Ticket Submission/Follow-up is Slow

vlad25 · 2008-10-31 06:31:31

The problem that we have is that when users submit tickets or techs submit follow-ups the system processes it very slowly.
Basically, when i press POST button it takes good 20 seconds if not more to process simple ticket submission.
I believe it is associated with the fact that the system emails the tickets details right after i press POST.

Does anyone else experience this problem?
Any solution?

i'm on GLPI 0.71.1 on ubuntu server (kernel 2.6.24-19) with latest mysql and php.
Also, i tried running GLPI in debugging mode - did not find anything unusual.

Thanks,
Vlad

jmoreno · 2008-10-31 08:12:26

Same problem from our side, running on win 2003.

vlad25 · 2008-10-31 09:49:09

OK,
i wend to SETUP->Notifications-> and "Test to send a email to the administrator" and timed the operation:
it takes around 11 seconds from the point when i press POST to the point when it goes to the next screen that says: "Email sent to administrator".
I have Exchange Server 2007.

Is it possible to simply first submit the problem and then-on the background- do email operation?

Thanks
Vlad

JMD · 2008-10-31 12:28:25

Does anyone else experience this problem?
Any solution?
i'm on GLPI 0.71.1 on ubuntu server (kernel 2.6.24-19) with latest mysql and php.

Absolutly no problem with the same configuration...

Is-it always slow ? what is your load of your server when it is slow, what is the content of the cron log of glpi when it si slow, apache log, error log, users simultanous etc . etc..

We need a lot of information to be able to help you

Is it possible to simply first submit the problem and then-on the background- do email operation?

Humm, 11 seconds for sending a mail it's not acceptable. Please have a look to your mail server log to see what is done exactly...

vlad25 · 2008-11-03 07:20:41

Dear JMD,

It is always slow.

I tried to utilize different SMTP server, still slow. No errors.
It simply works with both SMTP servers, however, it is slow.

Load on the server is minimal 0.2% CPU;-)
We are still in a pilot phase, so maximum 2 users simultaneous.

PHP ver:
PHP 5.2.4-2ubuntu5.3 with Suhosin-Patch 0.9.6.2 (cli) (built: Jul 23 2008 06:44:49)
Copyright (c) 1997-2007 The PHP Group
Zend Engine v2.2.0, Copyright (c) 1998-2007 Zend Technologies

I can't find anything whatsoever in logs. Under /files - it's empty. Nothing in /var/log/messages.
Not sure, where else to look.

Thanks,
Vlad

JMD · 2008-11-03 13:48:34

Could you put GLPI in debug mod : http://glpi-project.org/wiki/doku.php?i … nfig:debug

And have a look at log

vlad25 · 2008-11-04 05:25:25

JMD wrote:

Could you put GLPI in debug mod : http://glpi-project.org/wiki/doku.php?i … nfig:debug
And have a look at log

Dear JMD,

Thanks a lot for your response.
I did put GLPI in debug mode.
No logs in /files, no php or mysql errors.
As i mentioned earlier, everything works, it just takes a long time to process.

Thanks,
Vlad

JMD · 2008-11-04 13:09:31

I think that your problem comes to your exchange server. It takes too much time to answer or to treat mail that need to be send by GLPI.

It's not really a GLPI pb, You have to know why the communication with your exchange server is so slow. Try to have a look at the log of this server.

vlad25 · 2009-04-16 08:17:20

Ok, so, we reduced from 11 sec to around 7 sec. Some clean-up work on mysql and exchange. Still not sufficient enough, but we went in production and so far so good (3 months now and going)

We only did one change in display.function.php file: Adding javascript to disable button on click.
Whoever it will be useful for, here is the basic code for it:

echo "<td colspan='2' class='center'> <input type='submit' value=\"".$LANG["help"][14]."\" class='submit' id='submitonce' onclick=\"javascript:document.getElementById('submitonce').value='Please wait... Your Request is being submitted';this.disabled=true;this.form.submit();\">";

Thanks.

JMD wrote:

I think that your problem comes to your exchange server. It takes too much time to answer or to treat mail that need to be send by GLPI.
It's not really a GLPI pb, You have to know why the communication with your exchange server is so slow. Try to have a look at the log of this server.

JMD · 2009-04-16 16:21:03

humm,

Could you disable notification to test if this really the problem ?

Could you try also to use a local smtp on your ubuntu to send email ?

In debug mode did you activate trace files in configuration ?

Did you also disable the cache in glpi configuration ?

vlad25 · 2009-04-16 17:45:41

Disabled Notifications: Yes, helps right away. Submission of the ticket is almost instantaneous.
Disabled Cache: did not help
Will install postfix. Results - later.
Enabled tracing.

Thanks a lot JMD. Great Support. Fantastic Product!

vlad25 · 2009-04-17 06:18:12

Installed Postfix. Helped!

Submissions are processed in less than 0.3s.
Thanks a lot JMD!

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#1 2008-10-31 06:31:31

Ticket Submission/Follow-up is Slow

#2 2008-10-31 08:12:26

Re: Ticket Submission/Follow-up is Slow

#3 2008-10-31 09:49:09

Re: Ticket Submission/Follow-up is Slow

#4 2008-10-31 12:28:25

Re: Ticket Submission/Follow-up is Slow

#5 2008-11-03 07:20:41

Re: Ticket Submission/Follow-up is Slow

#6 2008-11-03 13:48:34

Re: Ticket Submission/Follow-up is Slow

#7 2008-11-04 05:25:25

Re: Ticket Submission/Follow-up is Slow

#8 2008-11-04 13:09:31

Re: Ticket Submission/Follow-up is Slow

#9 2009-04-16 08:17:20

Re: Ticket Submission/Follow-up is Slow

#10 2009-04-16 16:21:03

Re: Ticket Submission/Follow-up is Slow

#11 2009-04-16 17:45:41

Re: Ticket Submission/Follow-up is Slow

#12 2009-04-17 06:18:12

Re: Ticket Submission/Follow-up is Slow

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