Merge as Follow Up -Takes an insane amount of time

[brusilva84]

Code of Conduct

• I agree to follow this project's Code of Conduct

Is there an existing issue for this?

• I have searched the existing issues

Version

10.0.18

Bug description

We have currently about 60k Tickets and about 500 opened.

Everytime we have to do a merge as follow up to a ticket we usually search for the original ticket ID. However this search takes about 2-3 mins being done.

Isn't possible to optimize this processo so that it searches only in opened tickets and not the all tickets table?

Relevant log output

Page URL

No response

Steps To reproduce

1. Select a opened ticket
2. Click actions
3. Choose merge as follow up
4. SEarch for the destination ticket number

Your GLPI setup information

Informação sobre instalação do sistema e sua configuração

GLPI 10.0.18 ( => /var/www/html/glpi)
Installation mode: TARBALL
Current language:pt_PT

Server

 

Operating system: Linux vmlinux20-01 6.1.0-31-amd64 #​1 SMP PREEMPT_DYNAMIC Debian 6.1.128-1 (2025-02-07) x86_64

PHP 8.2.27 apache2handler (Core, FFI, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apache2handler, bz2, calendar, ctype,

curl, date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, igbinary, intl, json, ldap, libxml, mbstring, mysqli,

mysqlnd, openssl, pcre, pdo_mysql, posix, random, readline, redis, session, shmop, sockets, sodium, standard, sysvmsg, sysvsem,

sysvshm, tokenizer, xml, xmlreader, xmlwriter, xsl, zip, zlib)

Setup: max_execution_time="600" memory_limit="1024M" post_max_size="8M" safe_mode="" session.save_handler="files"

upload_max_filesize="2M" disable_functions=""

Software: Apache/2.4.62 (Debian) (Apache/2.4.62 (Debian) Server at helpdesk.mcoutinho.pt Port 443

)

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/134.0.0.0 Safari/537.36 Edg/134.0.0.0

Server Software: Debian 12

Server Version: 10.11.6-MariaDB-0+deb12u1-log

Server SQL Mode: STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION

Parameters: [email protected]/glpi

Host info: 127.0.0.1 via TCP/IP

PHP version (8.2.27) is supported.

Sessions configuration is OK.

Allocated memory is sufficient.

mysqli extension is installed.

Following extensions are installed: dom, fileinfo, filter, libxml, json, simplexml, xmlreader, xmlwriter.

curl extension is installed.

gd extension is installed.

intl extension is installed.

zlib extension is installed.

The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.

Database engine version (10.11.6) is supported.

No files from previous GLPI version detected.

The log file has been created successfully.

Write access to /srv/glpi/files/_cache has been validated.

Write access to /srv/glpi/files/_cron has been validated.

Write access to /srv/glpi/files has been validated.

Write access to /srv/glpi/files/_dumps has been validated.

Write access to /srv/glpi/files/_graphs has been validated.

Write access to /srv/glpi/files/_lock has been validated.

Write access to /srv/glpi/files/_pictures has been validated.

Write access to /srv/glpi/files/_plugins has been validated.

Write access to /srv/glpi/files/_rss has been validated.

Write access to /srv/glpi/files/_sessions has been validated.

Write access to /srv/glpi/files/_tmp has been validated.

Write access to /srv/glpi/files/_uploads has been validated.
Web server root directory configuration seems safe.

Sessions configuration is secured.

OS and PHP are relying on 64 bits integers.

exif extension is installed.

ldap extension is installed.

openssl extension is installed.

Following extensions are installed: bz2, Phar, zip.

Zend OPcache extension is installed.

Following extensions are installed: ctype, iconv, mbstring, sodium.

Write access to /var/www/html/glpi/marketplace has been validated.

Timezones seems loaded in database.

GLPI constants

 

GLPI_ROOT: "/var/www/html/glpi"

GLPI_LOG_DIR: "/var/log/glpi"

GLPI_VAR_DIR: "/srv/glpi/files"

GLPI_CONFIG_DIR: "/var/www/html/glpi/config"

GLPI_MARKETPLACE_DIR: "/var/www/html/glpi/marketplace"

GLPI_USE_CSRF_CHECK: "1"

GLPI_CSRF_EXPIRES: "7200"

GLPI_CSRF_MAX_TOKENS: "100"

GLPI_USE_IDOR_CHECK: "1"

GLPI_IDOR_EXPIRES: "7200"

GLPI_ALLOW_IFRAME_IN_RICH_TEXT: false

GLPI_SERVERSIDE_URL_ALLOWLIST: ["#^http://[^@:]+(:80)?(/.)?$#","#^https://[^@:]+(:443)?(/.)?$#","#^feed://[^@:]+(/.)?$#"]

GLPI_DISALLOWED_UPLOADS_PATTERN: "/\.(php\d|phar)$/i"

GLPI_TELEMETRY_URI: "https://telemetry.glpi-project.org"

GLPI_INSTALL_MODE: "TARBALL"

