Hi there, I am using OTRS since v0.8 ( more than 3 years history) and it gets bigger and bigger: - Database = 5.9 Gb; - More than 1.4 ml records in article table and 0.4 ml records in the ticket table; - The attachments are stored in FS mode and those are exceeding 250 Gb. - About 25 operators with concurrent access I am using v2.0.2 on a Linux + MySql installation. The problem is that OTRS is moving slowly and slowly, for example changing the owner of the ticket might take 20-25 seconds. Setting a free field the same. I had to disable search option in body and subject as those will take forever. Does anyone encountered similar issues or has any suggestions what other DB (oracle) will perform better? Thank you for your attention. Daniel
Daniel Balan wrote:
I am using OTRS since v0.8 ( more than 3 years history) and it gets bigger and bigger:
- Database = 5.9 Gb;
- More than 1.4 ml records in article table and 0.4 ml records in the ticket table;
- The attachments are stored in FS mode and those are exceeding 250 Gb.
- About 25 operators with concurrent access
I am using v2.0.2 on a Linux + MySql installation.
The problem is that OTRS is moving slowly and slowly, for example changing the owner of the ticket might take 20-25 seconds. Setting a free field the same.
I had to disable search option in body and subject as those will take forever.
Does anyone encountered similar issues or has any suggestions what other DB (oracle) will perform better?
Have you checked it's de database queries that take a long time? I do hope you're using mod_perl and don't run OTRS in CGI mode? Nils Breunese.
mod_perl for sure. There are queries running for hundreds and hundreds seconds. Daniel -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Thursday, July 19, 2007 8:09 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] performances Daniel Balan wrote:
I am using OTRS since v0.8 ( more than 3 years history) and it gets bigger and bigger:
- Database = 5.9 Gb;
- More than 1.4 ml records in article table and 0.4 ml records in the ticket table;
- The attachments are stored in FS mode and those are exceeding 250 Gb.
- About 25 operators with concurrent access
I am using v2.0.2 on a Linux + MySql installation.
The problem is that OTRS is moving slowly and slowly, for example changing the owner of the ticket might take 20-25 seconds. Setting a free field the same.
I had to disable search option in body and subject as those will take forever.
Does anyone encountered similar issues or has any suggestions what other DB (oracle) will perform better?
Have you checked it's de database queries that take a long time? I do hope you're using mod_perl and don't run OTRS in CGI mode? Nils Breunese.
I want that if a ticket is generated, it not only goes to the specific Queue but also to the email address associated with that Queue?? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of BALAN, Daniel Sent: Friday, July 20, 2007 12:58 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] performances mod_perl for sure. There are queries running for hundreds and hundreds seconds. Daniel -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Thursday, July 19, 2007 8:09 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] performances Daniel Balan wrote:
I am using OTRS since v0.8 ( more than 3 years history) and it gets bigger and bigger:
- Database = 5.9 Gb;
- More than 1.4 ml records in article table and 0.4 ml records in the ticket table;
- The attachments are stored in FS mode and those are exceeding 250 Gb.
- About 25 operators with concurrent access
I am using v2.0.2 on a Linux + MySql installation.
The problem is that OTRS is moving slowly and slowly, for example changing the owner of the ticket might take 20-25 seconds. Setting a free field the same.
I had to disable search option in body and subject as those will take forever.
Does anyone encountered similar issues or has any suggestions what other DB (oracle) will perform better?
Have you checked it's de database queries that take a long time? I do hope you're using mod_perl and don't run OTRS in CGI mode? Nils Breunese. _______________________________________________ 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/ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
Munawar Zeeshan wrote:
I want that if a ticket is generated, it not only goes to the specific Queue but also to the email address associated with that Queue??
Agents can be notified (see the docs on notifications), but not queue addresses. Sending an email to the queue address would generate another ticket (infinite loop). E-mail notifications can be sent to agents. Nils Breunese.
I still confused...Can u bother to elaborate little more??
I want that if a ticket is generated, it not only goes to the specific Queue but also to the email address associated with that Queue??
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Friday, July 20, 2007 2:52 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mail to Agent Munawar Zeeshan wrote: Agents can be notified (see the docs on notifications), but not queue addresses. Sending an email to the queue address would generate another ticket (infinite loop). E-mail notifications can be sent to agents. Nils Breunese. No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
Munawar Zeeshan wrote:
I still confused...Can u bother to elaborate little more??
Have you read the documentation on notifications? http://doc.otrs.org/2.2/en/html/x995.html Nils Breunese.
