Bad performances

[Nita]

Hi everyone,

I have installed and configured KIX 17.5.0. I have just 3 or 4 tickets so far but everything seems to be very slow, expecially when there are more than one agent logged on the system.

Does anybody have some advice?

My configuration is the following:

- Windows Server 2012 R2 Standard
- SQL Server 2014
- .Net 3.5 installed
- ActivePerl 5.24.2 Build 2403
- MS ODBC Driver 13 for SQL Server

Thanks in advance!

Nita

[Danny Bochmann]

Hello Nita,

can you give me the resources of the system?
KIX need an powerful Windows server to work correctly.

BR
Danny

[Nita]

Hi Danny,
thanks a lot for your reply.

I have a virtual machine with 4 vCPUs and 8192MB of RAM. It runs on a host with 20 Intel Xeon(R) CPUs E5-2640 v4 x 2,4GHz.

Look forward to hearing from you!

Nita

[Nita]

Hello,

just a few updates: I tried giving the VM more memory and CPU, so now I have 64GB of RAM and 8 CPUs, but still nothing changed.

I also noticed a lot of errors in my kix.log file, e.g.:

"[Fri Nov 29 10:05:12 2019][Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][56] There was an error executing Execute() in Kernel::System::Console::Command::Maint::Stats::Dashboard::Generate: Error: You cannot run kix.Console.pl as root. Please run it as the apache user or with the help of su:";

"[Thu Nov 28 12:50:22 2019][Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][56] There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: You cannot run kix.Console.pl as root. Please run it as the apache user or with the help of su:";

"[Thu Nov 28 12:40:09 2019][Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][56] There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::EscalationCheck: Error: You cannot run kix.Console.pl as root. Please run it as the apache user or with the help of su:"...

...even though I inserted the "--allow-root" parameter for all of the options that generate errors.

Any ideas?

Thanks

[Tino Voigt]

Hello Nita,
do you have tried to restart your webserver and delete the cache after you have add the "--allow-root"?
best regards, Tino Voigt

[Nita]

Hello Tino,
thanks for your reply.
I did, several times...

[Tino Voigt]

Hello Nita,

i have tried to reproduce the behavior.
After i have add the "--allow-root" parameter, the jobs run without any errormessage.

Can you provide a Screenshot of your sysconfig setting:

Daemon::SchedulerCronTaskManager::Task###GenerateDashboardStats

best regards, Tino Voigt

[Nita]

Hello Tino,

I'm sorry because I gave you a wrong information: I added the '--allow-root' parameter just to some of the settings and not to the 'GenerateDashboardStats' one (which was set to its default state), that was obviously the only one that kept on generating errors.

When I add the  '--allow-root' to  the 'GenerateDashboardStats', unfortunately, I get another error:

"[Tue Jan  7 12:12:20 2020][Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][56] There was an error executing Execute() in Kernel::System::Console::Command::Maint::Stats::Dashboard::Generate: Error: found unknown arguments on the command line ('')."

[Tino Voigt]

Hello Nita,

can you provide a screenshot of the settings from the SysConfig key:

• 'GenerateDashboardStats'

best regards, Tino Voigt

[Nita]

Hi Tino,
thanks for your patience!
I attached the configuration that gave me that error, it was that blank line that caused the problem.
Deleting the empty parameter I have no errors logged.
Unfortunately, the system is still very slow.
Any ideas?
Best regards

[Tino Voigt]

Hello Nita,

can you tell me where the problem occurs. Is it a general problem or does it appear in some masks? For example when opening tickets or searching?

I have attached a performance guide that may already help.

Best regards, Tino Voigt

[Nita]

Hello Tino,

I notice a general slowness of the whole system but there are some pages that take longer to load (i.e. SysConfig or ITSMConfigItem).
I activated the performance logging and made a screenshot so you can have an idea of what I'm talking about.
Please keep in mind that we're not yet in production but in a test environment and we only have 6 tickets so far.

Thank you so much,

Nita

P.s.: I don't see any attachment to your last reply

[Tino Voigt]

Hello Nita,

sorry, in the previous post i forgot the link to the performance guide.

Here is the link: https://forum.kixdesk.com/index.php?topic=524.msg1917#msg1917

best regards, Tino Voigt

[Nita]

Hi Tino,
thank you so much. I already read that guide but I didn't find an answer to my problem...
Any further suggestion will be really appreciated!
Thank you,
Nita

[Tino Voigt]

Hello Nita,

in your screenshot i can see, that the view loads in avg. 6 seconds if a ticket will load. Is it possible that all articles in the tickets are expanded? If the articles in ticktes general expanded, this article will load if you load a ticket.

Also i can see, that the view "AgentITSMConfigItem" is load extrem slow. Can you find some errors in the log file?

best regards, Tino Voigt