Few things in RT that annoy me and my support

popeye · September 23, 2005, 11:16am

Ok i’m new in lis but using RT since May and now i have 3GB of tickets and 4
supporters which work with them…

We use 3.4.4 but it after upgrade from 3.2.3,
We on FreeBSD 5.3, apache 1.3.x, mysql 4.1.14, mod_perl 1.29, perl 5.8.6
This systems have 1G of RAM.
Intel(R) Pentium(R) 4 CPU 2.40GHz

RT DB have 115,410 of tickets (a lot of deleted bacause of spam)
2.3 GB of Attachements
1,347,963 - CachedGroupMembers
Transactions - 505,764
and for last Users table - 84,472…
We use RT for support our products, so our users send to public mails we
receive it into RT then support answer and resolve on tickets…

And now problems:

it’s slow for us… i think because we have so large db
innodb parameters:
innodb_buffer_pool_size=256M
innodb_additional_mem_pool_size=2M
sort_buffer=2M
30 newest unowned tickets
i set it for 10.000 tickets on ferst page - because i don’t know why (but
thing because deleted tickets) it not show me 200 if i set it to 200… it
show me only 20-30 but old tickets (which have user Nobody and support not
resolve yet) it don’t show… same thing if i click on this link on top of
table (10000 newest unowned tickets ) → i moved to search page, but page
empty, i click Next there only 2 tickets then again click on Next, there no
tickets.
When i set $MyRequestsLength to 10.000 it not show me 10.000 mails it show me
mails at about 1000. If i click on link “10000 newest unowned tickets” it
show me Found 30,762 tickets.
I search in mail list about this and I thing it is like this old mails
[rt-devel] Search results with large gaps between matches....
[rt-users] is the "first.m.last at foo.com" bug fixed in RT3?
but no solutions how to fix it…
After upgrade to 3.4.4 i get interesting bug “Empty mail history” i click
on ticket → it show me all except headers and history of mail… I restart
apache it shows again… Sometimes it not shows when i restart apache, then i
restart mysql it show me history again… Deleteing files in var/mason_data
not help. This occurs every day.
After upgrade to 3.4.4 session table is crashed every day too, i must
repair this table… I set write apache sessions, but not thing thats ok…

Well, help me please. sorry for my english. I will glad listen any help about
my problems. Thank you.

P.S. I like RT very much…
P.P.S. I know Ruslan Zarikov developer of RT. I want talk with you by icq or
email on russian. if you don’t mind

popeye · September 28, 2005, 11:08am

Thanx alot to Ruslan Zakirov.
Its some fixes for epty list in search and on first page in “newest unowned
tickets”.
Problem was: If user don’t have right for queue then he not see tickets from
this queue but RT reserve row for it in result, so we have small tickets on
first page and in search result…

How to fix:
We need search in database by queues which user have granted to see, not by
all queues, so RT wouldn’t reserve row for unnecessary queues.
It must speed up your first page too.

This code i put in share/html/Elements/MyRequests
Code is my (i’m not perl master) so maybe you could make it “cleaner”

find <%init> … </%init> section.
replace all to following code:

<%init>
my $rows = $RT::MyRequestsLength;

my $Query = “Owner = ‘Nobody’ AND ( Status = ‘new’ OR Status = ‘open’)”;

my $Qadd = “”;

my $CheckQueueRight = 'SeeQueue;

my $q=new RT::Queues($session{‘CurrentUser’});
$q->UnLimit;

while (my $queue=$q->Next) {
if ($queue->CurrentUserHasRight($CheckQueueRight)) {
$Qadd .= " OR Queue= ‘“.$queue->Id.”’“;
}
}
$Qadd =~ s/^\s*OR//;
$Query .= " AND (”.$Qadd.“)”;

my $QueryString = “”;
$QueryString = ‘?’ . $m->comp(‘/Elements/QueryString’,
Query => $Query,
Order => ‘DESC’,
OrderBy => ‘Priority’) if ($Query);

</%init>

so we have full list of requests now. Seems exactly like MyRequestsLength
value…
I think this code we can put to searches too, but i didn’t test it.On Friday 23 September 2005 15:16, popeye wrote:

Ok i’m new in lis but using RT since May and now i have 3GB of tickets and
4 supporters which work with them…

