Re: [otrs] Apache settings (besides mod_perl) to make OTRS run faster.

[Steve Morrey]

Sounds like apache (or more likely one of the mods you have installed) may
be leaking memory.
I'ld reboot the server, then launch top and watch it for a few hours to see
if anything particular is spiking memory usage.
If you notice apache is consuming more and more resources, while sitting
idle, try using the config file to disable all the modules and re-enable
them one at a time (maybe even a new one each day), and see if memory usage
changes.

If apache is not the main memory culprit others to check may be mysql, ftp,
or even  some errant cron job or another.

I know on our main server running SuSE 10.2 the updater mechanism would hang
forever and just eat memory until I removed the auto update function and
started running updates manually.


Sincerely,
Steven Morrey

On 3/11/08, Nielson, Adam <[EMAIL PROTECTED]> wrote:
>
>  Its a local webserver on our LAN.
>
> IE appears to be set properly... I have no other problems like this on
> other servers or sites.
>
> Then entire site works fine and loads, its just after apache has ran
> awhile it gets worse and worse until the point it times out and/or never
> loads.
>
> Nothing really in the apache logs at all... there is some SSL error logs
> about the CN being set to localhost.localdomain... but im not using SSL.
>
>
> I also still do not have mod_perl running and cannot figure it out.
>
> Ive tried running it in conf.d/perl.conf and/or otrs.conf.
>
> I have apache setting the documentroot to /opt/otrs/bin/cgi-bin to make it
> the default page and no virtual hosts.
>
> I have tried setting this in otrs.conf and keeping the default settings
> for mod_perl, but when I try the "test" to see if mod_perl is running
>
> " /index.pl?Action=foo " to see in the error if it says its being ran by
> mod_perl, it is not...
>
> Everything seems to work just fine, its just HORRIBLY slow and I cannot
> figure out why.
>
> The system (cpu, ram, swap) is all fine and idle, the server has plenty of
> throughput... its gotta be mod_perl, apache, etc..
>
>
>
>  --
> *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of
> *Steve Morrey
> *Sent:* Tuesday, March 11, 2008 2:37 PM
> *To:* User questions and discussions about OTRS.org
> *Subject:* Re: [otrs] Apache settings (besides mod_perl) to make OTRS run
> faster.
>
> Might want to check for proxy and caching before you worry about apache
> settings.
> Some ISPs will cache page data to "make it load faster", however with the
> dynamic nature of OTRS pages, this is ineffective and can actually slow
> things down.
> The other thing to check is in the browser(s) that you are using.
> Make sure you DO have at least 50-100MB of cache space set aside for
> internet usage.
> Your browser will then load the cached images from the hard-drive, rather
> than request them from the server.
>
> One way you can check to see if the images are being requested at each
> view or if they are being cached by the ISP's proxy servers is to locate
> your apache access logs and look to see if the same images are being
> requested by the same IP addresses frequently.
>
> Finally one other thing that can slow you down, are simple stupid
> permissions errors, they may be something minor like a piece of javascript
> not having the perms set correctly.
> The easiest way to check for this would be to look in your apache error
> logs and see what errors are popping up.
>
> If apache has no errors it will tend to run 2-3 times faster than it will
> with even only a couple of relatively minor errors.
> This is because each request will generate at least one and possibly 2
> entries, an access entry and an error entry.
> Some requests may happen 4 or 5 times for a single page load.  If you can
> eliminate the error entry (by solving the error), you could see a dramatic
> speed up.
>
> Sincerely,
> Steve Morrey
>
>
>
> On 3/11/08, Nielson, Adam <[EMAIL PROTECTED]> wrote:
> >
> > Any certain settings or variables I can check/play with to make OTRS run
> > faster.
> >
> > It takes forever (after a lot of use) to load the graphics, for a
> > certain page to load up, etc.  Sometimes it just times out.  Sometimes I
> > just have to re-click the link to get it to work.
> >
> > Running on RHEL 5 with latest patches.
> >
> > Apache 2.2.3, etc
> >
> >
> > Thank you,
> >
> >
> > Adam Nielson
> > ___
> > 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/
> >
>
>
> ___
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> Archive: http://lists.otrs.org/pipermail/otrs
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> Support or consulting for your OTRS system?
> => http://www.otrs.com/
>
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RE: [otrs] Apache settings (besides mod_perl) to make OTRS run faster.

[Nielson, Adam]

Its a local webserver on our LAN.

IE appears to be set properly... I have no other problems like this on other 
servers or sites.

Then entire site works fine and loads, its just after apache has ran awhile it 
gets worse and worse until the point it times out and/or never loads.

Nothing really in the apache logs at all... there is some SSL error logs about 
the CN being set to localhost.localdomain... but im not using SSL.


I also still do not have mod_perl running and cannot figure it out.

