Ticket Opening is very slow for agents

yashwantsharma968

Version : osTicket (v1.14.6), Agents Count is around 30 and 4000 tickets till now. But it is slow from Starting. I want to implement it for my organization but ticket opening time is somewhat around 50 Sec, that is literally unbearable for agents. I have checked my server resources , all are free. Kindly suggest some solution.

vicos

I just had a somewhat similar issue. All of a sudden, it took forever to load the /scp/ and it would often timeout or return a 500 error from the server. All I can figure out is that some server upgrade caused an issue.

I was running v1.11. I just upgraded yesterday to v1.15.2 and all is well again.

derocco

vicos
Did you try cloesd ticket?

I face same issue but only with new / open tickets. Already worked on no problem.

Only i never been able to open. think it always goes into timeout

ntozier

There are a lot of things that could cause your site to be slow.

The obvious of network speed, or not enough hardware (low ram, etc). You haven't specified your bandwidth or what you are running for hardware. You would want to check your server/network resource utilizations and see if there is a bottle neck there.

Database software and webserver software can be speed tuned. You haven't really told us if you have done anything like that. You would want to speed tune your software, and may need to allocate more RAM to processes, etc.

osTicket is a constantly changing piece of software. This means that you will need to keep it up to date. 1.14.6 is pretty old in the scheme of things 1.15.x has been out since Nov 2020 and is currently at 1.15.3.1 (released July 2021). Upgrading could fix the issues that you are reporting.

Lastly, what database format are you using? One of the Devs (Kevin) has posted several times here on the forums that they recommend converting all tables to InnoDB to improve performance.

yashwantsharma968

ntozier Thanks for your reply. I have updated the Osticket version to v1.15.3.1(FYI Mysql Version is 10.3.17 and Php Version 7.3.20.) and checked all the things :

Network speed is around 40mbps.
Ram(16GB for Application server and 32GB for DB Server) and CPU(4cores for application and 8cores for DB) utilization is very less, attaching the screenshot.
Database storage engine is InnoDB only.

Still the issue is same, while opening every ticket /jquery-3.5.1.min.js?65ca4e6 this JS file is getting canceled after every 30 seconds, it will start again and then it will open after 15 seconds, can you tell why is this happening ? this one is taking time, attaching the screenshot.

ntozier

I've asked the devs to take a look at this.

KevinTheJedi

@yashwantsharma968

You will need to review all logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) to see if there are any related errors. The browser console isn’t too helpful in this case.

Cheers.

yashwantsharma968

derocco No, I didn't close the ticket. I am trying the solutions what KevinTheJedi has suggested. Will update here if this problem get resolved.

yashwantsharma968

KevinTheJedi I have noticed one more thing that High Priority tickets from some specific domain were opening in few ms, so when I set default priority as High, the same issue started again.

ClinEpi

yashwantsharma968
Hi there, been a couple of years - but how did this pan out in the end?

Similar thing happening recently, I'm using latest versions of all software (on my 90K dollar web server running WIndows Server 2022) - latest osticket version, php version, mysql.

Love osticket - so much so that I decommissioned our old desktop server - bought a new one, installed latest osticket from scratch, dependencies (mysql/php) and then started a-new with our customer base.

Recently we decided to create some new forms, using the inbuilt gui (list/form/help topics) as is a great way to create a choose your own adventure type of form for our team's services... and this is where things start to go bad, mainly with slow logins... only for agents..

Customer side runs super-fast, including when customer creates a ticket either by form, or sending an email - super fast, love it.....

When an agent logs in though it can take 20-30 seconds, if it doesnt time out they will get in, if it times out they have to try again. I notice in both Chrome and IE that the lag is the same when trying to log in... end users pages login fast at the same time (we test concurrently to be sure its not network/system).
Its getting worse not better...

So how did your issue pan out?

I keep coming back to this forum in the hope of gaining a little insight, and I appreciate you offer support via a subscription, so I dont expect to soak up your time for free.....
Does your team offer remote support outside of a subscription?
Do you charge an hourly upfront fee I can utilise?

KevinTheJedi

@yashwantsharma968

I have no idea then. I cannot replicate this. You will need to look at all your logs, possibly enable slow query logs, and view your server usages when it's slow.

Cheers.

yashwantsharma968

KevinTheJedi I have enabled slow query logs, kept time >5sec, still nothing stored there. Server usage are also minimal. Installed the latest version on another server, found same issue there as well. 🙁 If some other user faced the same issue and you helped him out, then you can refer that thread to me as well.

josem

Hi All
We are also facing same issue on osTicket (v1.16.3). Any update on this issue.

KevinTheJedi

josem

Are you using MariaDB or MySQL? Also, what version of MariaDB/MySQL are you running? Did you enable slow query logs like above? Do you notice high resource usage during the slowness? Do you have any problematic Queues created?

Cheers.

josem

We are using 10.4.24-MariaDB, Enabled slow query but not showing any thing. Slowness is happening when viewing ticket on landing page.

KevinTheJedi

josem

Sounds like you need to switch to MySQL or follow MariaDB optimization guide.

Cheers.

KevinTheJedi

ClinEpi

Have you ever tried this?

https://forum.osticket.com/d/95642-ticket-view-is-very-slow-queue-query-related/18

If that works then you need to optimize your database or dedicate more resources to it. You may have all this expensive stuff but you have to configure the services to actually utilize the resource adequately. Both MySQL and MariaDB have great optimization guides on their websites.

Cheers.