Tabs loading very slowly

Technical assistance
1

Infos:

  • Used Zammad version: 6.2
  • Used Zammad installation type: package (source, package, docker-compose, …)
  • Operating system: Ubuntu 22.04
  • Browser + version: Firefox 123

Expected behavior:

  • Open the webinterface, have all tabs ready in less then a second.

Actual behavior:

  • When loading the webinterface, the tabs take a long time to switch from “loading…” to their actual ticket names. It takes around 5-10 seconds to finish loading. Everything else feels pretty snappy but the long waiting times to switch to the recent tickets via their tabs are tiresome.

What I’ve tried so far:
Setting environment variables to:
WEB_CONCURRENCY=5
ZAMMAD_SESSION_JOBS_CONCURRENT= 8
ZAMMAD_PROCESS_SCHEDULED_JOBS_WORKERS=1

Adjust PostgreSQL variables to the recommended values stated in the documentation.

rake searchindex:rebuild[8]

Steps to reproduce the behavior:

  • Open a new Session of Zammad in the webbrowser or reload an existing one.
2

Check the server load. CPU/Memory usage. You may need to allocate more resources.

3

That was my initial thought as well. I’ve got a server with 10-15 agents with around 20 to 30 new tickets every day. There are close to 15000 tickets in the database.
The server has 16 GB RAM of whitch 14.1 GB are cached/used and 8 cores on 1 socket.
I’m leaning towards the high number of old tickets (around 11k are in an old ticket overview) being the problem but I can’t find any best practice regarding the handling of old tickets.

4

We have adjust the overview of closed tickets.
The closed ticket overview loads all 77.000 tickets and zammad gets slower every day.
Now we have modified the overview and set a max value of closing time. The overview is called „closed last 4 weeks“. In the settings add a new rule to show tickets which are closed in the last 4 weeks.

How many overviews do you have?
How many sessions are active in Admin-Panel > Sessions?

We have 40 agents online and 6 cores (1 socket) with 16 GB RAM and no problems at the moment

2 Likes
5

Hi Dennis, thanks for your response!
I currently have around 30 Overviews, of which most are used as folders for the active tickets assigned to each agent. I modified the overview containing the old tickets with the change you proposed and did a rebuild of the searchindex.
I ported the system to a test server so there currently only is one session.
So far it unfortunately hasn’t really improved the performance.
How many overviews do you have?

6

Switching between opened ticket “tab” (aka taskbars) is a local browser issue not a server issue. The data already is present locally. This should also show when typing stuff into articles which might feel sloppy / slow / unpresponsive.

This usually happens if you have huge HTML structures in your browser which can happen if you have many taskbars open in combination with tons of huge selection fields and a lot of articles with a lot of formatting stuff.

7

Hi Marcel,
That’s exactly what I think is strange… Everything, from typing to opening tickets is super responsive and near instant. Only the tabs on the left side take a while to load. Although I got it to under 3 seconds with the tips from dennis. What do you guys consider to be an appropriate loading time for the tabs generally?

8

I consider everything below 5 seconds already snappy. Loading tabs is something that takes a while. But I usually do this only once a day, when I start my Zammad in the morning and have the browser tab open for the rest of the workday.

Or do you also mean “switching tabs” takes like 3 seconds?

9

Ok seems like everythings fine then! No switching tabs is pretty much instant right now. I think I’ll leave it at. Thanks for all the help guys!

10

Btw, I am a big fan of “closed today” instead of “closed last 4 weeks”. It’s very satisfying to see the number rise over the course of the day.

1 Like
11

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