RT 3.6.4 poor query performance

Richard_Ellis · March 13, 2008, 12:46pm

Hi All,

We have recently updated our RT instance from 3.4.6 running on Solaris 9
to a new server running Solaris 10 and 3.6.4.

Everything works perfectly and we have removed all of the customisations
that we used to use for a virtually vanilla 3.6.4 install. However, when
opening the Query Builder page, performance slows to a massive extent.
Average page load is under 1 second, but performing any action in Query
Builder averages 400 seconds.

I thought it was the database so upgraded mysql from 5.0.34 to 5.0.51a,
but that made no difference. I then upgraded DBIx::SearchBuilder to the
latest version and DBD::mysql but it is still as bad. Even upgraded
every single perl module to latest and restarted everything, but still
as bad.

mysqlcheck rt3 says everything is ok.

There are only 10,000 tickets so it shouldn’t be a volume problem.

Running on perl 5.8.8.

Anyone any ideas?

Richard

Toby_Darling · March 13, 2008, 1:45pm

Let mysqltuner (Major Hayden) have a look at your
database. Lots of useful stuff. We went from 180 second full text
queries, to 7 seconds, just be tweaking innodb_buffer_pool_size.

Cheers
Toby

Richard Ellis wrote:

Hi All,

We have recently updated our RT instance from 3.4.6 running on Solaris 9
to a new server running Solaris 10 and 3.6.4.

Everything works perfectly and we have removed all of the customisations
that we used to use for a virtually vanilla 3.6.4 install. However, when
opening the Query Builder page, performance slows to a massive extent.
Average page load is under 1 second, but performing any action in Query
Builder averages 400 seconds.

I thought it was the database so upgraded mysql from 5.0.34 to 5.0.51a,
but that made no difference. I then upgraded DBIx::SearchBuilder to the
latest version and DBD::mysql but it is still as bad. Even upgraded
every single perl module to latest and restarted everything, but still
as bad.

mysqlcheck rt3 says everything is ok.

There are only 10,000 tickets so it shouldn’t be a volume problem.

Running on perl 5.8.8.

Anyone any ideas?

Richard

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Jesse_Vincent · March 13, 2008, 3:45pm

Hi All,

We have recently updated our RT instance from 3.4.6 running on
Solaris 9
to a new server running Solaris 10 and 3.6.4.

You probably want RT 3.6.6 if you’re on MySQL. Ruz did some serious
query optimization. But my first guess is that you’ve granted
“Everybody” the right to OwnTickets somewhere.

PGP.sig (186 Bytes)

Toby_Darling · March 13, 2008, 3:53pm

Hi Richard

That crashes out with a divide by zero error in the scripting, but it
looks really cool.

[–] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
[–] Data in MyISAM tables: 2M (Tables: 39)
[–] Data in InnoDB tables: 1015M (Tables: 20)
Use of uninitialized value in division (/) at ./mysqltuner.pl line 362 (#1)

Illegal division by zero at ./mysqltuner.pl line 362 (#2)
(F) You tried to divide a number by 0. Either something was wrong in
your logic, or you need to put a conditional in to guard against
meaningless input.

That indicates something went wrong earlier in getting $physical_memory
(assuming you’re using v0.8.6). Any error messages or warnings at the
start?. Try chucking some print statements in the os_setup function to
see where it’s going wrong.

I should point out that I’ve nothing to do with the MySQLTuner project,
I’ve not even actually run it myself, just looked at the output with the
guys that look after the mysql/database.

Cheers
Toby

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.

Graham_Dunn2 · March 13, 2008, 4:31pm

Toby Darling wrote:

Hi Richard

That crashes out with a divide by zero error in the scripting, but it
looks really cool.

[–] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
[–] Data in MyISAM tables: 2M (Tables: 39)
[–] Data in InnoDB tables: 1015M (Tables: 20)
Use of uninitialized value in division (/) at ./mysqltuner.pl line 362 (#1)

Illegal division by zero at ./mysqltuner.pl line 362 (#2)
(F) You tried to divide a number by 0. Either something was wrong in
your logic, or you need to put a conditional in to guard against
meaningless input.

That indicates something went wrong earlier in getting $physical_memory
(assuming you’re using v0.8.6). Any error messages or warnings at the
start?. Try chucking some print statements in the os_setup function to
see where it’s going wrong.

If you’re running under FreeBSD < 7 (I think), change:

     } elsif ($os =~ /BSD/) {^M
             $physical_memory = `sysctl -n hw.realmem`;^M
             $swap_memory = `swapinfo | grep '^/' | awk '{ s+= \$2 }

END { print s }'`;^M

to

     } elsif ($os =~ /BSD/) {^M
             $physical_memory = `sysctl -n hw.physmem`;^M
             $swap_memory = `swapinfo | grep '^/' | awk '{ s+= \$2 }

END { print s }'`;^M

Richard_Ellis · March 17, 2008, 9:35am

Hi All,

We have upgraded to 3.6.6 over the weekend and also run some
optimisation against the database but performance is still very poor.

I have looked at RTx::RightMatrix and Everyone definately does not have
OwnTickets rights unless that is lying to me, which I doubt.
I’ve used the tuning-primer.sh script to do some tuning and performance
has improved somewhat, as query builder now only take 300 seconds
average to load instead of 400, but it is still unusable which is
frustrating the users. It’s going to take another 36 hours before I can
check how the optimisation is going.

I couldn’t get the MySQLTuner to run, but I’ll take a look at the perl
this week if I get a chance.

If anyone else has any ideas at all, I’m open to suggestions, including
witchcraft

Richard

rt-users-request@lists.bestpractical.com wrote:

Today’s Topics:

Re: RT 3.6.4 poor query performance (Jesse Vincent)

Re: RT 3.6.4 poor query performance (Toby Darling)

Message: 1
Date: Thu, 13 Mar 2008 11:45:53 -0400
From: Jesse Vincent jesse@bestpractical.com
Subject: Re: [rt-users] RT 3.6.4 poor query performance
To: Richard Ellis Richard.Ellis@Sun.COM
Cc: rt-users@lists.bestpractical.com
Message-ID: 23EB3BA2-27A3-4669-A127-560B3D834973@bestpractical.com
Content-Type: text/plain; charset=“us-ascii”

Hi All,

We have recently updated our RT instance from 3.4.6 running on
Solaris 9
to a new server running Solaris 10 and 3.6.4.

You probably want RT 3.6.6 if you’re on MySQL. Ruz did some serious
query optimization. But my first guess is that you’ve granted
“Everybody” the right to OwnTickets somewhere.

Everything works perfectly and we have removed all of the
customisations
that we used to use for a virtually vanilla 3.6.4 install. However,
when
opening the Query Builder page, performance slows to a massive extent.
Average page load is under 1 second, but performing any action in
Query
Builder averages 400 seconds.

I thought it was the database so upgraded mysql from 5.0.34 to
5.0.51a,
but that made no difference. I then upgraded DBIx::SearchBuilder to
the
latest version and DBD::mysql but it is still as bad. Even upgraded
every single perl module to latest and restarted everything, but still
as bad.

mysqlcheck rt3 says everything is ok.

There are only 10,000 tickets so it shouldn’t be a volume problem.

Running on perl 5.8.8.

Anyone any ideas?

Richard

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

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Message: 2
Date: Thu, 13 Mar 2008 15:53:24 +0000
From: Toby Darling darling@ccdc.cam.ac.uk
Subject: Re: [rt-users] RT 3.6.4 poor query performance
To: Richard Ellis Richard.Ellis@Sun.COM, rt-users
rt-users@lists.bestpractical.com
Message-ID: 47D94DF4.7020802@ccdc.cam.ac.uk
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Hi Richard

That crashes out with a divide by zero error in the scripting, but it
looks really cool.

