For the record and the benefit of the community, I'm going to share
the admittedly less than optimal solution we eventually arrived at.
After finding out that the main cause of the slowdown was the result of
OTRS issuing SQL statements with a WHERE clause similar to
"LOWER(CustomerKey) LIKE LOWER
First off, thanks to Phillippe Martignier for answering my previous
question.
Having configured OTRS to work with one Oracle backend, we recently
added a read-only view for the development version of our user database
which contains a modest number of test users (1.5 Million records) and
restr
