Overview
Some users of Kayako Classic may experience prolonged loading times when viewing ticket details with attachments after upgrading Kayako Classic to version 4.98.9. This issue is often accompanied by a single php-fpm process using all the CPU during the ticket page loading, indicating a performance bottleneck. The problem may be linked to the HTMLPurifier class in the Kayako Classic installation.
Solution
To resolve this issue, follow these steps:
- Open and edit the following file: /www/helpdesk/__swift/apps/base/library/HTML/class.SWIFT_HTMLPurifier.php
- Comment out lines 161-173
- Login to the admin center
- Rebuild the cache
- Restart the php-fpm service
- Restart the httpd service