[–] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
[–] Data in MyISAM tables: 2M (Tables: 39)
[–] Data in InnoDB tables: 1015M (Tables: 20)
Use of uninitialized value in division (/) at ./mysqltuner.pl line 362 (#1)

Illegal division by zero at ./mysqltuner.pl line 362 (#2)
(F) You tried to divide a number by 0. Either something was wrong in
your logic, or you need to put a conditional in to guard against
meaningless input.

That indicates something went wrong earlier in getting $physical_memory
(assuming you’re using v0.8.6). Any error messages or warnings at the
start?. Try chucking some print statements in the os_setup function to
see where it’s going wrong.

I should point out that I’ve nothing to do with the MySQLTuner project,
I’ve not even actually run it myself, just looked at the output with the
guys that look after the mysql/database.

Cheers
Toby

Sun.com http://www.sun.com * Richard Ellis *
Technical Developer, .Sun eBusiness

Sun Microsystems, Inc.
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis@Sun.COM
sun.com

Mathew_Snyder3 · March 17, 2008, 10:05am

Well, in that case, I recommend witchcraft.

Mathew

Richard Ellis wrote:

Hi All,

We have upgraded to 3.6.6 over the weekend and also run some
optimisation against the database but performance is still very poor.

I have looked at RTx::RightMatrix and Everyone definately does not have
OwnTickets rights unless that is lying to me, which I doubt.
I’ve used the tuning-primer.sh script to do some tuning and performance
has improved somewhat, as query builder now only take 300 seconds
average to load instead of 400, but it is still unusable which is
frustrating the users. It’s going to take another 36 hours before I can
check how the optimisation is going.

I couldn’t get the MySQLTuner to run, but I’ll take a look at the perl
this week if I get a chance.

If anyone else has any ideas at all, I’m open to suggestions, including
witchcraft

Richard

Keep up with me and what I’m up to: http://theillien.blogspot.com

Torsten_Brumm · March 17, 2008, 11:06am

Hi Mathew, Richard,
I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5).

To your Problem:

If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues.

I have NOT SET the OwnTickets right globally !!! And now it will be very strange at my Live systems (and test box too).

Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!

OK, what i have tested:

Logged in as normal user with rights to 3 Queues.

This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!!

OK to fix it fast:

Here is my diff to the /share/html/Search/Elements/PickBasics

root@bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics
111,112c113
<
< %#<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute => ‘Name’ &>

<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute => ‘Name’ &>

OK, it’s replacing the SelectOwner Dropdown, which is not working well here with a noremal input box.

This speeds up the Searchbuilder a lot!

Btw. This “Problem” with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time.

Hope this helps.
Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael KühneVon: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Mathew
Gesendet: Montag, 17. März 2008 11:06
An: Richard Ellis
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] RT 3.6.4 poor query performance

Well, in that case, I recommend witchcraft.

Mathew

Richard Ellis wrote:

Hi All,

We have upgraded to 3.6.6 over the weekend and also run some
optimisation against the database but performance is still very poor.

I have looked at RTx::RightMatrix and Everyone definately does not
have OwnTickets rights unless that is lying to me, which I doubt.
I’ve used the tuning-primer.sh script to do some tuning and
performance has improved somewhat, as query builder now only take 300
seconds average to load instead of 400, but it is still unusable which
is frustrating the users. It’s going to take another 36 hours before I
can check how the optimisation is going.

I couldn’t get the MySQLTuner to run, but I’ll take a look at the perl
this week if I get a chance.

If anyone else has any ideas at all, I’m open to suggestions,
including witchcraft

Richard

Keep up with me and what I’m up to: http://theillien.blogspot.com _______________________________________________
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

Mathew_Snyder3 · March 17, 2008, 11:19am

You shouldn’t have had to write a patch to fix the immense user drop
down. I’ve created queues with matching groups and assigned the own
ticket right to only the groups that correspond to each queue.

The Everyone group only has CreateTicket on two public facing queues
(all others are available for correspondence but not ticket creation),
Priveleged Users has all the major rights which all users require across
all queues and Unprivileged Users has only rights which customers would
need to interact with a ticket.

This has provide more than enough lock down to keep users created by
spam out of our drop down.

Mathew

Ham MI-ID, Torsten Brumm wrote:

Hi Mathew, Richard,
I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5).

To your Problem:

If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues.

I have NOT SET the OwnTickets right globally !!! And now it will be very strange at my Live systems (and test box too).

Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!

OK, what i have tested:

Logged in as normal user with rights to 3 Queues.

This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!!

OK to fix it fast:

Here is my diff to the /share/html/Search/Elements/PickBasics

root@bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics
111,112c113
<
< %#<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute => ‘Name’ &>

<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute => ‘Name’ &>

OK, it’s replacing the SelectOwner Dropdown, which is not working well here with a noremal input box.

This speeds up the Searchbuilder a lot!

Btw. This “Problem” with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time.

Hope this helps.
Torsten

Kï¿½hne + Nagel (AG & Co.) KG, Geschï¿½ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persï¿½nlich haftende Gesellschaft: Kï¿½hne & Nagel A.G., Sitz: Contern/Luxemburg Geschï¿½ftsfï¿½hrender Verwaltungsrat: Klaus-Michael Kï¿½hne

-----Ursprï¿½ngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Mathew
Gesendet: Montag, 17. Mï¿½rz 2008 11:06
An: Richard Ellis
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] RT 3.6.4 poor query performance

Well, in that case, I recommend witchcraft.

Mathew

Richard Ellis wrote:

Hi All,

We have upgraded to 3.6.6 over the weekend and also run some
optimisation against the database but performance is still very poor.

I have looked at RTx::RightMatrix and Everyone definately does not
have OwnTickets rights unless that is lying to me, which I doubt.
I’ve used the tuning-primer.sh script to do some tuning and
performance has improved somewhat, as query builder now only take 300
seconds average to load instead of 400, but it is still unusable which
is frustrating the users. It’s going to take another 36 hours before I
can check how the optimisation is going.

I couldn’t get the MySQLTuner to run, but I’ll take a look at the perl
this week if I get a chance.

If anyone else has any ideas at all, I’m open to suggestions,
including witchcraft

Richard

–
Keep up with me and what I’m up to: http://theillien.blogspot.com _______________________________________________
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

Keep up with me and what I’m up to: http://theillien.blogspot.com

Torsten_Brumm · March 17, 2008, 11:27am

Hi Matthew,

We have:

Everyone: CreateTicket
Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches

Roles:

Requestor: ReplyToTicket, ShowTicket

The rest is done on a queue base.

OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think!

Btw. We rolled back…

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael KühneVon: Mathew [mailto:mathew.snyder@gmail.com]
Gesendet: Montag, 17. März 2008 12:20
An: Ham MI-ID, Torsten Brumm
Cc: Richard Ellis; rt-users@lists.bestpractical.com
Betreff: Re: AW: [rt-users] RT 3.6.4 poor query performance

You shouldn’t have had to write a patch to fix the immense user drop down. I’ve created queues with matching groups and assigned the own ticket right to only the groups that correspond to each queue.

The Everyone group only has CreateTicket on two public facing queues (all others are available for correspondence but not ticket creation), Priveleged Users has all the major rights which all users require across all queues and Unprivileged Users has only rights which customers would need to interact with a ticket.

This has provide more than enough lock down to keep users created by spam out of our drop down.

Mathew

Ham MI-ID, Torsten Brumm wrote:

Hi Mathew, Richard,
I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5).

To your Problem:

If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues.

