Slow Queueview

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richym76
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OTRS Version?: 3.2.11

Slow Queueview

Post by richym76 » 15 Apr 2019, 08:51

Hi.

We are experiencing an issue with loading the queueview. We have about 220 open tickets which are all visible in this queue. I can not see any load on the server (4 CPUs, 32GB ram). This appears to have happened since upgrading to V6 from V5 but as the ticket count gets greater the slower it becomes.

Any help would gratefully be received.

Thanks.

Rich

fcasal
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Re: Slow Queueview

Post by fcasal » 15 Apr 2019, 16:08

Which patch level of otrs 6 have installed?

richym76
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OTRS Version?: 3.2.11

Re: Slow Queueview

Post by richym76 » 15 Apr 2019, 17:26

Hi.

We are now up to 6.0.17 but the problem was right from the out set of V6. Just worse now as we are getting more live (open) tickets.

root
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Re: Slow Queueview

Post by root » 15 Apr 2019, 18:00

Hi,

Do you have escalations configured?

- Roy
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richym76
OTRS newbie
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Joined: 24 Oct 2013, 12:34
OTRS Version?: 3.2.11

Re: Slow Queueview

Post by richym76 » 16 Apr 2019, 08:44

Hi.

No we do not have escalation enabled.

Thanks.

wurzel
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Re: Slow Queueview

Post by wurzel » 16 Apr 2019, 13:26

Hi,

what about your support assessment?
What about the logs?

Flo
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    richym76
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    Joined: 24 Oct 2013, 12:34
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    Re: Slow Queueview

    Post by richym76 » 16 Apr 2019, 16:13

    Hi Flo.

    Thanks for your response.

    I have run the support data collector and nothing is really jumping out except:
    - Our DB is 47GB.
    - Used swap file is more than 200mb (using 860mb)
    - Remove Legacy backups

    The main logs show (repeats) :
    - (Europe/London) error OTRS-CGI-10 Error creating DateTime object.
    - (Europe/London) error OTRS-CGI-10 Missing parameter Year.

    Thanks.

    fcasal
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    Re: Slow Queueview

    Post by fcasal » 17 Apr 2019, 15:44

    I think it could be interesting to thin that database, perhaps changing that otrs saves attachments into filestore instead of database, and move all the attachments (you can do on the fly), and then try how is working.

    richym76
    OTRS newbie
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    Joined: 24 Oct 2013, 12:34
    OTRS Version?: 3.2.11

    Re: Slow Queueview

    Post by richym76 » 18 Apr 2019, 08:56

    Hi.

    Thanks for your reply.

    I have moved all the articles to FS rather than DB and then deleted the cache. I'm not sure this has made much difference but I will check back in a few days.

    Rich

    richym76
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    Joined: 24 Oct 2013, 12:34
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    Re: Slow Queueview

    Post by richym76 » 23 Apr 2019, 14:03

    Hi.

    Whilst this has increased the speed a bit the queue view can still take >10 secs to load.

    Any further assistance would be grateful.

    Rich

    fcasal
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    Re: Slow Queueview

    Post by fcasal » 23 Apr 2019, 15:55

    Have you checked the database configuration?
    Is the db in the same machine of otrs?

    root
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    Re: Slow Queueview

    Post by root » 23 Apr 2019, 15:56

    Hi,

    Do you use the S, M or L view?

    - Roy
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    richym76
    OTRS newbie
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    Joined: 24 Oct 2013, 12:34
    OTRS Version?: 3.2.11

    Re: Slow Queueview

    Post by richym76 » 23 Apr 2019, 17:19

    Hi Roy.

    We use the small view which is set to show 200 tickets. I have seen an issue in the forums re this but our version seems to not be effected but the fix.

    Everything else is responding as expected.

    Rich

    richym76
    OTRS newbie
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    Joined: 24 Oct 2013, 12:34
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    Re: Slow Queueview

    Post by richym76 » 26 Apr 2019, 08:45

    Hi.

    Does anyone know where else I can look into why this is still slow?

    Thanks.

    root
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    Re: Slow Queueview

    Post by root » 26 Apr 2019, 10:41

    Hi,

    Anything on the database slow query log or the server load when loading the Queue view?

    - 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/

    richym76
    OTRS newbie
    Posts: 11
    Joined: 24 Oct 2013, 12:34
    OTRS Version?: 3.2.11

    Re: Slow Queueview

    Post by richym76 » 30 Apr 2019, 14:51

    Hi Roy.

    I can not see anything in particular in the log although there are a lot of entries! I have the following setting:

    slow_query_log=1
    log-slow-queries=/var/log/mysql/log-slow-queries.log
    long_query_time = 10
    log_queries_not_using_indexes=1

    Hope this is what I should be using.

    No real load is on the server when viewing the queue.

    Rich

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