Creating a Customer from Ticket takes long time or won't work

  • Used Zammad version: 3.3.0
  • Used Zammad installation source: (DEB)
  • Operating system: Ubuntu 18.04
  • Browser + version: Chromium Edge, Firefox

Expected behavior:

  • Adding New Ticket
  • Creating a New Customer/Agent
  • Adding the new Agent to the ticket

Actual behavior:

If I create a new ticket and add a new Customer there, The Form “New: Customer” doesnt seem to do anything when I click on “apply”. If I wait a little and cancel, sometimes the customer was added and can be selected.

Steps to reproduce the behavior:

  • add a new ticket
  • create a new customer

Sounds like an issue with your database server.
If you’re using postgreSQL have a look at your configuration and look for max_connections.

My guess is that it’s set to 100 (which is default) - you may want to raise it to at least 200 or even better 500 or 1000.

I also guess that this issue only occurs if your Zammad runs for a longer time but not after restarting the service. Your logfile might contain sweet hints like Deadlock, ERROR or connections.

These keywords should help you to find the issue.

I am not fit in psql. How do I set it up?

This highly depends on the used psql version and the OS.
( https://duckduckgo.com/?q=postgresql+configuration+location )

Anyway, you should be able to find your psql configuration file somewhere within:
/etc/postgresql/*.*/main/

You’re looking for the file postgresql.conf and the setting max_connections.
Restarting postgresql and Zammad (in that exact order) is necessary after adjusting your configuration.

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