AgentTicketLockedView performance issue

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exness
Znuny newbie
Posts: 7
Joined: 08 Jul 2014, 10:16
Znuny Version: 3.3.6

AgentTicketLockedView performance issue

Post by exness »

Hi guys,

we do have a heavy performace issue, but only AgentTicketLockedView is making some trouble.
See our performance log. We are currently using OTRS 6.0.6. Only with verified otrs modules.
Other views are quite "fast".

INTERFACE REQUEST MIN. MAX. AVG
Agent 37 0s 19s 0.67s
AdminSystemConfiguration 1 0s 0s 0s
AdminSystemConfiguration&AJAXNavigati... 1 0s 0s 0s
AdminSystemConfiguration&AJAXSearch 1 0s 0s 0s
AdminSystemConfiguration&Search 1 0s 0s 0s
AdminSystemConfigurationGroup&Lock 1 0s 0s 0s
AdminSystemConfigurationGroup;Subacti... 1 0s 0s 0s
AgentDashboard 2 1s 1s 1s
AgentDashboard&Element 20 0s 1s 0.1s
AgentTicketArticleContent;Subaction=H... 1 1s 1s 1s
AgentTicketClose&AJAXUpdate 2 0s 0s 0s
AgentTicketClose&Store 1 1s 1s 1s
AgentTicketClose;TicketID=99186 1 0s 0s 0s
AgentTicketLockedView 1 19s 19s 19s
AgentTicketZoom&LoadWidget 1 0s 0s 0s
AgentTicketZoom&MarkAsSeen 1 0s 0s 0s
AgentTicketZoom;TicketID=99186 1 0s 0s 0s

Do you have any ideas why this could happen?
We do have postgres 9.5. and an ubuntu 16.04 lts with these modules:
o Apache::DBI......................ok (v1.12)
o Apache2::Reload..................ok (v0.13)
o Archive::Tar.....................ok (v2.04)
o Archive::Zip.....................ok (v1.56)
o Crypt::Eksblowfish::Bcrypt.......Not installed!
o Crypt::SSLeay....................ok (v0.73_04)
o Date::Format.....................ok (v2.24)
o DateTime.........................ok (v1.21)
o DBI..............................ok (v1.634)
o DBD::mysql.......................Not installed!
o DBD::ODBC........................Not installed!
o DBD::Oracle......................Not installed!
o DBD::Pg..........................ok (v3.5.3)
o Digest::SHA......................ok (v5.95)
o Encode::HanExtra.................ok (v0.23)
o IO::Socket::SSL..................ok (v2.024)
o JSON::XS.........................ok (v3.01)
o List::Util::XS...................ok (v1.41)
o LWP::UserAgent...................ok (v6.26)
o Mail::IMAPClient.................Not installed!
o IO::Socket::SSL................ok (v2.024)
o Authen::SASL...................ok (v2.16)
o Authen::NTLM...................Not installed!
o ModPerl::Util....................ok (v2.000009)
o Net::DNS.........................ok (v0.81)
o Net::LDAP........................ok (v0.65)
o Template.........................ok (v2.24)
o Template::Stash::XS..............ok (undef)
o Text::CSV_XS.....................ok (v1.21)
o Time::HiRes......................ok (v1.9726)
o XML::LibXML......................ok (v2.0123)
o XML::LibXSLT.....................Not installed!
o XML::Parser......................ok (v2.44)
o YAML::XS.........................ok (v0.41)

Listing all installed packages...
| Name: FAQ
| Version: 6.0.5
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The FAQ/knowledge base.
+----------------------------------------------------------------------------+
| Name: GeneralCatalog
| Version: 6.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The General Catalog package.
+----------------------------------------------------------------------------+
| Name: ImportExport
| Version: 6.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The ImportExport package.
+----------------------------------------------------------------------------+
| Name: ITSM
| Version: 6.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM bundle package.
+----------------------------------------------------------------------------+
| Name: ITSMChangeManagement
| Version: 6.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Change Management package.
+----------------------------------------------------------------------------+
| Name: ITSMConfigurationManagement
| Version: 6.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Configuration Management package.
+----------------------------------------------------------------------------+
| Name: ITSMCore
| Version: 6.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Core package.
+----------------------------------------------------------------------------+
| Name: ITSMIncidentProblemManagement
| Version: 6.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Incident and Problem Management package.
+----------------------------------------------------------------------------+
| Name: ITSMServiceLevelManagement
| Version: 6.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Service Level Management package.
+----------------------------------------------------------------------------+
| Name: OTRSCloneDB
| Version: 6.0.1
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS CloneDB package.
+----------------------------------------------------------------------------+
| Name: OTRSMasterSlave
| Version: 6.0.4
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Includes "Ticket Master/Slave" feature.


Best Regards,
Florian
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
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Re: AgentTicketLockedView performance issue

Post by root »

Hi,

Maybe an index is missing. Did you enabled the slow_query_log?

- Roy
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exness
Znuny newbie
Posts: 7
Joined: 08 Jul 2014, 10:16
Znuny Version: 3.3.6

Re: AgentTicketLockedView performance issue

Post by exness »

Hello,
thank you for your feedback.
I enabled it and it looks like if something is taking long to process from otrs to sql-server.
If I ran this sql directly on sql server is less than 200ms.
2018-06-05 09:45:30.407 CEST LOG: Dauer: 74.217 ms Ausführen <unnamed>:
SELECT sadm.a_from, sadm.a_reply_to, sadm.a_to, sadm.a_cc, sadm.a_bcc, sadm.a_subject,
sadm.a_message_id, sadm.a_in_reply_to, sadm.a_references, sadm.a_content_type,
sadm.a_body, sadm.incoming_time
FROM article_data_mime sadm
WHERE sadm.article_id = $1
LIMIT 1
2018-06-05 09:45:30.407 CEST DETAIL: Parameter: $1 = '264473'
I'm not sure what to do next.
Performance is only slow at "Ticket-Button" - everything else in system config or admin panel is very fast :(

Best Regards,
Florian
schulmann
Znuny wizard
Posts: 470
Joined: 20 Nov 2011, 16:08
Znuny Version: 6.5.4
Real Name: Schulmann

Re: AgentTicketLockedView performance issue

Post by schulmann »

I'd check dns and try to analyze network traffic with tcpdump/wireshark.
Znuny6/Debian/ESXi
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