Slow loading on my osTicket Setup

voke254

Hello, I am experiencing some delay in my osTicket setup, I have some instances where I get slow loading on the agent panel. On this delay, I noted that the CPU usage on the MySQL service spikes and ends up slowing the System.

I am running the below version of osTicket.

I also checked the system logs and got the following errors

DB Error #3
[SELECT B5.address AS user__default_email__address, B6.subject AS cdata__subject, B4.name AS user__name, A1.ticket_id AS ticket_id, A3.id AS thread__id, A1.flags AS flags, null AS number, COUNT(DISTINCT A1.ticket_id) AS tickets, COUNT(DISTINCT B7.id) AS tasks, COUNT(DISTINCT B8.id) AS collaborators, COUNT(DISTINCT C0.id) AS entries FROM ost_ticket A1 JOIN ost_ticket_status A2 ON (A1.status_id = A2.id) LEFT JOIN ost_thread A3 ON (A3.object_type = 'T' AND A1.ticket_id = A3.object_id) LEFT JOIN ost_thread_referral A4 ON (A3.id = A4.thread_id) LEFT JOIN ost_staff A5 ON (A4.object_type = 'S' AND A4.object_id = A5.staff_id) LEFT JOIN ost_thread A6 ON (A1.ticket_id = A6.object_id AND A6.object_type = 'C') LEFT JOIN ost_thread_referral A7 ON (A6.id = A7.thread_id) LEFT JOIN ost_staff A8 ON (A7.object_type = 'S' AND A7.object_id = A8.staff_id) LEFT JOIN ost_team B0 ON (A4.object_type = 'E' AND A4.object_id = B0.team_id) LEFT JOIN ost_team B1 ON (A7.object_type = 'E' AND A7.object_id = B1.team_id) LEFT JOIN ost_department B2 ON (A4.object_type = 'D' AND A4.object_id = B2.id) LEFT JOIN ost_department B3 ON (A7.object_type = 'D' AND A7.object_id = B3.id) LEFT JOIN ost_user B4 ON (A1.user_id = B4.id) LEFT JOIN ost_user_email B5 ON (B4.default_email_id = B5.id) LEFT JOIN ost_ticket__cdata B6 ON (A1.ticket_id = B6.ticket_id) LEFT JOIN ost_task B7 ON (A1.ticket_id = B7.object_id) LEFT JOIN ost_thread_collaborator B8 ON (A3.id = B8.thread_id) LEFT JOIN ost_thread_entry C0 ON (A3.id = C0.thread_id) JOIN (SELECT COALESCE(Z3.object_id, Z5.ticket_id, Z8.ticket_id) as ticket_id, Z1.relevance FROM (SELECT Z1.object_id, Z1.object_type, MATCH (Z1.title, Z1.content) AGAINST ('projects' IN NATURAL LANGUAGE MODE) AS relevance FROM ost__search Z1 WHERE MATCH (Z1.title, Z1.content) AGAINST ('projects' IN NATURAL LANGUAGE MODE) ORDER BY relevance DESC) Z1 LEFT JOIN ost_thread_entry Z2 ON (Z1.object_type = 'H' AND Z1.object_id = Z2.id) LEFT JOIN ost_thread Z3 ON (Z2.thread_id = Z3.id AND (Z3.object_type = 'T' OR Z3.object_type = 'C')) LEFT JOIN ost_ticket Z5 ON (Z1.object_type = 'T' AND Z1.object_id = Z5.ticket_id) LEFT JOIN ost_user Z6 ON (Z6.id = Z1.object_id and Z1.object_type = 'U') LEFT JOIN ost_organization Z7 ON (Z7.id = Z1.object_id AND Z7.id = Z6.org_id AND Z1.object_type = 'O') LEFT JOIN ost_ticket Z8 ON (Z8.user_id = Z6.id)) Z1 WHERE ((A2.state = 'open' AND (A1.staff_id = 140 OR A5.staff_id = 140 OR A6.object_type = 'C' AND A8.staff_id = 140 OR A1.team_id IN (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 96, 97, 98, 99, 100, 103) OR B0.team_id IN (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 96, 97, 98, 99, 100, 103) OR A6.object_type = 'C' AND B1.team_id IN (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 96, 97, 98, 99, 100, 103))) OR A1.dept_id IN (1, 4, 5, 6, 7, 8, 9, 10, 14, 15, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 31, 32, 33, 34, 35, 36, 37, 38, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 89, 90, 91, 92, 93, 94, 95, 96, 97, 98, 99, 100, 101) OR B2.id IN (1, 4, 5, 6, 7, 8, 9, 10, 14, 15, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 31, 32, 33, 34, 35, 36, 37, 38, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 89, 90, 91, 92, 93, 94, 95, 96, 97, 98, 99, 100, 101) OR A6.object_type = 'C' AND B3.id IN (1, 4, 5, 6, 7, 8, 9, 10, 14, 15, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 31, 32, 33, 34, 35, 36, 37, 38, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 89, 90, 91, 92, 93, 94, 95, 96, 97, 98, 99, 100, 101)) AND A1.ticket_id = Z1.ticket_id GROUP BY B5.address ORDER BY SUM(Z1.relevance) DESC, Z1.relevance LIMIT 25] Error writing file '/tmp/MYxelUPO' (Errcode: 28 "No space left on device")

