Poor performance when creating new phone tickets, OTRS 3.1.1

[ccummings]

We are seeing new phone ticket creation taking ~40 seconds from the time we hit the Create button until the time it finishes being created.

Interface Requests Min Response Max Response Average Response
AgentTicketPhone&AJAXUpdate 6 20s 21s 20.16s
AgentTicketPhone&StoreNew 2 40s 41s 40.5s

• Currently running OTRS 3.1.10 for Windows on a Windows Server 2008 R2 Enterprise, 8 cores, 32GB RAM hosted by Rackspace.
  Resource untilization on the server appears to be very low.
  System Support module shows everything green.
  ~10 concurrent users

I have optimized the tables as suggested in the admin guide....and the web server suggestions were already implemented by default. Restarting the OTRS services and/or rebooting the server have made no difference either.

Any suggestions to improve performance? Would switching to innodb vs myisam make any difference?

[crythias]

This is likely related to email sending. Check your logs.

[ccummings]

I'm not seeing much more info in ../logs/otrs.txt than I was in the performance logs...no menion of email. We are using a local SMTP relay. Is there anything else I can check?

Code: Select all

[Tue Oct 16 12:12:42 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 21s taken (URL:Action=AgentTicketPhone&Subaction=AJAXUpdate:ccummings)
[Tue Oct 16 12:12:50 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 20s taken (URL:Action=AgentTicketPhone&Subaction=AJAXUpdate:ccummings)
[Tue Oct 16 12:13:40 2012][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2012101610000106/gs.exe failing ] created (TicketID=628,Queue=Default,Priority=3 normal,State=open)
[Tue Oct 16 12:13:41 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 41s taken (URL:Action=AgentTicketPhone&Subaction=StoreNew:ccummings)

[jojo]

it is the SMTP server, we experienced this a lot of times

[ccummings]

I tried setting SendmailModule to "DoNotSendEMail" and retesting, and I am seeing the exact same response times...~41 seconds...

Code: Select all

[Tue Oct 16 14:35:56 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketPhone;Subaction=StoreNew;ExpandCustomerName=2;TypeID=1;Dest=2%7C%7CDefault;NextStateID=4:ccummings)
[Tue Oct 16 14:36:01 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:ccummings)
[Tue Oct 16 14:36:01 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:ccummings)
[Tue Oct 16 14:36:02 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=CustomerInfo:ccummings)
[Tue Oct 16 14:36:03 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentCustomerSearch&Subaction=CustomerTickets:ccummings)
[Tue Oct 16 14:36:23 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 21s taken (URL:Action=AgentTicketPhone&Subaction=AJAXUpdate:ccummings)
[Tue Oct 16 14:36:25 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 20s taken (URL:Action=AgentTicketPhone&Subaction=AJAXUpdate:ccummings)
[Tue Oct 16 14:36:46 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentDashboard&Subaction=:jlanders)
[Tue Oct 16 14:36:56 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketStatusView;Filter=Open;View=Preview;;:jreeves)
[Tue Oct 16 14:36:58 2012][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2012101610000161/test] created (TicketID=634,Queue=Default,Priority=3 normal,State=open)
[b][Tue Oct 16 14:36:58 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 41s taken (URL:Action=AgentTicketPhone&Subaction=StoreNew:ccummings)[/b]
[Tue Oct 16 14:36:58 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketZoom;Subaction=Created;TicketID=634:ccummings)
[Tue Oct 16 14:36:59 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=1064;FileID=1;:ccummings)

[jojo]

did you run the database thest script ?

[ccummings]

I wasn't aware of any database test script. Where is that located? I'm not seeing anything in ../otrs/scripts...

The SystemStatus Module did show everything as green...and I have optimized the tables as suggested in the Admin Guide's Performance Tunning section.

[jojo]

in the Support Assesement Module you can run it on the left upper corner

[ccummings]

I ran the Normal, High, and Heavy tests...all results were either "Looks Fine" or "OK"...

Code: Select all

Key 	Value 	Time 	Comment
Insert Time: 	10000 	2 s :-) 	Looks fine!
Update Time: 	10000 	5 s :-) 	Looks fine!
Select Time: 	10000 	4 s :-) 	Looks fine!
Delete Time: 	10000 	4 s :-) 	Looks fine!
Multiplier: 	* 1 	s 


Key 	Value 	Time 	Comment
Insert Time: 	30000 	9 s :-) 	Looks fine!
Update Time: 	30000 	12 s :-) 	Looks fine!
Select Time: 	30000 	16 s 	Ok
Delete Time: 	30000 	14 s 	Ok
Multiplier: 	* 3 	s 

Key 	Value 	Time 	Comment
Insert Time: 	30000 	9 s :-) 	Looks fine!
Update Time: 	30000 	12 s :-) 	Looks fine!
Select Time: 	30000 	16 s 	Ok
Delete Time: 	30000 	14 s 	Ok
Multiplier: 	* 3 	s 

[ccummings]

Any other ideas or suggestions?

[jojo]

not without debugging...

[ccummings]

Migrated from Windows Server 2008 R2 (32GB RAM) to Ubuntu 12.04 (4GB RAM)...problem solved. Tickets are created almost instantly now vs. the 40 second lag we were seeing in Windows Server.