Tickets Dashboard slow loading

visham

Server Information
osTicket Version: v1.18.2 (53339df)
Web Server Software: Apache/2.4.64 (Fedora Linux)
MySQL Version: 8.4.6
PHP Version: 8.4.10

I have about 200,000 tickets on my osTicket. We have recently noticed when agents are logging into the dashboard (/scp/tickets.php), it takes about 2-3 mins to load. But when accessing the tickets individually, they are accessible instantly.

I have searched the forums and some suggestions to edit:
class.orm.php, class.ticket.php (https://github.com/osTicket/osTicket/issues/6634 and https://github.com/osTicket/osTicket/pull/6034),

I also disabled Top-Level Ticket Counts and tried some suggestions in SQL (increased the valued of innodb_buffer_pool_size, MySQL has already innodb_default_row_format as dynamic).

But none of the above solved the problem of slow loading.

Any input or suggestion is most welcomed.

Thanks

KevinTheJedi

visham

If you applied the cdata pull and it’s still slow then you simply need to optimize your database (go look at the MySQL/mariadb optimization guides) or simply provide more resources to the database.

Cheers.

visham

KevinTheJedi I installed a new instance of osTicket on a new high end server. Then I dumped the data from the production DB and imported it on the new instance. I only got any issue with the table ost_ticket__cdata, as on the new instance the field upload was missing. I created this additional field for the data to match.

I noticed a slight performance gain on the instance, I gained about 5 seconds! I also did all MySQL optimizations possible on the system.

Also on the new instance I cannot apply the cdata pull. It is not in the code.

I am still trying to figure out how I can resolve this latency to load the dashboard.

KevinTheJedi

visham

You need to apply the cdata pull. What do you mean it’s not there? You go to the pull request, go to the Files Changed tab, copy everything in green, and add that to your codebase in the same place. The line numbers may be different but you can simply locate the right place via search.

Cheers.

visham

KevinTheJedi Thanks for the info. I copied the code and pasted in the function getJoins($queryset) { in class.orm.php. It does not really make a difference in terms of loading time for the dashboard and closed tickets.

The issue is that when the dashboard needs to load a lot of tickets, it takes a lot of time to run the SQL query. When I open the agent panel, does the SQL code run through the 200k records along with Joins to gather data? Is osTicket already doing a server-side pagination? So that the dashboard loads on demand with Ajax.