GLPI_NETWORK_MAIL: "[email protected]"

GLPI_NETWORK_SERVICES: "https://services.glpi-network.com"

GLPI_MARKETPLACE_ALLOW_OVERRIDE: true

GLPI_MARKETPLACE_MANUAL_DOWNLOADS: true

GLPI_USER_AGENT_EXTRA_COMMENTS: ""

GLPI_DISABLE_ONLY_FULL_GROUP_BY_SQL_MODE: "1"

GLPI_AJAX_DASHBOARD: "1"

GLPI_CALDAV_IMPORT_STATE: 0

GLPI_DEMO_MODE: "0"

GLPI_CENTRAL_WARNINGS: "1"

GLPI_TEXT_MAXSIZE: "4000"

GLPI_DOC_DIR: "/srv/glpi/files"

GLPI_CACHE_DIR: "/srv/glpi/files/_cache"

GLPI_CRON_DIR: "/srv/glpi/files/_cron"

GLPI_DUMP_DIR: "/srv/glpi/files/_dumps"

GLPI_GRAPH_DIR: "/srv/glpi/files/_graphs"

GLPI_LOCAL_I18N_DIR: "/srv/glpi/files/_locales"

GLPI_LOCK_DIR: "/srv/glpi/files/_lock"

GLPI_PICTURE_DIR: "/srv/glpi/files/_pictures"

GLPI_PLUGIN_DOC_DIR: "/srv/glpi/files/_plugins"

GLPI_RSS_DIR: "/srv/glpi/files/_rss"

GLPI_SESSION_DIR: "/srv/glpi/files/_sessions"

GLPI_TMP_DIR: "/srv/glpi/files/_tmp"

GLPI_UPLOAD_DIR: "/srv/glpi/files/_uploads"

GLPI_INVENTORY_DIR: "/srv/glpi/files/_inventories"

GLPI_NETWORK_REGISTRATION_API_URL: "https://services.glpi-network.com/api/registration/"

GLPI_MARKETPLACE_PLUGINS_API_URI: "https://services.glpi-network.com/api/marketplace/"

GLPI_I18N_DIR: "/var/www/html/glpi/locales"

GLPI_VERSION: "10.0.18"

GLPI_SCHEMA_VERSION: "10.0.18@d64066799f068b16ee973b377bdd13f984fe062a"

GLPI_MARKETPLACE_PRERELEASES: false

GLPI_MIN_PHP: "7.4.0"

GLPI_MAX_PHP: "8.4.0"

GLPI_YEAR: "2025"

Libraries

 

htmlawed/htmlawed version 1.2.14 in (/var/www/html/glpi/vendor/htmlawed/htmlawed)

phpmailer/phpmailer version 6.8.0 in (/var/www/html/glpi/vendor/phpmailer/phpmailer/src)

simplepie/simplepie version 1.5.8 in (/var/www/html/glpi/vendor/simplepie/simplepie/library)

tecnickcom/tcpdf version 6.8.0 in (/var/www/html/glpi/vendor/tecnickcom/tcpdf)

michelf/php-markdown in (/var/www/html/glpi/vendor/michelf/php-markdown/Michelf)

true/punycode in (/var/www/html/glpi/vendor/true/punycode/src)

iamcal/lib_autolink in (/var/www/html/glpi/vendor/iamcal/lib_autolink)

sabre/dav in (/var/www/html/glpi/vendor/sabre/dav/lib/DAV)

sabre/http in (/var/www/html/glpi/vendor/sabre/http/lib)

sabre/uri in (/var/www/html/glpi/vendor/sabre/uri/lib)

sabre/vobject in (/var/www/html/glpi/vendor/sabre/vobject/lib)

laminas/laminas-i18n in (/var/www/html/glpi/vendor/laminas/laminas-i18n/src)

laminas/laminas-servicemanager in (/var/www/html/glpi/vendor/laminas/laminas-servicemanager/src)

monolog/monolog in (/var/www/html/glpi/vendor/monolog/monolog/src/Monolog)

sebastian/diff in (/var/www/html/glpi/vendor/sebastian/diff/src)

donatj/phpuseragentparser in (/var/www/html/glpi/vendor/donatj/phpuseragentparser/src/UserAgent)

elvanto/litemoji in (/var/www/html/glpi/vendor/elvanto/litemoji/src)

symfony/console in (/var/www/html/glpi/vendor/symfony/console)

scssphp/scssphp in (/var/www/html/glpi/vendor/scssphp/scssphp/src)

laminas/laminas-mail in (/var/www/html/glpi/vendor/laminas/laminas-mail/src/Protocol)

laminas/laminas-mime in (/var/www/html/glpi/vendor/laminas/laminas-mime/src)

rlanvin/php-rrule in (/var/www/html/glpi/vendor/rlanvin/php-rrule/src)

ramsey/uuid in (/var/www/html/glpi/vendor/ramsey/uuid/src)

psr/log in (/var/www/html/glpi/vendor/psr/log/Psr/Log)