We use 3.4.4 but it after upgrade from 3.2.3,
We on FreeBSD 5.3, apache 1.3.x, mysql 4.1.14, mod_perl 1.29, perl 5.8.6
This systems have 1G of RAM.
Intel(R) Pentium(R) 4 CPU 2.40GHz

RT DB have 115,410 of tickets (a lot of deleted bacause of spam)
2.3 GB of Attachements
1,347,963 - CachedGroupMembers
Transactions - 505,764
and for last Users table - 84,472…
We use RT for support our products, so our users send to public mails we
receive it into RT then support answer and resolve on tickets…

And now problems:

it’s slow for us… i think because we have so large db
innodb parameters:
innodb_buffer_pool_size=256M
innodb_additional_mem_pool_size=2M
sort_buffer=2M

30 newest unowned tickets
i set it for 10.000 tickets on ferst page - because i don’t know why (but
thing because deleted tickets) it not show me 200 if i set it to 200… it
show me only 20-30 but old tickets (which have user Nobody and support not
resolve yet) it don’t show… same thing if i click on this link on top of
table (10000 newest unowned tickets ) → i moved to search page, but page
empty, i click Next there only 2 tickets then again click on Next, there no
tickets.
When i set $MyRequestsLength to 10.000 it not show me 10.000 mails it show
me mails at about 1000. If i click on link “10000 newest unowned tickets”
it show me Found 30,762 tickets.
I search in mail list about this and I thing it is like this old mails
[rt-devel] Search results with large gaps between matches....
[rt-users] is the "first.m.last at foo.com" bug fixed in RT3?
but no solutions how to fix it…

After upgrade to 3.4.4 i get interesting bug “Empty mail history” i
click on ticket → it show me all except headers and history of mail… I
restart apache it shows again… Sometimes it not shows when i restart
apache, then i restart mysql it show me history again… Deleteing files in
var/mason_data not help. This occurs every day.

After upgrade to 3.4.4 session table is crashed every day too, i must
repair this table… I set write apache sessions, but not thing thats ok…

Well, help me please. sorry for my english. I will glad listen any help
about my problems. Thank you.

P.S. I like RT very much…
P.P.S. I know Ruslan Zarikov developer of RT. I want talk with you by icq
or email on russian. if you don’t mind

The rt-users Archives

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

popeye · September 28, 2005, 3:12pm

also if somebody wants make delete and take on index page make this updates…
in share/html/Elements/MyRequests do this
replace Format to this
Format => “‘<a
href="$RT::WebPath/Ticket/Display.html?id=id">id/TITLE:#’, ‘<a
href="$RT::WebPath/Ticket/Display.html?id=id">S
ubject/TITLE:Subject’, QueueName, ExtendedStatus, CreatedRelative, '<A
HREF="$RT::WebPath/Ticket/Display.html?Action=Take&id=id">”.loc(‘Take’).
“/TITLE: ‘,’<a
href="$RT::WebPath/Ticket/Display.html?Status=deleted&id=id">”.loc(‘Delete’)."/TITLE: ’
",

(here is just add links to adding “Take” and “Delete” actions on first page)

so your support ca delete or take tickets from first page…
I think we need some actions on tickets from first page or search pages, cause
if you have large traffic of tickets then you have more spam, then your DB is
slower and slower and alot of clicking may annoy your support… so some
actions (example checkboxes on tickets like in phpMyAdmin on tables or rows)
to delete tickets, necessary for that… I hope we will see it the future RT
systems…On Wednesday 28 September 2005 15:08, popeye wrote:

Thanx alot to Ruslan Zakirov.
Its some fixes for epty list in search and on first page in “newest
unowned tickets”.
Problem was: If user don’t have right for queue then he not see tickets
from this queue but RT reserve row for it in result, so we have small
tickets on first page and in search result…

How to fix:
We need search in database by queues which user have granted to see, not by
all queues, so RT wouldn’t reserve row for unnecessary queues.
It must speed up your first page too.