---- Backtrace ----
#0 (root)/include/mysqli.php(201): osTicket->logDBError('DB Error #3', '[SELECT B5.add...') #1 (root)/include/class.orm.php(3466): db_query('SELECT B5.addr...', true, true)
#2 (root)/include/class.orm.php(3513): MySqlExecutor->execute()
#3 (root)/include/class.orm.php(2093): MySqlExecutor->getArray()
#4 (root)/include/class.orm.php(2043): HashArrayIterator->{closure}()
#5 (root)/include/class.orm.php(2022): CallbackSimpleIterator->next()
#6 (root)/include/class.orm.php(2031): CallbackSimpleIterator->rewind()
#7 (root)/include/class.orm.php(1703): CallbackSimpleIterator->valid()
#8 (root)/include/class.orm.php(1713): CachedResultSet->fillTo(9223372036854775807)
#9 (root)/include/class.orm.php(1729): CachedResultSet->asArray()
#10 (root)/include/ajax.tickets.php(68): CachedResultSet->getIterator()
#11 (root)/include/class.dispatcher.php(145): TicketsAjaxAPI->lookup()
#12 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('lookup', Array)
#13 (root)/include/class.dispatcher.php(120): Dispatcher->resolve('lookup', Array)
#14 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/tickets/lookup', NULL)
#15 (root)/scp/ajax.php(316): Dispatcher->resolve('/tickets/lookup')
#16 {main}

