Support Regarding Ticket Creation Delay

nhattan97nt

Dear osTicket Team,
I’m encountering an issue where, when a user creates a new ticket, the system shows a "Please Wait" message, taking approximately 10-15 seconds to generate the new ticket.
However, posting replies within the ticket—whether by the user or an agent—works quickly and as expected.
I apologize for my limited knowledge of SQL, but I’m wondering if this could be related to a database query issue?
Thank you in advance for your support!

KevinTheJedi

nhattan97nt

Sounds like your system is taking a while to send alerts to the user and all the agents via SMTP. The only way to speed that up is to speed up the SMTP connection somehow or have the system send alerts to less people.

We are implanting a mail queue in v2.0 that will alleviate these issues however with the current legacy codebase nothing will change in that regard.

Cheers.

nhattan97nt

KevinTheJedi You're absolutely right. We have about 25 agents and are currently using SMTP email to send notifications to them.
I tested disabling the SMTP email notification feature, and the process of creating new tickets became significantly faster for users.
However, when I re-enabled the SMTP email notification feature, the 10-15 second delay reoccurred. Although the "Please wait" message keeps spinning, I can see that the ticket has already been created in the agent's system.
Thank you for your support.