Slow Queueview

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richym76
OTRS newbie
Posts: 7
Joined: 24 Oct 2013, 12:34
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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Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.10

Re: Slow Queueview

Post by fcasal » 15 Apr 2019, 16:08

Which patch level of otrs 6 have installed?

richym76
OTRS newbie
Posts: 7
Joined: 24 Oct 2013, 12:34
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
Posts: 7
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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OTRS Version?: 6.0.x

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
    OTRS newbie
    Posts: 7
    Joined: 24 Oct 2013, 12:34
    OTRS Version?: 3.2.11

    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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    OTRS Version?: 6.0.10

    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
    Posts: 7
    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

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