OTOBO / Znuny System Status – Monitoring & Performance
1. Overview
A stable and high-performance operation of your OTOBO / Znuny system is essential to ensure fast support and smooth processes. The Support Data Collector regularly delivers a structured status report of your installation to Rother OSS, enabling you to identify critical key figures and potential vulnerabilities early on.
2. Support Data Collector – How it Works
The Support Data Collector automatically collects:
- System information (OS, Kernel, Perl version)
- Database insights (version, character set, indexes)
- Cluster and node status (Elasticsearch health)
- Memory and disk usage
- Mail queue and domain configuration
- OTP session data and active users
This data is sent (anonymized) to Rother OSS and visualized in an LED traffic light system:
| Section | Status LED | Meaning |
|---|---|---|
| Database | 🟢 Green | Everything is OK |
| Document Search / Cluster | 🟡 Yellow | Observation recommended |
| System Load & Memory | 🔴 Red | Immediate action required |
3. Detailed Status Sections
3.1 System & OS
- Operating system incl. Kernel version
- Perl interpreter (check compatibility)
- System Load (1 / 5 / 15 min load averages)
3.2 Database
- DB version (MySQL, MariaDB, PostgreSQL)
- Character set: utf8 / utf8mb4 (client, DB server, tables)
- Index size & fragmentation
- Orphaned entries in
ticket_index&ticket_lock_index
3.3 Document Search (Elasticsearch)
- Cluster health (Green/Yellow/Red)
- Shard distribution & replica status
- Index storage size
3.4 Mail Queue & Communication
- Pending mails in the send queue
- SMTP domain & Reverse DNS
3.5 OTOBO Application
- Active Sessions (Maximum vs. Current)
- Daemon status
- Cache backend & TTL settings
- PHP/Perl modules (versions & availability)
4. System Logs & Performance Logs
4.1 System Log
A central log view in the admin interface allows:
- Filtering by date, log level, module
- Direct search for error messages, warnings, system events
Tip: Define log levels in the SysConfig appropriate for your use case (e.g., “WARNING” for production environments).
4.2 Performance Log
Activate performance logging to:
- Collect min/max/avg response times of individual actions
- Identify bottlenecks in your widgets, modules, or database queries
- Feed dashboards with real-time metrics
Note: A short interval (e.g., 1 second) provides more granular data but can cause more load.
5. Proactive Monitoring & Alerts
- Traffic light dashboard in the admin interface shows the overall status at a glance.
- Email notifications on critical status changes (e.g., database red).
- Webhooks / SNMP traps via GenericAgent for external monitoring solutions (e.g., Z-Mon, Nagios).
6. Summary
The OTOBO / Znuny Support Data Collector and the integrated monitoring tools provide you with:
- Transparency about the system status
- Early warning system for performance or stability problems
- Data-driven decisions for capacity planning and optimization
Rely on regular evaluation and alerting to keep your helpdesk platform performant, secure, and fail-safe at all times