Attaching file Web Service delays even 5 hours

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drodralv
OTRS newbie
Posts: 72
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Attaching file Web Service delays even 5 hours

Post by drodralv »

Hi,

Lately we have a lot of duplicated ticket issues while creating a ticket request via WS using a frontend http.

The reason of the duplicating tickets i have no clue what could be as we don´t try with F5 or refreshing the page once we receive internal server error. Meanwhile...OTRS is creating the tickets (5) for the same request.

What we have realized is that the tickets failing are including an attachment(usually 1Mb or more)

Creating using phone ticket or customer frontend is working fine, but using WS is not.

Do you have any advice? :(

Thank you

drodralv
OTRS newbie
Posts: 72
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Re: Attaching file Web Service delays even 5 hours

Post by drodralv »

WS_Delay_creatingattachment.PNG
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zzz
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Re: Attaching file Web Service delays even 5 hours

Post by zzz »

Hey,

That's very hard to debug without more information.
OTRS, however, will only create one ticket per request so you probably have some issues with your web interface (programming part) or network issues.

You can check your web server log to see if multiple requests are coming in at the same time (network issues).
There are multiple ways to fix that, like using token, etc.

— Emin
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jojo
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Re: Attaching file Web Service delays even 5 hours

Post by jojo »

check the debug log of the webservice, but it seems that your software send several requests...
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drodralv
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Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Re: Attaching file Web Service delays even 5 hours

Post by drodralv »

Hi,

the multiple requests via WS yes, possible that is due to time out from our app, but what about taking so long time to process that request related to the attachments? is any specific limit for that? the files are converted to base64 and included in the request.

Thank you

jojo
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Re: Attaching file Web Service delays even 5 hours

Post by jojo »

Attachments are attached directly, so you might have severy issues with your webservices or the OTRS System itself.

Did you test the request e.g. with Postman?
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drodralv
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Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Re: Attaching file Web Service delays even 5 hours

Post by drodralv »

After approx 2 min attaching a file 1.2 mb... proxy error using postman

jojo
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Re: Attaching file Web Service delays even 5 hours

Post by jojo »

then you might check your network and proxy first.
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jojo
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Re: Attaching file Web Service delays even 5 hours

Post by jojo »

on my test system it took ~30 seconds to create an outbbound mail via webservice incl. 3 Attachments (largest 3MB) and a total size of 4,5MB and setting of a Dynamic Field which triggers an additional webservice.
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