Performance - osFAQ.org

After migrating osTicket to a new server, old attachments stored in the database appear corrupted and cannot be opened

The database export was not performed in binary-safe mode. Binary blob data (attachments stored in the DB) requires binary-safe export. Re-export using mysqldump or mariadb-dump from the command line --…

Attachments stored in the database appear corrupted after migrating with MySQL Workbench.

Always use mysqldump/mariadb-dump from the command line for migrations -- it handles BLOB/binary data correctly by default. MySQL Workbench may strip or corrupt binary data unless the binary export option…

Slow queue loading in osTicket with many custom queues. MySQL queries take 40+ seconds due to massive REGEXP-based COUNT statements.

Apply the patch to class.search.php to switch from a single combined COUNT query to individual per-queue getTotal() calls. This eliminates the REGEXP explosion caused by multi-value custom queue conditions. Report…

After applying the per-queue getTotal() patch for performance, some queue counts became inaccurate -- showing counts higher than the visible tickets.

The higher counts include child/merged tickets counted by getTotal() that are filtered from the visible list. Fix: pass $agent as the argument: $q->getTotal($agent). Also upgrade to v1.18.3 which addresses count…

Ticket counts show slightly wrong numbers (e.g. 6 instead of 4) after applying the per-queue getTotal() performance patch.

The discrepancy occurs because getTotal() without $agent counts all tickets in the queue including child/merged tickets that may not be listed in the UI view. Pass $agent as argument: $q->getTotal($agent)…

osTicket queue loads extremely slowly with 40+ second MySQL queries containing hundreds of REGEXP operations when many custom queues exist.

Patch include/class.search.php to replace the single mega-query approach with individual per-queue counts. Replace the try/catch block at line ~990 that calls $query->values()->one() with: foreach ($queues as $q) $counts['q'.$q->getId()] = $q->getTotal();…

Extremely slow MySQL performance and high CPU load (up to 40+ second queries) when loading agent panel queues. Hundreds of REGEXP operations in a single COUNT query.

Apply this patch to include/class.search.php to replace the single combined queue-count query with individual per-queue getTotal() calls: replace the try/catch block that calls $query->values()->one() with a simple foreach loop calling…

Ticket replies from agents go into the thread as 'empty' -- showing '(empty)' instead of the content -- especially when using canned responses or AutoHotkey-generated text.

In v1.18.3 this is caused by a change to htmLawed.php that strips certain content during sanitization. Workaround: replace the htmLawed.php file in v1.18.3 with the version from v1.18.2 (from the…

Open Tickets list shows 0 tickets even though the dashboard ticket count shows 2 open and 2 overdue.

Ticket queue counts are cached and recalculated every 2-5 minutes. If the counts are stale, simply log out and log back in to force a cache refresh. The queue counts…

How do I bulk close thousands of old tickets and send an automatic reply to customers at the same time?

There is no built-in way to mass close tickets and send a reply simultaneously. You can mass close from the Queue, but the reply must be done per-ticket. To close…