High Resource Usage Detected (HOSTPAPA)

va2dg

Good Morning all.
I have Osticket installed since Dec 2021. Last March i did customize it with Menu and dual language.
So far so good.
On Sept 5th got an email from Hostpapa
Image

Your HostPapa account has reached its resource limit.
Hi Daniel Audet,
Our automated performance scans have detected that your hosting account has exceeded the resources allocated more than 58 times in the past 7 days. Please see the list of recent faults generated by your 'Web Hosting Starter (bm-canada.ca)' account:
⁃ CPU speed limit (CPU): 38 times
⁃ Limit on entry processes (EP): 3 times
⁃ IO throughput (IO): 17 times
Wondering what this means?
These faults are usually caused by one of the following issues:
An increase in your web traffic (meaning your website has outgrown your current plan)
Malfunctioning scripts
Malicious activity, malware infections, or hacking attacks

About this osTicket Installation
Server Information
osTicket Version v1.18 (724de45) — Up to date
Web Server Software Apache
MySQL Version 5.7.43
PHP Version 8.1.22
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone Setting default timezone is highly recommended
Database Information and Usage
Schema bmcan652_osti253 (localhost)
Schema Signature 5fb92bef17f3b603659e024c01cc7a59
Space Used 5.10 MiB
Space for Attachments 1.52 MiB
Timezone EDT (Interpreted as America/New_York)
Installed Language Packs
English (United States)
en_US — include/i18n/en_US
français (French) — fr_FR Verified
fr — include/i18n/fr.phar
Version: 158808, for version v1.14
Built: Fri, 01 May 20 17:54:10 +0000

va2dg

Hostpapa want me to upgrade to the next plan from 400$/3y to over 1000$/3y
which is a non sense.
I am trying to find what is wrong. I have updated to latest Osticket, but still have IO error on Hostpapa.

I also have a DB Error 1054 almost everytime someone register

I am just about to remove my Osticket and start all over again.
but i have put so much time to fine tune the menus, translation and get the email working.
That will put my Helpdesk down for awhile.
Wish i could get is back with importing my stuff but will probably import all the bugs too.

KevinTheJedi

va2dg

For the db error you simply need to make sure there is a notes field on the contact information form. Then you can go to the db, drop the user__cdata table completely, and run cron a bunch of times until the table is recreated and fully repopulated with data.

As for the resource usage alerts it’s likely that MySQL is using a lot of resources. You can enable MySQL slow query logs to see if there are any long running queries or simply monitor the resources during peak usage to see what’s using a lot of resources.

Cheers.

va2dg

KevinTheJedi
Hi Kevin
I am a newbie with Osticket
What menu i need to check for field on the contact information form.

Regarding the Drop user_cdata table. and running cron i just dont know where to go with this.

Also why while writing a post or replying a always get NAG with Captcha I am not a robot..

va2dg

KevinTheJedi
About the note field
is that what your are talking about.? The french section does ot have a Titles could it be the problem?

KevinTheJedi

va2dg

Admin Panel > Manage > Forms > Contact Information Form

Login to the database, find your database, delete the ostfn_user__cdata table. Then from the command line on the server run /usr/bin/php /path/to/osticket/api/cron.php. You’ll have to replace /usr/bin/php with the path to your PHP and replace /path/to/osticket/api/cron.php with the full path to your osTicket installation. If you do not know how to do this then please reach out to your host.

I added a flag to your account so you shouldn’t see that anymore.

Cheers.

KevinTheJedi

va2dg

No, it just seems your user cdata table didn’t have a notes column for some reason. Anyways, from here you just need to follow the steps above as you have the field on the form.

Cheers.

va2dg

KevinTheJedi s

OK i will have to wait for the Host provider as i dont have SSH or Terminal access in my CPANEL.
I have ask for access.
Will post back once done.
Thank you.

KevinTheJedi

va2dg

In CPanel you should have a Cron Jobs feature to add needed cron jobs. You would just need to figure out the paths to PHP and your osTicket install.

Cheers.

va2dg

KevinTheJedi
ok so my path would look like this, i put xxx to mask for security
/usr/bin/php /home/bmcanxxx/helpdesk.haxxxxxxip.cx/osticket/api/cron.php
and in the Cron i have the following choice. What do i choose? And do i leave it for ever on need to remove the cron after certain time.?

KevinTheJedi

va2dg

Once every 5 minutes is best. It’s okay to keep it as it performs other helpful routines like expired session cleanup, orphaned file deletion, etc. Also, if you decide to enable mail fetching down the line you will need this to automatically fetch mail.

Cheers.

va2dg

KevinTheJedi
Thanks Kevin
i will let it go and see,
I saw that the deleted ostfn_user__cdata et back now probably after i enabled the cron.
Will have a look at the MySQL now.
Again a big thank you for leading me in the right direction.

Regards