Ive tried running it in conf.d/perl.conf and/or otrs.conf.

I have apache setting the documentroot to /opt/otrs/bin/cgi-bin to make it the 
default page and no virtual hosts.

I have tried setting this in otrs.conf and keeping the default settings for 
mod_perl, but when I try the "test" to see if mod_perl is running

" /index.pl?Action=foo " to see in the error if it says its being ran by 
mod_perl, it is not...

Everything seems to work just fine, its just HORRIBLY slow and I cannot figure 
out why.

The system (cpu, ram, swap) is all fine and idle, the server has plenty of 
throughput... its gotta be mod_perl, apache, etc..




From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steve Morrey
Sent: Tuesday, March 11, 2008 2:37 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Apache settings (besides mod_perl) to make OTRS run faster.

Might want to check for proxy and caching before you worry about apache 
settings.
Some ISPs will cache page data to "make it load faster", however with the 
dynamic nature of OTRS pages, this is ineffective and can actually slow things 
down.
The other thing to check is in the browser(s) that you are using.
Make sure you DO have at least 50-100MB of cache space set aside for internet 
usage.
Your browser will then load the cached images from the hard-drive, rather than 
request them from the server.

One way you can check to see if the images are being requested at each view or 
if they are being cached by the ISP's proxy servers is to locate your apache 
access logs and look to see if the same images are being requested by the same 
IP addresses frequently.

Finally one other thing that can slow you down, are simple stupid permissions 
errors, they may be something minor like a piece of javascript not having the 
perms set correctly.
The easiest way to check for this would be to look in your apache error logs 
and see what errors are popping up.

If apache has no errors it will tend to run 2-3 times faster than it will with 
even only a couple of relatively minor errors.
This is because each request will generate at least one and possibly 2 entries, 
an access entry and an error entry.
Some requests may happen 4 or 5 times for a single page load.  If you can 
eliminate the error entry (by solving the error), you could see a dramatic 
speed up.

Sincerely,
Steve Morrey



On 3/11/08, Nielson, Adam <[EMAIL PROTECTED]> wrote:
Any certain settings or variables I can check/play with to make OTRS run faster.

It takes forever (after a lot of use) to load the graphics, for a certain page 
to load up, etc.  Sometimes it just times out.  Sometimes I just have to 
re-click the link to get it to work.

Running on RHEL 5 with latest patches.

Apache 2.2.3, etc


Thank you,


Adam Nielson
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Re: [otrs] Apache settings (besides mod_perl) to make OTRS run faster.

[Steve Morrey]

Might want to check for proxy and caching before you worry about apache
settings.
Some ISPs will cache page data to "make it load faster", however with the
dynamic nature of OTRS pages, this is ineffective and can actually slow
things down.
The other thing to check is in the browser(s) that you are using.
Make sure you DO have at least 50-100MB of cache space set aside for
internet usage.
Your browser will then load the cached images from the hard-drive, rather
than request them from the server.

One way you can check to see if the images are being requested at each view
or if they are being cached by the ISP's proxy servers is to locate your
apache access logs and look to see if the same images are being requested by
the same IP addresses frequently.

Finally one other thing that can slow you down, are simple stupid
permissions errors, they may be something minor like a piece of javascript
not having the perms set correctly.
The easiest way to check for this would be to look in your apache error logs
and see what errors are popping up.

If apache has no errors it will tend to run 2-3 times faster than it will
with even only a couple of relatively minor errors.
This is because each request will generate at least one and possibly 2
entries, an access entry and an error entry.
Some requests may happen 4 or 5 times for a single page load.  If you can
eliminate the error entry (by solving the error), you could see a dramatic
speed up.

Sincerely,
Steve Morrey



On 3/11/08, Nielson, Adam <[EMAIL PROTECTED]> wrote:
>
> Any certain settings or variables I can check/play with to make OTRS run
> faster.
>
> It takes forever (after a lot of use) to load the graphics, for a certain
> page to load up, etc.  Sometimes it just times out.  Sometimes I just have
> to re-click the link to get it to work.
>
> Running on RHEL 5 with latest patches.
>
> Apache 2.2.3, etc
>
>
> Thank you,
>
>
> Adam Nielson
> ___
> 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/
>
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[otrs] Apache settings (besides mod_perl) to make OTRS run faster.

[Nielson, Adam]

Any certain settings or variables I can check/play with to make OTRS run faster.

It takes forever (after a lot of use) to load the graphics, for a certain page 
to load up, etc.  Sometimes it just times out.  Sometimes I just have to 
re-click the link to get it to work.

Running on RHEL 5 with latest patches.

Apache 2.2.3, etc


Thank you,


Adam Nielson
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Re: [otrs] OTRS Mail Relay function

[Nils Breunese (Lemonbit)]

Steve Morrey wrote:


In essence what we require is an OTRS email relay function.