psr/simple-cache in (/var/www/html/glpi/vendor/psr/simple-cache/src)

psr/cache in (/var/www/html/glpi/vendor/psr/cache/src)

league/csv in (/var/www/html/glpi/vendor/league/csv/src)

mexitek/phpcolors in (/var/www/html/glpi/vendor/mexitek/phpcolors/src/Mexitek/PHPColors)

guzzlehttp/guzzle in (/var/www/html/glpi/vendor/guzzlehttp/guzzle/src)

guzzlehttp/psr7 in (/var/www/html/glpi/vendor/guzzlehttp/psr7/src)

glpi-project/inventory_format in (/var/www/html/glpi/vendor/glpi-project/inventory_format/lib/php)

wapmorgan/unified-archive in (/var/www/html/glpi/vendor/wapmorgan/unified-archive/src)

paragonie/sodium_compat in (/var/www/html/glpi/vendor/paragonie/sodium_compat/src)

symfony/cache in (/var/www/html/glpi/vendor/symfony/cache)

html2text/html2text in (/var/www/html/glpi/vendor/html2text/html2text/src)

symfony/css-selector in (/var/www/html/glpi/vendor/symfony/css-selector)

symfony/dom-crawler in (/var/www/html/glpi/vendor/symfony/dom-crawler)

twig/twig in (/var/www/html/glpi/vendor/twig/twig/src)

twig/string-extra in (/var/www/html/glpi/vendor/twig/string-extra)

symfony/polyfill-ctype not found

symfony/polyfill-iconv not found

symfony/polyfill-mbstring not found

symfony/polyfill-php80 not found

symfony/polyfill-php81 not found

symfony/polyfill-php82 in (/var/www/html/glpi/vendor/symfony/polyfill-php82)

league/oauth2-client in (/var/www/html/glpi/vendor/league/oauth2-client/src/Provider)

league/oauth2-google in (/var/www/html/glpi/vendor/league/oauth2-google/src/Provider)

thenetworg/oauth2-azure in (/var/www/html/glpi/vendor/thenetworg/oauth2-azure/src/Provider)

phpCas version 1.6.0 in (/usr/share/php/CAS/source)

LDAP directories

 

Server: '10.1.1.212', Port: '389', BaseDN: 'OU=Users,OU=MCoutinho,DC=mcoutinho,DC=local', Connection filter:

'(&(objectClass=user)(objectCategory=person)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', RootDN:

'mcoutinho\ad_sync_glpi', Use TLS: none

Server: '10.1.19.2', Port: '389', BaseDN: 'OU=Users,OU=MultiAuto,DC=multiauto,DC=local', Connection filter:

'(&(objectClass=user)(objectCategory=person)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', RootDN:

'multiauto\ad_sync_glpi', Use TLS: none

SQL replicas

 

Not active

Notifications

 

Way of sending emails: SMTP+TLS (helpdesk@[email protected])

Plugins list

 

actualtime           Name: ActualTime                     Version: 3.0.0      State: Installed / not activated

Install Method: Marketplace

advancedplanning     Name: advancedplanning               Version: 1.1.1      State: Enabled

Install Method: Marketplace

behaviors            Name: Behaviours                     Version: 2.7.3      State: Enabled

Install Method: Marketplace

fields               Name: Campos adicionais              Version: 1.21.18    State: Enabled

Install Method: Marketplace

uninstall            Name: Ciclo de vida do item (desinst Version: 2.9.2      State: Installed / not activated

Install Method: Marketplace

accounts             Name: Contas                         Version: 3.0.4      State: Installed / not activated

Install Method: Marketplace

gantt                Name: gantt                          Version: 1.1.0      State: Enabled

Install Method: Marketplace

glpiinventory        Name: GLPI Inventory                 Version: 1.5.0      State: Enabled

Install Method: Marketplace

addressing           Name: IP Addressing                  Version: 3.0.3      State: Installed / not activated

Install Method: Marketplace

itremote             Name: IT Remote                      Version: 2.0        State: Enabled

Install Method: Manual

mailanalyzer         Name: Mail Analyzer                  Version: 3.2.0      State: Installed / not activated

Install Method: Manual

mydashboard          Name: O meu Painel                   Version: 2.1.5      State: Enabled

Install Method: Marketplace

oauthimap            Name: Oauth IMAP                     Version: 1.4.3      State: Enabled

Install Method: Marketplace

protocolsmanager     Name: Protocols manager              Version: 1.5.3.4    State: Enabled

Install Method: Manual

taskdrop             Name: TaskDrop                       Version: 2.1.0      State: Installed / not activated

Install Method: Marketplace

tasklists            Name: Tasks list                     Version: 2.0.4      State: Enabled

Install Method: Marketplace

timelineticket       Name: Timeline of tickets            Version: 10.0+1.2   State: Enabled

Install Method: Marketplace

treeview             Name: Vista em árvore                Version: 1.10.2     State: Enabled

Install Method: Marketplace

Anything else?