OTRS slow

[mamebina123]

Hi,

i am using OTRS 5.0.18 / Postgresql 9.5 / Apache2 / RAM 6 GB

I have a few performance problems in the following cases:

• SysConfig --> when i update a few settings: 6-8 seconds (maybe normal)

• Closing Ticket --> (100 - 120 seconds) I have no additional settings (notification, generic agent for closing the ticket)

• Create E-Mail Ticket -->(100 - 120 seconds) Normally i never use "Create E-Mail Ticket", because i created a dynamic field in the "Create Telephone-Ticket-View" which activates a GenericAgent-event for sending out mail. So sending out a mail via Telephone-Ticket runs also slow. (using sendmail)

Everything else is working very fast. So what could be the reason for the listed performance issues?

[RStraub]

Slow on creating ticket is most likely a DNS or MX-check issue. I think you can disable the MX checking in the syslog.

Changing things in the SysLog is very slow - that's true. OTRS does rebuild its "running config" for each reloading page and additonally might clear the cache.

I'm lacking an explanation for the closing of the ticket... what addons do you have installed ? Or do you work with many links (like parent/child) ?

[mamebina123]

Thank you for your answer.

Slow on creating ticket is most likely a DNS or MX-check issue. I think you can disable the MX checking in the syslog.

Disabled under SysConfig -> Framework::Core::CheckMXRecord. Still slow.

I'm lacking an explanation for the closing of the ticket... what addons do you have installed ? Or do you work with many links (like parent/child) ?

I meant, that i have not added any event-based actions when closing the ticket. But now i noticed that my information i have given to you was false. I have configured a TicketNotification via Mail when closing the ticket. I disabled it and now it works also fast.
So sending out e-mail is the main problem.

Maybe showing a log-file should help. Which log-file should i show? I unfortunately a linux beginner. Is var/log/mail.log the right one?

edit* my var/log/mail.log

Code: Select all

May 30 17:12:01 virtual-machine sendmail[7070]: My unqualified host name (virtual-machine) unknown; sleeping for retry
May 30 17:13:01 virtual-machine sendmail[7070]: unable to qualify my own domain name (virtual-machine) -- using short name
May 30 17:13:01 virtual-machine sendmail[7070]: v4UFD1Er007070: from=otrs, size=445, class=0, nrcpts=1, msgid=<201705301513.v4UFD1Er007070@virtual-machine>, bodytype=8BITMIME, relay=otrs@localhost
May 30 17:13:01 virtual-machine sm-mta[7084]: v4UFD1Iq007084: from=<otrs@virtual-machine>, size=741, class=0, nrcpts=1, msgid=<201705301513.v4UFD1Er007070@virtual-machine>, bodytype=7BIT, proto=ESMTP, daemon=MTA-v4, relay=localhost [127.0.0.1]
May 30 17:13:01 virtual-machine sendmail[7070]: v4UFD1Er007070: to=root@localhost, ctladdr=otrs (999/999), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30445, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (v4UFD1Iq007084 Message accepted for delivery)
May 30 17:13:01 virtual-machine sm-mta[7085]: v4UFD1Iq007084: to=<root@djordje-virtual-machine>, ctladdr=<otrs@virtual-machine> (999/999), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30978, dsn=2.0.0, stat=Sent

[mamebina123]

Okay the log-file helped me a lot and in combination with google i came to an solution, which i want to share with you.

As you can see the log-file says: "unable to qualify my own domain name -- using short name"
I googled it and came to this solution.
https://askubuntu.com/questions/436260/ ... -short-nam

That´s it