Questions After OTRS Migration and Upgrade
Hello, I have migrated our OTRS system from a Linux installation to a Solaris installation. The MySql database has been moved to an EMC data mover. The OTRS system was upgraded from 1.2.3 to 2.2.6. I seem to have 3 intractable problems: 1. It takes about 1 minute, 20 seconds to log into the system and/or whenever you click on "Ticket" when you are somewhere else like in "Admin". Where should I start looking to find out why I'm having such a performance issue? 2. I'm getting messages about the "update_time" for each ticket being extremely old. In fact the system believes that the update time for all the tickets is 1/12/1970!!! I don't think version 1.2.3 had an "update_time" so this is a new "feature" for us. At the moment it is very unwelcome. How to I either get rid of and/or fix "update_time"? 3. We can get to the faqs from http://server_name/otrs/faq.pl but we cannot get to them from the "FAQ" button. I've read other posts to this list that says the permissions need to be changed for each of the FAQ categories, but when I go to "FAQ" I don't see the "Category" button like I did in 1.2.3. Where did it go and how can I fix this? I ran each of the Upgrade scripts against the database that were in $OTRS_HOME/scripts; specifically, DBUpdate-to-1.3.mysql.sql, then DBUpdate-to-2.0.mysql.sql, then DBUpdate-to-2.1.mysql.sql, and finally DBUpdate-to-2.2.mysql.sql. I did not get any errors with each of these upgrades. Any help that the list can provide would be terrific! Thank you, Viele Dank, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122
Hi David, On Do, Apr 24 2008, Buice, David R wrote:
I have migrated our OTRS system from a Linux installation to a Solaris installation. The MySql database has been moved to an EMC data mover. The OTRS system was upgraded from 1.2.3 to 2.2.6.
I seem to have 3 intractable problems:
1. It takes about 1 minute, 20 seconds to log into the system and/or whenever you click on "Ticket" when you are somewhere else like in "Admin". Where should I start looking to find out why I'm having such a performance issue?
Is mod_perl used? Regarding MySQL, you may find the "mysql performance primer script" http://www.day32.com/MySQL/ useful. It checks your MySQL configuration and gives some optimization recommendations.
2. I'm getting messages about the "update_time" for each ticket being extremely old. In fact the system believes that the update time for all the tickets is 1/12/1970!!! I don't think version 1.2.3 had an "update_time" so this is a new "feature" for us. At the moment it is very unwelcome. How to I either get rid of and/or fix "update_time"?
Setting the update time to 0 for all your queues should stop the notifications.
3. We can get to the faqs from http://server_name/otrs/faq.pl but we cannot get to them from the "FAQ" button. I've read other posts to this list that says the permissions need to be changed for each of the FAQ categories, but when I go to "FAQ" I don't see the "Category" button like I did in 1.2.3.
Do you have read/write permissions in the faq_admin group? cheers Henning -- Henning Oschwald ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
Henning Oschwald wrote:
Regarding MySQL, you may find the "mysql performance primer script" http://www.day32.com/MySQL/ useful. It checks your MySQL configuration and gives some optimization recommendations.
Also check out MySQLTuner which is based on this: http://mysqltuner.com/ Nils Breunese.
Many thanks to Henning Oschwald as I work on resolving my 3 issues after migrating from OTRS 1.2.3 to 2.2.6. At the moment I have solved the FAQ issue where the FAQs could not be seen in the internal agent view. I needed to give permission to the FAQ categories. The problem was that when I clicked on the FAQ icon I was not seeing a category icon. My OTRS 1.2.3 database did not have a faq_admin group. I clicked on "sysconfig" under the "Admin" area. I then changed the Group selection: to "FAQ" and then clicked on the subgroup "Frontend::Agent::ModuleRegistration". It was here that I found that the faq_admin group had authority over "Language" and "Category". I debated whether or not to change the group from faq_admin to faq. In the end, I decided to create the group faq_admin and give myself and a couple of other trusted administrators rw privileges to this group. I logged out of OTRS, logged back in and now the Language and Category appeared in my toolbar. Now that I had the Category icon I was able to assign group permissions to each of the FAQ categories. Now I can bring up the FAQ subjects within the agent area of OTRS Thanks again to Henning. Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122
participants (4)
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Buice, David R -
Drover, Matt -
Henning Oschwald -
Nils Breunese (Lemonbit)