Inhaltsverzeichnis
Zusammenfassung
Presented below is a list of performance enhancing techniques for your OTRS installation, including configuration, coding, memory use, and more.
Es gibt verschiedene Ansätze zur Leistungssteigerung von OTRS.
There are two backend modules for the index for the ticket queue view:
Kernel::System::Ticket::IndexAccelerator::RuntimeDBThis is the default option, and will generate each queue view on the fly from the ticket table. You will not have performance trouble until you have about 60,000 open tickets in your system.
Kernel::System::Ticket::IndexAccelerator::StaticDB
The most powerful module, should be used when you have above 80,000 open
tickets. It uses an extra ticket_index table, which will
be populated with keywords based on ticket data. Use
bin/otrs.RebuildTicketIndex.pl for generating an
initial index after switching backends.
You can change the used IndexAccelerator module via SysConfig.
This module helps to extend your articles full-text search (From, To, Cc, Subject and Body search). There are two backend modules for the search index:
Kernel::System::Ticket::ArticleSearchIndex::RuntimeDBThis is the default option, and will will do full-text searches on live data (it works fine for up to 50,000 tickets).
Kernel::System::Ticket::ArticleSearchIndex::StaticDBThis module will strip all articles and build an index after article creation, increasing performance of full-text searches up to 50%.
You can change the used SearchIndexModule via SysConfig.
To create an initial index, use
bin/otrs.RebuildFulltextIndex.pl.
For StaticDB module, there are some options available for fine tuning:
Ticket::SearchIndex::AttributeThe attribute "WordCountMax" defines the maximum of words which will be processed to build up the index. For example only the first 1000 words of an article body are stored in the article search index. The attributes "WordLengthMin" and "WordLengthMax" are used as word length boundaries. Only words with a length between these two values are stored in the article search index.
Ticket::SearchIndex::FiltersThere are three default filters defined:
The first filter strips out special chars like: , & < > ?
" ! * | ; [ ] ( ) + $ ^=
The second filter strips out words which begin or ends with one of following
chars: ' : .
The third filter strips out words which do not contain a word-character:
a-z, A-Z, 0-9, _
Ticket::SearchIndex::StopWordsThere are so-called stop-words defined for some languages. These stop-words will be skipped while creating the search index.
Es stehen zwei Module für das Speichern der Tickets und Artikel bereit:
Kernel::System::Ticket::ArticleStorageDBThis default module will store attachments in the database.
Don't use it with large setups.
Pro: If your web server isn't running under 'otrs' user, use this module to avoid file permission problems.
Con: It is not advisable to store attachments in your database. Take care
that your database is able to store large objects. I.e.: configure MySQL
with set-variable = max_allowed_packet=8M to store 8 MB
objects (the default is 2M).
Kernel::System::Ticket::ArticleStorageFSUse this module to store attachments on the local file system.
Recommended for large setups.
Pro: Schneller!
Con: Your web server should run under the 'otrs' user. Also, if you have multiple front-end servers, you must make sure the filesystem is shared between the servers. Place it on an NFS share or preferably a SAN or similar solution.
You can switch from one back-end to the other on the fly. You can switch the
backend in the SysConfig, and then run the command line utility
otrs.ArticleStorageSwitch.pl to put the articles from
the database onto the filesystem or the other way around. You can use the
-s and -d options to specify the
source and destination back-ends. Please note that the entire process can
take considerable time to run, depending on the number of articles you have
and the available CPU power and/or network capacity.
shell> bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS
Skript: Wechsel des TicketStorage-Backends von Datenbank zu Dateisystem.
Da OTRS als revisionssicheres System betrieben werden kann, ist das Löschen von geschlossenen Tickets möglicherweise nicht empfehlenswert. Daher haben wir eine Funktion implementiert, mit der Sie Tickets archivieren können.
Tickets that match certain criteria can be marked as "archived". These tickets are not accessed if you do a regular ticket search or run a Generic Agent job. The system itself does not have to deal with a huge amount of tickets any longer as only the "latest" tickets are taken into consideration when using OTRS. This can result in a huge performance gain on large systems.
Befolgen Sie folgende Schritte, um die Archivierungsfunktion zu nutzen:
Archivsystem in der SysConfig aktivieren
Wählen Sie in der SysConfig die Gruppe Ticket aus. In
Core::Ticket finden Sie die Option
Ticket::ArchiveSystem, die standardmäßig auf "Nein"
steht. Ändern Sie diese auf "Ja" und speichern Sie die Änderung ab.
Anlegen eines GenericAgent-Jobs
Wählen Sie im Administrationsbereich den "GenericAgent" aus und legen Sie dort einen neuen Job an.
Job-Einstellungen
Geben Sie dem Job einen geeigneten Namen und angemessene Optionen.
Ticket-Filter
Der Ticketfilter ist eine Ticketsuche, die Tickets nach bestimmten Kriterien auswählt. Es könnte empfehlenswert sein, nur Tickets zu archivieren, die seit einigen Monaten im Status "geschlossen" sind.
Ticket-Aktion
Im Abschnitt "Ticket-Aktion" werden Sie eine Aktion "Ausgewählte Tickets archivieren" finden. Wählen Sie dort "Tickets archivieren" aus.
Job speichern
Am Ende der Seite finden Sie einen Knopf zum Speichern des Jobs.
Betroffene Tickets
Das System wird dann alle Tickets anzeigen, die beim Ausführen des GenericAgent-Jobs archiviert werden.
Ticketsuche
Wenn Sie nun nach Tickets suchen, werden standardmäßig nur Tickets gefunden, die nicht archiviert sind. Wenn Sie auch in archivierten Tickets suchen wollen, fügen Sie "Archivsuche" zu Ihren Suchkriterien hinzu.
OTRS caches a lot of temporary data in
/opt/otrs/var/tmp. Please make sure that this uses a
high performance file system/storage. If you have enough RAM, you can also
try to put this directory on a ramdisk like this:
shell> /opt/otrs/bin/otrs.CleanUp.pl
shell> /opt/otrs/bin/otrs.DeleteCache.pl
shell> sudo mount -o size=16G -t tmpfs none /opt/otrs/var/tmp
# add persistent mount point in /etc/fstab
Please note that this will be a non-permanent storage that will be lost on server reboot. All your sessions (if you store them in the filesystem) and your cache data will be lost.
There is also a centralized memcached based cache backend available for purchase from OTRS Group.