I have NOT SET the OwnTickets right globally !!! And now it will be very strange at my Live systems (and test box too).

Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!

OK, what i have tested:

Logged in as normal user with rights to 3 Queues.

This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!!

OK to fix it fast:

Here is my diff to the /share/html/Search/Elements/PickBasics

root@bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff
/opt/rt3/local/html/Search/Elements/PickBasics
/opt/rt3/share/html/Search/Elements/PickBasics
111,112c113
<
< %#<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute
=> ‘Name’ &>

<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute =>
‘Name’ &>

OK, it’s replacing the SelectOwner Dropdown, which is not working well here with a noremal input box.

This speeds up the Searchbuilder a lot!

Btw. This “Problem” with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time.

Hope this helps.
Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten
Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz:
Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz:
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael
Kühne

-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von
Mathew
Gesendet: Montag, 17. März 2008 11:06
An: Richard Ellis
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] RT 3.6.4 poor query performance

Well, in that case, I recommend witchcraft.

Mathew

Richard Ellis wrote:

Hi All,

We have upgraded to 3.6.6 over the weekend and also run some
optimisation against the database but performance is still very poor.

I have looked at RTx::RightMatrix and Everyone definately does not
have OwnTickets rights unless that is lying to me, which I doubt.
I’ve used the tuning-primer.sh script to do some tuning and
performance has improved somewhat, as query builder now only take 300
seconds average to load instead of 400, but it is still unusable
which is frustrating the users. It’s going to take another 36 hours
before I can check how the optimisation is going.

I couldn’t get the MySQLTuner to run, but I’ll take a look at the
perl this week if I get a chance.

If anyone else has any ideas at all, I’m open to suggestions,
including witchcraft

Richard

–
Keep up with me and what I’m up to: http://theillien.blogspot.com

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

Keep up with me and what I’m up to: http://theillien.blogspot.com

Mathew_Snyder3 · March 17, 2008, 11:37am

We have

Everyone: CreateTicket on two public facing queues

Privileged: CommentOnTicket, CreateTicket, SeeQueue, ShowOutgoingEmail,
ShowTicket, ShowTicketComments, Watch on all queues

Unprivileged: CreateTicket, SeeQueue on one public facing queue (now
that I think about it CreateTicket here seems redundant); ReplyToTicket,
Watch on all queues.

Individual groups: AssignCustomFields, ModifyTicket, OwnTicket,
ReplyToTicket, StealTicket, TakeTicket on only their corresponding queues.

Our unprivileged users need SeeQueue because we have a customer portal
which requires it (we don’t use the self-service interface).

Mathew

Ham MI-ID, Torsten Brumm wrote:

Hi Matthew,

We have:

Everyone: CreateTicket
Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches

Roles:

Requestor: ReplyToTicket, ShowTicket

The rest is done on a queue base.

OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think!

Btw. We rolled back…

Torsten

Kï¿½hne + Nagel (AG & Co.) KG, Geschï¿½ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persï¿½nlich haftende Gesellschaft: Kï¿½hne & Nagel A.G., Sitz: Contern/Luxemburg Geschï¿½ftsfï¿½hrender Verwaltungsrat: Klaus-Michael Kï¿½hne

Keep up with me and what I’m up to: http://theillien.blogspot.com

Richard_Ellis · March 17, 2008, 12:29pm

Hi Guys,

I’m seeing the same thing. A lot more users in that dropdown than should
be there.

I’ll do the quick and dirty hack for now to get this working again.

Thanks

Richard

Mathew wrote:

We have

Everyone: CreateTicket on two public facing queues

Privileged: CommentOnTicket, CreateTicket, SeeQueue,
ShowOutgoingEmail, ShowTicket, ShowTicketComments, Watch on all queues

Unprivileged: CreateTicket, SeeQueue on one public facing queue (now
that I think about it CreateTicket here seems redundant);
ReplyToTicket, Watch on all queues.

Individual groups: AssignCustomFields, ModifyTicket, OwnTicket,
ReplyToTicket, StealTicket, TakeTicket on only their corresponding
queues.

Our unprivileged users need SeeQueue because we have a customer portal
which requires it (we don’t use the self-service interface).

Mathew

Ham MI-ID, Torsten Brumm wrote:

Hi Matthew,

We have:

Everyone: CreateTicket
Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch,
ShowSavedSearches

Roles:

Requestor: ReplyToTicket, ShowTicket

The rest is done on a queue base.

OK, if i have now 1 Queue and grant to this queue 1 Group the right
to OwnTicket, then the dropdown must have the member of this group
(from my logical understanding) and definitve NO UNPRIVILEGED USERS i
think!

Btw. We rolled back…

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten
Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz:
Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz:
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne

Sun.com http://www.sun.com * Richard Ellis *
Technical Developer, .Sun eBusiness

Sun Microsystems, Inc.
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis@Sun.COM
sun.com

Jesse_Vincent · March 17, 2008, 2:57pm

Hi Guys,

I’m seeing the same thing. A lot more users in that dropdown than
should be there.

Richard,

I’d like to help get to the bottom of this. Can you send the output of:

SELECT * from ACL where RightName = ‘OwnTicket’

PGP.sig (186 Bytes)

