in our system is the Status View (AgentTicketStatusView) very slowly loading, it takes 17-23 seconds (in average 19 seconds, I activated performance log for that). AgentTicketQueue is loading faster, 9-18 seconds (but also slower than before).
In case of the medium/large view (AgentTicketStatusView;View=Medium and AgentTicketStatusView;View=Preview) it's much faster. Also in case of the small view we have the issue only in case of sort by age or ticket number and sorted ascending/newest at first.
We noticed it for the first time at the same day when this occured in the apache error log:
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[Thu Jul 7 12:09:09 2022] -e: Use of uninitialized value $MetaArticle{"SenderTypeID"} in hash element at /opt/otrs//Kernel/System/Ticket/Article/Backend/Invalid.pm line 97.
[Thu Jul 7 12:09:09 2022] -e: Use of uninitialized value $MetaArticle{"SenderTypeID"} in hash element at /opt/otrs//Kernel/System/Ticket/Article/Backend/Invalid.pm line 97.
ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: linux Time: Thu Jul 7 12:09:09 2022
Message: Need ChannelID or ChannelName!
RemoteAddress: 131.173.181.2
RequestURI: /otrs/index.pl?Action=AgentTicketArticleContent;Subaction=HTMLView;TicketID=18218;ArticleID=94801;FileID=;
Traceback (32881):
Module: Kernel::System::CommunicationChannel::ChannelGet Line: 159
Module: Kernel::Output::HTML::Article::Invalid::ArticlePreview Line: 137
Module: Kernel::Output::HTML::Layout::Article::ArticlePreview Line: 106
Module: Kernel::Modules::AgentTicketArticleContent::Run Line: 77
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1144
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 39
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32
[Thu Jul 7 12:09:09 2022] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentTicketArticleContent.pm line 116.
[Thu Jul 7 12:09:09 2022] -e: Use of uninitialized value $Article{"SenderType"} in string ne at /opt/otrs//Kernel/Modules/AgentTicketArticleContent.pm line 138.
Probably she had the #1017515 ticket in two browser tabs open. In the second one, she clicked on some note after the merge was done – but this was not possible, because the notes of the #1017515 ticket now belonged to the #1016830 in the database.
Almost immediately after the merge was done, we had a message like this in the systemlog (AdminLog view):
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Thu Jul 7 12:12:30 2022 (Europe/Berlin) notice OTRS-CGI-10 Empty attachment part (2)
We have 153 open and 18,097 closed tickets in our system, no archived ones.
Database engine is MariaDB 10.4.25, operating system CentOS 7 with most recent updates, Znuny version is 6.3.4 (when the issue occured it was 6.3.3, I updated it in the meantime).
The VM has 7812 MiB memory and a 2 core CPU.
On our test system (cloned from the productive system on 22nd May, with 169 open tickets, 15,393 closed tickets and 2,251 archived one) it's fast as always, the StatusView is loading in 4 seconds. (Same CPU/memory, host is related)
Any help is appreciated.
Regards,
Kai