Closed Tickets takes > 20 secs to load w/ < 1,000 closed tickets total!

DanHLJr

Not sure why, but whenever I click on the Closed Tickets menu item, it takes over 20 seconds to load the first page. There are just under 1,000 closed tickets in the system which is not a lot. (Shouldn't matter how many tickets are there, right, since these are paginated? I have systems with millions of rows that respond instantly when loading 25 items on a page.)

Is there a missing index somewhere in the v.1.18 db? What could be causing this? (It does seem to be getting steadily slower loading that Closed Tickets page as we add more closed tickets.)

Edited for additional info:
I should probably add that I'm running osTicket v1.18 on Linux with PHP 8.1. (Big server, lots of RAM, multiple Xeon processors, etc. This machine screams at just about every task...except the Closed Tickets queue!) Everything else within the ticketing system is running nicely - and fairly snappy. It's just Closed Tickets experiencing a performance issue. That queue is taking > 20 sec to access with only about 1,000 tickets present and only 25 tickets per page. Any clue? Anybody???

KevinTheJedi

DanHLJr

If you are using MariaDB it'd be advisable to switch to MySQL 8.0+ as that seems to have way better performance out of the box. If you are already using MySQL make sure it's up to date or at least 8.0 (or above). If you are already using MySQL 8.0+ then they have a really good optimization guide that you can follow to see if that helps improve. Additionally, there are older discussions on the Forum (eg. here is one) that outline a patch you can apply to separate the Queue Counts into separate queries instead of one giant query (Edit: although I realize now that this won't help your situation).

Cheers.