Hi Mario,

i am talking about "AgentTicketZoom".

The search and queue performs quite well.

I have seen this Problem a lot of times after Upgrading Customer Systems to OTRS 6. The problem are wrong indexes/contend inside the database, but only for old tickets. You can’t do anything with changing OTRS or MySQL configuration options I think. We are only able to fix the problem, when we analyze and rebuild the database structure and that’s complex. But the important info is, the problem exists only with old tickets (created bevor the upgrade). All new tickets performing well and if all old tickets are closed, the performance is quite good anywhere. I hope that’s help a bit. -- Stefan Rother Geschäftsführer Oberwalting 31 | 94339 Leiblfing | Germany sales@otrs.ch T DE +49 (0)9427 68 39 000 T CH +41 (0)71 552 08 80 Fax +49 (0)9427 68 39 009 https://otrs.ch | https://www.facebook.com/RotherOTRS

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