Hi Jeff, On Fri, Jan 03, 2020 at 06:30:17PM -0800, Jeff Johnson wrote:
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
Why using an unpatched otrs? First of all Customer must update.
In an attempt to fix this I have archived many old closed tickets. Optimized the tables in mariadb, used mod_perl. (...) None of that worked. Throwing hardware (cores, ram) doesn't fix it.
Hard to say as we do not know the environment of customers system and on onPremise systems the customer is responsible for these checks you performed. You might switch to a full managed OTRS.
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?
Yes. The Burger Menu in Zoom > Show 1 article. Cheers Florian