目录
摘要
下面是OTRS安装（包括配置）、编码、内存使用及其它方面的性能增强技术的清单。
提升OTRS性能有如下一些方法。
工单队列视图的索引有两个后端模块：
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.Console.pl Maint::Ticket::QueueIndexRebuild
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.Console.pl
Maint::Ticket::FulltextIndexRebuild.
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.
存储工单/信件有两个不同后端模块：
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.
赞成：它很快！
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
bin/otrs.Console.pl Admin::Article::StorageSwitch to
put the articles from the database onto the filesystem or the other way
around. You can use the --target option to specify the
target backend. 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.Console.pl Admin::Article::StorageSwitch --target ArticleStorageFS
脚本: 切换存储后端，从数据库切换到文件系统。
如果你想在数据库中保持旧的附件，可以激活系统配置选项Ticket::StorageModule::CheckAllBackends，以确保OTRS仍然能够找到它们。
As OTRS can be used as an audit-proof system, deleting closed tickets may not be a good idea. Therefore we implemented a feature that allows you to archive tickets.
匹配某个条件的工单可以标记为“已归档”。这些工单在使用常规的工单搜索或运行一个自动任务时无法访问。系统本身不再需要处理大量的工单，而只考虑‘最近’的工单就可以了。这在大型系统中能带来巨大的性能提升。
To use the archive feature simply follow these steps:
Activate the archive system in SysConfig
在系统管理页面中，进入系统管理后选择Ticket（工单）组，在Core::Ticket中找到选项Ticket::ArchiveSystem，默认设置为“否”。修改这个选项为“是”并保存。
定义一个自动任务
在系统管理页面，选择‘GenericAgent自动任务’并添加一个新任务。
任务设置
为归档任务提供一个名称，并选择合适的选项来计划这个任务。
工单过滤
工单过滤器就是搜索匹配选定条件的工单。要只归档前几个月关闭的工单，使用过滤器也许是一个好主意。
工单操作
在这部分设置标签为“归档选中的工单”字段为“archive tickets归档工单”。
保存任务
在页面的结尾可以找到保存任务的按钮。
影响的工单
系统在执行这个自动任务时会显示所有要归档的工单。
工单搜索
当你搜索工单时，系统默认搜索未归档的工单。如果你要同时搜索已归档的工单，仅需在定义搜索条件时添加‘归档搜索’即可。
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.Console.pl Maint::Session::DeleteAll
shell> /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete
shell> sudo mount -o size=16G -t tmpfs none /opt/otrs/var/tmp
# 可在文件/etc/fstab中添加永久挂载点
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.