Problem with update tickets

Technical assistance
1

Infos:

  • Used Zammad version: 6.4.1
  • Used Zammad installation type: (source)
  • Operating system: Ubuntu 24
  • Browser + version: Chrome 132.0.6834.160

Expected behavior:

  • Updating or closing a ticket should be fast and responsive.

Actual behavior:

  • When updating or closing a ticket, the process is very slow. We noticed that a large amount of data is being transferred, including unnecessary information, which might be causing the issue.

Steps to reproduce the behavior:

  • Open a ticket in Zammad.
  • Make an update or close the ticket.
  • Observe that the process takes a long time to complete.

Additional Information

  • We are running Zammad on our server.
  • The database and other services are hosted externally and managed via AWS.
  • The issue seems to be related to excessive data being sent during ticket closure.
  • We are currently not using ElasticSearch.
  • We are testing OpenSearch on our staging environment, as our infrastructure is fully hosted on AWS.

###Question
*How can we optimize the process to reduce the amount of unnecessary data being transferred and improve performance?

I am attaching screenshots of our current settings for reference.

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1 Like
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I am also adding more details about our server and our current settings.

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3

Hi,
Sounds like deadlock, could be because of stagnated resources or a full queue, but experimenting with OpenSearch might create a lot of untold mysteries.

However, my first intuition would be to see if there’s anything obvious in various logs for Zammad, pgsql etc, if not, try to carefully change some settings.

First, read the documentation to understand what you are doing:
Performance tuning & Database configuration

Overviews:
Don’t use overviews that have 100+++ tickets, try to limit this. And don’t do 20-50-100 different overviews.

Taskbar:
Show less tickets in taskbar memory

zammad run rails r 'p Setting.get('ui_task_mananger_max_task_count')'
This will show how many it is set to

zammad run rails r 'p Setting.set('ui_task_mananger_max_task_count', 10)'
This will change the setting to the number you input