Delays in creation of tickets

drico

Hi Support,

We are currently encountering delays in the creation of tickets within osTicket. These delays vary in duration, with the most recent instance being a 20-minute delay.

Our current email fetching settings are as follows:

Additionally, we have a task schedule set to run every minute, and upon reviewing the history logs, we can confirm that it is operating as expected.

For incoming emails, both Email Fetching and Fetch on auto cron are enabled.

Could you please provide some guidance on how to address these delays?

Thank You,
-Dan

KevinTheJedi

drico

My suggestion would be to first check the osTicket system logs for any mail fetcher errors, etc. Also, you can set your Default Log Level in osTicket to DEBUG and each time the cron is triggered it will insert a log entry stating it executed. You can use this to see if it’s actually polling the mailbox every minute. Also, your system may not be fast enough to process 100 emails a minute. You may need to lengthen the time of the cron to like every 3-5 minutes. You can also send the output of the cron command to a file so you can see if there are any PHP errors being thrown, etc.

Cheers.

Jsezze

Hello,

Did you create a cronjob into /etc/crontab

drico

Jsezze We are hosting our instance in a Windows server environment, but yes, we have setup a task schedule equivalent to the cronjob.

drico

KevinTheJedi Thank you for the valuable suggestion. I'd like to inquire further. In addition to the log entry generated each time the cron is triggered, could you please enlighten me on any other actions that are logged when the DEBUG log level is enabled? This is for us to gauge the potential resource consumption associated with keeping this setting turned on.

Best Regards

KevinTheJedi

drico

Oh it’s very light and not much else is logged except successful logins, etc. So don’t worry about having DEBUG on for a bit during troubleshooting.

Cheers.

drico

KevinTheJedi Thank you for confirming. We will proceed to test and hopefully, it will help us identify the root cause of the delay.

Best Regards