bad performance

dommes

Hello,

I installed osTicket v1.6 RC4. After fixing the admin login bug, I am now trying to work with osTicket.

Unfortunately osTicket sometimes needs a very long time to perform standard actions like showing the open ticket list or opening an ticket and so on.

Actions which usually perform very fast then last up to 55 seconds but are peformed then... sometimes even a "fatal error" shows up, but is gone after refreshing the page...

Does anybody have a hint for me?

Thanks!

Dominic

ben_weinberg

What hardware is this sitting on? What other things is the server doing? File server? Print Server? Email server? Etc etc.

dommes

hosted server

The server is hosted by 1&1/ puretech. So I don't know wheather other applications are getting him down.

It is possible, but I didn't notice this loss of perfomance with the other applications which are hosted there. To be frank, I don't think it is a server problem.

I will monitor the server performance with an easy query logging the time to perform and tell.

Do you have any - similar - experiences with the performance of osTicket?

Kelli

This is very strange. I've never encountered any performance issues of this type with osTicket.

That said, I /have/ had performance issues with 1&1 before... not saying this their fault, by any means, just that I've seen it happen (but not specifically with osTicket). It seems odd that you would only notice the slow down with osTicket, though....

Are there any specific actions that are taking longer than others? i.e. is it consisently hanging whenever you do XYZ or does it seem random?

osTicket is, all in all, a pretty lightweight and speedy application.

Is there anything of note in the server logs?

Do you know what the PHP configuration on the server looks like? (CGI binary vs. apache module, any Zend/other optimizers, etc.).

I'm not necessarily implying that the server is misconfigured or lacking something, just that the setup may be different than what I'm used to and I'd like to find out what's up so I can track down the problem.

ben_weinberg

It would suggest a server problem with the fatal error. Is the SQL database sitting on the same server? Or a different server?

bry

I see very similar issues and also get errors emailed to me with the text 'SQL Server has Gone Away'.

The hosting company assure me the server is fine (and I have no reason to doubt them as we use the same database server for other web apps that work fine).

I ended up just disabling the SQL error notifications and have had to put up with the long delays for now.

Interestingly, it only seems to be the staff control panel that is affected. The customer part works flawlessly according to our customers.

edit: We don't share the same hosting company for what it's worth.

waterc

similar issue with 1.6 stable

I've had a similar experience with 1.6 stable. It happened in conjunction with an issue that developed around fetching email from the pop3 server. Basically, osticket suddenly lost the ability to authenticate to the pop3 server and that seemed to cause it to spin and spin. The osticket system log reported smtp errors for all of the email addresses configured in osticket. I did see one instance of sql server failure. This happened out of the blue after a long period of successful operation.

I ended up disabling the smtp fetch for each of the email addresses and substituted email piping. It now runs at normal speed.

I got my host service involved in the troubleshooting but they couldn't find anything. pop3 worked with everything else but osticket. The only thing I can think is the hosting service implemented some security enhancement across the board that some part of the osticket code didn't like. Of course the hosting service doesn't tell you when they do this.

jbpagani

Similar issue with RC5

After 2 years of working right it suddenly started to show the same behaviour (SMTP errors and bad performance). Anyone could fix this?

ryanp

Hi jbpagani,

Sorry but a few questions first mate:

What are the SMTP errors?

Are you running osTicket 1.6.0ST or an older version?

Do you have any PHP or DB errors coming out of osTicket or your server logs?

Has anything in your environment or software changed?

If your version is old it would be best to do an upgrade to the latest version first.

Cheers,

Ryan

jbpagani

Hi ryanp, thanks for replying.

1) SMTP errors are exactly that. In the "System Logs" tab inside the admin panel i get a lot of them. Here I copy-pasted the last 3.

All logs

Wed, Jul 6 2011 9 SMTP Error

---------------------------------------------------------------------

10.10.0.XXX

Wed, Jul 6 2011 7 SMTP Error

---------------------------------------------------------------------

10.10.0.XXX

Wed, Jul 6 2011 7 SMTP Error

---------------------------------------------------------------------

10.10.0.XXX

In the IPs I replaced the last octect for XXX. Those IPs where from different PCs in my LAN. As you can see there's no error description in the logs. It happens with every PC (OSTicket is just used in the LAN) but the funny thing is that most mails keep coming. It's just an aleatory error.

My SMTP server is working fine and no configuration change was made to either de mail server or the OSTicket server. It's not related to a hardware issue as I've double checked for it.

2) Bad performance happens also from time to time and maybe in the same time that the SMTP problem happens. Mostly OSTicket works fast in every PC but more or less twice an hour it "hangs" in one or more PCs. The server keeps working fast and there's no new process eating RAM or CPU so somehow it's just an OSTicket issue. The error happens just when you're changing a ticket's deppartment or assigning it to somebody, not when you're posting something.

I think this are the same things described by waterc previously.

I'm running 1.6 RC5 and there are no DB errors.

ntozier

You should upgrade to 1.6 ST.

You also might try setting up piping (as waterc reported that fixed his problem).

jbpagani

Performance optimization

http://investigacionit.com.ar/2012/02/optimizacion-de-bases-de-datos-mysql(http://investigacionit.com.ar/2012/02/optimizacion-de-bases-de-datos-mysql)