I have the Web HelpDesk running on a sever with 4 processors 16gb of memory and 100gb of HDD space. Every time I update a ticket or delete a ticket it takes a long time (10-20 sec) for the function to process. What can I change to make this faster?
In the .conf files you can increase the amount of memory the application can use on the server. You'll also want to set up a scheduled task to restart WHD on a nightly basis. The last time I had it deployed for a job we found the heap space memory would just build and not release (this may no longer be the case with 12.2).
The heap space issues were vastly improved in12.1 I went from restarting the services once a week to once every 3 or 4 weeks. In addition we have upped the default minimum to 256 and the max to 1 gig. 12.2 also updates the version of used internally to Java 7 not sure if that what type of affect that will have on this issue.
Thanks for the information. I have increased the min/max to 1gb. It seems slowest when submitting a ticket. I did so timed tests and they average around 14 sec to submit and go to the Thank You page. Does that seem normal?
I noticed in our setup, it seems to send the email while the ticket is submitting, which can be slow sometimes.
Check the setting on "Setup > Tickets > Options > Client Options > Auto-Reply to Client". If you set it to never, do the tickets get submitted significantly faster? If so, it may be your email server that's slowing things down.
Just timed ours, looks like it's 2-4 seconds for us.
Same as Patricks I am wondering if it is the email that is causing the bottleneck. Ours was a little laggy so I set the Scheduled E-Mail Delivery Threshold in Email options to zero- that way the emails will still go out but WHD is not waiting for the confirmation from the exchange server before saving the ticket. This is working fine for us and sped things up hugely, I just made sure the system is also set up to send me a notification in case there is a problem with an outgoing mail since my guys wouldn't see any problems at the time of saving.
Where do set the alerts regarding outgoing email? I looked around in the email options and outgoing mail accounts. Is it somewhere else?
So here is what I have: The time out was set to 0 so no change there. I turned off the email on creation, no change there. We are running office 365 for our email. We have a launch date of Jan 5th so would like to make sure it is running as fast as it can when we go live. bknight: If you look in email under options the timeout setting is there. There is not a setting for that in the out/in section.
Sorry, yes you're right. For outgoing you have to check the outgoing mail failures manually from Setup> E-mail> Outgoing Mail Accounts> (open the mail account)> E-Mail History then apply the filter to 'Messages Not Sent'.
Hi
Did you set the Connection Time Out to 0 or the Scheduled E-Mail Delivery Threshold to 0? The second option will rule out email being a bottleneck so I would definitely try that, not sure how much difference changing the timeout value would make in this case.
Thanks,
Sorry, I misspoke. I have the threshold set to 0 and the connection timeout set to 300. I was getting errors with the connect timeout when it was set to less. I wonder if setting the Advanced E-Mail Properties to this if that would help:
mail.smtp.userset=true
Makes the mail engine send the 'RSET' command in place of the 'NOOP' command. Some mail servers respond slowly to the NOOP command.
Am not sure regarding the above to be honest (we are using a regular exch 2010 mailbox & have no experience with Office 365) but am thinking if the email delivery threshold is zero and it's still slow to create a ticket then the connection to the exchange is not likely to be the reason?
I would suggest checking the JVM memory usage & if things seem to speed up after you have stopped & restart the WHD services on the server.
We added a rule that allows web helpdesk emails to skip our exchange TarPit. This improved performance when creating tickets. I will try to find my notes on how we went about doing that.
I've never had great luck with WHD being a speed-demon by any means. I will try billypilgrim idea of changing the scheduled email delivery timeout.
Make sure you aren't using the embedded database though and use postegresql or another flavor. The embedded database was very slow for us when we used it.
Replying to myself here...
billypilgrim's idea significantly sped up my WHD install, at least when performing tasks that involve the email server. Thanks for the tip.
Things like Group Tickets is still so slow though - I wonder if the bottleneck is the database. I am just using the PostgreSQL database - perhaps it needs some index maintenance?
I posted on Friday regarding a very similar experience, with our WHD 12.1.
Ticket submit delay when using and external SMTP server
I've come to the conclusion that WHD does not play well with external mail services. When I use our in house Exchange server the confirmation page loads instantly, however if I use our Office365 for SMTP relay there is a 12-15 second delay. The same is true when I use a Gmail for Business account. I even did a traceroute to discover a direct IP address for both services, and there is still a delay, so it's not a DNS issue.
I set the delivery threshold to 0 but it makes no difference. If I try to reduce the timeout to anything less then the 12-15 seconds required to load the confirmation page, then the page does load faster, however the email is never delivered.
Anyone have additional thoughts, or experience with this?
What you are seeing is an SMTP acknowledgment delay on office365 which cannot be changed by anyone other than M$ (not that I have found to date anyway),
on an internal Exchange you can use the following powershell commands to turn off that delay and Tarpitting which
can also effect the speed of SMTP sends;
Set-ReceiveConnector "connector-name" -tarpitinterval 00:00Set-ReceiveConnector "connector-name" -MaxAcknowledgementDelay 00:00:00
After much researching I have found a solution to my issue. I found a nice little free email server that I downloaded and setup as a relay to our Office 365. Now when we update a ticket or the users submits a ticket it is almost instantly updated.
