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

I have tickets with several hundred articles (on the order of 500 in some cases), they do take a few moments to load; but it does load. I'm on very similar hardware, VMWare with Intel CPUs, 8 CPU, 16gb RAM and 10k RPM spinning storage using CentOS 7.7, apache2, and mod_perl with MariaDB. However, I'm on the latest version of OTRS. I'd suggest running the database check/repair from otrs.Console.pl and upgrading to the latest v6 release. On 1/3/2020 8:30 PM, Jeff Johnson wrote:

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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