[otrs] OTRS performance tuning

[Patrick Schiess]

hi everyone,

 

i have loaded the OTRS support package which should analyze my system. well, after running this package i have two critical points to review:

 

Apache::DBI                 Apache::DBI should be used to get a better performance (pre establish database connections).             Critical

Apache::Reload            You should use mod_perl to increase your performance very strong!                                                   Critical

 

well i searched all over the internet and couldn’t find anything on this two points. as i guess, this is not really a OTRS issue but more a apache issue... unfortunately i am not really familiar with apache... so hopefully someone of you guys can give a clue.

 

thanks a lot.

 

regards,

patrick.

[CARNINO Daniele (FIAT SERVICES)]

If you tell us what kind of operating system you use (Debian? Suse? Windows?), maybe someone can help you more accurately...

 

Ciao, d.

---

Da: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Per conto di Patrick Schiess
Inviato: mercoledì 24 settembre 2008 11.26
A: 'User questions and discussions about OTRS.'
Oggetto: [otrs] OTRS performance tuning

[Patrick Schiess]

sure... ;-) sorry, i forgot that... seems to be important... ;-)

 

i am running otrs on a suse enterprise 10 system...

 

regards,

patrick.

[CARNINO Daniele (FIAT SERVICES)]

Sorry but I'm not that skilled on Suse, since I use Debian.

But I assume you should activate mod_perl and dbi on your apache server (is it Apache2, right?)

For example, on Debian I should install apache, dbi and mod_perl by issuing:

 

apt-get install apache2

apt-get install apache2-perl-mod

apt-get install apache-dbi-perl 

 

then, I put a file /etc/apache2/conf.d/otrs containing the following directives:

 

# --
# added for OTRS (http://otrs.org/)
# $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin Exp $
# --

 

# agent, admin and customer frontend
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

 

#Persistent connections#
PerlModule Apache::DBI

 

# if mod_perl is used
<IfModule mod_perl.c>

 

    # load all otrs modules
    Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl

 

    # Apache::Reload - Reload Perl Modules when Changed on Disk
    PerlModule Apache2::Reload
    PerlInitHandler Apache2::Reload
    PerlModule Apache2::RequestRec

 

    # set mod_perl2 options
    <Location /otrs>
#        ErrorDocument 403 /otrs/customer.pl
        ErrorDocument 403 /otrs/index.pl
        SetHandler  perl-script
        PerlResponseHandler ModPerl::Registry
        Options +ExecCGI
        PerlOptions +ParseHeaders
        PerlOptions +SetupEnv
        Order allow,deny
        Allow from all
    </Location>

 

</IfModule>

 

# directory settings
<Directory "/opt/otrs/bin/cgi-bin/">
    AllowOverride None
    Options +ExecCGI -Includes
    Order allow,deny
    Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
    AllowOverride None
    Order allow,deny
    Allow from all
</Directory>

 

# MaxRequestsPerChild (so no apache child will be to big!)
MaxRequestsPerChild 400

 

 

and, restarting apache, everithing works.

 

Hope this helps.

 

Ciao, d.

 

---

Da: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Per conto di Patrick Schiess

Inviato: mercoledì 24 settembre 2008 12.06

A: 'User questions and discussions about OTRS.'

Oggetto: Re: [otrs] OTRS performance tuning

[Patrick Schiess]

daniele,

 

thanks a lot for your reply.

 

unfortunately i can’t solve this mod_perl issue. i already had all this packages (apache2, apache2-perl-mod and apache-dbi-perl) installed... and when i had a look on the otrs.conf file i recognized that everything was exactly the same like the one you posted in... except this line:

 

PerlModule Apache::DBI

 

but as far as i put this line into this configuration file, i get an error when i try to start my apache:

 

“Invalid command ‘PerlModule’, perhaps misspelled or defined by a module not included in the server configuration”

 

well, i checked the spelling and everything was fine. i think the problem is that first of all the module has to be included in the apache configuration... but i am not sure how to do this. any idea? i was trying to add a line containing something like that:

 

LoadModule perl_module ../apache2/mod_perl.so

 

but i don’t know where to add this line... httpd.conf? apache-httpd.conf? apache2-httpd.include.conf? sorry, but maybe you can explain me what is the difference between all this httpd configuration files...

 

thanks a lot.

 

regards,

patrick.

 

[Patrick Schiess]

ok, finally i could load the mod_perl into the apache configuration... so this seems to work fine now...

 

but i have still the issue that, when i include the following to line into the apache2-perl-startup.pl:

 

use Apache2::DBI ();

Apache2::DBI->connect_on_init(‘DBI:mysql:db’,’user’,’pw’); [of course this are just examples]

 

i get this error in the error_log file of the apache:

 

Can’t load Perl module Apache2::DBI for server MYSERVER, exiting

 

when i comment the two lines in question and use instead:

 

use DBI ();

use DBD::mysql ();

 

everything works perfect!

 

any idea?

 

thanks.

 

regards,

patrick.

[CARNINO Daniele (FIAT SERVICES)]

Uhm... maybe you should user Apache::DBI instead of Apache2::DBI?

 

Ciao, d.

---

Da: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Per conto di Patrick Schiess

Inviato: mercoledì 24 settembre 2008 15.14

[Patrick Schiess]

doesn’t change anything... i always get an error like this:

 

“Can’t locate Apache2/DBI.pm in @INC (...)” or "Can't locate Apache/DBI.pm in @INC (...)"

 

does this work for you?

