The 15 minutes can be to get a logon screen. Or if already logged in to switch screens.
That sounds more like a resource constraint problem on the server running the OTRS code than a database problem - OTRS is a relatively large application, and can be fairly demanding on application server resources. Try monitoring CPU, swap and memory utilization at 5 minute intervals on the OTRS server for a few days and see if there's any correlation to the problem periods - if the OTRS server is thrashing, the database response is irrelevant. Eliminate that possibility first, and then start looking at database performance.
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