More than 40 seconds to reply to client after creating ticket

[lpinho]

Hi,

for some reason, OTRS is taking 40 seconds to close the create ticket GUI after the submit button is pressed.

Looking at the admin interface, I'm able to see that every time someone opens a new ticket I get several errors per seconds (OTRS-CGI-10 Missing Module! - Screenshot attached)

2017-11-21 16_56_00-System Log - Admin - CMF Support.png

I don't know if this is causing the 40 second delay while creating the ticket, can anyone help me to figure out what is missing? Is there any other log that can help me out?

Thanks,

Luís Pinho

[reneeb]

Please have a look at the apache error log. There you should find a stacktrace. That would help to identify the problem.

[lpinho]

Hi,

ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: linux Time: Mon Nov 20 09:15:50 2017

Message: Need module!

RemoteAddress: 192.168.201.254
RequestURI: /otrs/index.pl?Action=AgentTicketZoom;TicketID=2046

Traceback (7159):
Module: Kernel::System::Main::Require Line: 77
Module: Kernel::System::Ticket::TicketPermission Line: 3326
Module: Kernel::Modules::AgentTicketZoom::Run Line: 209
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1053
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32


Can you get any information from this log?

[fcasal]

Which otrs version are you using?
And linux version?

[reneeb]

You could set $Self->{Debug} to 1 (https://github.com/OTRS/otrs/blob/rel-5 ... ket.pm#L87) and rerun the ticket creation. Then you'll see debug output in the logfile (set minimumloglevel in SysConfig to "debug").

You can go to SysConfig and search for "Ticket::Permission" and check if all entries have defined a module.

[wurzel]

Hi,

delays are very often DNS issues. Your error message does not indicate this, but you might check DNS anyway.

Flo

[lpinho]

Which otrs version are you using?
And linux version?

Hi,

OTRS:

Code: Select all

VERSION = 5.0.13
BUILDDATE = Wed Sep 14 19:58:44 CEST 2016
BUILDHOST = otrsbuild.otrs.com

Linux:

Code: Select all

CentOS Linux release 7.4.1708 (Core)

Regards,

Luís Pinho

[lpinho]

You could set $Self->{Debug} to 1 (https://github.com/OTRS/otrs/blob/rel-5 ... ket.pm#L87) and rerun the ticket creation. Then you'll see debug output in the logfile (set minimumloglevel in SysConfig to "debug").

You can go to SysConfig and search for "Ticket::Permission" and check if all entries have defined a module.

Thanks, I will try it

[lpinho]

Hi,

delays are very often DNS issues. Your error message does not indicate this, but you might check DNS anyway.

Flo

Hummm, we are using office 365 smtp interface, let me try to change the server address for its IP and check any difference.

[fcasal]

I would update to the last patch level 32, because they have corrected many options.

I also check again if the modules are well installed:

shell> perl /opt/otrs/bin/otrs.CheckModules.pl

[lpinho]

Hi all,

interesting, I created a group with only 3 agents, and the time went down from 40 to 15 seconds, then I invalidated\disabled the "Ticket create notification" and the create new ticket is immediate.

So this problem is somehow related to sending e-mails to the agents.

I only notice this during the creation of the ticket, all the admin GUIs responds quickly

I still have to get the log level to debug. If I try to replace the

Regards,

Luís Pinho

[lpinho]

I would update to the last patch level 32, because they have corrected many options.

I also check again if the modules are well installed:

shell> perl /opt/otrs/bin/otrs.CheckModules.pl

2017-11-22 10_33_28-root.png

Everything thing seems to be ok.

I will try to upgrade...

[lpinho]

You could set $Self->{Debug} to 1 (https://github.com/OTRS/otrs/blob/rel-5 ... ket.pm#L87) and rerun the ticket creation. Then you'll see debug output in the logfile (set minimumloglevel in SysConfig to "debug").

You can go to SysConfig and search for "Ticket::Permission" and check if all entries have defined a module.

Hi Reneeb,

with the log at a debug level, I'm able to see that it takes OTRS 4 seconds to sent each e-mail
The missing module error is still occurring.

Regards,

Luís Pinho

[lpinho]

Hi all,

looking at the configuration of the SendMail:

2017-11-22 11_44_56-Framework -_ Core__Sendmail - SysConfig - Admin.png

I see that its parameters are -i -f

I've search for sendmail module manual, and I see several version for it, can anyone point me to the correct manual?
(I'm a bit rusty went it comes to Linux, but if I run man sendmail, it shows me the manual to qmail....)

I'm trying to figure out if I can do a sendmail in an asynchronous way.

Best Regards,

Luís Pinho

[jojo]

Using direct SMTP for sure is slow, especially with cloud based mail providers.

The best is to use a local MTA like postfix which handles the mailing to Office365 or switch to OTRS6 where Mail Handling is done by the Daemon

[reneeb]

2017-11-22 11_44_56-Framework -_ Core__Sendmail - SysConfig - Admin.png

I see that its parameters are -i -f

Those parameters do not matter as you've chosen "SMTPTLS" as the sendmail module, not "Sendmail"

[lpinho]

2017-11-22 11_44_56-Framework -_ Core__Sendmail - SysConfig - Admin.png

I see that its parameters are -i -f

Those parameters do not matter as you've chosen "SMTPTLS" as the sendmail module, not "Sendmail"

Maybe that's my way out of this, configuring the sendmail module to use office 365.

Thanks for the clarification,

Luís Pinho

[lpinho]

Hi all,

our local Linux expert was able to configure sendmail correctly to work with Office 365.
Now, it takes only 1 seconds to sent all mails

Thanks for all your help