Data base problems

pinpointsm

Recently our OS ticket sysyme has become incredibly slow when navigating in the back end to reply/read tickets from customers, taking up to 10 minutes to load a ticket.

I get this email alert sent to me each time I try to access tickets.

Does anyone please know what this means and how to fix it?

- MySQL server has gone away

jpowers40828

Is it your mysql server? try resetting it. If its a hosts, contact them.

bry

Is it your mysql server? try resetting it. If its a hosts, contact them.

I have the same problem. 50% of the time, it takes over a minute for the page to load, but it always loads. The rest of the time it loads instantly.

My web host says the server is fine (which I believe as we don't have problems with other web apps using the same database server).

I've also searched the forums here for 'slow' and found quite a few hits with people reporting similar delays of over a minute when clicking on links (all appear to be within the SCP as far as I can tell).

I've turned SQL error reporting off in the preferences to stop getting spammed by these errors, but I wonder how many other users experiencing delays on page loading would also see this same SQL server error if they turned SQL Error reporting on?

The more I think about this, the more I believe it is an OSTicket problem that is only exhibited under certain circumstances.

bry

Update:

Potentially good news!

As the trend appears to be that this only affects pages under the Staff Control Panel (at least in my case), I poured over the settings page and found the following option which I had checked:

Enable Auto Cron: * Enable cron call on staff's activity

I've now unchecked that option, and whilst I've only been using it for 5 or 10 minutes so far, I've not had a single slow page load since.

Could this be the answer?

Assuming you are still having this problem (as this is an old thread) It might be worth you checking this setting and trying it.

Kelli

Auto-cron will cause a performance hit, yes, sometimes a big one, depending on your mail server. This is why we only recommend it if you have absolutely no other way of checking email. Piping and scheduled polling are much better solutions. Auto-cron is kind of a last resort.

bry

Auto-cron will cause a performance hit, yes, sometimes a big one, depending on your mail server. This is why we only recommend it if you have absolutely no other way of checking email. Piping and scheduled polling are much better solutions. Auto-cron is kind of a last resort.

Many thanks, that clears things up.

Of course the one thing I overlooked when I made this change was that I wouldn't be collecting emails any more from the remote POP3 mailbox.

However, I've fixed this using (this helpful post), which involves setting up a cronjob on my own Linux server which uses wget to initiate the email poll on our hosting company's server where we have OS Ticket installed.