VERY SLOW email sending cause sluggish performance

stelaso

I'm testing OST v1.17.5 on MySQL Version 8.0.37, PHP Version 8.2.18, LiteSpeed web server.

I'm using an empty database from v1.9.x to upgrade to v1.17.5, but there are only less than 10 tickets inside (with current my testings)

1) When i open a new ticket, after entering all details and click OPEN button, it takes 10+ sec to move to the next screen (where i can see the ticket number, system message)

However, while the Open a New Ticket screen still loading, if i login to the Agent SCP and check, the ticket has actually been created and can be seen in Agent panel > Open tab. It seems that ticket has been created while the screen is still loading.

2) Under Admin Panel > Emails > Accounts, after i enter Outgoing (SMTP) settings, i got these details from hosting provider, it takes over 10 seconds of loading, only then it saves successfully.

3) I use "Diagnostic" to try Test Outgoing Email, it shows "Loading... " pop-up for over 10 sec before sent out successfully.

4) If i "Post Reply" in any ticket, it also takes 10+ sec. Again, i suspect system is waiting to send email out or something.

It really appears to me it's very slow now due to some problems with email.
What can i do to check from here?

KevinTheJedi

stelaso

Add debug statements to the code. It’s probably most likely due to network/connection related.

Cheers.

stelaso

KevinTheJedi
If i select "Do Not Email Reply" in the Post Reply window, the system saves message immediately, and respond and refresh very fast.

Whenever the "Reply To:" field = "All Active Recipients", then system takes over 15 sec just to proceed to the next page.
so it shows it's related to email.

What is next step i can do please?
I just use SMTP server with 465 port, also tried 587 port (same result)

KevinTheJedi

stelaso

Read my comment above.

Cheers.

stelaso

For sharing with people who have similar issue i faced.

I use this to check my SMTP server.
https://mxtoolbox.com/SuperTool.aspx

"SMTP Transaction Time" is reported to be 15sec.

Then i checked with my hosting provider, they said they have enabled the below (they say it's standard for Linux-based shared hosting). Below is the info:

Some 3rd-party testing sites report issues with SMTP Transaction Time on cPanel servers
https://support.cpanel.net/hc/en-us/articles/360049402373-Some-3rd-party-testing-sites-report-issues-with-SMTP-Transaction-Time-on-cPanel-servers

cPanel's explanation of this option.
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A user sending spam is likely using automated tools to send as many messages as possible in a short period, but a legitimate mailserver sending an actual email will have no issue waiting the few extra seconds to connect and send the message. The same problem exists with the automated online tools, as they often don't wait the full 15 seconds that is allowed for the transaction to take place.
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

So it means the slow response from SMTP server is intentional.

I wonder why OST v1.9.x doesn't seem to have the same issue. Maybe in v1.9.x, it doesn't wait for SMTP server response?

KevinTheJedi

stelaso

That code was before my time so no telling. Glad you figured it out!

Cheers.