Richard_Ellis · March 17, 2008, 3:48pm

Hi Jesse,

mysql> use rt3;
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql> SELECT * from ACL where RightName = ‘OwnTicket’
→ ;
| id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId
| DelegatedBy | DelegatedFrom |
| 14 | Group | 13 | OwnTicket | RT::Queue | 1
| 0 | 0 |
| 1686 | Group | 389 | OwnTicket | RT::Queue | 1
| 0 | 0 |
| 1770 | Group | 609 | OwnTicket | RT::Queue | 1
| 0 | 0 |
| 2124 | Group | 755 | OwnTicket | RT::Queue | 1
| 0 | 0 |
| 262 | Group | 332 | OwnTicket | RT::Queue | 3
| 0 | 0 |
| 249 | Group | 333 | OwnTicket | RT::Queue | 3
| 0 | 0 |
| 313 | Group | 332 | OwnTicket | RT::Queue | 4
| 0 | 0 |
| 300 | Group | 334 | OwnTicket | RT::Queue | 4
| 0 | 0 |
| 326 | Group | 332 | OwnTicket | RT::Queue | 5
| 0 | 0 |
| 338 | Group | 335 | OwnTicket | RT::Queue | 5
| 0 | 0 |
| 363 | Group | 332 | OwnTicket | RT::Queue | 6
| 0 | 0 |
| 350 | Group | 336 | OwnTicket | RT::Queue | 6
| 0 | 0 |
| 376 | Group | 332 | OwnTicket | RT::Queue | 7
| 0 | 0 |
| 388 | Group | 337 | OwnTicket | RT::Queue | 7
| 0 | 0 |
| 401 | Group | 332 | OwnTicket | RT::Queue | 8
| 0 | 0 |
| 413 | Group | 338 | OwnTicket | RT::Queue | 8
| 0 | 0 |
| 438 | Group | 332 | OwnTicket | RT::Queue | 9
| 0 | 0 |
| 425 | Group | 339 | OwnTicket | RT::Queue | 9
| 0 | 0 |
| 237 | Group | 332 | OwnTicket | RT::Queue | 10
| 0 | 0 |
| 224 | Group | 340 | OwnTicket | RT::Queue | 10
| 0 | 0 |
| 450 | Group | 332 | OwnTicket | RT::Queue | 11
| 0 | 0 |
| 4994 | Group | 21706 | OwnTicket | RT::Queue | 11
| 0 | 0 |
| 288 | Group | 332 | OwnTicket | RT::Queue | 12
| 0 | 0 |
| 512 | Group | 342 | OwnTicket | RT::Queue | 13
| 0 | 0 |
| 500 | Group | 350 | OwnTicket | RT::Queue | 13
| 0 | 0 |
| 550 | Group | 343 | OwnTicket | RT::Queue | 14
| 0 | 0 |
| 537 | Group | 350 | OwnTicket | RT::Queue | 14
| 0 | 0 |
| 575 | Group | 344 | OwnTicket | RT::Queue | 15
| 0 | 0 |
| 563 | Group | 350 | OwnTicket | RT::Queue | 15
| 0 | 0 |
| 587 | Group | 345 | OwnTicket | RT::Queue | 16
| 0 | 0 |
| 600 | Group | 350 | OwnTicket | RT::Queue | 16
| 0 | 0 |
| 625 | Group | 346 | OwnTicket | RT::Queue | 17
| 0 | 0 |
| 613 | Group | 350 | OwnTicket | RT::Queue | 17
| 0 | 0 |
| 650 | Group | 347 | OwnTicket | RT::Queue | 18
| 0 | 0 |
| 638 | Group | 350 | OwnTicket | RT::Queue | 18
| 0 | 0 |
| 662 | Group | 348 | OwnTicket | RT::Queue | 19
| 0 | 0 |
| 675 | Group | 350 | OwnTicket | RT::Queue | 19
| 0 | 0 |
| 475 | Group | 349 | OwnTicket | RT::Queue | 20
| 0 | 0 |
| 487 | Group | 350 | OwnTicket | RT::Queue | 20
| 0 | 0 |
| 688 | Group | 350 | OwnTicket | RT::Queue | 21
| 0 | 0 |
| 5016 | Group | 21707 | OwnTicket | RT::Queue | 21
| 0 | 0 |
| 525 | Group | 350 | OwnTicket | RT::Queue | 22
| 0 | 0 |
| 701 | Group | 341 | OwnTicket | RT::Queue | 23
| 0 | 0 |
| 714 | Group | 351 | OwnTicket | RT::Queue | 23
| 0 | 0 |
| 1716 | Group | 341 | OwnTicket | RT::Queue | 24
| 0 | 0 |
| 1728 | Group | 352 | OwnTicket | RT::Queue | 24
| 0 | 0 |
| 763 | Group | 341 | OwnTicket | RT::Queue | 25
| 0 | 0 |
| 751 | Group | 353 | OwnTicket | RT::Queue | 25
| 0 | 0 |
| 776 | Group | 341 | OwnTicket | RT::Queue | 26
| 0 | 0 |
| 800 | Group | 354 | OwnTicket | RT::Queue | 26
| 0 | 0 |
| 824 | Group | 341 | OwnTicket | RT::Queue | 27
| 0 | 0 |
| 812 | Group | 355 | OwnTicket | RT::Queue | 27
| 0 | 0 |
| 837 | Group | 341 | OwnTicket | RT::Queue | 28
| 0 | 0 |
| 899 | Group | 356 | OwnTicket | RT::Queue | 28
| 0 | 0 |
| 849 | Group | 341 | OwnTicket | RT::Queue | 29
| 0 | 0 |
| 863 | Group | 357 | OwnTicket | RT::Queue | 29
| 0 | 0 |
| 924 | Group | 341 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 911 | Group | 358 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 887 | Group | 341 | OwnTicket | RT::Queue | 31
| 0 | 0 |
| 874 | Group | 359 | OwnTicket | RT::Queue | 31
| 0 | 0 |
| 937 | Group | 341 | OwnTicket | RT::Queue | 32
| 0 | 0 |
| 949 | Group | 360 | OwnTicket | RT::Queue | 32
| 0 | 0 |
| 4745 | Group | 385 | OwnTicket | RT::Queue | 32
| 0 | 0 |
| 4730 | Group | 41 | OwnTicket | RT::Queue | 33
| 0 | 0 |
| 739 | Group | 341 | OwnTicket | RT::Queue | 33
| 0 | 0 |
| 961 | Group | 361 | OwnTicket | RT::Queue | 33
| 0 | 0 |
| 986 | Group | 341 | OwnTicket | RT::Queue | 34
| 0 | 0 |
| 973 | Group | 362 | OwnTicket | RT::Queue | 34
| 0 | 0 |
| 1011 | Group | 341 | OwnTicket | RT::Queue | 35
| 0 | 0 |
| 998 | Group | 363 | OwnTicket | RT::Queue | 35
| 0 | 0 |
| 1037 | Group | 341 | OwnTicket | RT::Queue | 36
| 0 | 0 |
| 1024 | Group | 364 | OwnTicket | RT::Queue | 36
| 0 | 0 |
| 1050 | Group | 341 | OwnTicket | RT::Queue | 37
| 0 | 0 |
| 1062 | Group | 365 | OwnTicket | RT::Queue | 37
| 0 | 0 |
| 1087 | Group | 341 | OwnTicket | RT::Queue | 38
| 0 | 0 |
| 1074 | Group | 366 | OwnTicket | RT::Queue | 38
| 0 | 0 |
| 1099 | Group | 341 | OwnTicket | RT::Queue | 39
| 0 | 0 |
| 1111 | Group | 367 | OwnTicket | RT::Queue | 39
| 0 | 0 |
| 1136 | Group | 341 | OwnTicket | RT::Queue | 40
| 0 | 0 |
| 1123 | Group | 368 | OwnTicket | RT::Queue | 40
| 0 | 0 |
| 1160 | Group | 341 | OwnTicket | RT::Queue | 41
| 0 | 0 |
| 1148 | Group | 369 | OwnTicket | RT::Queue | 41
| 0 | 0 |
| 1173 | Group | 341 | OwnTicket | RT::Queue | 42
| 0 | 0 |
| 1185 | Group | 370 | OwnTicket | RT::Queue | 42
| 0 | 0 |
| 1209 | Group | 341 | OwnTicket | RT::Queue | 43
| 0 | 0 |
| 1197 | Group | 371 | OwnTicket | RT::Queue | 43
| 0 | 0 |
| 1222 | Group | 341 | OwnTicket | RT::Queue | 44
| 0 | 0 |
| 1234 | Group | 372 | OwnTicket | RT::Queue | 44
| 0 | 0 |
| 1247 | Group | 341 | OwnTicket | RT::Queue | 45
| 0 | 0 |
| 1259 | Group | 373 | OwnTicket | RT::Queue | 45
| 0 | 0 |
| 1284 | Group | 341 | OwnTicket | RT::Queue | 46
| 0 | 0 |
| 1271 | Group | 374 | OwnTicket | RT::Queue | 46
| 0 | 0 |
| 1309 | Group | 341 | OwnTicket | RT::Queue | 47
| 0 | 0 |
| 1296 | Group | 375 | OwnTicket | RT::Queue | 47
| 0 | 0 |
| 1322 | Group | 341 | OwnTicket | RT::Queue | 48
| 0 | 0 |
| 1334 | Group | 376 | OwnTicket | RT::Queue | 48
| 0 | 0 |
| 1347 | Group | 341 | OwnTicket | RT::Queue | 49
| 0 | 0 |
| 1359 | Group | 377 | OwnTicket | RT::Queue | 49
| 0 | 0 |
| 1383 | Group | 341 | OwnTicket | RT::Queue | 50