Here is a breakdown of what should happen.
Customer sends an email to [EMAIL PROTECTED]
A ticket is created in OTRS and assigned to a support person,  
whomever was next in que (lets call the support person Joe).

When the ticket is generated a notification email is sent to Joe.
The notification should contain not only the notice that a new  
ticket exists, but also the full text of the original customer email.
The support person, then replies from his outlook, blackberry or  
whatever email client, which is routed back through OTRS for  
tracking purposes, and then forwarded to the client.


Now here's the trick.
We don't want to expose Joes email address to the client, and we  
don't want Joe to respond directly to the clients email either.
Essentially all the email should go through [EMAIL PROTECTED], with  
OTRS handling the stripping and replacing TO and FROM as needed.
If there is any back and forth it should proceed exactly like this,  
except that all questions (on the same issue), should keep going to  
the same support person, for continuity purposes.


I sent an email to [EMAIL PROTECTED] and they say that the feature is  
already in OTRS but I cannot seem to find it anywhere, nor  
instructions on how to enable it.
I've read through the admin manual and maybe I'm missing something  
critical, could someone please explain to me how this can be done?


I don't believe OTRS lets agents reply to tickets by e-mail.

Nils Breunese.
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Re: [otrs] Backup.PL

[27spots]

I'm running FC3. Old distro, but OTRS works well.

Odd, I did a yum install which and it installed. The odd thing is, I've been
able to use the "which" command before doing that just now.

In any case, that did it! Thanks.




On Tue, Mar 11, 2008 at 2:04 PM, Steve Morrey <[EMAIL PROTECTED]>
wrote:

> You need to install the "which" command.
> It should be pre-installed in most linux distros.
> What distro are you using?
>
> Sincerely,
> Steve Morrey
>
>   On 3/11/08, 27spots <[EMAIL PROTECTED]> wrote:
>
> >   Hello,
> >
> > I'm trying to run a backup of OTRS using the backup.pl script, but is
> > bombing out with the error below. Any help would be greatly appreciated.
> > Thank you in advance!
> >
> >
> > Can't exec "which": No such file or directory at ./backup.pl line 123,
> >  line 4.
> > readline() on closed filehandle IN at ./backup.pl line 124.
> > ERROR: Can't locate cp!
> >
> > I am running OTRS 2.2.4.
> >
> > The backup.pl script version is:
> > # scripts/backup.pl - the backup script
> > # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/
> > # --
> > # $Id: backup.pl,v 1.9.2.1 2007/10/24 16:08:45 mh Exp $
> > # --
> >
> > ___
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> > 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/
> >
>
>
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>
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Re: [otrs] Backup.PL

[Steve Morrey]

You need to install the "which" command.
It should be pre-installed in most linux distros.
What distro are you using?

Sincerely,
Steve Morrey

On 3/11/08, 27spots <[EMAIL PROTECTED]> wrote:
>
> Hello,
>
> I'm trying to run a backup of OTRS using the backup.pl script, but is
> bombing out with the error below. Any help would be greatly appreciated.
> Thank you in advance!
>
>
> Can't exec "which": No such file or directory at ./backup.pl line 123,
>  line 4.
> readline() on closed filehandle IN at ./backup.pl line 124.
> ERROR: Can't locate cp!
>
> I am running OTRS 2.2.4.
>
> The backup.pl script version is:
> # scripts/backup.pl - the backup script
> # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/
> # --
> # $Id: backup.pl,v 1.9.2.1 2007/10/24 16:08:45 mh Exp $
> # --
>
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[otrs] Backup.PL

[27spots]

Hello,

I'm trying to run a backup of OTRS using the backup.pl script, but is
bombing out with the error below. Any help would be greatly appreciated.
Thank you in advance!


Can't exec "which": No such file or directory at ./backup.pl line 123,
 line 4.
readline() on closed filehandle IN at ./backup.pl line 124.
ERROR: Can't locate cp!

I am running OTRS 2.2.4.

The backup.pl script version is:
# scripts/backup.pl - the backup script
# Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/
# --
# $Id: backup.pl,v 1.9.2.1 2007/10/24 16:08:45 mh Exp $
# --
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[otrs] OTRS Mail Relay function

[Steve Morrey]

Hello,

In essence what we require is an OTRS email relay function.

Here is a breakdown of what should happen.
Customer sends an email to [EMAIL PROTECTED]
A ticket is created in OTRS and assigned to a support person, whomever was
next in que (lets call the support person Joe).
When the ticket is generated a notification email is sent to Joe.
The notification should contain not only the notice that a new ticket
exists, but also the full text of the original customer email.
The support person, then replies from his outlook, blackberry or whatever
email client, which is routed back through OTRS for tracking purposes, and
then forwarded to the client.

