Proxy Error and high CPU usage on some tickets

[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]

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

[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]

Hi,

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

Then check the OTRS and apache log for suspicious entries.

- Roy

[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.