| 0 | 0 |
| 1371 | Group | 378 | OwnTicket | RT::Queue | 50
| 0 | 0 |
| 1408 | Group | 341 | OwnTicket | RT::Queue | 51
| 0 | 0 |
| 1743 | Group | 379 | OwnTicket | RT::Queue | 51
| 0 | 0 |
| 1433 | Group | 341 | OwnTicket | RT::Queue | 52
| 0 | 0 |
| 1445 | Group | 380 | OwnTicket | RT::Queue | 52
| 0 | 0 |
| 1457 | Group | 341 | OwnTicket | RT::Queue | 53
| 0 | 0 |
| 1469 | Group | 381 | OwnTicket | RT::Queue | 53
| 0 | 0 |
| 1482 | Group | 341 | OwnTicket | RT::Queue | 54
| 0 | 0 |
| 1494 | Group | 386 | OwnTicket | RT::Queue | 54
| 0 | 0 |
| 1543 | Group | 341 | OwnTicket | RT::Queue | 55
| 0 | 0 |
| 1531 | Group | 382 | OwnTicket | RT::Queue | 55
| 0 | 0 |
| 1506 | Group | 341 | OwnTicket | RT::Queue | 56
| 0 | 0 |
| 5038 | Group | 21708 | OwnTicket | RT::Queue | 56
| 0 | 0 |
| 1519 | Group | 341 | OwnTicket | RT::Queue | 57
| 0 | 0 |
| 3089 | Group | 1568 | OwnTicket | RT::Queue | 57
| 0 | 0 |
| 463 | Group | 383 | OwnTicket | RT::Queue | 58
| 0 | 0 |
| 1788 | Group | 578 | OwnTicket | RT::Queue | 61
| 0 | 0 |
| 1825 | Group | 578 | OwnTicket | RT::Queue | 62
| 0 | 0 |
| 1812 | Group | 580 | OwnTicket | RT::Queue | 62
| 0 | 0 |
| 1862 | Group | 578 | OwnTicket | RT::Queue | 63
| 0 | 0 |
| 1837 | Group | 581 | OwnTicket | RT::Queue | 63
| 0 | 0 |
| 1849 | Group | 582 | OwnTicket | RT::Queue | 63
| 0 | 0 |
| 1874 | Group | 578 | OwnTicket | RT::Queue | 64
| 0 | 0 |
| 1911 | Group | 578 | OwnTicket | RT::Queue | 65
| 0 | 0 |
| 1937 | Group | 578 | OwnTicket | RT::Queue | 66
| 0 | 0 |
| 1981 | Group | 641 | OwnTicket | RT::Queue | 67
| 0 | 0 |
| 1968 | Group | 667 | OwnTicket | RT::Queue | 67
| 0 | 0 |
| 1994 | Group | 641 | OwnTicket | RT::Queue | 68
| 0 | 0 |
| 2006 | Group | 668 | OwnTicket | RT::Queue | 68
| 0 | 0 |
| 2021 | Group | 641 | OwnTicket | RT::Queue | 69
| 0 | 0 |
| 2035 | Group | 669 | OwnTicket | RT::Queue | 69
| 0 | 0 |
| 2048 | Group | 641 | OwnTicket | RT::Queue | 70
| 0 | 0 |
| 2105 | Group | 642 | OwnTicket | RT::Queue | 70
| 0 | 0 |
| 2075 | Group | 641 | OwnTicket | RT::Queue | 71
| 0 | 0 |
| 2090 | Group | 641 | OwnTicket | RT::Queue | 72
| 0 | 0 |
| 4953 | Group | 4 | OwnTicket | RT::Queue | 73
| 0 | 0 |
| 2141 | Group | 578 | OwnTicket | RT::Queue | 74
| 0 | 0 |
| 2167 | Group | 350 | OwnTicket | RT::Queue | 75
| 0 | 0 |
| 2154 | Group | 1008 | OwnTicket | RT::Queue | 75
| 0 | 0 |
| 2181 | Group | 341 | OwnTicket | RT::Queue | 76
| 0 | 0 |
| 2193 | Group | 1055 | OwnTicket | RT::Queue | 76
| 0 | 0 |
| 2218 | Group | 1064 | OwnTicket | RT::Queue | 77
| 0 | 0 |
| 2230 | Group | 1065 | OwnTicket | RT::Queue | 77
| 0 | 0 |
| 2255 | Group | 1064 | OwnTicket | RT::Queue | 78
| 0 | 0 |
| 2243 | Group | 1066 | OwnTicket | RT::Queue | 78
| 0 | 0 |
| 2269 | Group | 1064 | OwnTicket | RT::Queue | 79
| 0 | 0 |
| 2281 | Group | 1067 | OwnTicket | RT::Queue | 79
| 0 | 0 |
| 2294 | Group | 1064 | OwnTicket | RT::Queue | 80
| 0 | 0 |
| 2306 | Group | 1068 | OwnTicket | RT::Queue | 80
| 0 | 0 |
| 2330 | Group | 1064 | OwnTicket | RT::Queue | 81
| 0 | 0 |
| 2318 | Group | 1069 | OwnTicket | RT::Queue | 81
| 0 | 0 |
| 2355 | Group | 1064 | OwnTicket | RT::Queue | 82
| 0 | 0 |
| 2342 | Group | 1070 | OwnTicket | RT::Queue | 82
| 0 | 0 |
| 2368 | Group | 1064 | OwnTicket | RT::Queue | 83
| 0 | 0 |
| 2382 | Group | 1071 | OwnTicket | RT::Queue | 83
| 0 | 0 |
| 2395 | Group | 1064 | OwnTicket | RT::Queue | 84
| 0 | 0 |
| 2409 | Group | 1072 | OwnTicket | RT::Queue | 84
| 0 | 0 |
| 2422 | Group | 1064 | OwnTicket | RT::Queue | 85
| 0 | 0 |
| 2436 | Group | 1064 | OwnTicket | RT::Queue | 86
| 0 | 0 |
| 2448 | Group | 1073 | OwnTicket | RT::Queue | 86
| 0 | 0 |
| 2885 | Group | 1156 | OwnTicket | RT::Queue | 87
| 0 | 0 |
| 2897 | Group | 1157 | OwnTicket | RT::Queue | 87
| 0 | 0 |
| 2910 | Group | 1156 | OwnTicket | RT::Queue | 88
| 0 | 0 |
| 2922 | Group | 1158 | OwnTicket | RT::Queue | 88
| 0 | 0 |
| 2949 | Group | 1156 | OwnTicket | RT::Queue | 89
| 0 | 0 |
| 2936 | Group | 1159 | OwnTicket | RT::Queue | 89
| 0 | 0 |
| 2964 | Group | 1156 | OwnTicket | RT::Queue | 90
| 0 | 0 |
| 2976 | Group | 1160 | OwnTicket | RT::Queue | 90
| 0 | 0 |
| 2991 | Group | 1156 | OwnTicket | RT::Queue | 91
| 0 | 0 |
| 3003 | Group | 1161 | OwnTicket | RT::Queue | 91
| 0 | 0 |
| 3032 | Group | 1156 | OwnTicket | RT::Queue | 92
| 0 | 0 |
| 3019 | Group | 1162 | OwnTicket | RT::Queue | 92
| 0 | 0 |
| 3047 | Group | 1156 | OwnTicket | RT::Queue | 93
| 0 | 0 |
| 3059 | Group | 1163 | OwnTicket | RT::Queue | 93
| 0 | 0 |
| 2500 | Group | 1156 | OwnTicket | RT::Queue | 94
| 0 | 0 |
| 2485 | Group | 1164 | OwnTicket | RT::Queue | 94
| 0 | 0 |
| 3074 | Group | 1156 | OwnTicket | RT::Queue | 95
| 0 | 0 |
| 2664 | Group | 1238 | OwnTicket | RT::Queue | 96
| 0 | 0 |
| 2678 | Group | 1239 | OwnTicket | RT::Queue | 96
| 0 | 0 |
| 2720 | Group | 1238 | OwnTicket | RT::Queue | 97
| 0 | 0 |
| 2707 | Group | 1240 | OwnTicket | RT::Queue | 97
| 0 | 0 |
| 2747 | Group | 1238 | OwnTicket | RT::Queue | 98
| 0 | 0 |
| 2734 | Group | 1241 | OwnTicket | RT::Queue | 98
| 0 | 0 |
| 2762 | Group | 1238 | OwnTicket | RT::Queue | 99
| 0 | 0 |
| 2774 | Group | 1242 | OwnTicket | RT::Queue | 99
| 0 | 0 |
| 2787 | Group | 1238 | OwnTicket | RT::Queue | 100
| 0 | 0 |
| 2801 | Group | 1243 | OwnTicket | RT::Queue | 100
| 0 | 0 |
| 2814 | Group | 1238 | OwnTicket | RT::Queue | 101
| 0 | 0 |
| 2826 | Group | 1244 | OwnTicket | RT::Queue | 101
| 0 | 0 |
| 2855 | Group | 1238 | OwnTicket | RT::Queue | 102
| 0 | 0 |
| 2842 | Group | 1245 | OwnTicket | RT::Queue | 102
| 0 | 0 |
| 2637 | Group | 1238 | OwnTicket | RT::Queue | 103
| 0 | 0 |
| 2649 | Group | 1246 | OwnTicket | RT::Queue | 103
| 0 | 0 |
| 2870 | Group | 1156 | OwnTicket | RT::Queue | 104
| 0 | 0 |
| 2691 | Group | 1238 | OwnTicket | RT::Queue | 105
| 0 | 0 |
| 4647 | Group | 1593 | OwnTicket | RT::Queue | 106
| 0 | 0 |
| 3182 | Group | 1585 | OwnTicket | RT::Queue | 107
| 0 | 0 |
| 3194 | Group | 1587 | OwnTicket | RT::Queue | 107
| 0 | 0 |
| 3221 | Group | 1585 | OwnTicket | RT::Queue | 108
| 0 | 0 |
| 3208 | Group | 1588 | OwnTicket | RT::Queue | 108
| 0 | 0 |
