Slow page save - Email related?

mb84uk

V1.17.2
IIS10
MySQL 5.5.65
PHP 8.0.18
MS Exchange 2016 - On Prem

Hello, since moving to V1.17 and now 1.17.2, we have been experiencing slow page submit (the loading panel appears with the circle icon) taking around 10 seconds to complete. Whilst ten seconds doesn't seem much, it used to be far, far less.

Other than critical updates to the MS Exchange Server, our infrastructure hasn't changed much. I believe its email related, because if I set the 'Reply To' option in the reply section to '-Do Not Email Reply-' the page save is almost immediate.

Using the diagnostic test to send an email is also immediate.

Nothing on the dashboard system logs appears to be related to this issue other than a couple of mailer warnings relating to inline images but I think that is inbound mail, not outbound.

Any ideas?

KevinTheJedi

mb84uk

It has to connect to the mail server, authenticate using OAuth2, and then send the reply and any alerts to staff members.

Cheers.

mb84uk

KevinTheJedi
I didn't believe we were using oauth2 as it's just SMTP over port 25. I haven't installed the oauth plugin.

Are you saying that I am being unreasonable expecting better performance? (I'm not been difficult, if you really think that is the case, I'm ok with that :-))

Mike

KevinTheJedi

mb84uk

I didn't believe we were using oauth2 as it's just SMTP over port 25. I haven't installed the oauth plugin.

My apologies. Almost all major providers are forcing modern auth now so that's my initial assumption these days.

Are you saying that I am being unreasonable expecting better performance? (I'm not been difficult, if you really think that is the case, I'm ok with that :-))

Not necessarily, it just depends on the mail connection and how many emails it has to send out. When replying to a Ticket the system makes an SMTP connection, authenticates (or not if using a relay port - which 25 typically is), generates the Response Template, sends the Reply to the user and collaborators (if any), generates the templates/alerts for the relevant staff members, and loops through each to send them emails. The page load is dependent on this mail process completing which is why it takes longer to show a success banner when sending alerts vs not.

If it's only sending like 2 emails (1 alert to the user and 1 alert to 1 staff member) and it takes 10 seconds that definitely seems a little slow but again, it all depends on the connection and how many emails it has to send.

Cheers.

ntozier

It would also depend on the hardware and software that is running the site and what resources it has.