DB Error #1021
[SELECT A1.number AS number, A1.ticket_id AS ticket_id, A1.source AS source, A1.lastupdate AS lastupdate, B4.subject AS cdata__subject, A1.isoverdue AS isoverdue, B5.name AS user__name, B4.priority AS cdata__priority, A1.duedate AS duedate, A1.est_duedate AS est_duedate, A1.created AS created, B6.firstname AS staff__firstname, B6.lastname AS staff__lastname, B7.name AS team__name, A1.team_id AS team_id, A1.dept_id AS dept_id, B8.name AS dept__name, B4.topic_name REGEXP '\"?899(\"|, |$)|\"?714(\"|, |$)|\"?924(\"|, |$)|\"?782(\"|, |$)|\"?608(\"|, |$)|\"?772(\"|, |$)|\"?773(\"|, |$)|\"?774(\"|, |$)|\"?775(\"|, |$)|\"?856(\"|, |$)|\"?849(\"|, |$)|\"?850(\"|, |$)|\"?857(\"|, |$)|\"?852(\"|, |$)|\"?867(\"|, |$)|\"?851(\"|, |$)|\"?865(\"|, |$)|\"?838(\"|, |$)|\"?835(\"|, |$)|\"?833(\"|, |$)|\"?764(\"|, |$)' AS uj7o+nE, A1.isanswered = '0' AS 2GkBZxz, (SELECT COUNT(R0.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_entry R0 ON (Q7.id = R0.thread_id) WHERE Q8.ticket_id = A1.ticket_id AND NOT R0.flags & 4 != 0) AS _thread_count, (SELECT COUNT(R1.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_entry R0 ON (Q7.id = R0.thread_id) LEFT JOIN ost_attachment R1 ON (R1.type = 'H' AND R0.id = R1.object_id) WHERE Q8.ticket_id = A1.ticket_id AND R1.inline = 0) AS _att_count, C0.expire > NOW() AND NOT C0.staff_id = 68 AS _locked, (SELECT COUNT(R0.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_collaborator R0 ON (Q7.id = R0.thread_id) WHERE Q8.ticket_id = A1.ticket_id) AS _collabs, COALESCE(B6.firstname, B6.lastname, B7.name, 'zzz') AS assignee FROM ost_ticket A1 JOIN ost_ticket_status A2 ON (A1.status_id = A2.id) LEFT JOIN ost_thread A3 ON (A3.object_type = 'T' AND A1.ticket_id = A3.object_id) LEFT JOIN ost_thread_referral A4 ON (A3.id = A4.thread_id) LEFT JOIN ost_staff A5 ON (A4.object_type = 'S' AND A4.object_id = A5.staff_id) LEFT JOIN ost_thread A6 ON (A1.ticket_id = A6.object_id AND A6.object_type = 'C') LEFT JOIN ost_thread_referral A7 ON (A6.id = A7.thread_id) LEFT JOIN ost_staff A8 ON (A7.object_type = 'S' AND A7.object_id = A8.staff_id) LEFT JOIN ost_team B0 ON (A4.object_type = 'E' AND A4.object_id = B0.team_id) LEFT JOIN ost_team B1 ON (A7.object_type = 'E' AND A7.object_id = B1.team_id) LEFT JOIN ost_department B2 ON (A4.object_type = 'D' AND A4.object_id = B2.id) LEFT JOIN ost_department B3 ON (A7.object_type = 'D' AND A7.object_id = B3.id) LEFT JOIN ost_ticket__cdata B4 ON (A1.ticket_id = B4.ticket_id) LEFT JOIN ost_user B5 ON (A1.user_id = B5.id) LEFT JOIN ost_staff B6 ON (A1.staff_id = B6.staff_id) LEFT JOIN ost_team B7 ON (A1.team_id = B7.team_id) LEFT JOIN ost_department B8 ON (A1.dept_id = B8.id) LEFT JOIN ost_lock C0 ON (A1.lock_id = C0.lock_id) WHERE A2.state = 'open' AND A2.state = 'open' AND A2.id IN (1) AND A1.isanswered = '0' AND NOT A1.team_id IN (104, 87) AND ((A2.state = 'open' AND (A1.staff_id = 68 OR A5.staff_id = 68 OR A6.object_type = 'C' AND A8.staff_id = 68 OR A1.team_id IN (2) OR B0.team_id IN (2) OR A6.object_type = 'C' AND B1.team_id IN (2))) OR A1.dept_id IN (1) OR B2.id IN (1) OR A6.object_type = 'C' AND B3.id IN (1)) AND (A1.ticket_pid IS NULL OR A1.flags & 8 != 0) GROUP BY A1.ticket_id ORDER BY A1.created DESC LIMIT 25] Disk full (/tmp/#sql_4ac7_1.MAI); waiting for someone to free some space... (errno: 28 "No space left on device")