| 3248 | Group | 1589 | OwnTicket | RT::Queue | 109
| 0 | 0 |
| 3260 | Group | 1590 | OwnTicket | RT::Queue | 110
| 0 | 0 |
| 3302 | Group | 1591 | OwnTicket | RT::Queue | 111
| 0 | 0 |
| 3316 | Group | 1592 | OwnTicket | RT::Queue | 112
| 0 | 0 |
| 3125 | Group | 1593 | OwnTicket | RT::Queue | 113
| 0 | 0 |
| 3405 | Group | 1634 | OwnTicket | RT::Queue | 116
| 0 | 0 |
| 3392 | Group | 1635 | OwnTicket | RT::Queue | 116
| 0 | 0 |
| 3435 | Group | 1634 | OwnTicket | RT::Queue | 117
| 0 | 0 |
| 3447 | Group | 1636 | OwnTicket | RT::Queue | 117
| 0 | 0 |
| 3462 | Group | 1634 | OwnTicket | RT::Queue | 118
| 0 | 0 |
| 3476 | Group | 1637 | OwnTicket | RT::Queue | 118
| 0 | 0 |
| 3501 | Group | 1634 | OwnTicket | RT::Queue | 119
| 0 | 0 |
| 3488 | Group | 1638 | OwnTicket | RT::Queue | 119
| 0 | 0 |
| 3516 | Group | 1634 | OwnTicket | RT::Queue | 120
| 0 | 0 |
| 3530 | Group | 1639 | OwnTicket | RT::Queue | 120
| 0 | 0 |
| 3555 | Group | 1634 | OwnTicket | RT::Queue | 121
| 0 | 0 |
| 3542 | Group | 1640 | OwnTicket | RT::Queue | 121
| 0 | 0 |
| 3580 | Group | 1634 | OwnTicket | RT::Queue | 122
| 0 | 0 |
| 3568 | Group | 1641 | OwnTicket | RT::Queue | 122
| 0 | 0 |
| 3366 | Group | 1634 | OwnTicket | RT::Queue | 123
| 0 | 0 |
| 3378 | Group | 1642 | OwnTicket | RT::Queue | 123
| 0 | 0 |
| 3600 | Group | 1634 | OwnTicket | RT::Queue | 124
| 0 | 0 |
| 3420 | Group | 1634 | OwnTicket | RT::Queue | 125
| 0 | 0 |
| 3701 | Group | 1693 | OwnTicket | RT::Queue | 126
| 0 | 0 |
| 3685 | Group | 1694 | OwnTicket | RT::Queue | 126
| 0 | 0 |
| 3730 | Group | 1693 | OwnTicket | RT::Queue | 127
| 0 | 0 |
| 3742 | Group | 1695 | OwnTicket | RT::Queue | 127
| 0 | 0 |
| 3770 | Group | 1693 | OwnTicket | RT::Queue | 128
| 0 | 0 |
| 3757 | Group | 1696 | OwnTicket | RT::Queue | 128
| 0 | 0 |
| 3799 | Group | 1693 | OwnTicket | RT::Queue | 129
| 0 | 0 |
| 3811 | Group | 1697 | OwnTicket | RT::Queue | 129
| 0 | 0 |
| 3824 | Group | 1693 | OwnTicket | RT::Queue | 130
| 0 | 0 |
| 3839 | Group | 1698 | OwnTicket | RT::Queue | 130
| 0 | 0 |
| 3867 | Group | 1693 | OwnTicket | RT::Queue | 131
| 0 | 0 |
| 3854 | Group | 1699 | OwnTicket | RT::Queue | 131
| 0 | 0 |
| 3880 | Group | 1693 | OwnTicket | RT::Queue | 132
| 0 | 0 |
| 3892 | Group | 1700 | OwnTicket | RT::Queue | 132
| 0 | 0 |
| 3670 | Group | 1693 | OwnTicket | RT::Queue | 133
| 0 | 0 |
| 3657 | Group | 1701 | OwnTicket | RT::Queue | 133
| 0 | 0 |
| 3908 | Group | 1693 | OwnTicket | RT::Queue | 134
| 0 | 0 |
| 3717 | Group | 1693 | OwnTicket | RT::Queue | 135
| 0 | 0 |
| 4032 | Group | 2139 | OwnTicket | RT::Queue | 136
| 0 | 0 |
| 4045 | Group | 2139 | OwnTicket | RT::Queue | 137
| 0 | 0 |
| 4061 | Group | 2139 | OwnTicket | RT::Queue | 138
| 0 | 0 |
| 4341 | Group | 2139 | OwnTicket | RT::Queue | 139
| 0 | 0 |
| 4093 | Group | 2139 | OwnTicket | RT::Queue | 140
| 0 | 0 |
| 4112 | Group | 2139 | OwnTicket | RT::Queue | 141
| 0 | 0 |
| 4128 | Group | 2139 | OwnTicket | RT::Queue | 142
| 0 | 0 |
| 4016 | Group | 2139 | OwnTicket | RT::Queue | 143
| 0 | 0 |
| 4144 | Group | 2139 | OwnTicket | RT::Queue | 144
| 0 | 0 |
| 4156 | Group | 2140 | OwnTicket | RT::Queue | 144
| 0 | 0 |
| 4325 | Group | 2139 | OwnTicket | RT::Queue | 145
| 0 | 0 |
| 4169 | Group | 2137 | OwnTicket | RT::Queue | 146
| 0 | 0 |
| 4525 | Group | 3931 | OwnTicket | RT::Queue | 146
| 0 | 0 |
| 4185 | Group | 2137 | OwnTicket | RT::Queue | 147
| 0 | 0 |
| 4549 | Group | 3931 | OwnTicket | RT::Queue | 147
| 0 | 0 |
| 4201 | Group | 2137 | OwnTicket | RT::Queue | 148
| 0 | 0 |
| 4354 | Group | 2137 | OwnTicket | RT::Queue | 149
| 0 | 0 |
| 4220 | Group | 2137 | OwnTicket | RT::Queue | 150
| 0 | 0 |
| 4233 | Group | 2137 | OwnTicket | RT::Queue | 151
| 0 | 0 |
| 4249 | Group | 2137 | OwnTicket | RT::Queue | 152
| 0 | 0 |
| 4268 | Group | 2137 | OwnTicket | RT::Queue | 153
| 0 | 0 |
| 4515 | Group | 3931 | OwnTicket | RT::Queue | 153
| 0 | 0 |
| 4492 | Group | 2134 | OwnTicket | RT::Queue | 154
| 0 | 0 |
| 4504 | Group | 2136 | OwnTicket | RT::Queue | 154
| 0 | 0 |
| 4297 | Group | 2137 | OwnTicket | RT::Queue | 154
| 0 | 0 |
| 4312 | Group | 2138 | OwnTicket | RT::Queue | 154
| 0 | 0 |
| 4476 | Group | 3931 | OwnTicket | RT::Queue | 154
| 0 | 0 |
| 4284 | Group | 2137 | OwnTicket | RT::Queue | 155
| 0 | 0 |
| 4537 | Group | 3931 | OwnTicket | RT::Queue | 155
| 0 | 0 |
| 4385 | Group | 341 | OwnTicket | RT::Queue | 156
| 0 | 0 |
| 4372 | Group | 2283 | OwnTicket | RT::Queue | 156
| 0 | 0 |
| 4418 | Group | 332 | OwnTicket | RT::Queue | 157
| 0 | 0 |
| 4405 | Group | 2560 | OwnTicket | RT::Queue | 157
| 0 | 0 |
| 4446 | Group | 350 | OwnTicket | RT::Queue | 158
| 0 | 0 |
| 4433 | Group | 2561 | OwnTicket | RT::Queue | 158
| 0 | 0 |
| 4461 | Group | 2835 | OwnTicket | RT::Queue | 159
| 0 | 0 |
| 4571 | Group | 4582 | OwnTicket | RT::Queue | 160
| 0 | 0 |
| 4582 | Group | 4583 | OwnTicket | RT::Queue | 161
| 0 | 0 |
| 4619 | Group | 5102 | OwnTicket | RT::Queue | 162
| 0 | 0 |
| 4682 | Group | 1593 | OwnTicket | RT::Queue | 163
| 0 | 0 |
| 4696 | Group | 1593 | OwnTicket | RT::Queue | 164
| 0 | 0 |
| 4712 | Group | 1593 | OwnTicket | RT::Queue | 165
| 0 | 0 |
| 4764 | Group | 6143 | OwnTicket | RT::Queue | 166
| 0 | 0 |
| 4827 | Group | 7946 | OwnTicket | RT::Queue | 167
| 0 | 0 |
| 5095 | Group | 7946 | OwnTicket | RT::Queue | 168
| 0 | 0 |
| 4811 | Group | 7947 | OwnTicket | RT::Queue | 168
| 0 | 0 |
| 4792 | Group | 7948 | OwnTicket | RT::Queue | 169
| 0 | 0 |
| 4843 | Group | 8175 | OwnTicket | RT::Queue | 170
| 0 | 0 |
| 4873 | Group | 341 | OwnTicket | RT::Queue | 171
| 0 | 0 |
| 4860 | Group | 8752 | OwnTicket | RT::Queue | 171
| 0 | 0 |
| 4918 | Group | 341 | OwnTicket | RT::Queue | 172
| 0 | 0 |
| 4896 | Group | 10153 | OwnTicket | RT::Queue | 172
| 0 | 0 |
| 4939 | Group | 11696 | OwnTicket | RT::Queue | 173
| 0 | 0 |
| 4976 | Group | 20811 | OwnTicket | RT::Queue | 174
| 0 | 0 |
| 5074 | Group | 389 | OwnTicket | RT::Queue | 175
| 0 | 0 |
| 5052 | Group | 24040 | OwnTicket | RT::Queue | 175
| 0 | 0 |
| 2 | Group | 11 | OwnTicket | RT::System | 1
| 0 | 0 |
| 155 | Group | 389 | OwnTicket | RT::System | 1
| 0 | 0 |
298 rows in set (0.00 sec)

