High CPU usage during creating a ticket and it won't complete

zxcv2421

Hello,

We have have two separate osTicket installations on one Server 2019 + IIS + PHP 7.4.20 + MariaDB 10.5.11.0 + Finnish language settings. Both are using osTicket 1.15.3.1.

One of them is working normally but with the other one we cannot create new tickets normally or open old tickets at all. When you create a ticket using Agent Portal it gets stuck at "Loading" and CPU usage spikes to 100% with "CGI / FastCGI" using all the CPU power, it seems sometimes it completes after several minutes if you have refreshed the browser. Also when you try to open old tickets CPU usage spikes same way with Fast CGI using all the power.

I have enabled debug logging but I haven't found anything useful.

Since the other installation works, I'd guess there might be something incorrectly setup in the osTicket settings?

I don't manage either of the installations normally but from what I understood even the "broken" osTicket worked in the past.

Any idea what could cause this, and how to solve it? Please let me know if you need more logs or details of the setup.

Thanks,

ntozier

zxcv2421 CPU usage spikes to 100% with "CGI / FastCGI" using all the CPU power

How much CPU power are we talking here?

If it was working, and then stopped working then there is likely an environmental change that caused it to stop working. Such as a software upgrade, a vm hardware configuration change [less ram/cpu], etc.

Have you enabled and checked the MySQL/MariaDB slow query log?

What table format are you using in MySQL/MariaDB?
note: KevinTheJedi has posted a couple times how converting the tables into InnoDB speeds up performance.

Have you looked at the various error logs? (IIS, PHP, MySQL/MariaDB, web browser console)