This code i put in share/html/Elements/MyRequests
Code is my (i’m not perl master) so maybe you could make it “cleaner”

find <%init> … </%init> section.

replace all to following code:

<%init>
my $rows = $RT::MyRequestsLength;

my $Query = “Owner = ‘Nobody’ AND ( Status = ‘new’ OR Status = ‘open’)”;

my $Qadd = “”;

my $CheckQueueRight = 'SeeQueue;

my $q=new RT::Queues($session{‘CurrentUser’});
$q->UnLimit;

while (my $queue=$q->Next) {
if ($queue->CurrentUserHasRight($CheckQueueRight)) {
$Qadd .= " OR Queue= ‘“.$queue->Id.”’“;
}
}
$Qadd =~ s/^\s*OR//;
$Query .= " AND (”.$Qadd.“)”;

my $QueryString = “”;
$QueryString = ‘?’ . $m->comp(‘/Elements/QueryString’,
Query => $Query,
Order => ‘DESC’,
OrderBy => ‘Priority’) if ($Query);

</%init>

so we have full list of requests now. Seems exactly like MyRequestsLength
value…
I think this code we can put to searches too, but i didn’t test it.

On Friday 23 September 2005 15:16, popeye wrote:

Ok i’m new in lis but using RT since May and now i have 3GB of tickets
and 4 supporters which work with them…

We use 3.4.4 but it after upgrade from 3.2.3,
We on FreeBSD 5.3, apache 1.3.x, mysql 4.1.14, mod_perl 1.29, perl 5.8.6
This systems have 1G of RAM.
Intel(R) Pentium(R) 4 CPU 2.40GHz

RT DB have 115,410 of tickets (a lot of deleted bacause of spam)
2.3 GB of Attachements
1,347,963 - CachedGroupMembers
Transactions - 505,764
and for last Users table - 84,472…
We use RT for support our products, so our users send to public mails we
receive it into RT then support answer and resolve on tickets…

And now problems:

it’s slow for us… i think because we have so large db
innodb parameters:
innodb_buffer_pool_size=256M
innodb_additional_mem_pool_size=2M
sort_buffer=2M

30 newest unowned tickets
i set it for 10.000 tickets on ferst page - because i don’t know why (but
thing because deleted tickets) it not show me 200 if i set it to 200…
it show me only 20-30 but old tickets (which have user Nobody and support
not resolve yet) it don’t show… same thing if i click on this link on
top of table (10000 newest unowned tickets ) → i moved to search page,
but page empty, i click Next there only 2 tickets then again click on
Next, there no tickets.
When i set $MyRequestsLength to 10.000 it not show me 10.000 mails it
show me mails at about 1000. If i click on link “10000 newest unowned
tickets” it show me Found 30,762 tickets.
I search in mail list about this and I thing it is like this old mails
http://lists.bestpractical.com/pipermail/rt-devel/2002-October/002650.htm
l
http://lists.bestpractical.com/pipermail/rt-users/2003-December/019008.ht
ml but no solutions how to fix it…

After upgrade to 3.4.4 i get interesting bug “Empty mail history” i
click on ticket → it show me all except headers and history of mail… I
restart apache it shows again… Sometimes it not shows when i restart
apache, then i restart mysql it show me history again… Deleteing files
in var/mason_data not help. This occurs every day.

After upgrade to 3.4.4 session table is crashed every day too, i must
repair this table… I set write apache sessions, but not thing thats ok…

Well, help me please. sorry for my english. I will glad listen any help
about my problems. Thank you.

P.S. I like RT very much…
P.P.S. I know Ruslan Zarikov developer of RT. I want talk with you by icq
or email on russian. if you don’t mind

The rt-users Archives

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

The rt-users Archives

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

Scott_Frisbie · September 28, 2005, 5:31pm

Thanks! This bit of code works perfectly! We’ve been trying to have
multiple departments use the same instance of RT so we could all use the
same RTFM, but when the other departments would get a rush of tickets,
all the unowned tickets for our department would disappear. Popeye, you
may not be a ‘perl master’, but you are way ahead of me! Thanks again,
this list is one of the best on the net.
Scott

Thanx alot to Ruslan Zakirov.
Its some fixes for epty list in search and on first page in “newest
unowned
tickets”.
Problem was: If user don’t have right for queue then he not see tickets
from
this queue but RT reserve row for it in result, so we have small tickets
on
first page and in search result…

How to fix:
We need search in database by queues which user have granted to see, not
by
all queues, so RT wouldn’t reserve row for unnecessary queues.
It must speed up your first page too.