In the /Search/Results.html page when I filter based on custom fields(province, category, subcategory) it takes about 15 seconds to display the filtered results but, when filtered on queue, status, open by, created it returns the results really fast. We faced this issue when there was a network outage on our side. During the network outage we lost connection with out db. After connecting back to the db we faced this issue. Also our objectcustomfiledvalues table has over 83 Million rows (12 GB in size). Should I reduce the table size? will that bring back performance ?
Check the rt.log for errors or warnings.
Maybe there are bogus items or other hints.
Check the database’s logs for corrupted items. Try to rebuild the index.
To narrow down the source of the slowness, remove most of the columns in your results and try starting with a search that returns a small number of tickets to start, then filter. Depending on the number of type of columns in the search results, RT can do a bunch of work rendering the results, which isn’t dependent on the original search itself.
For production i disabled RT to log in a file. And did the reindex tables and removed invalid indexes as well. I think the problem lies in the DB itself.
I took a dump of production db and imported in the dev server and reduced the columns as well, but no luck. I noticed this problem was only in Back Office Dashboard not in other departments. And all of the tickets has Back Office as Queue(over 8 Million Tickets), and a custom field creator department is used to track the creator. The reason other Dashboards are fast is that there are 300+ daily tickets whose queue is SAF, NOC …, and all other departments have Back Office as their queue. Maybe i should reduce the number of tickets whose queue is back office or delete old tickets.