area)?
Are other pages working fine?
Do you have a lot of escalated tickets?
Honestly, I've never used a data collector. I'll check it.
Other pages works fine - only queue view are very slow.
Escalation is enabled.
There are many ticket that should be escalated. This is a test machine and there is a copy of the production database from 2 years ago and no one is closing tickets there.
root wrote: 14 Feb 2021, 09:33 Do you move to a new server? Do you use the S, M or L view?
Everything is on the same server (virtual machine)
S view.

Edit:
After disabling escalation in individual queues, their preview loads instantly.
However, productively escalation must be enabled.
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5

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Re: Slow after upgrade OTRS 4 to 5 / 6

Post by zzz »

That sounds familiar.
There was a bug that caused long loading times on the ticket overview if too many tickets escalated (with long escalation times).
I guess that one didn't get fixed entirely.

I can't validate that but it might be a case for https://github.com/znuny/Znuny/issues

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Re: Slow after upgrade OTRS 4 to 5 / 6

Post by alexus »

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root
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Re: Slow after upgrade OTRS 4 to 5 / 6

Post by root »

andy17d wrote: 14 Feb 2021, 14:00 Edit:
After disabling escalation in individual queues, their preview loads instantly.
However, productively escalation must be enabled.

The calculation of escalations can be very slow and increases with
a) the amount of escalated tickets and
b) with the duration of the escalation.

I guess you have many, old tickets on your test system which are escalated. If this is the same in production it looks more like an organizational issue to me ;-)

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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

Do you want to contribute or want to know where it goes ?
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