January 2008 - otrs - OTRS mailing lists

some performance related questions
by kerneljack 04 Jan '08

04 Jan '08

Hi, I just wanted to clarify/discuss some questions I have about the performance of OTRS on a machine I have it installed on. I don't know a lot about optimizing web servers / mod_perl for performance thus I am hoping you can give me some advice. I have already read some of the 'Performance Tuning' and have implemented some of the changes. The machine I am using is a very old Sun Cobalt Raq XTR server with only 256 MB of RAM and CentOS 4 on it. There are 2 hard drives in it running a software RAID 1 mirror. I would like to upgrade the RAM but I don't think it will be possible. I am not sure if the machine is running mod_perl or not, although I think it is. In /etc/httpd/conf.d/perl.conf, I have the following: ------------------------------------------------------------------ LoadModule perl_module modules/mod_perl.so #Alias /perl /var/www/perl #<Directory /var/www/perl> # SetHandler perl-script # PerlResponseHandler ModPerl::Registry # PerlOptions +ParseHeaders # Options +ExecCGI #</Directory> ------------------------------------------------------------------ Do I need to enable the lines from Alias onwards, and then put something in /var/www/perl? Is there some other way to surely verify this? In /var/log/httpd/error_log I *DO NOT* see any reference to mod_perl when the server is stopped/started. httpd.conf is configured with the following: ------------------------------------------------------------------ <IfModule prefork.c> StartServers 8 MinSpareServers 10 MaxSpareServers 25 ServerLimit 256 MaxClients 124 MaxRequestsPerChild 4000 </IfModule> ------------------------------------------------------------------ When I do a 'ps' listing, I can see 10 httpd processes. Whenever I make a request, such as clicking on the QueueView icon or Email Ticket, I see a single "index.pl" process that consumes 98-99% of cpu until the page has loaded and then it exits. I also see a MySQL process that takes up only about 2% cpu time and only when the 'index.pl' is running. I do not see any 'perl' or 'httpd' processes starting/stopping when I load a page. I have read some of the performance tuning section and have added the 'TicketIndexModule' and 'TicketStorageModule' lines. Under Database, I have done the 'optimize {ticket, ticket_history, article}. As far as I can tell, mod_perl is enabled because of the 'LoadModule' line and I see no 'perl' processes so I am assuming that it is working. Please let me know if I am wrong in thinking this. Given this current configuration, I was wondering it there is any way to make this faster? It is quite slow at the moment. Clicking on Email Ticket or QueueView is not as instantaneous as in the demo on the OTRS website. It takes upto 3-4 seconds to load. This doesn't sound too bad, but with 20-30 clients accessing it all the time, the problem is going to get worse isn't it? More memory might help, but I don't think I will be able to obtain it. Would optimising mod_perl help in any way? Or maybe reducing the number of httpd processes to reduce memory usage? Any help much appreciated, Thanks.

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UTF-8 and StdAttachment
by Daniel Wedewardt 04 Jan '08

04 Jan '08

Hi, since we changed the DefaultCharset in Kernel/Config.pm from $Self->{'DefaultCharset'} = 'iso-8859-1'; to $Self->{'DefaultCharset'} = 'utf-8'; we got trouble with StdAttachments. The DefaultCharset of our MySQL database is from first day utf-8 (also while iso-8859-1 is the DefaultCharset in OTRS). A sended answer with a StdAttachment have the double size than it really is. For sure, after receiving the Agent-Response-Mail with the standard attachment, it can't be opened. When we load a new standard attachment to otrs after switching to utf-8 DefaultCharset and use this new standard attachment, the same thing happen. It makes no difference. The table standard_attachment is set to collation utf8_general_ci for fields name, content_type, filename, comments. All other fields aren't affected by collations. The content field also has the binary attribute flag. When we shortly switch bag to iso, the standard attachment have the right size and could be read very well on client side. It looks like, that only database stored attachments are affected by this issue because uploading an attachment while composing an agent response article, the attachment could be read very well on client side. Before I forgot: we're using OTRS 2.2.2. I know, there is OTRS 2.2.4, but I couldn't find any related documented change in logs. Bye Daniel

