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:

1. Open and edit the following file: /www/helpdesk/__swift/apps/base/library/HTML/class.SWIFT_HTMLPurifier.php
2. Comment out lines 161-173
   
   
3. Login to the admin center
4. Rebuild the cache
5. Restart the php-fpm service
6. Restart the httpd service