- otrs - OTRS mailing lists

Otrs Slow Response/lockup
by Ritchie, Dennis 26 Feb '15

26 Feb '15

Approximately every 2 days, I have to restart Apache and OTRS on my Centos 6.6, Mysql 5.6.16, Perl 5.10.1, and OTRS 4.03 System: This is due to the following: When I open up a browser window to log into the OTRS Application, I get a white screen, if I am already logged in and try to change screens, I get the spinning wheel of death. Restarting Apache gives me a login screen. I see in the Apache Access logs the following: "GET / HTTP/1.1" 302 26 "-" "Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/40.0.2214.28 Safari/537.36" And nothing in the error log at all. I am seeing this approx. the same time as when I have a system slowdown (I have the performance log turned on): Interface: Agent, Module: AgentTicketClose;TicketID=6208, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:34 1 926s 926s 926s Interface: Agent, Module: AgentTicketCompose&AJAXUpdate, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:34 1 926s 926s 926s Interface: Agent, Module: AgentTicketCompose&SendEmail, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:35 1 926s 926s 926s I am seeing this kind of response time in many different areas: Interface: Agent, Module: AgentSearch&AJAX, Interface: Agent, Module: AgentTicketAttachment;ArticleID Interface: Agent, Module: AgentTicketZoom;TicketID= Showing that the system is seeing a 15 1/2 minute time to do a job (if I am reading this correctly). Other than all of the interface(s) being the Agent, Module something, there is nothing else common between all of the slowdowns. Does anyone have any thoughts on where to look? Thank You Dennis Ritchie IT dritchie(a)mtcperformance.com<mailto:dritchie@mtcperformance.com> 847.485.3608 Direct | 847.303.0022 Main | 847.303.0397 Fax MTC Performance 1827 Walden Office Square, Suite 200 Schaumburg, IL 60173 MTCPerformance | spiffs․com

2 3

Problem with Auto Response Subject line
by Scott R. Morgan 26 Feb '15

26 Feb '15

It appears something got changed with the auto response subject line settings on our system. Here is what we have in the Auto Response Subject Line setup: [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> And here is what I am getting back as a customer when I send an email to helpdesk: Actual email subject line: test Auto Response email Subject line received by customer: [MFAH Helpdesk:1001748] [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> I haven't made any changes recently and this WAS working. Do I need to escape any of the text brackets I have defined as part of the response setup subject line? Thank you! Scott R. Morgan

2 5

Re: [otrs] Can't go after Login
by aledr 25 Feb '15

25 Feb '15

Just to point that It seemed to be a rare condition caused by the daylight saving change. Last sunday clock went backward one hour and after that SLA.pm was never finishing to process the tickets. Here is what we have done to solve this: 1 - Change all "open" tickets to "new": UPDATE ticket SET ticket_state_id = 1 WHERE ticket_state_id = 4 2 - Reset times on them: UPDATE ticket SET escalation_time = 0, escalation_update_time = 0, escalation_solution_time = 0, escalation_response_time = 0, timeout = 0 WHERE ticket_state_id = 1 3 - Unlock. UPDATE ticket SET ticket_lock_id = 1 WHERE ticket_state_id = 1 AND ticket_lock_id = 2 Problem solved and OTRS updated to 4.0.6. (If some developer wants do debug it I can send a backup with this behaviour.) Thanks. On Tue, Feb 24, 2015 at 5:11 PM, aledr <matrixworkstation(a)gmail.com> wrote: > Hi! > > We just found that the problem is at Kernel/System/SLA.pm line 275. > It stuck at this query on the database: > > "SELECT service_id FROM service_sla WHERE sla_id = $1 ORDER BY service_id > ASC' > > I expected to see a value in place of "$1". > Any hint from here? > > Thanks. > > On Tue, Feb 24, 2015 at 1:52 AM, aledr <matrixworkstation(a)gmail.com> > wrote: > >> Seems that otrs.GenericAgent.pl have a problem too. >> It keeps running after showing: >> >> Job: 'send escalation notifications' >> - Use module >> (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket >> (...) >> >> Thanks. >> >> On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> >> wrote: >> >>> Hi Carlos! >>> >>> It is 4.0.3 and I can reach https://cloud.otrs.com from it. >>> I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but >>> not "index.pl?Action=AgentDashboard >>> <http://index.pl/?Action=AgentDashboard>" or " >>> index.pl?Action=AgentTicketResponsibleView >>> <http://index.pl/?Action=AgentTicketResponsibleView>" as example. >>> >>> Thanks. >>> >>> On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < >>> carlos.rodriguez(a)otrs.com> wrote: >>> >>>> Hi Aledr, >>>> >>>> If you are using OTRS 4, please make sure you can reach >>>> https://cloud.otrs.com from your OTRS box. >>>> >>>> ((enjoy)) >>>> >>>> Carlos Rodríguez >>>> >>>> >>>> >>>> >>>> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >>>> >>>> Hi there! >>>> >>>> Suddenly I'm not able to go after login on index.pl, but customer.pl >>>> still works normally. >>>> No message on logs, no error, nothing... It just keeps "loading". >>>> >>>> How can I debug this? >>>> >>>> Thanks. >>>> -- >>>> [ ]'s >>>> Aledr - Alexandre >>>> >>>> -- [ ]'s Aledr - Alexandre