[CARNINO Daniele (FIAT SERVICES)]

Yes. This work for me with the following lines:

 

Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'password');
use DBI ();

use DBD::mysql ();

If you wish to rebuild your entire server using Debian, I can provide you a step-by-step document... ;-)
Cheers, d.

 

---

Da: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Per conto di Patrick Schiess

Inviato: mercoledì 24 settembre 2008 16.59

[Patrick Schiess]

finally it works! ;-)

 

the problem was, that i needed to install the Apache::DBI package from cpan... since then the following configuration in apache2-perl-startup.pl works perfectly:

 

use Apache::DBI ();

Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'password');

use DBI ();

use DBD::mysql ();

 

thanks a lot for your precious help!

 

regards,

patrick.

 

ps: so i don’t need debian... thanks anyway... ;-)

[Henning Oschwald]

On Mi, Sep 24 2008, Patrick Schiess wrote:

[...]

> but i have still the issue that, when i include the following to line
> into the apache2-perl-startup.pl:
>
> use Apache2::DBI ();
> Apache2::DBI->connect_on_init('DBI:mysql:db','user','pw'); [of course
> this are just examples]
>
> i get this error in the error_log file of the apache:
>
> Can't load Perl module Apache2::DBI for server MYSERVER, exiting

A Perl module which is tried to load is not present on your system. Btw,
the module is called Apache::DBI, not Apache2::DBi. Simply install it if
you want to use a persistent DB connection or comment out both lines.

Henning

--
((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing
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: 003/240/97521

Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer

[Patrick Schiess]

hi,

thanks for your reply. yeah, i know that already. i already made a post (yesterday) to this list with exactly this informations... thanks anyway.

regards,
patrick.

-----Ursprüngliche Nachricht-----
Von: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Im Auftrag von Henning Oschwald
Gesendet: Freitag, 26. September 2008 09:54
An: ot...@otrs.org

Betreff: Re: [otrs] OTRS performance tuning

On Mi, Sep 24 2008, Patrick Schiess wrote:

Henning

_______________________________________________
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

[Qing Zhang]

Hello all,
I am new to the OTRS. The system works well so far. But I can not find
the ticket anymore after I close it. Is there any body can help on this?
Thanks!

Best Regards

Zhang Qing

[Nils Breunese (Lemonbit)]

Qing Zhang wrote:

> I am new to the OTRS. The system works well so far. But I can not find
> the ticket anymore after I close it. Is there any body can help on
> this?

You can use the search function.

Nils Breunese.

[Qing Zhang]

Hello Nils,
I can not find thos closed tickets through search function either. It looks some program take those closed ticket.

Best Regards

Zhang Qing

-----邮件原件-----
发件人: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] 代表 Nils Breunese (Lemonbit)
发送时间: 2008年9月26日 16:28
收件人: User questions and discussions about OTRS.
主题: Re: [otrs] Missing the ticket after it was closed

[Mujtaba Karim]

They will be shown on reports when you generate the repot you can see how
many tickets are closed

What you can do is define a closed queue and there transfer the ticket and
keep state open

[Greg Horne]

After the Ticket is closed it is removed from your queues, but you can
search for closed tickets. Just use the search tool to "find" them.

Greg Horne
gehorne

-----Original Message-----
From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org]On Behalf Of
Qing Zhang
Sent: Friday, September 26, 2008 4:15 AM
To: User questions and discussions about OTRS.

[Nils Breunese (Lemonbit)]

Qing Zhang wrote:

> I can not find thos closed tickets through search function either.
> It looks some program take those closed ticket.

Strange, you should be able to find them that way. Works fine for us.

[Qing Zhang]

Hello all,
I can get those tickets through search but they will disappeared after some time. Then I can not find them any more.


Best Regards

Zhang Qing ☺

Technical Support Group



Add: NO.1150 Yun Qiao Road,

Jin Qiao Export Processing Zone,

Pudong, Shanghai, China 201202

Tel: 021-50509999-2855

Fax: 021-50329901

Email:qing....@domino.com.cn

Website:www.domino.com.cn

-----邮件原件-----
发件人: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] 代表 Nils Breunese (Lemonbit)

发送时间: 2008年9月26日 16:58

收件人: User questions and discussions about OTRS.
主题: Re: [otrs] Missing the ticket after it was closed

[CARNINO Daniele (FIAT SERVICES)]

You can also enable statusview on agent frontend.

Ciao, d.

-----Messaggio originale-----
Da: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Per conto di Nils Breunese (Lemonbit)
Inviato: venerdì 26 settembre 2008 10.28

A: User questions and discussions about OTRS.

Oggetto: Re: [otrs] Missing the ticket after it was closed

[Nils Breunese (Lemonbit)]

CARNINO Daniele (FIAT SERVICES) wrote:

> You can also enable statusview on agent frontend.

AFAIK StatusView doesn't show closed tickets. Not on our installation
anyway (and I wouldn't want it to do that either).

[CARNINO Daniele (FIAT SERVICES)]

No, Statusview has a submenu for showing open/closed ticket (Open Tickets / Closed Tickets under Ticket Status View sentence) by default.

-----Messaggio originale-----
Da: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Per conto di Nils Breunese (Lemonbit)

Inviato: venerdì 26 settembre 2008 15.22

A: User questions and discussions about OTRS.

Oggetto: Re: [otrs] R: Missing the ticket after it was closed

[Nils Breunese (Lemonbit)]

CARNINO Daniele (FIAT SERVICES) wrote:

> No, Statusview has a submenu for showing open/closed ticket (Open
> Tickets / Closed Tickets under Ticket Status View sentence) by
> default.

Ah, I never noticed that. :o)