OTRS fails after customer sends attachments
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? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Read review of our FCP to AE solution at Creative Mac... http://creativemac.com/2002/12_dec/reviews/automaticduckfcpsuite.htm
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
On 3/29/03 12:03 AM, "Martin Edenhofer" wrote:
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.
I did, and attachments again did me wrong, so I adjusted the files up to 16MB. On OS X I changed those "max_allowed_packet" variables in: my-huge.cnf my-large.cnf my-medium.cnf my-small.cnf Anyone know if that is not right? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Automatic Composition Import now shipping for Mac OS X! http://www.automaticduck.com/products/auto_comp_import/
On Wed, Apr 02, 2003 at 06:05:42PM -0800, Wes Plate wrote:
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.
I did, and attachments again did me wrong, so I adjusted the files up to 16MB. On OS X I changed those "max_allowed_packet" variables in:
my-huge.cnf my-large.cnf my-medium.cnf my-small.cnf
Anyone know if that is not right?
I think my-huge.cnf, my-large.cnf, my-medium.cnf and my-small.cnf are example files. Not the real config file! Copy one to /etc/my.cnf, check the "max_allowed_packet", restart your mysqld and try it again.
Wes Plate Automatic Duck, Inc.
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson
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Wes Plate