Very slow performance

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Juan
OTRS newbie
Posts: 16
Joined: 21 Feb 2018, 10:31
OTRS Version?: 5.0.22
Real Name: Juan Antonio Ramos
Company: PharmaMar

Very slow performance

Post by Juan »

Hi all,

I'm running OTRS 5.0.22 with SUSE 12 SP3 over Oracle 11.2.0.4.0.

I have a very bad response time from my system. Not always, but very often. Two exaples:

- One user wants to open a ticket and press "New ticket". It takes up to 70 secs to open the next window with the fields to be fill.
- One agent wants to close a ticket. He press Close. A blank windows appears and it takes 70 secs to see the fields that must been filled.

Any ideas or suggestions?

Thanks in advanced and best regards.

//Juan

alexus
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Re: Very slow performance

Post by alexus »

Try to set Sendmail module in Framework->Core->Sendmail to DoNotSendEmail and check again. May be your email server is very slow. Could you please share History from any Ticket.
Alexey Yusov

Production: OTRS ITSM 6.0.22 on CentOS 7 x64 Linux with MySQL
Tested: OTRS ITSM 5.0.14
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Juan
OTRS newbie
Posts: 16
Joined: 21 Feb 2018, 10:31
OTRS Version?: 5.0.22
Real Name: Juan Antonio Ramos
Company: PharmaMar

Re: Very slow performance

Post by Juan »

Hi alexus,

I tried, but no success. Still the same poor performance.

Thanks

fcasal
OTRS wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.18

Re: Very slow performance

Post by fcasal »

Which DB are you using?
Are there any message in the logs?

Regards.

wurzel
OTRS guru
Posts: 2935
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Very slow performance

Post by wurzel »

Hi,

60sec or 120sec delay is often a DNS issue. Did you check your network?

Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 10 (Test)
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    Juan
    OTRS newbie
    Posts: 16
    Joined: 21 Feb 2018, 10:31
    OTRS Version?: 5.0.22
    Real Name: Juan Antonio Ramos
    Company: PharmaMar

    Re: Very slow performance

    Post by Juan »

    Our DB is Oracle 11.2.0.4.0. There are no messages in the log that could help.

    We have also check the network and it seems to be fine.

    Anyone is also using Oracle? I have read that OTRS works better with MySQL, but it should also works fine with Oracle. Why not?

    Thanks.

    wurzel
    OTRS guru
    Posts: 2935
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: Very slow performance

    Post by wurzel »

    Hi,

    i know systems using Oracle, working fine. So delays usually should not be based on the database type.
    AFAIK MySQL + Postgres are more performant, but Oracle works fine. This is another issue, I think.

    Flo
    OTRS 8 SILVER (Prod)
    OTRS 8 auf Debian 10 (Test)
      ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

      -- Ich beantworte keine Forums-Fragen PN - No PN please

      I won't answer to unfriendly users any more. A greeting and regards are just polite.

      Juan
      OTRS newbie
      Posts: 16
      Joined: 21 Feb 2018, 10:31
      OTRS Version?: 5.0.22
      Real Name: Juan Antonio Ramos
      Company: PharmaMar

      Re: Very slow performance

      Post by Juan »

      Thanks Flo,

      That's what I thought. But what people are recommended me is to change the database. I wouldn't like. Good to know that there are some other people running OTRS with Oracle with good performance.

      Cheers.

      //Juan A.

      wurzel
      OTRS guru
      Posts: 2935
      Joined: 08 Jul 2010, 22:25
      OTRS Version?: 6.0.x

      Re: Very slow performance

      Post by wurzel »

      Hi,

      as far as I know, OTRS does not perform that good with Oracle DB as other oracle-optimized applications. But it works fine. One delay might be, if the perl oracle driver starts the connection (some seconds) but once it is established, it's fast.

      As I said, delays might be other issues. Do you have a load balancer for the oracle DB?

      Flo
      OTRS 8 SILVER (Prod)
      OTRS 8 auf Debian 10 (Test)
        ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

        -- Ich beantworte keine Forums-Fragen PN - No PN please

        I won't answer to unfriendly users any more. A greeting and regards are just polite.

        Juan
        OTRS newbie
        Posts: 16
        Joined: 21 Feb 2018, 10:31
        OTRS Version?: 5.0.22
        Real Name: Juan Antonio Ramos
        Company: PharmaMar

        Re: Very slow performance

        Post by Juan »

        Hi Flo,

        I don't know exactly whay you mean by "a load balancer for the oracle DB". I'm not an Oracle expert.

        Does OTRS on top of Oracle use a pool of connections to avoid open a new connection for each request ?

        If yes, where can we check the configuration of this pool to ensure is configured correctly for our environment and it’s working as expected ?

        Thanks and KR

        //Juan A.

        wurzel
        OTRS guru
        Posts: 2935
        Joined: 08 Jul 2010, 22:25
        OTRS Version?: 6.0.x

        Re: Very slow performance

        Post by wurzel »

        Hi,

        as I said, I would search for other causes.


        One question would be if you use load balancer. It's your environment. You have to know this, or ask your network guys ;-)
        It would be one possible root cause. (I still think, it's a DNS issue)

        OTRS uses one connection only and can not balance by its own.

        Flo
        OTRS 8 SILVER (Prod)
        OTRS 8 auf Debian 10 (Test)
          ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

          -- Ich beantworte keine Forums-Fragen PN - No PN please

          I won't answer to unfriendly users any more. A greeting and regards are just polite.

          Juan
          OTRS newbie
          Posts: 16
          Joined: 21 Feb 2018, 10:31
          OTRS Version?: 5.0.22
          Real Name: Juan Antonio Ramos
          Company: PharmaMar

          Re: Very slow performance

          Post by Juan »

          Hi Flo,

          We don't have a network load balancer.

          I'll check DNS, but we don't have any other issues like this with any othe application/system. Our network is working quite good.

          Thanks for your help.

          //Juan A.

          Juan
          OTRS newbie
          Posts: 16
          Joined: 21 Feb 2018, 10:31
          OTRS Version?: 5.0.22
          Real Name: Juan Antonio Ramos
          Company: PharmaMar

          Re: Very slow performance

          Post by Juan »

          Hi all,

          We have migrated from Oracle to MariaDB and... problema solved!! Our OTRS is now about 25 times faster thna before. Amazing.

          Cheers

          ruzzetto

          Re: Very slow performance

          Post by ruzzetto »

          I'm happy for you, in my case instead with MariaDB performance are not so good

          Post Reply