slow to send emails after update

silver

We create a new virtual machine ubuntu and installa the newer version of os ticket, after that we import the backup of the database e the config file with no errore all the function works well but only when we send email the page of loading stays there for many seconds

thank you for your help

KevinTheJedi

silver

Check your error logs, your osTicket system logs, etc. Also, go try to Save Changes within the email configuration for that specific email address.

Cheers.

silver

i have no evidence of error, the only thing i understand is when the page do the post command is waiting for a response

KevinTheJedi

silver

Okay, that's not too helpful here. Did you try the other thing I suggested above?

Also, go try to Save Changes within the email configuration for that specific email address.

Cheers.

silver

yes sorry, i try but nothing change

KevinTheJedi

silver

A few questions:

Does it save successfully? Does it take a while to save?
Can you check your Default System Email, Default Alert Email, and Default MTA settings under Admin Panel > Emails > Settings to ensure they are all set appropriately?
Can you also check all of your Departments to ensure their Outgoing Email and Auto-response Email are set appropriately?

Cheers.

silver

Does it save successfully? Does it take a while to save?
Yes successfully and quickly

Can you check your Default System Email, Default Alert Email, and Default MTA settings under Admin Panel > Emails > Settings to ensure they are all set appropriately?
I check and the email is the correct one, we use smtp to send the email,
on the Default MTA setting we set none but i try to change it with our mail but nothing change

Can you also check all of your Departments to ensure their Outgoing Email and Auto-response Email are set appropriately?
If i turn on the old ubuntu machine with osticket 1.14 with all the same settings of the new is working well,
i have problem only with this version

thank you

KevinTheJedi

silver

Any logs in your system logs? (Admin Panel > Dashboard > System Logs)

Can you enable MySQL slow query logs to see if it’s a potential long running query?

Cheers.

silver

Ok i have enabled the slow query logs adding this lines

slow_query_log = 1
slow_query_log_file = /var/log/mysql/mariadb-slow.log
long_query_time = 2
log_queries_not_using_indexes = 1

I'll see tomorrow if anything is created

thank you

silver

I have checked but the only long query is when the first time i charge the closed ticket after the restart of sql service

thank you

KevinTheJedi

silver

Then it does seem like email is taking forever to send emails and/or connect.

Cheers.

silver

but I don't understand why the smtp server is the same with the same user,
i notice also the import from imap is slow on this version

thank you

KevinTheJedi

silver

I’m not sure exactly what’s going on for you without debugging your setup. Without further debug information I’d be unable to tell you what’s going on. I would suggest following the pipeline of the code when submitting a new ticket and adding debug statements at various points to see where it’s getting hung up at.

I will say we did completely change mail packages in 1.17.x and above to laminas-mail to support modern authentication. So it may be something with that as well.

Cheers.

silver

I resolved changing the smtp port to 587 and enabled the authentication method after that works well

mb84uk

Just to add some additional info for anyone else experiencing slow email send.

We use an on-prem Exchange 2016 install, sending email from OSTicket to SMTP on port 25, unauthenticated. Very slow to send email.

Changed to port 25, basic auth (legacy), emails send almost instantly. I know basic it being phased out, but for us, this works.