Does OTRS support Load Balancing?

Moderator: crythias

Post Reply
mustu
OTRS newbie
Posts: 23
Joined: 29 Mar 2011, 05:31
OTRS Version?: 3.0.10
Contact:

Does OTRS support Load Balancing?

Post by mustu »

Hi,

I've setup OTRS 3.0.10 on two physical servers. First server is the APP server which holds the OTRS application and Second server is our DB server. Database is also being replicated in a third backup database server.

Now, I want to introduce another APP server and load balance my requests on both servers. Unfortunately I'm not able to load balance my requests to both servers due to limitation in OTRS. The limitation I've found is that OTRS does keeps the LATEST generated ticket number in a text file on system /opt/otrs/var/log/TicketCounter.log. Even in case of failure of primary APP server I can't do the failover automatically. That's because on primary server the text file holds the latest ticket number let's suppose it's 200. The secondary server's TicketCounter.log won't have the sane value ofcourse. If I just put traffic on teh second server and the TicketCounter.log file have a value of 100 then it will corrupt my already existing tickets and will start tying create ticket with number 100 and so on.

So for an APP server failover I have documented that before even putting traffing on the secondary server I need to get the latest ticket value from the database [ select max(tn) from ticket; ] and put that value in the TicketCounter.log file and then put on the traffic.

Is there any solution ? Isn't OTRS developed with keeping load balancing in mind? Is there any way we can scale OTRS performance and availability by introducing multiple APP servers ?
OTRS 3.0.10 + mysql + CentOS 5.6.

Andre Bauer
OTRS guru
Posts: 2191
Joined: 08 Dec 2005, 17:01
OTRS Version?: 5.0.x
Real Name: André Bauer
Company: Magix Software GmbH
Location: Dresden
Contact:

Re: Does OTRS support Load Balancing?

Post by Andre Bauer »

You could try to replicate the OTRS filesystem via DRBD. http://www.drbd.org/users-guide/s-dual- ... -mode.html
Prod: Ubuntu Server 16.04 / Zammad 1.2

DO NOT PM ME WITH OTRS RELATED QUESTIONS! ASK IN THE FORUMS!

OtterHub.org

BIG_jan
OTRS wizard
Posts: 138
Joined: 05 Jun 2009, 11:32
OTRS Version?: 3.3.8
Company: Netzlink Informationstechnik GmbH
Location: Wolfenbüttel,GER
Contact:

Re: Does OTRS support Load Balancing?

Post by BIG_jan »

copy the file to an external server and change the sysconfig
Ticket::CounterLog - <OTRS_CONFIG_Home>/var/log/TicketCounter.log

set all servers to the same log and hope that they don't block eachother
Live: OTRS 3.3.8, ITSM 3.3.8, in vm
Test: otrs 3.3.8, ITSM

OS: RedHat 6.5 64Bit, Apache: 2.2.15, MySQL 5.5.38, Perl: 5.10.1, mod_Perl 2.0.4

mustu
OTRS newbie
Posts: 23
Joined: 29 Mar 2011, 05:31
OTRS Version?: 3.0.10
Contact:

Re: Does OTRS support Load Balancing?

Post by mustu »

Isn't there any way to fetch the Ticket::CounterLog value from DB instead of a text file on system?
OTRS 3.0.10 + mysql + CentOS 5.6.

jojo
Moderator
Posts: 14643
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: Does OTRS support Load Balancing?

Post by jojo »

no
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

MichaelR
OTRS superhero
Posts: 250
Joined: 12 Oct 2010, 01:35
OTRS Version?: 3.0.9
Company: LRS Health

Re: Does OTRS support Load Balancing?

Post by MichaelR »

I'm sure you could write some Perl that would fetch it from the DB instead...
OTRS: 3.0.9 & ITSM 3.0.4 - OS: Windows 7 - DB: MySQL - Heaps of random/useful hacks :)
[Major Code Changes]
ArticleFreeTime1-3
Ability to search ArticleFreeText

mustu
OTRS newbie
Posts: 23
Joined: 29 Mar 2011, 05:31
OTRS Version?: 3.0.10
Contact:

Re: Does OTRS support Load Balancing?

Post by mustu »

can anyone verify that if we don't use the email feature to open ticket and only use customer.pl then the TicketCounter.log is not used?
OTRS 3.0.10 + mysql + CentOS 5.6.

jojo
Moderator
Posts: 14643
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: Does OTRS support Load Balancing?

Post by jojo »

Ticket Counter log will always used on new ticket creation
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

mustu
OTRS newbie
Posts: 23
Joined: 29 Mar 2011, 05:31
OTRS Version?: 3.0.10
Contact:

Re: Does OTRS support Load Balancing?

Post by mustu »

JoJo,

As I discussed in the thread (http://forums.otrs.org/viewtopic.php?f=53&t=13543) The Ticket Counter can be escaped by NOT using the Auto-Increment method. Like the DataChecksum method doesn't depends on that counter text file.

Do you believe in this way we have eliminated dependency on anything resident on file-system and can run two or more OTRS app servers parallel connected with a single database?
OTRS 3.0.10 + mysql + CentOS 5.6.

jojo
Moderator
Posts: 14643
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: Does OTRS support Load Balancing?

Post by jojo »

The Config.pm needs to be the same and the ZZZAuto.pm which is written by Sysconfig needs to be shared. Also Cron Jobs are only allowed to run on one system
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

aliumair
OTRS newbie
Posts: 5
Joined: 20 Nov 2012, 09:59
OTRS Version?: 3.0.6
Real Name: Ali Umair
Company: i2c inc

Re: Does OTRS support Load Balancing?

Post by aliumair »

is it possible that i place the different number on TicketCounter.log, in one instance TicketCounter.log have value of 2000 and second instance TicketCounter.log have value of 3000, when 1st instance reach till 3000 then again i create a gap of 1000 value in both instance? is it have any side effects?

Actually we want load balancing with two App server but same DB server for both of them, if i use gap between ticket number of these two Apps. is it have any issue ??

Kindly guide me if any alternative solution is there....

Waiting for your response.

jojo
Moderator
Posts: 14643
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: Does OTRS support Load Balancing?

Post by jojo »

A gap won't work in the logfile.

You should have a fast shared filesystem which supports locking for this
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

aliumair
OTRS newbie
Posts: 5
Joined: 20 Nov 2012, 09:59
OTRS Version?: 3.0.6
Real Name: Ali Umair
Company: i2c inc

Re: Does OTRS support Load Balancing?

Post by aliumair »

jojo thanks for replying, Can you explain me fast shared system how help me?? is there any reference material or any thing? please share steps with me, i really thankful to you.

ferrosti
OTRS ninja
Posts: 723
Joined: 10 Oct 2007, 14:30
OTRS Version?: 3.0
Location: Hamburg, Germany

Re: Does OTRS support Load Balancing?

Post by ferrosti »

jojo is talking about a network file system, like cifs or nfs. One needs to make sure that file locking applies through the file system, since only one process is allowed to write to the file.
You need to make sure that the network file system you choose supports native file locking.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems

Post Reply