High Processing Time in osTicket

abarca

Good afternoon!

I'm experiencing issues with the request processing time in osTicket. When creating, closing, or responding to tickets, it takes approximately 1 minute to complete the action. What could be happening? Below are my VM hardware specifications:

Hardware:

OS: Linux osticket 5.15.0-131-generic #141-Ubuntu SMP Fri Jan 10 21:18:28 UTC 2025 x86_64 x86_64 x86_64 GNU/Linux
Distro: Ubuntu 22.04.5 LTS
Processor: 2 CPU(s) Westmere E56xx/L56xx/X56xx (IBRS update)
Memory: 8GiB
Disk: 30GB

Thanks for your help!

KevinTheJedi

abarca

From experience it sounds like email is taking forever to connect or send. Review your SMTP settings, review your system logs, review your server error logs, etc.

Cheers.

abarca

KevinTheJedi

Hmm, is there any misconfiguration / anything you identify that could be slowing down the ticket processing?

Thanks!

KevinTheJedi

abarca

Yes, you have SMTP disabled so it's likely using PHPMail/Sendmail on the local server to send out mail and that's likely not configured properly or something. I would suggest properly configuring and enabling SMTP and retesting.

Cheers.

abarca

You're a god! Now it's processing in less than 2 seconds. Thanks!

Can you help me with something else? I can't get emails to reach the department agents. I don't understand how to configure it! Emails are only going to the admin inbox (me), but not to the agents or the users who create the ticket.

What should I do to ensure that agents and users receive email notifications?

KevinTheJedi

abarca

You just did it (hopefully). Other than that you'd need to ensure they are enabled:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.