mysql>

FYI, also getting reports that multiple updates is equally slow. No idea
why, but its very concerning. I hope its something simple.

Richard

Jesse Vincent wrote:

Hi Guys,

I’m seeing the same thing. A lot more users in that dropdown than
should be there.

Richard,

I’d like to help get to the bottom of this. Can you send the output of:

SELECT * from ACL where RightName = ‘OwnTicket’

Sun.com http://www.sun.com * Richard Ellis *
Technical Developer, .Sun eBusiness

Sun Microsystems, Inc.
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis@Sun.COM
sun.com

Jesse_Vincent · March 17, 2008, 4:06pm

Hi Jesse,

Ok. Next up:

select * from ACL, CachedGroupMembers, Groups where ACL.RightName =
‘OwnTicket’ and ACL.PrincipalId = Groups.id and Groups.id =
CachedGroupMembers.GroupId and (CachedGroupMembers.MemberId = ‘3’ or
CachedGroupMembers.MemberId = ‘5’);

(The 3 and 5 there should be reasonably stable across RT instances.
They should correspond to these rows from Groups

PGP.sig (186 Bytes)

Jesse_Vincent · March 17, 2008, 4:11pm

ok, that doesn’t look good

mysql> select * from ACL, CachedGroupMembers, Groups where ACL.RightName
= ‘OwnTicket’ and ACL.PrincipalId = Groups.id and Groups.id =
CachedGroupMembers.GroupId and (CachedGroupMembers.MemberId = ‘3’ or
CachedGroupMembers.MemberId = ‘5’); Empty set (0.04 sec)

Looks good for you, not for me That means that my trivial fix isn’t
going to catch it.

This will generate a lot of data. Probably best not to CC the list on
the full response.

Jesse_Vincent · March 17, 2008, 4:38pm

mysql> SELECT * from ACL, CachedGroupMembers, Groups where
ACL.RightName = ‘OwnTicket’ and ACL.PrincipalId = Groups.id and
Groups.id = CachedGroupMembers.GroupId;

Ok. Those results tell me there should be 290 names in your
“SelectOwner” drop down. (That’s a lot, but not enough that you should
see 400s perf

Do you have mysql logging slow queries? If not, can you?

PGP.sig (186 Bytes)

Richard_Ellis · March 17, 2008, 4:45pm

Hi Jesse,

That’s worrying because according to the master list of users I have,
their should only be 88 users who have permissions to own tickets. Thats
probably not the cause of the performance issue though, so I’ll shelve
that for now to look at later.

I’ll turn slow queries on now and send results tomorrow.

Rik

Jesse Vincent wrote:> On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:

mysql> SELECT * from ACL, CachedGroupMembers, Groups where
ACL.RightName = ‘OwnTicket’ and ACL.PrincipalId = Groups.id and
Groups.id = CachedGroupMembers.GroupId;

Ok. Those results tell me there should be 290 names in your
“SelectOwner” drop down. (That’s a lot, but not enough that you should
see 400s perf

Do you have mysql logging slow queries? If not, can you?

