slow ticketing when posting replays and opening tickets

kamrang

Hi,

requirement:
osticket v1.18.x
apache2
mariadb

I got complaints from some of my colleagues that my ticketing takes a long time to load when doing port replay or opening a new ticket.

Please advise what I need to do or do I need to increase the query to the server?.

Noted: RAM, processor etc. did not increase.

KevinTheJedi

kamrang

Sounds like outgoing email is taking a while to send out. Reason I say this is that's the only thing that would take a long time when creating/replying to a Ticket; as it has to send the User/Agents the needed alerts. Check your System Logs for any Mailer errors. You can also check your SMTP connections to ensure they are all still connecting and authenticating correctly. Other than that you'd need to debug the connections to the mailserver to see why they are taking a long time.

Cheers.

kamrang

Thanks for your reply, it seems like there is a problem connecting to the mail server, because this problem only occurs occasionally.

KevinTheJedi

kamrang

Let me ask you a question real quick as the cause may be different. When opening a Ticket and after posting a Reply do you go to the Ticket Queue or do you stay within the Ticket view? If you go to the Queue then the issue could be the Queue Count query. However if this was the case each Agent would see a slowness when logging in.

Cheers.