Default services taking too long to load in ticket form

[therealperrin]

Greetings

I've created around 200 services and assigned them as default services (available for all clients). Then I try to create a new ticket, in the form I select the client but then the services dropdown stays loading for too long. It takes around 15 minutes to display the default services. Why is it taking so long to load the services? Is there something wrong? Can anybody help me?

Thanks
Oscar Urdaneta

[artjoms15]

- What OTRS version do you have
- What add-ons have you installed
- have you been tweaking any .dtl files (e.g. added jquery autocomplete )
- is there any issues in support assesment module and support assesment->sql benchmark? You should check the performance of your server.
- Maybe it is the fault of test machine, where the browser is set. The computer lacks ram to fully show a single dropdown

[crythias]

on the other hand, why do you want to display 200 services?

[oscarurdaneta]

- OTRS version 3.1.2 fresh install
- No add-ons or plug-ins installed, just the core modules
- No tweaks or modifications to the .dtl or .pl files, the system is as it comes by default
- Only made some customizations in sysconfig and added some dynamic fields to the ticket form
- The performance log is showing high response times in the "AgentTicketPhone&AJAXUpdate" interface, for example:
* Date: 08/15/2012 16:58
* Requests: 19
* Min: 0s
* Max: 1084s
* Average: 525.84s
- The SQL benchmark is showing the following results (we are using PostgreSQL 9.1.3):
Key Value Time Comment
* Insert Time: 10000 12 s Should not take more than 5's on an average system.
* Update Time: 10000 10 s Should not take more than 9's on an average system.
* Select Time: 10000 11 s Should not take more than 6's on an average system.
* Delete Time: 10000 11 s Should not take more than 5's on an average system.
* Multiplier: * 1 s

Thanks

[crythias]

- OTRS version 3.1.2 fresh install

Not that this will help performance, but if it's a fresh install, you should be using the latest 3.1.x for all the bug fixes.

[oscarurdaneta]

I found this bug on the OTRS change log that is fixed in version 3.1.7

Fixed bug#8583 - Unneeded complexity and performance degradation creating Service Lists (Replacement for bug fix 7947).
http://bugs.otrs.org/show_bug.cgi?id=8583

Is this bug related to my problem?
Thanks

[artjoms15]

It seems so!
Try to update to the newest version (3.1.8 at the moment) and see if it helps
At least the system with ~ 150 Services/Subservices is working pretty swiftly, although we are using dependant dropdowns tweak to get rid of one enormous dropdown list

P.S. How does the customer sees this list. does he have to wait for such long time as well? (CustomerTicketMessage)