More than 40 seconds to reply to client after creating ticket
Moderator: crythias
More than 40 seconds to reply to client after creating ticket
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)
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
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)
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
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Re: More than 40 seconds to reply to client after creating ticket
Please have a look at the apache error log. There you should find a stacktrace. That would help to identify the problem.
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Re: More than 40 seconds to reply to client after creating ticket
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?
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?
Re: More than 40 seconds to reply to client after creating ticket
Which otrs version are you using?
And linux version?
And linux version?
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Re: More than 40 seconds to reply to client after creating ticket
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.
You can go to SysConfig and search for "Ticket::Permission" and check if all entries have defined a module.
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Re: More than 40 seconds to reply to client after creating ticket
Hi,
delays are very often DNS issues. Your error message does not indicate this, but you might check DNS anyway.
Flo
delays are very often DNS issues. Your error message does not indicate this, but you might check DNS anyway.
Flo
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Re: More than 40 seconds to reply to client after creating ticket
Hi,fcasal wrote:Which otrs version are you using?
And linux version?
OTRS:
Code: Select all
VERSION = 5.0.13
BUILDDATE = Wed Sep 14 19:58:44 CEST 2016
BUILDHOST = otrsbuild.otrs.com
Code: Select all
CentOS Linux release 7.4.1708 (Core)
Luís Pinho
Re: More than 40 seconds to reply to client after creating ticket
Thanks, I will try itreneeb wrote: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.
Re: More than 40 seconds to reply to client after creating ticket
Hummm, we are using office 365 smtp interface, let me try to change the server address for its IP and check any difference.wurzel wrote:Hi,
delays are very often DNS issues. Your error message does not indicate this, but you might check DNS anyway.
Flo
Re: More than 40 seconds to reply to client after creating ticket
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
I also check again if the modules are well installed:
shell> perl /opt/otrs/bin/otrs.CheckModules.pl
Re: More than 40 seconds to reply to client after creating ticket
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
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
Re: More than 40 seconds to reply to client after creating ticket
Everything thing seems to be ok.fcasal wrote: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
I will try to upgrade...
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Re: More than 40 seconds to reply to client after creating ticket
Hi Reneeb,reneeb wrote: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.
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
Re: More than 40 seconds to reply to client after creating ticket
Hi all,
looking at the configuration of the SendMail:
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
looking at the configuration of the SendMail:
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
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Re: More than 40 seconds to reply to client after creating ticket
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
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
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Re: More than 40 seconds to reply to client after creating ticket
Those parameters do not matter as you've chosen "SMTPTLS" as the sendmail module, not "Sendmail"lpinho wrote:I see that its parameters are -i -f
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Re: More than 40 seconds to reply to client after creating ticket
Maybe that's my way out of this, configuring the sendmail module to use office 365.reneeb wrote:Those parameters do not matter as you've chosen "SMTPTLS" as the sendmail module, not "Sendmail"lpinho wrote:I see that its parameters are -i -f
Thanks for the clarification,
Luís Pinho
Re: More than 40 seconds to reply to client after creating ticket
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
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