1 0

Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi! We just found that the problem is at Kernel/System/SLA.pm line 275. It stuck at this query on the database: "SELECT service_id FROM service_sla WHERE sla_id = $1 ORDER BY service_id ASC' I expected to see a value in place of "$1". Any hint from here? Thanks. On Tue, Feb 24, 2015 at 1:52 AM, aledr <matrixworkstation(a)gmail.com> wrote: > Seems that otrs.GenericAgent.pl have a problem too. > It keeps running after showing: > > Job: 'send escalation notifications' > - Use module > (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket > (...) > > Thanks. > > On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> > wrote: > >> Hi Carlos! >> >> It is 4.0.3 and I can reach https://cloud.otrs.com from it. >> I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but >> not "index.pl?Action=AgentDashboard >> <http://index.pl/?Action=AgentDashboard>" or " >> index.pl?Action=AgentTicketResponsibleView >> <http://index.pl/?Action=AgentTicketResponsibleView>" as example. >> >> Thanks. >> >> On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < >> carlos.rodriguez(a)otrs.com> wrote: >> >>> Hi Aledr, >>> >>> If you are using OTRS 4, please make sure you can reach >>> https://cloud.otrs.com from your OTRS box. >>> >>> ((enjoy)) >>> >>> Carlos Rodríguez >>> >>> >>> >>> >>> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >>> >>> Hi there! >>> >>> Suddenly I'm not able to go after login on index.pl, but customer.pl >>> still works normally. >>> No message on logs, no error, nothing... It just keeps "loading". >>> >>> How can I debug this? >>> >>> Thanks. >>> -- >>> [ ]'s >>> Aledr - Alexandre >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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 >>> >> >> >> >> -- >> [ ]'s >> Aledr - Alexandre >> >> > > > -- > [ ]'s > Aledr - Alexandre >

1 0

Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Seems that otrs.GenericAgent.pl have a problem too. It keeps running after showing: Job: 'send escalation notifications' - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (...) Thanks. On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> wrote: > Hi Carlos! > > It is 4.0.3 and I can reach https://cloud.otrs.com from it. > I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but > not "index.pl?Action=AgentDashboard > <http://index.pl/?Action=AgentDashboard>" or " > index.pl?Action=AgentTicketResponsibleView > <http://index.pl/?Action=AgentTicketResponsibleView>" as example. > > Thanks. > > On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < > carlos.rodriguez(a)otrs.com> wrote: > >> Hi Aledr, >> >> If you are using OTRS 4, please make sure you can reach >> https://cloud.otrs.com from your OTRS box. >> >> ((enjoy)) >> >> Carlos Rodríguez >> >> >> >> >> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >> >> Hi there! >> >> Suddenly I'm not able to go after login on index.pl, but customer.pl >> still works normally. >> No message on logs, no error, nothing... It just keeps "loading". >> >> How can I debug this? >> >> Thanks. >> -- >> [ ]'s >> Aledr - Alexandre >> >> --------------------------------------------------------------------- >> 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 >> >> >> >> --------------------------------------------------------------------- >> 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 >> > > > > -- > [ ]'s > Aledr - Alexandre > > -- [ ]'s Aledr - Alexandre Gerente de T.I. - Equipe Exata T.I. 44 3029-6416 44 9116-3154 (TIM) www.exatati.com.br

