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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