Performance issues when viewing tickets with attachments

Hi all,

We’ve noticed that the time it takes to display a ticket after clicking
on it is significantly greater when that ticket has one or more
attachments in one item of correspondence. (ie, 1 second vs. 6 seconds.)

Why would it need to grind away just to display a ticket? Is there a
solution for this? Could it be that the Attachments table in the db is
probably about 1.5 GB by now?

4000 ticket database, redhat 9, apache 1.3, FastCGI, mysql, RT 3.0.7_01.

By the way, switching to 3.0.7_01 and FastCGI totally fixed the
attachment corruption issue for us, w00t.

Thanks for your help,
mike

Hi all,

We’ve noticed that the time it takes to display a ticket after clicking
on it is significantly greater when that ticket has one or more
attachments in one item of correspondence. (ie, 1 second vs. 6 seconds.)

Why would it need to grind away just to display a ticket? Is there a
solution for this?

It’s an issue that we’re already aware of. Fixing it requires
some fairly deep work that isn’t currently scheduled for any time soon.

The short version is that the database abstraction layer fetches whole
rows from the attachments table (rather than lazy-loading the Content
column) when listing off transaction attachments. I think we know how
to fix it, when we do, but it’s probably two or three days work that
involves both RT and DBIx::SearchBuilder

-jesse

Request Tracker — Best Practical Solutions – Trouble Ticketing. Free.

Hi Jesse,

It sounds like this issue is a known issue but that it may require some
work to resolve. However, given that it probably affects a very large
chunk of RT’s user base (those who use attachments) and that the issue
is not a “minor” one (1 second vs 6 seconds on an average size ticket),
I’m not sure I understand why fixing this isn’t scheduled for the near
to immediate future. It seems to me that this is exactly the kind of
issue that you would want resolved (affects large number of users +
serious performance problems).

Can you shed some more light on when exactly this might be scheduled?
I’m sorry for my impatience, but I just spent about 30 seconds waiting
for a single ticket to load (and our machines are by no means slow).

Thanks,
Mike

Jesse Vincent wrote:

Hi Jesse,

It sounds like this issue is a known issue but that it may require some
work to resolve.

Can you shed some more light on when exactly this might be scheduled?
I’m sorry for my impatience, but I just spent about 30 seconds waiting
for a single ticket to load (and our machines are by no means slow).

The work we do is driven by issues that affect us personally, that
affect paying customers and that customers comission us to develop. If
you’re interested in diving in and doing the tuning work, I’m sure
others would appreciate your efforts greatly. If you’re interested in
having us do the work, mail us at sales@bestpractical.com and we can
work up a quote.

Best,
Jesse Vincent
Best Practical Solutions, LLC

Thanks,
Mike

Jesse Vincent wrote:

Request Tracker — Best Practical Solutions – Trouble Ticketing. Free.

So this issue isn’t affecting your paying customers? If not, is this
because they don’t use attachments or don’t care about the performance
hits? Am I wrong in assuming that this (significantly) affects everyone
using attachments?

Cheers,
Mike

Jesse Vincent wrote:

So this issue isn’t affecting your paying customers? If not, is this
because they don’t use attachments or don’t care about the performance
hits? Am I wrong in assuming that this (significantly) affects everyone
using attachments?

I can’t speak to problems that haven’t been reported. But yes,
the size and quantity of attachments effects the performance. We have
two or three tickets that take 30 seconds to load, since we’ve attached
a number of half-megabyte tarballs to them. But, like I said, we’ve got
higher priorities.

Jesse

Cheers,
Mike

Request Tracker — Best Practical Solutions – Trouble Ticketing. Free.

Maybe BP breaks out the special sauce when you sign on with a support
contract. To me they provide an exemplary, supportable product that
solves real problems for free. And Jesse spends a lot of time on this
list of freeloaders (like me). I’d say you’re getting a lot for your
money. Let’s quit flaming the good guys and provide something positive.

rickOn Wed, 17 Dec 2003, Michael Gibbons wrote:

So this issue isn’t affecting your paying customers? If not, is this
because they don’t use attachments or don’t care about the performance
hits? Am I wrong in assuming that this (significantly) affects everyone
using attachments?

Cheers,
Mike

Jesse Vincent wrote:

On Wed, Dec 17, 2003 at 09:46:21AM -0800, Michael Gibbons wrote:

Hi Jesse,

It sounds like this issue is a known issue but that it may require some
work to resolve.

Can you shed some more light on when exactly this might be scheduled?
I’m sorry for my impatience, but I just spent about 30 seconds waiting
for a single ticket to load (and our machines are by no means slow).

The work we do is driven by issues that affect us personally, that
affect paying customers and that customers comission us to develop. If
you’re interested in diving in and doing the tuning work, I’m sure
others would appreciate your efforts greatly. If you’re interested in
having us do the work, mail us at sales@bestpractical.com and we can
work up a quote.

Best,
Jesse Vincent
Best Practical Solutions, LLC

Thanks,
Mike

Jesse Vincent wrote:


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http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Rick Rezinas 503-889-7091
Unix Systems Administrator
Qsent, Inc.

When Gladstone was British Prime Minister he visited Michael Faraday’s
laboratory and asked if some esoteric substance called `Electricity’
would ever have practical significance.
“One day, sir, you will tax it,” was the answer.
– Science, 1994

Maybe BP breaks out the special sauce when you sign on with a support
contract. To me they provide an exemplary, supportable product that
solves real problems for free. And Jesse spends a lot of time on this
list of freeloaders (like me). I’d say you’re getting a lot for your
money. Let’s quit flaming the good guys and provide something positive.

nods or take it off list. It’s an issue addressed and not resolvable
in this forum (for now).

Hi Everyone,

Has anyone noticed significant performance improvements in viewing
tickets with attachments with RT 3.0.10?

Does anyone know if the fix that Jesse mentions below got implemented?

Thanks,
mike

Jesse Vincent wrote: