OS ticket very slow after version update

sungeatamhz

Hi,

We are currently in the process of migrating our server, and as part of that, we upgraded our ticketing system from version 1.14.1 to 1.18.2. Since we need to retain all historical tickets, I performed the following steps:

Uploaded the files of new version.

Replaced the new installation’s ost-config.php file with the one from the old version.

Manually created the database in MySQL and imported the old data using a SQL dump.

Ran the installer, and everything completed successfully.

All tickets and configurations appear to be in place; however, the system is extremely slow now. When multiple users access the system simultaneously, pages take an extremely long time to load. For example, viewing closed tickets (over 13,000 entries) takes more than 4 minutes, whereas it previously loaded in under 30 seconds with the older version.

We are running MySQL version 15.1 (MariaDB), and the tables are using the InnoDB engine.

Are there any steps I might have missed during the migration that could be causing this performance issue?

KevinTheJedi

sungeatamhz

There are multiple things you can try:

Switching from MariaDB to MySQL 8.0+. These days MySQL seems to have way better performance and optimizations out of the box compared to MariaDB (at least with osTicket).
Adding more resources to your server (ie. CPU and RAM) and configuring MariaDB/MySQL and/or PHP-FPM/webserver to utilize the additional resources.
Converting all tables to InnoDB except for the __search table as that has FULLTEXT data that does not allow InnoDB.
Running ANALYZE and OPTIMIZE commands on all the tables.

I would try all the above first but if all else fails you can try applying this temporary patch.

Cheers.

sjswarts

What version of PHP? Show us a santitized screenshot of https://IP-OR-URL/scp/system.php

What hardware is this running on?