Now here's the trick.
We don't want to expose Joes email address to the client, and we don't want
Joe to respond directly to the clients email either.
Essentially all the email should go through [EMAIL PROTECTED], with OTRS
handling the stripping and replacing TO and FROM as needed.
If there is any back and forth it should proceed exactly like this, except
that all questions (on the same issue), should keep going to the same
support person, for continuity purposes.

I sent an email to [EMAIL PROTECTED] and they say that the feature is already
in OTRS but I cannot seem to find it anywhere, nor instructions on how to
enable it.
I've read through the admin manual and maybe I'm missing something critical,
could someone please explain to me how this can be done?

Thanks in advance,

Sincerely,
Steve Morrey
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[otrs] Ticket Creation Time Stamp Edit

[Bryan White]

I want to be able to change the timestamp that a ticket is created with.
Certain times I am working away from the computer and can't immediately
put new tickets into the system.  I end up going back a while later and
entering all my tickets in however, the timestamp shows the time that I
entered the tickets, not the time I actually started working on the
ticket.  Is there a way to change the ticket creation time stamp so my
times are correctly corresponding to my work?

 

-Bryan

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RE: [otrs] New user add problem

[Peter van Beugen]

Resolve your DNS problem of disable the MX record check in OTRS (in Config.pm):

B.1.1.14. CheckMXRecord

Description

Value

Description:

Check the MX record of email addresses before sending an email?

Group:

Framework

SubGroup:

Core

Valid:

1

Required:

1

Config-Setting:

$Self->{'CheckMXRecord'} =  '1';

 

 

à  $Self->{'CheckMXRecord'} =  '0';

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Aysel Pamuk
Verzonden: dinsdag 11 maart 2008 11:06
Aan: otrs@otrs.org
Onderwerp: [otrs] New user add problem

 

 

I have installed OTRS 2.2.5 .

 

I want to add a new user bt received the error:

Email address ([EMAIL PROTECTED]) not valid (invalid [EMAIL PROTECTED] (DNS 
problem: no nameservers)! )! 

 

What should I do?

 

Thanks in afvance,

Aysel Pamuk

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RE: [otrs] New user add problem

[Klaus Bruno]

either disable the mx record check in otrs or ensure, your otrs server
is able to resolve the domains (correct configured /etc/resolve.conf
assumed you're on Unix)

regards,
Bruce

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Aysel Pamuk
Sent: Tuesday, March 11, 2008 11:06 AM
To: otrs@otrs.org
Subject: [otrs] New user add problem

 
I have installed OTRS 2.2.5 .
 
I want to add a new user bt received the error:
Email address ([EMAIL PROTECTED]) not valid (invalid
[EMAIL PROTECTED] (DNS problem: no nameservers)! )! 
 
What should I do?
 
Thanks in afvance,
Aysel Pamuk
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[otrs] New user add problem

[Aysel Pamuk]

 
I have installed OTRS 2.2.5 .
 
I want to add a new user bt received the error:
Email address ([EMAIL PROTECTED]) not valid (invalid [EMAIL PROTECTED] (DNS 
problem: no nameservers)! )! 
 
What should I do?
 
Thanks in afvance,
Aysel Pamuk
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RE: - RE: [otrs] Hello World - Email found in subject

[Arnold Ligtvoet]

Hi Don and Steve,

 

Welcome. I don't believe that there are any OTRS forums, the mailing
list is all I use.

 

@Don : the message that you are seeing means that you have not renamed
the genericagent file (probably). As you are in a windows environment I
presume you've installed OTRS in c:\otrs.

 

Go to 'C:\OTRS\otrs\Kernel\Config'. In there you should see a couple of
files among which:

-  GenericAgent.pm.dist

-  GenericAgent.pm.examples

 

Rename the GenericAgent.pm.dist file to GenericAgent.pm (just remove
.dist) and the message should disappear. 

 

As for the mails not being send can you give some more information. Is
the windows server also mailserver? Do you use a different server for
mail? Mail log files from the mailserver?

 

Regards,
Arnold.

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Don Roach
Sent: dinsdag 11 maart 2008 1:03
To: 'User questions and discussions about OTRS.org'
Subject: [SPAM] - RE: [otrs] Hello World - Email found in subject

 

Hi from another newbie

I like what I see and am toying with it.

Does anyone have advice on this message?

[Mon Mar 10 19:40:08 2008][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
Module 'Kernel::Config::GenericAgent' not found!

Also, I can not seem to get the Queue to respond with an email to the
ticket creator.

Any advice?

My OTRS is running in a Windows 2003 environment.

Thanks all

Don

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Steve Morrey
Sent: Monday, March 10, 2008 7:26 PM
To: otrs@otrs.org
Subject: [otrs] Hello World

 

Howdy everyone,

Kind of new to OTRS and figured I'ld drop a line and say hello.
By the way does OTRS have any forums?

Sincerely,
Steve Morrey

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