1 0

Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi Carlos! It is 4.0.3 and I can reach https://cloud.otrs.com from it. I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but not " index.pl?Action=AgentDashboard <http://index.pl/?Action=AgentDashboard>" or "index.pl?Action=AgentTicketResponsibleView <http://index.pl/?Action=AgentTicketResponsibleView>" as example. Thanks. On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez <carlos.rodriguez(a)otrs.com > wrote: > Hi Aledr, > > If you are using OTRS 4, please make sure you can reach > https://cloud.otrs.com from your OTRS box. > > ((enjoy)) > > Carlos Rodríguez > > > > > On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: > > Hi there! > > Suddenly I'm not able to go after login on index.pl, but customer.pl > still works normally. > No message on logs, no error, nothing... It just keeps "loading". > > How can I debug this? > > Thanks. > -- > [ ]'s > Aledr - Alexandre > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 > -- [ ]'s Aledr - Alexandre

1 0

Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi there! Suddenly I'm not able to go after login on index.pl, but customer.pl still works normally. No message on logs, no error, nothing... It just keeps "loading". How can I debug this? Thanks. -- [ ]'s Aledr - Alexandre

3 2

Broken links in OTRS 4x
by Anders Schjelderup Lyng 23 Feb '15

23 Feb '15

I have 3 instances of OTRS 3 of them is 4.0.5 and the last one is 3.2.13 I have the same links in /opt/otrs/Kernel/config.pm: [ 'UserLogin', 'BitAdmin', 'uid', 1, 1, 'var', 'https://xxx.xxx.no/employee/exact/$Data{"UserLogin"}" TARGET="_blank"', 0 ], After upgrading to 4.0.X the links got broken The links work well in OTRS 3.2.13: https://xxx.xxx.no/employee/exact/userlogin In OTRS 4.0.5 it is broken: https://xxx.xxx.no/employee/exact/$Data%7B Anyone knows how to fix this? Anders S. Lyng

1 0

OTRS Upgrade Path question?
by Lambrecht, Charles (Charles) 23 Feb '15

23 Feb '15

Hello, I am running OTRS 3.2.13. Is my upgrade path first jump to 3.2.16, then to 3.3.10? Then to 4.0.4? Thanks! Regards, Charles Lambrecht --------------------------------------------------- Charles Lambrecht Computer Operations Manager UT College of Veterinary Medicine cgl(a)utk.edu<mailto:cgl@utk.edu> ---------------------------------------------------

2 4

KIX4OTRS 6.0.10 ITSM / OTRS 3.3 :: otrs Digest, Vol 77, Issue 14
by Anna Brakoniecka 22 Feb '15

22 Feb '15

Hello, please update on KIX4OTRS 6.1, becasue the mentioned issue is solved there: http://www.cape-it.de/download-en Please also note that we've changed the release cycle: As announced during the KIX4OTRS customer conference, we have changed the maintenance cycle for KIX4OTRS: * Bugfix-Releases will be published once a month (instead of once in two months) * we maintain three last OTRS frameworks (instead of two) * we maintain just the last feature releases of KIX4OTRS for the relevant OTRS framework (instead of all releases) Currently, we maintain KIX4OTRS 5.1 and 6.1. With release of KIX4OTRS 7 for OTRS 4.0, we will maintain KIX4OTRS 5.1, 6.1 and 7.0. http://www.cape-it.de/en/company/news-en/current-product-news-product-updat… Kind regards, Anna ** Wir treffen uns auf der CeBIT in Hannover ** ** 16.-20.03.2015, Stand H16/015 in Halle 6 ** ** http://www.cape-it.de/cebit ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Mi 18.02.2015 12:56 Betreff:otrs Digest, Vol 77, Issue 14 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11 (??????? ????????) ---------------------------------------------------------------------- Message: 1 Date: Wed, 18 Feb 2015 11:30:27 +0300 From: ??????? ???????? <vtrufanov(a)gmail.com> Subject: [otrs] Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11 To: otrs(a)otrs.org Message-ID: <CAFQEPsftA82Fcxsig-x3Jvwg0ewV_XotABU9np4V_dzwxOGVtA(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello. This error persist on my work copy and clean install. somebody can help me? ????? ??????: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenter[..] Please contact your administrator. ?? ?????? ????????? ????????? ?? ?????? ??? ??????? ?? ?????????? ???????? <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> . <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> ?????? ??????????? Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Feb 18 11:22:36 2015 Message: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 112, near "$CustomerID # KIX4OTRS-capeIT Key" Global symbol "@Result" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 120. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130, near "elsif" Global symbol "$Self" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 151, near "Key" Global symbol "$MaxResults" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 156. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 157, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 169, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 182, near "}" RemoteAddress: 10.1.1.27 RequestURI: /otrs/index.pl Traceback (1544): Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.11) Line: 199 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 54 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 System information: OTRS 3.3.11 -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150218/40c4ce54/attachme…> ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 77, Issue 14 ************************************

2 1