OTRS 5 to 6 - Performance and some other issues

Moderator: crythias

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obione85
OTRS newbie
Posts: 6
Joined: 30 Nov 2018, 12:44
OTRS Version?: 6.0.14

OTRS 5 to 6 - Performance and some other issues

Post by obione85 » 07 Dec 2018, 10:36

Hi guys,

im new on the board, but ive been reading here for a few years now and i was always amazed how crythias seems to have an answer to every OTRS question asked :D

we ran an OTRS 5 on a CentOS 6 host that got migrated to a CentOS7 host using OTRS 6 (Community Edition).
Performance is fine most of the time, but like every 10 minutes, we get some load spikes from OTRS DAEMON und HTTPD processes.
I dont see errors in the OTRS/HTTPD/MariaDB logfiles. Also checked the OTRS Daemon Logs and they are empty.
Any Idea what i can do to find the cause of the issue? Update: Changed some HTTPD.cnf/my.cnf settings and it seems to run a lot smoother

Another special issue is, that we dont get hyperlinks on the customerinformation widget, when creating a new ticket. The same widget shows hyperlinks when its shown on a different page. Update: This one is very annoying. OTRS5 did show us hyperlinks in this widget and OTRS6 does show them in the CustomerInformation Widget when opening the ticket. A Workaround, that gives us a button on the ticket creation page, which leads to the customercompany, as soon as a customeruser is selected, would help as well Update2: FIXED :) used a relativ path in Config.pm UserMap and the links pop up again :)

Is there a way to hide the customercompany Info field when editing company? I added a bigger textbox at the top of the page. This one is working fine, but as soon as we edit the content of that field in the actual small info field at the bottom, it wont save the changes, so i'd like to hide the small info field. Update: The behaviour was exatly the same in OTRS5, so we might have to live with it :)

In OTRS 5 we used an edited ShorterDate.pm to generate shorter TNs, but in OTRS6 it wont run. Tried to take the new Date.pm and edit it, but that didnt work as well.

And last but now least, this error: "FileID TicketID ArticleID Needed!" is sometimes logged in the systemprotokoll of OTRS. Any Idea what it may cause? Update: This problem is gone, but now im getting a few duplicate Ticket seen entrys per day.

thanks in advance, any help is highly appreciated.

and sorry for my bad english :)
OTRS 6.0.14 (test/live) on CentOS7 with MySQL database (MariaDB)

obione85
OTRS newbie
Posts: 6
Joined: 30 Nov 2018, 12:44
OTRS Version?: 6.0.14

Re: OTRS 5 to 6 - Performance and some other issues

Post by obione85 » 13 Dec 2018, 12:54

most of my problems are gone by now, but the performance is still an issue

When i use Apache Benchmark to get some load, the server has some random lag on some of the tests. When i go hardcore and put in 1000 requests, the server goes into unresponsive mode for minutes. (same thing on the much less performant testsystem is done in a fraction of the time)

CPU Load was 150+ with 8 cores.

another strange thing is: i open several pages in the OTRS Admin area and everything loads instant ... i click queue or dashboard and it will take 4-5 seconds to load the page - does that hint to a DB Performance issue?

will update linux integration services tonight and add 2 grub options, that should help a little, but if anyone got an idea what to do, let me know :)

Some additional info:
New System:
CENTOS 7.5
OTRS 6.0.14
12GB RAM
8 cores @ 2GHZ
NO SSD HARDDRIVE!
MariaDB Mysql
MPM prefork module running

Old System:
CentOS 6
OTRS 5
12GB RAM
2 cores @ 2GHZ
NO SSD HARDDRIVE!
Mysql DB

the old system was much faster with just 2 cores instead of 8


if config files are needed, i can paste them here
also got mytop / sar / iostat logs if needed
OTRS 6.0.14 (test/live) on CentOS7 with MySQL database (MariaDB)

root
Moderator
Posts: 1349
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5 to 6 - Performance and some other issues

Post by root » 13 Dec 2018, 13:35

Hi,

How many escalated tickets do you have in your system and what's the average age of them?

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

obione85
OTRS newbie
Posts: 6
Joined: 30 Nov 2018, 12:44
OTRS Version?: 6.0.14

Re: OTRS 5 to 6 - Performance and some other issues

Post by obione85 » 13 Dec 2018, 21:54

root wrote:
13 Dec 2018, 13:35
Hi,

How many escalated tickets do you have in your system and what's the average age of them?

- Roy
71 escalated and the average should be around 30 days. Top 10 is more than 200 Days old.
OTRS 6.0.14 (test/live) on CentOS7 with MySQL database (MariaDB)

root
Moderator
Posts: 1349
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5 to 6 - Performance and some other issues

Post by root » 14 Dec 2018, 07:37

Hi,

Looks ok to me, did you enabled the slow query log of the database? Maybe an index is missing.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

obione85
OTRS newbie
Posts: 6
Joined: 30 Nov 2018, 12:44
OTRS Version?: 6.0.14

Re: OTRS 5 to 6 - Performance and some other issues

Post by obione85 » 14 Dec 2018, 09:47

slow query log is enabled since yesterday evening. Until now, nothing was logged.
Also updated linux integration services yesterday.
will let you know if anything helps.
OTRS 6.0.14 (test/live) on CentOS7 with MySQL database (MariaDB)

obione85
OTRS newbie
Posts: 6
Joined: 30 Nov 2018, 12:44
OTRS Version?: 6.0.14

Re: OTRS 5 to 6 - Performance and some other issues

Post by obione85 » 14 Dec 2018, 10:38

another thing that makes me think, that the DB is the bottleneck:
when i load the dashboard with all the settings active, it will take 4-5 seconds ... sometimes goes up to 8-10 seconds.
If i disable all settings, that will show me tickets, the page loads in less that a second.
OTRS 6.0.14 (test/live) on CentOS7 with MySQL database (MariaDB)

root
Moderator
Posts: 1349
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: OTRS 5 to 6 - Performance and some other issues

Post by root » 14 Dec 2018, 11:32

Hi,

There's another possibility for a bottleneck. For each ticket on the dashboard, the CustomerUser and CustomerCompany data are loaded. Check the related CacheTTL setting. If they are disabled and you use a slow data source theses lookups will slow you definitely down.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

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