Maniphest T320538

Technical investigation of VRT and Znunny
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	• Jhernandez
	Oct 11 2022, 4:51 PM

Description

Background information

VRT uses znuny as a ticketing system. There was some question as to whether it would make sense to use this ourselves, though that's since been decided. However, it's worth knowing how this system works and how we might integrate with it.

Questions

What language is znuny?

Perl

What are current challenges with znuny?

There are some outstanding issues like T138915: OTRS database is "too large" which are a pain for the DB admins and have other issues like search performance problems (T17210: OTRS searches take a very long time).

Also, it doesn't integrate well with email which is a challenge when tickets get escalated to the foundation T&S team. The tickets aren't updated appropriately.

Is there a rest api?

Yes, the documentation is here. https://itgovernanceportal.com/znuny/znuny-otrs-rest-api-routes/

Resources

SRE documentation: https://wikitech.wikimedia.org/wiki/VRT_System
https://meta.wikimedia.org/wiki/Volunteer_Response_Team
https://www.znuny.org/en

Related Objects

Mentioned Here: T17210: OTRS searches take a very long time
T138915: OTRS database is "too large"

Event Timeline

• Jhernandez created this task.Oct 11 2022, 4:51 PM

Restricted Application added a subscriber: Aklapper. · View Herald TranscriptOct 11 2022, 4:51 PM

• Jhernandez updated the task description. (Show Details)Oct 11 2022, 4:52 PM

Code repos are here: https://github.com/znuny

Language stats of the main repo:

Language	%
Perl	96.8%
JavaScript	2.4%
CSS	0.6%
PLSQL	0.2%
HTML	0.0%
Raku	0.0%

So mainly a Perl codebase.

A summary of the features can be seen in their main page:

https://www.znuny.org/en/features

Here is some information about VRT from WMFs perspective https://office.wikimedia.org/wiki/Community_groups/VRT who can be contacted and how and other useful information.

The SRE documentation is here: https://wikitech.wikimedia.org/wiki/VRT_System which provides insights about the operations side of the system. Very complete page.

The system is largely the upstream Znuny, but we do have some template overrides that live here: https://gerrit.wikimedia.org/g/operations/software/otrs/%2B/refs/heads/master and that are manually adapted when the software is updated as part of the maintenance process.

Here are some other useful links: