Sudden Performance Issue

tkisida-xbyte

My co-worker and I came in this morning and found osTicket to be REALLY slow. It takes over 20 to 30 seconds for each page to load. Every page, from ticket queues to tickets to admin pages. Performance was normal on Friday.

Windows 2016 (running as a VM), MariaDB 10.6, osTicketAwesome

CPU, memory, network throughput, and disk IO all seem normal. Other VMs running on the same host have no issues.

I tried the following

Different browsers, Edge, Chrome, and Firefox
Updated Windows and restarted the server
Upgraded osTicket from 1.17 to 1.17.2
Upgraded PHP from 8.0 to 8.1
Tried using the default interface instead of the osTicketAwesome theme

There was no change in performance. osTicket continues to be extremely slow. I have outside reporting that queries the osTicket database, and I do not see any performance issues with those queries.

KevinTheJedi

tkisida-xbyte

You’ll have to find a bottleneck as everything your saying indicates no issues other than it just being slow. You can enable MySQL slow query logs, you can track the active queries to see if they are stacking, etc.

Cheers.

ntozier

tkisida-xbyte osTicketAwesome

You could try uninstalling this and see if it helps.

What do you have for hardware specs for the site?

When was the php.ini last edited?

tkisida-xbyte

KevinTheJedi slow query logs are not showing anything even with "long_query_time=.1" and "show processlist;" is not returning anything of interest. Some of my reporting queries are pretty complex with multiple joins and they are returning results quickly. I don't think the bottleneck is the DB.

KevinTheJedi

tkisida-xbyte

Then I am unsure as I cannot replicate this at all. Typically when the system is slow it’s the database. So without anything obvious unfortunately you’ll just have to go through everything from the ground up to see where the bottleneck is.

Cheers.

tkisida-xbyte

KevinTheJedi Is there a guide for troubleshooting performance? I've been using osTicket fro a few years now, and it just worked. I've had to do very little troubleshooting.

KevinTheJedi

tkisida-xbyte

No, as it’s a case by case basis. Maybe stop the reporting and see if gets better? Check the PHP processes and make sure there are no errors or segfaults or anything. Look at all the resources, etc. when the system is slow. Check for any new Queues/searches.

Cheers.

tkisida-xbyte

It appears to be related to a personal search. Deleting and recreating the saved search seems to have cleared the issue.
Can someone shed light on why a personal search would impact the entire osTicket performance fro all users?

KevinTheJedi

tkisida-xbyte

If it's a slow query then other queries will stack and wait on that query to run and complete.

Cheers.

BPS-IT

tkisida-xbyte could you elaborate on "related to a personal search. Deleting and re-creating the saved search seems have cleared the issue."

We had the exact same issue and I struggled to find out the cause. For me - uninstalling recent Windows updates resolved the issue though the cause remains unknown.

Thanks!
Matt

Boephe

https://github.com/osTicket/osTicket/issues/4521 This was an issue related to saved searches. Maybe it's related? Though in this issue, the queue counts were incorrect.