---- Backtrace ----
#0 (root)/include/mysqli.php(201): osTicket->logDBError('DB Error #1021', '[SELECT A1.num...') #1 (root)/include/class.orm.php(3466): db_query('SELECT A1.numb...', true, true)
#2 (root)/include/class.orm.php(3513): MySqlExecutor->execute()
#3 (root)/include/class.orm.php(2093): MySqlExecutor->getArray()
#4 (root)/include/class.orm.php(2043): HashArrayIterator->{closure}()
#5 (root)/include/class.orm.php(2022): CallbackSimpleIterator->next()
#6 (root)/include/class.orm.php(2031): CallbackSimpleIterator->rewind()
#7 (root)/include/class.orm.php(1703): CallbackSimpleIterator->valid()
#8 (root)/include/class.orm.php(1713): CachedResultSet->fillTo(9223372036854775807)
#9 (root)/include/class.orm.php(1729): CachedResultSet->asArray()
#10 (root)/include/staff/templates/queue-tickets.tmpl.php(262): CachedResultSet->getIterator()
#11 (root)/scp/tickets.php(561): require_once('/var/www/osTick...')
#12 {main}

DB Error #1062
[INSERT INTO ost_thread_referral SET thread_id = 288686, object_id = 23, object_type = 'D', created = NOW()] Duplicate entry '23-D-288686' for key 'ref'

---- Backtrace ----
#0 (root)/include/mysqli.php(201): osTicket->logDBError('DB Error #1062', '[INSERT INTO o...') #1 (root)/include/class.orm.php(3466): db_query('INSERT INTOos...', true, true)
#2 (root)/include/class.orm.php(658): MySqlExecutor->execute()
#3 (root)/include/class.thread.php(1961): VerySimpleModel->save()
#4 (root)/include/class.thread.php(380): ThreadReferral::create(Array)
#5 (root)/include/class.ticket.php(3034): Thread->refer(Object(Dept))
#6 (root)/include/class.thread.php(588): Ticket->systemReferral(Array)
#7 (root)/include/class.thread.php(910): Thread->postEmail(Array, Object(ThreadEntry))
#8 (root)/include/class.mailfetch.php(882): ThreadEntry->postEmail(Array)
#9 (root)/include/class.mailfetch.php(954): MailFetcher->createTicket(6)
#10 (root)/include/class.mailfetch.php(1034): MailFetcher->fetchEmails()
#11 (root)/include/class.cron.php(25): MailFetcher::run()
#12 (root)/include/class.cron.php(110): Cron::MailFetcher()
#13 (root)/include/api.cron.php(19): Cron::run()
#14 (root)/include/api.cron.php(40): CronApiController->run()
#15 (root)/api/cron.php(23): LocalCronApiController::call()
#16 {main}

KevinTheJedi

voke254

Please read the error. It says your disk is full.

Cheers.

ntozier

voke254 Disk full (/tmp/#sql_4ac7_1.MAI); waiting for someone to free some space... (errno: 28 "No space left on device")

This could be a permission issue.
If the user that the process is running as cannot write to /tmp it might not be able to create the file #sql_4ac7_1.MAI
Now I would think that it would say permissions issue, but mysql is trying to write the file and its failing.
And its reporting that there isn't any space to write the file.
I have never seen this error when there was space on the drive.
Is /tmp a symbolic link to some place else?

voke254

Thanks for the response KevinTheJedi I have checked my disk space and have 56GB of free memory. I was looking for the below path but it does not exist (Disk full (/tmp/#sql_4ac7_1.MAI))

KevinTheJedi

voke254

Well apparently your tmp dir is not using sda1 or is on its own partition and it has no more space available. You’ll need to find what drive/partition tmp lives on and give it more space.

Cheers.

voke254

Hi guys thanks for the response, I would also want to ask if there are specifications for the VM because I am currently running the system with 12GB Ram and 4Vcpu's. The Ram utilization is okay but the CPU usage is very unstable.