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Bulk Action - Email Reply
by justinjohnson＠f2s.com 04 Jan '08

04 Jan '08

Hi All, We are running OTRS 2.0.4 and we have a lot of tickets from time to time that we want to give the exact same email reply to. We cannot do this with bulk action as it only allows ud to do notes. Is there a way we can do this for an email reply also? Thanks Justin

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Notify the agent by e-mail when a new ticket is generated in one of the agent's queue
by Aysel Pamuk 04 Jan '08

04 Jan '08

Hello, I want to notify an agent by e-mail when a new ticket is generated in one of its queues. How can I do this? Thank you, Aysel

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Re: [otrs] Ticket Reply
by Mike Lykov 04 Jan '08

04 Jan '08

В сообщении от Thursday 27 December 2007 20:19:55 Julien CHAMPSEIX написал(а): > 1) OTRS send mail notification for a new ticket to an Customer (with > sender= toto(a)toto.com) > 2) When Customer do reply it's reply to titi(a)titi.com search for "reply-to" field, it must be inserted in letters which otrs generate. Mike

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Summary of ticket states
by Clemens Zimmermann 03 Jan '08

03 Jan '08

Hi, I want to generate a daily summary on the states of all open tickets in the system, which are beyond a certain time (escalated) and send this via mail to certain people (e.g. the queue administrators). Has anyone a solution ? Thanks Clemens

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How an agent can see notifications of his tickets generated as customer?
by Antonio Sarmiento 03 Jan '08

03 Jan '08

Hello: I activate in sysconfig parameter Ticket::AgentCanBeCustomer: to YES. But I have the problem how this agent can see the notifications sended by OTRS ?? because the only diference in the screen of his tickest is a link for follow up. Think in the case the agent doesn´t have access to the queue ?? Thanks Antonio

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Re: [otrs] can't login - installation problem (solved?)
by Konstantin webuser 03 Jan '08

03 Jan '08

finally I got it working but only after giving a 777 permission to the '/opt/otrs/Kernel/Config/Files'! After that 'ZZZAAuto.pm' was created by a user 'daemon'. Obviously this user didn't have access rights to the otrs tree structure so it was correct that the login failed. Now I'm wondering where this user is coming from and what's the relation to the 'SetPermissions' script? I didn't see any reference to such a user in the provided documentation! Thanks On Dec 26, 2007 1:28 PM, Konstantin webuser <gvkpkp(a)googlemail.com> wrote: > thanks for your reply. > > I did read that and did follow it right from the beginning! Let me try to > explain the installation so far in more details. > > Its a debian with 2 users. 'user_a:group_a' and 'otrs:otrs'. Apache is > installed and runs from '/home/user_a' directory. I did start apache as > root. 'otrs' belongs to 'group_a' as well so both users ('user_a' and > 'otrs') can read and write to each others directories! > > I started apache as root. Now, I did run: > > SetPermissions /opt/otrs otrs user_a otrs group_a > > I think that the above is correct? What am I doing wrong! > > Thanks > > > On Dec 26, 2007 11:41 AM, Christian Rhomberg <cr-lists(a)ob8.at> wrote: > > > -----BEGIN PGP SIGNED MESSAGE----- > > Hash: SHA1 > > > > Konstantin webuser wrote: > > > any chance to get some attention on this issue? > > > > > Hi, please read this: > > http://doc.otrs.org/2.2/en/html/x354.html > > > > You made this: > > > > SetPermissions /opt/otrs otrs web_server_user otrs group_of_web_user > > > > <<snip>> > > > > The last step to prepare the installation of OTRS is to set the proper > > access rights for the files of the ticket system. You can use the > > script SetPermissions.sh, which is located in the bin directory in the > > home directory of the OTRS user. The script can be executed with the > > following parameters: > > > > SetPermissions.sh { Home directory of the OTRS user } { OTRS user } { > > Web server user } [ Group of the OTRS user ] [ Group of the web server > > user ] > > > > > > <<snap>> > > > > > > > > - -- > > > > > > _________________________________ > > > > Christian Rhomberg > > > > ob8.at | Labor für freie Software > > _________________________________ > > > > Mail: christian.rhomberg(a)ob8.at > > jabber: christian.rhomberg(a)jabber.org > > Mobile: +43(0)699 11465892 > > Web: http://christian.ob8.at > > _________________________________ > > > > -----BEGIN PGP SIGNATURE----- > > Version: GnuPG v1.4.6 (GNU/Linux) > > > > iD8DBQFHciHlN/MrWGb3QDERAtZeAKCc+/W/0h8LHJbmVPPqW37bOPDnagCg4r0f > > QAL/XRxQoOwbDCreUMjzJvI= > > =EZ7l > > -----END PGP SIGNATURE----- > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > >

