Greetings,

I have (had) a well functioning OTRS6 system until a ticket hit 120+ articles. Now when that ticket is opened by an agent the browser becomes unresponsive and the server otrs/cgi process hits 100% CPU and stays there.

Ver: 6.0.11

OS: CentOS 7.7 x86_64, Apache2, mod_perl

DB: mariadb

Host: 4CPU(2.4GHz) 12GB RAM VMWare VM on quad socket Opteron host. SSD storage.

Backend mail: IMAP

In an attempt to fix this I have archived many old closed tickets. Optimized the tables in mariadb, used mod_perl. Even tried dialing down Ticket::Frontend::MaxArticlesPerPage and Ticket::Frontend::MaxArticlesZoomExpand down to 10 in hopes of limiting the amount of articles opened or indexed when the ticket was zoomed (or looked at from agent view). 

None of that worked. Throwing hardware (cores, ram) doesn't fix it. 

Do I split the ticket? Is there a setting where it won't try and open all 122 articles just to display the most recent article?

Thanks!

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