FAQ Module: corrupted articles

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lcappuccio
OTRS newbie
Posts: 5
Joined: 21 Jan 2011, 18:43
OTRS Version?: 3.0

FAQ Module: corrupted articles

Post by lcappuccio »

Hello,

We're facing some issues with the FAQ Module when saving long articles.
It happens that when creating a long article, with multiple images (png/jpg) and rich text the article is truncated and we have to restart all over again, however I see the attachments saved into the database. The only workaround is to save very often and get back to the Edit page.
There are no errors in apache logs nor in mysql.

Of course this is starting to happen as we approach the roll out into production stage, good old Murphy. :?

I searched through the forum and bug reports but could not find anything related to this. The system was working fine until last week and for some unknown it started behaving erratically. We applied the latest patches both to OTRS and FAQ but the problem persists, with Chrome/Firefox/Explorer 7

OTRS 3.0.6 and FAQ 2.0.2 is running under ubuntu 10.04LTS, mysql has max_allowed_packets = 20M.

ps: I installed a vanilla OTRS 3.0.6 and FAQ into a virtual machine and had no problems, so it must be some problem with the database or perhaps a configuration setting.

Thanks in advance for any help.

lcappuccio
OTRS newbie
Posts: 5
Joined: 21 Jan 2011, 18:43
OTRS Version?: 3.0

Re: FAQ Module: corrupted articles

Post by lcappuccio »

It seems to be some problem with the database when committing the FAQ.

We created a FAQ with many images, but instead of uploading through the editor we linked them to a smb share. The FAQ was created correctly.
Could it be that when committing a large number of images (even small ones) to the local MySQL server generates some sort of delay that "breaks" the FAQ article?

I forgot to mention that the server is hosted on a virtual machine running vmware esx.

probably I should look the mysql tuning section.

gears
OTRS newbie
Posts: 38
Joined: 24 Feb 2011, 18:29
OTRS Version?: 5.0.14

Re: FAQ Module: corrupted articles

Post by gears »

I've been experiencing the same behavior consistently. Not sure If I should file a bug report at this point on OTRS or if there is something I am doing to trigger this behavior. Basically I have a somewhat long faq article with about 10 jpg images. Let's say about 3/4 times when editing the full article I end up losing over half of the article, text and images included, after submitting it. Extremely frustrating obviously. At this point I'm looking at just putting the articles into .pdf files and linking the pdf files rather than creating the articles directly in OTRS unless there is some solution to this.

Same issue whether using IE9 or Firefox 4.0
My client side platform for accessing the web interface and editing the FAQ articles is Windows 7 x64 SP1
Server is running on ESXi 4.1
Sig has setup details.
OTRS 5.0.14 / Debian 7.11 x64 / Apache 2.2.22 / MySQL 14.14 Distrib 5.5.53

lcappuccio
OTRS newbie
Posts: 5
Joined: 21 Jan 2011, 18:43
OTRS Version?: 3.0

Re: FAQ Module: corrupted articles

Post by lcappuccio »

Have you found a solution for this issue?

We're occasionally facing this problem, OTRS 3.0.8 and FAQ 2.0.5

As a workaround we're using physycal files uploaded to a folder and then linked in the article but it is a little bit time consuming.

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

Re: FAQ Module: corrupted articles

Post by ferrosti »

Is the OS running in a VM environment?
Which kind of DB are you running? Version, backend storage system?
Where do the DB data files reside? NFS, local FS, etc.?
What does the DB itself show when selecting the FAQ entry itself directly?
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

gears
OTRS newbie
Posts: 38
Joined: 24 Feb 2011, 18:29
OTRS Version?: 5.0.14

Re: FAQ Module: corrupted articles

Post by gears »

Still seeing same issue on an updated version of OTRS + FAQ

OTRS System:
Debian 6.0.3 amd64 running as a VM on VMWare ESXi 4.1.0
mysql Ver 14.14 Distrib 5.1.49, for debian-linux-gnu (x86_64) using readline 6.1
Apache/2.2.16
OTRS 3.0.11
FAQ 2.0.7

Everything is running locally on the same hard drive.


Client machine: Windows 7 SP1 x64

Example of things going wrong:
Create new faq article
contents Should be something like this:

.xls file attachment for article: 72KB
centered & bold: "Open Issues"
png image 1 embedded in article by using 'send to server': 410KB
centered & bold: "Resolved Issues"
png image 2 embedded in article by using 'send to server' : 242KB

firefox 8.0.1:
Submit this and we end up with:
centered & bold: "Open Issues"
png image 2 here: 242KB

And nothing more
2nd attempt with firefox, same result again.


IE 9
Submit this and we end up with:
centered & bold: "Open issues"
png image 1 : 410KB
centered & bold: "Resolved Issues"
(broken image link where image 2 should be)

2nd attempt with ie and it worked correctly


So it's like half the article is being mangled. Problem seems to be hit & miss and may be worse with Firefox.
Additionally, using the FAQ editor dialog within IE is extremely dodgy/erratic when trying to use the return key to go to the next line etc. Doesn't seem to have that problem with Firefox.


Regarding "What does the DB itself show when selecting the FAQ entry itself directly?", I'm not sure how to check that but if you explain it further keeping in mind I'm not very knowledgeable, I'll see.
OTRS 5.0.14 / Debian 7.11 x64 / Apache 2.2.22 / MySQL 14.14 Distrib 5.5.53

eturconi
OTRS newbie
Posts: 35
Joined: 27 Dec 2011, 15:18
OTRS Version?: 3

Re: FAQ Module: corrupted articles

Post by eturconi »

Any news about it?
I still got the issue described here in the topic

OTRS 3.1.8 (Windows installer)
ITSM 3.1.5
FAQ 2.1.2

Any idea?

eturconi
OTRS newbie
Posts: 35
Joined: 27 Dec 2011, 15:18
OTRS Version?: 3

Re: FAQ Module: corrupted articles

Post by eturconi »

Someone with any tips about this issue? It's struggling us a lot! For every document we have to save at list 7 times!
Thanks in advance
Regards
Emanuele

eturconi
OTRS newbie
Posts: 35
Joined: 27 Dec 2011, 15:18
OTRS Version?: 3

Re: FAQ Module: corrupted articles

Post by eturconi »

IS there anyone that could help me?
I can't add more than 3 images per time in the faq....otherwise the pictures will not be stored
WORKAROUND is to save after I insert every image......please help me !

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

Re: FAQ Module: corrupted articles

Post by ferrosti »

I do not have the FAQ module installed.
Is it using the richtext editor CKedit? In this case an update might help on this one.
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

Rotyn
OTRS newbie
Posts: 68
Joined: 21 Aug 2012, 17:11
OTRS Version?: 3.3.5
Real Name: Rudy

Re: FAQ Module: corrupted articles

Post by Rotyn »

Just facing the same BS bug. Annoying since we went live with our system and now trying to create plenty of FAQ for agents and customers.

But let's see: since we are having an enterprise subscription I just reported the issue to OTRS AG

Hope hey can fix it

Cheers
Rudy
Testing & Productive: OTRS::ITSM 3.3.5 on CentOS 6.5 and MySQL
Packages: All included

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