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Re: otrs Digest, Vol 54, Issue 3
by Antonio Sarmiento 03 Jan '08

03 Jan '08

Peter: Is posible for you send me the Apache config file. It is C:\OTRS\Apache2\conf\httpd.conf, because I identified Apache like the problem. First I wan review the config before to replace the apache version. Thanks and Happy New Year Antonio > Message: 6 > Date: Thu, 3 Jan 2008 08:31:06 +0100 >From: "Peter Hoogkamer" <peter.hoogkamer(a)gmail.com> > Subject: Re: [otrs] The system crashes > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <73aa5bd40801022331h653dc50bna157965fd53acae0(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Hello Gabriele, > > I am using a Windows 2003 server. It's a hp blade server, but had a > test system running on a standard dell desktop (dimension e520) and > had no problems there. > > Gr. > > Peter > > 2008/1/2, Gabriele D'Andrea <gabriele.dandrea(a)ecohmedia.com>: >> What Windows OS are you using? >> >> Previously I was running a test environment on a Windows XP box, and >> sometimes I had to restart Apache, seemed like it took most of the system >> memory then stopped responding. However it was only notebook with little >> resources, and I didn't troubleshoot it cause we moved to a new linux >> server. >> >> Gabriele >> >> ----- Original Message ----- >> From: "Antonio Sarmiento " <asarmiento(a)mi.cl> >> To: <otrs(a)otrs.org> >> Sent: Thursday, December 27, 2007 9:23 PM >> Subject: Re: [otrs] The system crashes >> >> >> Anyway I copy the file, and the error does not occur again,but the system is >> still whit the problem. >> I check all the logs file with the date of the day (apache and mysql) and I >> dind´t find any error at time the systems stpos ?? >> >> Somebody has another hints more than change to Linux. >> >> I Remeber Peter is running over the same winn 2003 server like us, but >> without >> problems. >> >> what other file can I check ? >> What may be falling Apache ? Mysql ?, OTRS ? >> >> where in OTRS may I check what is running ?? >> >> Thanks again >> >> Antonio >> >> >> >> > Date: Thu, 27 Dec 2007 14:49:46 +0400 >> >From: Mike Lykov <combr(a)reg.ru> >> > Subject: Re: [otrs] The system crashes >> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >> > Message-ID: <200712271449.46281.combr(a)reg.ru> >> > Content-Type: text/plain; charset="utf-8" >> > >> > Ð' Ñ?Ð¾Ð¾Ð±Ñ?ÐµÐ½Ð¸Ð¸ Ð¾Ñ, Thursday 27 December 2007 04:44:58 Antonio >> > Sarmiento Ð½Ð°Ð¿Ð¸Ñ?Ð°Ð»(Ð°): >> >> [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not >> >> exist: C:/OTRS/Apache2/htdocs/favicon.ico >> > >> >> There are 2 errors the first was at 11:43 an the second error at 11:57 >> >> but >> >> the system stop al 12:09 more less ?? >> > >> > don't bother this file isn't needed >> > >> > Mike >> > >> >

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Queue and Agent Overview
by Clemens Zimmermann 03 Jan '08

03 Jan '08

Hi, I need an overview which agents are using what queues. Could please anyone give me a hint how to generate a list of all queues and the corresponding agents ? Thanks Clemens

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