Ghosts Sessions - OTRS 3.1

[emanjamin2002]

Hello,

Today I notice that my system (OTRS) was very very very slow especially when we were ONLY 2 agents connected on OTRS. (As a note, currently we don't have user on it. My collegue and myself are working on it, checking things out, setting it up so to be usefull by our users. We have created about 200 new tickets and about 100 of them are closed).

Problem encountered :

If we are both of us doing some work on it, the system takes about a minute or 2 before changing windows.

I then checked the ressources on our WmWare. The CPU, RAM... are perfect (not even 10% of the ressources are used).

I went into checking out the OTRS logs (nothing unusual). I went into the open session. There I found out I had myself 5 Sessions opened up while I had only one on my computer (so 4 ghost session). I turned off the 4 extra one. My collegue had 2 ghosts sessions. I killed those 2. Since, everything seems pretty much OK.

My question :
Is there a way to kill those ghost sessions in OTRS ? without having to check them daily ?

Thanks.

[CSL]

That really doesn't sound like normal behaviour. Each OTRS session is based on either a cookie, or a browser session depending on what you have chosen in sysconfig (the default is to base on cookies). Simply increasing the number of these should not increase load by much on the OTRS server. More people performing more actions will, but having more sessions will only involve writes to the sessions table of the database.

This sounds like a network issue from the fact that the timeouts are so long. I would check the response times to the VM when this issue occurs and check the firewall on the VM itself and on the hypervisor. Is there a connection limit set anywhere? Can you contact the host and other VM's that are on it when this issue happens?

[emanjamin2002]

Thank you for your fast reply.

I see what you mean.

1. As regards to the cookies ???? I am not sure. I am using firefox and closed properly my connexion. Even though I did set up for my Firefox not to keep history or cookies, if I open a new session in OTRS, I saw the last session still open.
2. As regard to the connection to the VM. I don't see any set up problem. I opened up my VM Console, checked the performances while working on OTRS - nothing unusual, the CPU and RAM are doing OK.
3. There are no problems connecting up to my other VMs. When OTRS slow down and having to wait, I usually go onto doing something else on other servers (which ones are hosted on the VM too).

As a note, I just closed my session on OTRS and opened up a new one. The last one is still active and I had to kill it.

Well I will check more things. thanks for any more advices.

[CSL]

To remove a session you have to log out using the log-out button in the top right hand corner. If you just close the tab or window then the session will stay active. If you look in the OTRS log, you will see the message "Session ID xxxx... Removed" when you log out.

If you are logged in to the server when OTRS is running slow, check top, its ability to ping other hosts, and the apache logfile for any warnings or errors. OTRS log may give some insights as well (if you haven't already checked it).

[emanjamin2002]

OK thanks.

I will check the logs on monday morning as I just finished my week. Will do also for the pings.