Bulk deleting Tickets - Internal Server Error

Hello,

When an customer of ours does a large delete operation in Customer Service (> 500 tickets), the requests takes a long time, and eventually stops with an Internal Server Error.

 

Looking in the iis logs, we see the following: ticket.fcgi?_sf=0&action=listTickets&special=5 500 0 64 10975

500 = server error

0 =  Module or ISAPI error occurred.

(See: https://support.microsoft.com/en-us/help/943891/the-http-status-code-in-iis-7-0--iis-7-5--and-iis-8-0)

Is this simply a timeout since it takes to long, or is something else going on? (Server CPU & memory aren't high)

 

Thanks,

David

RE: Bulk deleting Tickets - Internal Server Error

Hi!

 

It is an IIS timeout. 

Av: Emilija Vilija Treciokaite 2. jan 2018

RE: Bulk deleting Tickets - Internal Server Error

Hi,

Thanks for the info, is it normal that it takes such a long time to deleted? Since it just sets the delete flag (status = 4).

Thanks,

David

Av: David Hollegien 3. jan 2018

RE: Bulk deleting Tickets - Internal Server Error

Hi David,

I'm not sure if it helps you, but when you're bulk editing requests (deleting is basicly set status to 4), it loads every single ticket and saves it via the NetServer, which is a slower process than doing it through SearchEngine or an SQL update.

You can create customizations that update the tickets faster, but it would require some scripting knowledge.

Av: Simen Mostuen Iversen 3. jan 2018

RE: Bulk deleting Tickets - Internal Server Error

Hi,

Thanks for your reply.

I expected that the delete operation would delete in bulk, and not one-by-one.

If its one-by-one then that explains the timeout.

Av: David Hollegien 3. jan 2018