Proxy Error and high CPU usage on some tickets

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cisiu
Znuny newbie
Posts: 9
Joined: 26 Feb 2016, 15:38
Znuny Version: 6.4.5 - 6.5.2
Real Name: Krzysztof Ławniczak

Proxy Error and high CPU usage on some tickets

Post by cisiu »

Hello,

On one of our systems we've been using OTRS 5.0.11 for some time ;) and we have a few tickets, on which the system doesn't show the data.
Instead we have

1. Proxy Error
The proxy serv. received an invalid response from an upstream server.
The proxy server could not handle the request
Reason: Error reading from remote server

2. High CPU usage (100%) during loading of those tickets and after - reboot helps.
command /opt/otrs/bin/c by www-data user

I don't know what is the cause of this behaviour. Those ticktets may be a bit complex in their stucture (20-40 messages, attachements, long conversations, etc.)

Can anyone suggest something to make the system work as it should ?
zzz
Znuny superhero
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Joined: 15 Dec 2016, 15:13
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Real Name: Emin
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Re: Proxy Error and high CPU usage on some tickets

Post by zzz »

Hey,

First, you should update to the newest Znuny LTS to see if that issue still occurs.
You can also check the error log of the web server for additional information.

— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
cisiu
Znuny newbie
Posts: 9
Joined: 26 Feb 2016, 15:38
Znuny Version: 6.4.5 - 6.5.2
Real Name: Krzysztof Ławniczak

Re: Proxy Error and high CPU usage on some tickets

Post by cisiu »

Hey,

Thanks for Your reply.

I understand that usage of newest possible version is almost always preferred in terms of support, security, etc ;) however upgrading from 5 to newest version in this case is a little bit complicated, so I search for any help I can find.

Apache error log contains no entries regarding those tickets :/

No one found himself in similar situation ?
root
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Re: Proxy Error and high CPU usage on some tickets

Post by root »

Hi,

- Delete the OTRS cache
- Enable LogLevel Debug for Apache
- Restart Apache

Then check the OTRS and apache log for suspicious entries.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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

Do you want to contribute or want to know where it goes ?
cisiu
Znuny newbie
Posts: 9
Joined: 26 Feb 2016, 15:38
Znuny Version: 6.4.5 - 6.5.2
Real Name: Krzysztof Ławniczak

Re: Proxy Error and high CPU usage on some tickets

Post by cisiu »

Hi,

Thanks for help.

I've cleared cache with perl bin/otrs.Console.pl Maint::Cache::Delete command as otrs user.
After enabling of Debug in Apache the only entries I can see for this particular ticket are:

Code: Select all

[Wed May 26 11:41:52.325488 2021] [authz_core:debug] [pid 15236] mod_authz_core.c(809): [client 10.23.5.15:42310] AH01626: authorization result of Require all granted: granted, referer: https://XXX/index.pl?Action=AgentTicketZoom;TicketID=27538;OTRSAgentInterface=XXX
[Wed May 26 11:41:52.325650 2021] [authz_core:debug] [pid 15236] mod_authz_core.c(809): [client 10.23.5.15:42310] AH01626: authorization result of <RequireAny>: granted, referer: https://XXX/index.pl?Action=AgentTicketZoom;TicketID=27538;OTRSAgentInterface=XXX
[Wed May 26 11:41:53.204575 2021] [deflate:debug] [pid 15236] mod_deflate.c(849): [client 10.23.5.15:42310] AH01384: Zlib: Compressed 8018 to 2450 : URL /index.pl, referer: https://XXX/index.pl?Action=AgentTicketZoom;TicketID=27538;OTRSAgentInterface=XXX
[Wed May 26 11:41:53.260063 2021] [authz_core:debug] [pid 15236] mod_authz_core.c(809): [client 10.23.5.15:42310] AH01626: authorization result of Require all granted: granted, referer: https://XXX/index.pl?Action=AgentTicketZoom;TicketID=27538;OTRSAgentInterface=XXX
[Wed May 26 11:41:53.260101 2021] [authz_core:debug] [pid 15236] mod_authz_core.c(809): [client 10.23.5.15:42310] AH01626: authorization result of <RequireAny>: granted, referer: https://XXX/index.pl?Action=AgentTicketZoom;TicketID=27538;OTRSAgentInterface=XXX
I can't see any errors regarding tickets in OTRS system log via GUI, or in syslog of OS, and after changing LogModule to file the system doesn't create /tmp/otrs.log file.
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