Re: [otrs] Slow Tickets with more than 200 Articles, why?

Hey Mario, oh well, I missed that. Sorry. Have you looked at the article size on the FS itself? Can you estimate how big the 200 articles for the tickets are? Is your FS on a distributed NAS/SAN, or is it on the server HDD? Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Matthias Terlinde Bonner Talweg 100, 53113 Bonn, Germany +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-mail: matthias.terlinde@t-systems.com Internet: www.t-systems.com You can find the compulsory statement on: www.t-systems.com/compulsory-statement BIG CHANGES START SMALL – CONSERVE RESOURCES BY NOT PRINTING EVERY E-MAIL.

-----Ursprüngliche Nachricht----- Von: Ml Ml Gesendet: Mittwoch, 6. Februar 2019 15:09 An: Terlinde, Matthias Cc: User questions and discussions about OTRS. Betreff: Re: [otrs] Slow Tickets with more than 200 Articles, why?

Hello Matthias,

i am talking about "AgentTicketZoom".

The search and queue performs quite well.

Thanks, Mario

On Tue, Feb 5, 2019 at 6:50 AM wrote:

...

Hey Mario,

you can change the standard setting at these keys in the sysconfig: PreferencesGroups###TicketOverviewSmallPageShown PreferencesGroups###TicketOverviewPreviewPageShown PreferencesGroups###TicketOverviewMediumPageShown PreferencesGroups###NotificationViewSmallPageShown PreferencesGroups###DynamicFieldsOverviewPageShown PreferencesGroups###CommunicationLogPageShown

Do you have the performance problems with the search or with the

queue? If I set this value to 250 tickets per site, I’ll get 15 seconds for the “all queue view” and 30 seconds for the search. I bet the operations on the index grow exponential.

...

A possible explanation for your ticket <-> article discrepancy: you could

check if merged tickets have an article, if I remember that correctly, the just get the link.

...

Kind regards, Matthias

T-SYSTEMS INTERNATIONAL GMBH Telekom Security Matthias Terlinde Cyber Defense Operations Bonner Talweg 100, 53113 Bonn, Germany +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-mail: matthias.terlinde@t-systems.com Internet: www.t-systems.com

You can find the compulsory statement on: www.t-systems.com/compulsory-statement

BIG CHANGES START SMALL – CONSERVE RESOURCES BY NOT PRINTING

EVERY E-MAIL.

...

Hello,

i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?)

After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles are very slow. About 30Secs to load. If i set the view to display only the last/one Article it just needs 6 seconds.

I read:

https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance-

tuning.h

...

tml

- i am already using ArticleStorageFS - i am using tmpfs now for /opt/otrs/var/tmp - i archived 22.000 Tickets

But the Tickets with many articles are still slow. I have LocalAvatar-6.0.5.opm installed, which prevents slow connections to the outside.

I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it runs on SSDs. The DB is about 5GB (innodb)

I cant seem to find a bottleneck on the hardware. I kind of have the feeling its some sort of timeout or call to the outside.

What do you think? The search speed is fine.

Could a change the ArgentTicketZoom to just Show the last 10 Articles by Default?

Thanks, Mario