OTOBO System Status – Monitoring & Performance

1. Overview

Stable and high-performance operation of your OTOBO / Znuny system is essential to ensure fast support and smooth processes. The support data collector regularly provides a structured status report of your installation to Rother OSS, allowing you to identify critical metrics and potential vulnerabilities at an early stage.

2. Support Data Collector – How it works

The support data collector automatically gathers:

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 within limits
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 the log level in SysConfig according to your deployment (e.g., “WARNING” for production operation).

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 may cause higher load.

5. Proactive Monitoring & Alerts

Traffic light dashboard in the Admin interface shows the overall status at a glance.
Email notifications for 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 regarding the system state
Early warning system for performance or stability issues
Data-driven decisions for capacity planning and optimization

Rely on regular evaluation and alerting to keep your helpdesk platform performing, secure, and fail-safe at all times!

Frequently asked questions

What is the OTOBO support data collector?

It gathers system health and configuration information that helps diagnose stability and performance issues.

Where can administrators check system status?

In the Admin area under System Status / support data views that summarize monitoring and performance indicators.

Why monitor OTOBO system status regularly?

Regular checks help detect misconfigurations, resource problems, and risks before they affect ticket handling.