O.k. I done it... Infect I m right on the track...i.e; Making that Specific QUEUE the Default queue(My Queue) of the User and then enabling notifications for that user. But the OTRS is consuming some time for enabling the Email of the user. After some time it starts sending the Emails to that user with the same settings.. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Friday, July 20, 2007 4:45 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mail to Agent Munawar Zeeshan wrote:
I still confused...Can u bother to elaborate little more??
Have you read the documentation on notifications? http://doc.otrs.org/2.2/en/html/x995.html Nils Breunese. No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
For a user, I want to enable Escalation notification in the User preferences. But I can find it there; I think it has to be get enabled from Sysconfig. Can anyone guide? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
In order to sent emails notifications to each AGENT when a new ticket arrives, I have done this. I created a new queue e.g; xyz. In the Email addresses I added the email address xyx@xyz.com for QUEUE xyz. Then I created a user and a group abc. The group has only permission for XYZ queue, added tht user to that group and set the MY Queues of user as xyz. Now I created two users. Mail is sending quite normally to them, but when I added more users, thy are unable to receive the email while the first 2 users continuously receiving mail notifications when new tickets arrives. Mail notification is enabled for all users' preferences. Any one any idea or better way to do this thing ?? Thanks -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Munawar Zeeshn Sent: Friday, July 20, 2007 5:35 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] Escalation Notification For a user, I want to enable Escalation notification in the User preferences. But I can find it there; I think it has to be get enabled from Sysconfig. Can anyone guide? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM _______________________________________________ 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/ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM
Did you remember to insert the newly created users to the xyz queue, and to
select the xyz queue into MyQueues for the new users?
Gabriele
----- Original Message -----
From: "Munawar Zeeshan"
In order to sent emails notifications to each AGENT when a new ticket arrives, I have done this.
I created a new queue e.g; xyz. In the Email addresses I added the email address xyx@xyz.com for QUEUE xyz. Then I created a user and a group abc. The group has only permission for XYZ queue, added tht user to that group and set the MY Queues of user as xyz.
Now I created two users. Mail is sending quite normally to them, but when I added more users, thy are unable to receive the email while the first 2 users continuously receiving mail notifications when new tickets arrives.
Mail notification is enabled for all users' preferences.
Any one any idea or better way to do this thing ??
Thanks
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Munawar Zeeshn Sent: Friday, July 20, 2007 5:35 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] Escalation Notification
For a user, I want to enable Escalation notification in the User preferences. But I can find it there; I think it has to be get enabled from Sysconfig. Can anyone guide?
No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
_______________________________________________ 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/
No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM
_______________________________________________ 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/
Yes xyz queue is in the MyQueues for the new users
Have u another workaround to accomplish the same thing ??
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Gabriele D'Andrea
Sent: Saturday, July 21, 2007 4:37 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] EMail notificatin
Did you remember to insert the newly created users to the xyz queue, and to
select the xyz queue into MyQueues for the new users?
Gabriele
----- Original Message -----
From: "Munawar Zeeshan"
In order to sent emails notifications to each AGENT when a new ticket arrives, I have done this.
I created a new queue e.g; xyz. In the Email addresses I added the email address xyx@xyz.com for QUEUE xyz. Then I created a user and a group abc. The group has only permission for XYZ queue, added tht user to that group and set the MY Queues of user as xyz.
Now I created two users. Mail is sending quite normally to them, but when I added more users, thy are unable to receive the email while the first 2 users continuously receiving mail notifications when new tickets arrives.
Mail notification is enabled for all users' preferences.
Any one any idea or better way to do this thing ??
Thanks
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Munawar Zeeshn Sent: Friday, July 20, 2007 5:35 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] Escalation Notification
For a user, I want to enable Escalation notification in the User preferences. But I can find it there; I think it has to be get enabled from Sysconfig. Can anyone guide?
No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
_______________________________________________ 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/
No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM
_______________________________________________ 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/
_______________________________________________ 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/ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM
Ref to the mailing list on OTRS where I found this post we sent escalation notifications through a generic agent job. When this job runs, it checks whether tickets are escalated. For every escalated ticket, a mail es sent to every agent that has defined the queue the ticket is assigned to as his personal queue among others I am also interested to have the same escalation notifications, but these notifications being sent to our bosses. I can t fine any relevant info in the GenericAgent,No TICKET ESCALTION like thing under STATE. Additionally how to enable escalation notification in the users preferences like New ticket notifications?? Thanks Z Munawar -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Friday, July 20, 2007 4:45 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mail to Agent Munawar Zeeshan wrote:
I still confused...Can u bother to elaborate little more??
Have you read the documentation on notifications? http://doc.otrs.org/2.2/en/html/x995.html Nils Breunese. No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM
participants (5)
-
BALAN, Daniel -
Gabriele D'Andrea -
Munawar Zeeshan -
Munawar Zeeshn
-
Nils Breunese (Lemonbit)