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OTRS 6.0 - /opt/otrs/bin/c CPU usage

Hi everyone,

On OTRS 6.0, the /opt/otrs/bin/c processus use 100% when login to otrs/index.pl :

3104 apache    20   0  441496  79904   6308 R 100.0  0.2   0:06.05 /opt/otrs/bin/c

The web page is displayed after 4.1 min, after than process /opt/otrs/bin/c is finished and OTRS respond quickly.

I don't kown if correlation exist, but I found this old threads :

https://bugs.debian.org/cgi-bin/bugreport.cgi?bug=821848 https://access.redhat.com/security/cve/cve-2015-8853

I use perl v5.16.3 on CentOS 7.6

If the problem concerne perl version (regex issue), what the best practice to upgrade version (not in the official repo) ?

By scl, Redhat write "Unfortunately, it’s not easy to solve these issues, because we would lose the ability to not influence the base system underneath, the main feature of Software Collections technology." By compilation (cpan...), broke yum dependance and install many build packages

OTRS Perl script use #!/usr/bin/perl shebang.

Thank in advance

Community
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user5525652
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1 Answers1

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I've got similar issue with last version of OTRS (6 patch level 19), perl 5.16.3 on CentOS 7.6.

Randomly on my side I can't open the login screen due to /opt/otrs/bin/c hanged process (but no CPU utilization).

If I do a restart of Apache httpd service it doesn't restart immediatly but it waits the end of that process.

Today I found a "dirty way" to upgrade perl to 5.26 and to install all requested perl modules (by OTRS).

I have been testing the solution for a couple of days and it seems to work regularly. Unfortunately the problem is totally random so I will have to wait more days.

Here the workaround (CentOS 7.6)

Install centos-release-scl and some other stuff

yum update

yum install centos-release-scl

yum install rh-perl526

yum install gcc

yum install openssl-devel.x86_64

yum install rh-perl526-perl-CPAN.noarch

yum install rh-perl526-perl-DBD-MySQL.x86_64

yum install rh-perl526-perl-Encode-devel.x86_64

yum install expat-devel.x86_64

yum install rh-perl526-mod_perl.x86_64

yum install rh-perl526-perl-DateTime.x86_64

yum install rh-perl526-perl-YAML.noarch

Enable "special" bash with perl 5.26

scl enable rh-perl526 bash

cpan Crypt::Eksblowfish::Bcrypt

cpan Crypt::SSLeay

cpan Encode::HanExtra

cpan IO::Socket::SSL

cpan JSON::XS

cpan Mail::IMAPClient

cpan Authen::SASL

cpan Net::DNS

cpan Template

cpan Text::CSV_XS

cpan XML::LibXML

cpan XML::LibXSLT

cpan XML::Parser

cpan Net::LDAP

cpan YAML::XS

check required modules by OTRS

/opt/otrs/bin/otrs.CheckModules.pl

To make perl 5.26 persistent for all users and cron

append lines to /etc/profile

export LD_LIBRARY_PATH=/opt/rh/rh-perl526/root/usr/lib64 export PATH=/opt/rh/rh-perl526/root/usr/local/bin:/opt/rh/rh-perl526/root/usr/bin:/usr/local/sbin:/usr/local/bin:/usr/sbin:/usr/bin:/root/bin

append lines to /etc/environment

LD_LIBRARY_PATH=/opt/rh/rh-perl526/root/usr/lib64 PATH=/opt/rh/rh-perl526/root/usr/local/bin:/opt/rh/rh-perl526/root/usr/bin:/usr/local/sbin:/usr/local/bin:/usr/sbin:/usr/bin:/root/bin

alino
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