Hi Wes, On Fri, Mar 28, 2003 at 12:54:28PM -0800, Wes Plate wrote:
Maybe it is a coincidence, but a customer replied with a followup to a ticket, and their reply contained three attachments of sizes 1MB, 253KB and 97KB.
I received notification of the followup, but also this report from CRON:
http://66.14.134.209/~wes/otrs/error_message_1.txt
Every four minutes (CRON checks mail every four minutes) I would get another notification, and another report. It seemed that CRON was getting the same followup message-- like it wasn't deleting the message from the server after downloading it.
Also, the attachments were not available it OTRS.
So, I set my email client up with the OTRS mail account and I retrieved the message and the attachments.
Did the attachments kill OTRS? I was able to create another ticket as a test, but is there something seriously wrong now?
Not the OTRS, but the attachment killed the database. You need to set your mysql "max_allowed_packet" size up to ~ 8 MB. There are two TicketStorageModule in OTRS. Kernel::System::Ticket::ArticleStorageDB: ========================================= Is default, store attachments and co into the database. Pro: If your webserver user isn't the otrs user, use this module to have no file permission problems. Contra: It's not really nice to store attachments in your database. Take care that your database is able to store large objects. E. g. MySQL (config) "set-variable = max_allowed_packet=8M" to store 8 MB objects (default is 2M). Kernel::System::Ticket::ArticleStorageFS: ========================================= Store attachments and co in local file system. Note: Use it for larger setups. Pro: Faster! Contra: Your webserver user should be the otrs user (file system permissions!). See also: http://otrs.org/pages/index.pl?Action=Ext&Site=Docu-CVS/performance-tuning.h...
Wes Plate
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 8:55am up 40 days, 19:17, 6 users, load average: 0.05, 0.05, 0.04