RT 3.6.1 - Query Builder is slow when loading initially

RT Users
1

Hi there,

We’ve been using the RT system for around two years now and it’s
absolutely fantastic.

Recently we upgraded from RT3.4 to RT3.6 and since that time we’ve
noticed that when a user clicks on the Query Builder feature
(Tickets/New Search) the initial load takes longer than 60 seconds.

Our Database uses MySQL 5 and our servers are all running Debian Sarge.

I’ve read quite a few archived discussions from other people
experiencing similar issues, it appears that the problem may lie with
the Owners drop down box and the query associated with it.

I have tried the following as the archived mailing lists have suggested:

  • Removed OwnTicket Right from Everyone group and only assigned it to
    techs/IT workers

  • Increased the MySQL maximum temporary table size, read buffer and
    sort buffer sizes

Unfortunately we still have the same problem, another thing we recently
noticed is that our Users table has > 6000 records and our groups table
has > 110000 records which seems rather odd. (We use rt-mailgate which
might explain the excess of user records)

Any suggestions or theories regarding the issue would be greatly
appreciated as we’re very stuck with this problem =)

Thank you,

Paul England
Auckland, New Zealand

2

[rt-users] Added to wishlist in wiki worked for me.On Mon, 2007-01-08 at 16:22 +1300, Paul England wrote:

Hi there,

We’ve been using the RT system for around two years now and it’s
absolutely fantastic.

Recently we upgraded from RT3.4 to RT3.6 and since that time we’ve
noticed that when a user clicks on the Query Builder feature
(Tickets/New Search) the initial load takes longer than 60 seconds.

Our Database uses MySQL 5 and our servers are all running Debian Sarge.

I’ve read quite a few archived discussions from other people
experiencing similar issues, it appears that the problem may lie with
the Owners drop down box and the query associated with it.

I have tried the following as the archived mailing lists have suggested:

  • Removed OwnTicket Right from Everyone group and only assigned it to
    techs/IT workers

  • Increased the MySQL maximum temporary table size, read buffer and
    sort buffer sizes

Unfortunately we still have the same problem, another thing we recently
noticed is that our Users table has > 6000 records and our groups table
has > 110000 records which seems rather odd. (We use rt-mailgate which
might explain the excess of user records)

Any suggestions or theories regarding the issue would be greatly
appreciated as we’re very stuck with this problem =)

Thank you,

Paul England
Auckland, New Zealand

The rt-users Archives

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Commercial support: sales@bestpractical.com

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Regards
Theo

3

Hi Theo,

Thanks for the link, I’ve read about the problem you were having in
detail and it does sound very similar to what we’re experiencing.

Unfortunately I’m still at a dead end, none of the queues have

I’ve gone through every single queue (even the disabled ones) and none
of them have the “OwnTicket” right enabled for the “Everyone” group.

One thing I have noticed is that a lot of the queues have the
“CreatTicket” right assigned to the “Everyone” group.

I tried running the same SQL query that was in that archived thread,

mysql> SELECT * FROM ACL WHERE RightName = ‘OwnTicket’;
| id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId
| DelegatedBy | DelegatedFrom |
| 137 | Group | 24 | OwnTicket | RT::Queue | 3
| 0 | 0 |
| 71 | Group | 24 | OwnTicket | RT::Queue | 4
| 0 | 0 |
| 93 | Group | 24 | OwnTicket | RT::Queue | 5
| 0 | 0 |

There are a total of 85 rows,

Cheers,

Paul EnglandOn Mon, 2007-01-08 at 07:05 +0200, Theo Kramer wrote:

[rt-users] Added to wishlist in wiki worked for me.

On Mon, 2007-01-08 at 16:22 +1300, Paul England wrote:

Hi there,

We’ve been using the RT system for around two years now and it’s
absolutely fantastic.

Recently we upgraded from RT3.4 to RT3.6 and since that time we’ve
noticed that when a user clicks on the Query Builder feature
(Tickets/New Search) the initial load takes longer than 60 seconds.

Our Database uses MySQL 5 and our servers are all running Debian Sarge.

I’ve read quite a few archived discussions from other people
experiencing similar issues, it appears that the problem may lie with
the Owners drop down box and the query associated with it.

I have tried the following as the archived mailing lists have suggested:

  • Removed OwnTicket Right from Everyone group and only assigned it to
    techs/IT workers

  • Increased the MySQL maximum temporary table size, read buffer and
    sort buffer sizes

Unfortunately we still have the same problem, another thing we recently
noticed is that our Users table has > 6000 records and our groups table
has > 110000 records which seems rather odd. (We use rt-mailgate which
might explain the excess of user records)

Any suggestions or theories regarding the issue would be greatly
appreciated as we’re very stuck with this problem =)

Thank you,

Paul England
Auckland, New Zealand

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com