Create.html very slow to load

RT Users
1

Hello,

I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9.

I recently released RT into production and all is well, except now when
I select a queue and click to create a new ticket, RT hangs for a while
and does not load “Create.html” for about 30 seconds. My development
version does not do this so the only reason I can think of is the
database backend. This is the only difference between prod and dev.

I am in a bind because my dev/test box works great, and I can’t shut
down production to debug. I have 18 queues in the DB and all other
pages that have to do with loading from the queues table loads fine.

Any ideas would be very helpful.

Thanks - Adam Myers

2

|< Reply to myself

I found that since I added all my companies users to the DB, the page
takes a long amount of time to run the ‘SelectOwner’ component. It is
querying to see WhoHasRight to own a ticket in that queue. This
searches only 378 users, so every time that component is called it will
take about 20-30 seconds to load.

Is there a way to speed up this query? I can remove the option to
SelectOwner on ticket creation, not many people do that anyways. But
when a ticket needs a watcher or owner assigned, it will hang for a
while which is not good.

Please help

AdamFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Myers,
Adam
Sent: Tuesday, November 29, 2005 9:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Create.html very slow to load

Hello,

I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9.

I recently released RT into production and all is well, except now when
I select a queue and click to create a new ticket, RT hangs for a while
and does not load “Create.html” for about 30 seconds. My development
version does not do this so the only reason I can think of is the
database backend. This is the only difference between prod and dev.

I am in a bind because my dev/test box works great, and I can’t shut
down production to debug. I have 18 queues in the DB and all other
pages that have to do with loading from the queues table loads fine.

Any ideas would be very helpful.

Thanks - Adam Myers

3

Myers, Adam wrote:

|< Reply to myself

I found that since I added all my companies users to the DB, the page
takes a long amount of time to run the ‘SelectOwner’ component. It is
querying to see WhoHasRight to own a ticket in that queue. This
searches only 378 users, so every time that component is called it
will take about 20-30 seconds to load.

Do all 378 users need to OWN tickets, or just be requestors? That’s the
quickest way to prune the load time.

Is there a way to speed up this query? I can remove the option to
SelectOwner on ticket creation, not many people do that anyways. But
when a ticket needs a watcher or owner assigned, it will hang for a
while which is not good.

Please help

Adam

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Myers, Adam
Sent: Tuesday, November 29, 2005 9:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Create.html very slow to load

Hello,

I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9.

I recently released RT into production and all is well, except now
when I select a queue and click to create a new ticket, RT hangs for a
while and does not load “Create.html” for about 30 seconds. My
development version does not do this so the only reason I can think of
is the database backend. This is the only difference between prod and
dev.

I am in a bind because my dev/test box works great, and I can’t shut
down production to debug. I have 18 queues in the DB and all other
pages that have to do with loading from the queues table loads fine.

Any ideas would be very helpful.

Thanks - Adam Myers

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

4

That is what’s bewildering me right now is that all users are brand new
and are not apart of any group or have any rights granted. There are
only about 15 users right now that have the right to own a ticket.

** Adam MyersFrom: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Tuesday, November 29, 2005 10:13 AM
To: Myers, Adam
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Create.html very slow to load

Myers, Adam wrote:

|< Reply to myself

I found that since I added all my companies users to the DB, the page
takes a long amount of time to run the ‘SelectOwner’ component. It is

querying to see WhoHasRight to own a ticket in that queue. This
searches only 378 users, so every time that component is called it
will take about 20-30 seconds to load.

Do all 378 users need to OWN tickets, or just be requestors? That’s the
quickest way to prune the load time.

Is there a way to speed up this query? I can remove the option to
SelectOwner on ticket creation, not many people do that anyways. But
when a ticket needs a watcher or owner assigned, it will hang for a
while which is not good.

Please help

Adam

–
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Myers, Adam
Sent: Tuesday, November 29, 2005 9:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Create.html very slow to load

Hello,

I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle

I recently released RT into production and all is well, except now
when I select a queue and click to create a new ticket, RT hangs for a

while and does not load “Create.html” for about 30 seconds. My
development version does not do this so the only reason I can think of

is the database backend. This is the only difference between prod and

dev.

I am in a bind because my dev/test box works great, and I can’t shut
down production to debug. I have 18 queues in the DB and all other
pages that have to do with loading from the queues table loads fine.

Any ideas would be very helpful.

Thanks - Adam Myers

–

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at

http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

5

Check your global rights. I suspect that you have assigned Everyone the
OwnTicket right, perhaps as an oversight.

Myers, Adam wrote:

That is what’s bewildering me right now is that all users are brand new
and are not apart of any group or have any rights granted. There are
only about 15 users right now that have the right to own a ticket.

** Adam Myers

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Tuesday, November 29, 2005 10:13 AM
To: Myers, Adam
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Create.html very slow to load

Myers, Adam wrote:

|< Reply to myself

I found that since I added all my companies users to the DB, the page
takes a long amount of time to run the ‘SelectOwner’ component. It is

querying to see WhoHasRight to own a ticket in that queue. This
searches only 378 users, so every time that component is called it
will take about 20-30 seconds to load.

Do all 378 users need to OWN tickets, or just be requestors? That’s the
quickest way to prune the load time.

Is there a way to speed up this query? I can remove the option to
SelectOwner on ticket creation, not many people do that anyways. But
when a ticket needs a watcher or owner assigned, it will hang for a
while which is not good.

Please help

Adam

–
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Myers, Adam
Sent: Tuesday, November 29, 2005 9:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Create.html very slow to load

Hello,

I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle

I recently released RT into production and all is well, except now
when I select a queue and click to create a new ticket, RT hangs for a

while and does not load “Create.html” for about 30 seconds. My
development version does not do this so the only reason I can think of

is the database backend. This is the only difference between prod and

dev.

I am in a bind because my dev/test box works great, and I can’t shut
down production to debug. I have 18 queues in the DB and all other
pages that have to do with loading from the queues table loads fine.

Any ideas would be very helpful.

Thanks - Adam Myers

–

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at

http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

–
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

6

The only global rights allowed to Everyone is ModifySelf. Users are not
granted global rights and only get rights from groups they belong to.

** Adam MyersFrom: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Tuesday, November 29, 2005 10:26 AM
To: Myers, Adam
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Create.html very slow to load

Check your global rights. I suspect that you have assigned Everyone the
OwnTicket right, perhaps as an oversight.

Myers, Adam wrote:

That is what’s bewildering me right now is that all users are brand
new and are not apart of any group or have any rights granted. There
are only about 15 users right now that have the right to own a ticket.

** Adam Myers

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Tuesday, November 29, 2005 10:13 AM
To: Myers, Adam
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Create.html very slow to load

Myers, Adam wrote:

|< Reply to myself

I found that since I added all my companies users to the DB, the page

takes a long amount of time to run the ‘SelectOwner’ component. It
is

querying to see WhoHasRight to own a ticket in that queue. This
searches only 378 users, so every time that component is called it
will take about 20-30 seconds to load.

Do all 378 users need to OWN tickets, or just be requestors? That’s
the quickest way to prune the load time.

Is there a way to speed up this query? I can remove the option to
SelectOwner on ticket creation, not many people do that anyways. But
when a ticket needs a watcher or owner assigned, it will hang for a
while which is not good.

Please help

Adam

–
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Myers, Adam
Sent: Tuesday, November 29, 2005 9:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Create.html very slow to load

Hello,

I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle

I recently released RT into production and all is well, except now
when I select a queue and click to create a new ticket, RT hangs for
a

while and does not load “Create.html” for about 30 seconds. My
development version does not do this so the only reason I can think
of

is the database backend. This is the only difference between prod
and

dev.

I am in a bind because my dev/test box works great, and I can’t shut
down production to debug. I have 18 queues in the DB and all other
pages that have to do with loading from the queues table loads fine.

Any ideas would be very helpful.

Thanks - Adam Myers

–

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media
at

http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and

San Francisco - Find out more at
http://bestpractical.com/services/training.html

–
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

7

|< Reply to myself

I found that since I added all my companies users to the DB, the page
takes a long amount of time to run the ‘SelectOwner’ component. It is

Is there a way to speed up this query? I can remove the option to

Please help

Can you try RT 3.4.5pre1? It contains a fix designed to address this issue.

8

Jesse,

I see there is a big change in Users_Overlay.pm for user rights lookup,
which is what I need. What are the other major areas of RT that has been
updated from 3.4.4. I have done a lot of custom additions and
modifications. I would like to upgrade but I am uneasy about it due to a
lot of files in …/local/lib and …/local/html that may have large
differences.

Thanks.

** Adam MyersFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Tuesday, November 29, 2005 2:07 PM
To: Myers, Adam
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Create.html very slow to load

|< Reply to myself

I found that since I added all my companies users to the DB, the page
takes a long amount of time to run the ‘SelectOwner’ component. It is

Is there a way to speed up this query? I can remove the option to

Please help

Can you try RT 3.4.5pre1? It contains a fix designed to address this
issue.

Adam

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Myers,
Adam
Sent: Tuesday, November 29, 2005 9:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Create.html very slow to load

Hello,

I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle

I recently released RT into production and all is well, except now
when I select a queue and click to create a new ticket, RT hangs for a

while and does not load “Create.html” for about 30 seconds. My
development version does not do this so the only reason I can think of

is the database backend. This is the only difference between prod and
dev.

I am in a bind because my dev/test box works great, and I can’t shut
down production to debug. I have 18 queues in the DB and all other
pages that have to do with loading from the queues table loads fine.

Any ideas would be very helpful.

Thanks - Adam Myers

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at

http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html