Sun.com http://www.sun.com * Richard Ellis *
Technical Developer, .Sun eBusiness

Sun Microsystems, Inc.
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis@Sun.COM
sun.com

Kenn_Crocker · March 17, 2008, 5:03pm

Mathew,

You mentioned needing "SeeQueue" for "Unprivileged" users and you

already have it for “Privileged” users. Why not grant “CreateTicket”,
“SeeQueue” Globally for “Everyone” (saves redundant granting) and
“ShowTicket” Globally for “Requestors”? That way any requestor can
always “See” their ticket and everyone can “Create” one in the Queue of
their choice. Then Grant “ReplyToTicket” on a Queue level to the groups
that support each particular Queue.
I’m of the opinion that there is so much redundant “Granting” of
privileges out there without realizing that it makes it difficult to
know why queries are taking so long. Yet, these redundant privileges are
slowing down the system cause so many users have rights they weren’t
meant to have. Just a thought.

Kenn
LBNLOn 3/17/2008 4:37 AM, Mathew wrote:

We have

Everyone: CreateTicket on two public facing queues

Privileged: CommentOnTicket, CreateTicket, SeeQueue, ShowOutgoingEmail,
ShowTicket, ShowTicketComments, Watch on all queues

Unprivileged: CreateTicket, SeeQueue on one public facing queue (now
that I think about it CreateTicket here seems redundant); ReplyToTicket,
Watch on all queues.

Individual groups: AssignCustomFields, ModifyTicket, OwnTicket,
ReplyToTicket, StealTicket, TakeTicket on only their corresponding queues.

Our unprivileged users need SeeQueue because we have a customer portal
which requires it (we don’t use the self-service interface).

Mathew

Ham MI-ID, Torsten Brumm wrote:

Hi Matthew,

We have:

Everyone: CreateTicket
Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches

Roles:

Requestor: ReplyToTicket, ShowTicket

The rest is done on a queue base.

OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think!

Btw. We rolled back…

Torsten

Kï¿½hne + Nagel (AG & Co.) KG, Geschï¿½ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persï¿½nlich haftende Gesellschaft: Kï¿½hne & Nagel A.G., Sitz: Contern/Luxemburg Geschï¿½ftsfï¿½hrender Verwaltungsrat: Klaus-Michael Kï¿½hne

Jesse_Vincent · March 18, 2008, 4:18pm

So, you have a query that ran for 400+ seconds an examined fifteen
million rows. That seems…wrong. What does this say?

EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN
Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2 ON (
CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3
ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE
(Principals_1.Disabled = ‘0’) AND (ACL_4.PrincipalType = Groups_3.Type)
AND (Principals_1.id != ‘1’) AND (Principals_1.PrincipalType = ‘User’)
AND (ACL_4.RightName = ‘OwnTicket’) AND (Groups_3.Domain =
‘RT::Queue-Role’) AND ((ACL_4.ObjectType = ‘RT::Queue’) OR
(ACL_4.ObjectType = ‘RT::System’)) ORDER BY main.Name ASC;On Tue, Mar 18, 2008 at 04:10:19PM +0000, Richard Ellis wrote:

Hi Jesse,

The output of the slow query log for the last 23 hours:

User@Host: rt_user[rt_user] @ localhost

Query_time: 6 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

use rt3;
SELECT GET_LOCK(‘Apache-Session-ce4e206474839cb7dd09a5216f86ce9e’, 3600);

Time: 080317 12:17:03

User@Host: rt_user[rt_user] @ localhost

Query_time: 6 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

SELECT GET_LOCK(‘Apache-Session-ce4e206474839cb7dd09a5216f86ce9e’, 3600);

Time: 080317 12:17:47

User@Host: rt_user[rt_user] @ localhost

Query_time: 8 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

SELECT GET_LOCK(‘Apache-Session-ce4e206474839cb7dd09a5216f86ce9e’, 3600);

Time: 080317 13:07:11

User@Host: rt_user[rt_user] @ localhost

Query_time: 411 Lock_time: 0 Rows_sent: 0 Rows_examined: 15418603

SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN
Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2 ON (
CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3
ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE
(Principals_1.Disabled = ‘0’) AND (ACL_4.PrincipalType = Groups_3.Type)
AND (Principals_1.id != ‘1’) AND (Principals_1.PrincipalType = ‘User’)
AND (ACL_4.RightName = ‘OwnTicket’) AND (Groups_3.Domain =
‘RT::Queue-Role’) AND ((ACL_4.ObjectType = ‘RT::Queue’) OR
(ACL_4.ObjectType = ‘RT::System’)) ORDER BY main.Name ASC;

Time: 080317 13:07:13

User@Host: rt_user[rt_user] @ localhost

Query_time: 46 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

SELECT GET_LOCK(‘Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551’, 3600);

User@Host: rt_user[rt_user] @ localhost

Query_time: 346 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

SELECT GET_LOCK(‘Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551’, 3600);

Thanks

Richard

Jesse Vincent wrote:

Sounds like someone previously changed the config file without
restarting.

On Mon, Mar 17, 2008 at 05:22:52PM +0000, Richard Ellis wrote:

Looks like theres a problem with the logfile

080317 10:04:58 mysqld started
InnoDB: Error: log file /usr/local/mysql/data/ib_logfile0 is of
different size 0 5242880 bytes
InnoDB: than specified in the .cnf file 0 16777216 bytes!
080317 10:04:59 [Note] /usr/local/mysql/bin/mysqld: ready for connections.
Version: ‘5.0.51a-log’ socket: ‘/tmp/mysql.sock’ port: 3306 MySQL
Community Server (GPL)
080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/ACL.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/ACL.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Attachments.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Attachments.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Attributes.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Attributes.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/CustomFieldValues.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/CustomFieldValues.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/CustomFields.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/CustomFields.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Groups.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Groups.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Links.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Links.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/ObjectCustomFieldValues.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/ObjectCustomFieldValues.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Principals.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Principals.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Queues.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Queues.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/ScripActions.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/ScripActions.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/ScripConditions.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/ScripConditions.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Scrips.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Scrips.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Templates.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Templates.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Tickets.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Tickets.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Transactions.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Transactions.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect
information in file: ‘./rt3/Users.frm’
080317 10:16:25 [Note] /usr/local/mysql/bin/mysqld: Normal shutdown

080317 10:16:27 [Note] /usr/local/mysql/bin/mysqld: Shutdown complete

080317 10:16:27 mysqld ended

Jesse Vincent wrote:

Note that mysqlcheck WILL report corruption if the database is being
accessed.

On Mar 17, 2008, at 1:13 PM, Richard Ellis wrote:

Restarted to apply that change and now it looks like the database has
gone bang.

gpsummit# /usr/local/mysql/bin/safe_mysqld &
[2] 6970
gpsummit# Starting mysqld daemon with databases from
/usr/local/mysql/data

gpsummit# mysqlcheck rt3
rt3.ACL
Error : Incorrect information in file: ‘./rt3/ACL.frm’
error : Corrupt
rt3.Attachments
Error : Incorrect information in file: ‘./rt3/Attachments.frm’
error : Corrupt
rt3.Attributes
Error : Incorrect information in file: ‘./rt3/Attributes.frm’
error : Corrupt
rt3.CachedGroupMembers
Error : Can’t find file: ‘CachedGroupMembers’ (errno: 2)
error : Corrupt
rt3.CustomFieldValues
Error : Incorrect information in file: ‘./rt3/CustomFieldValues.frm’
error : Corrupt
rt3.CustomFields
Error : Incorrect information in file: ‘./rt3/CustomFields.frm’
error : Corrupt
rt3.GroupMembers
Error : Can’t find file: ‘GroupMembers’ (errno: 2)
error : Corrupt
rt3.Groups
Error : Incorrect information in file: ‘./rt3/Groups.frm’
error : Corrupt
rt3.Links
Error : Incorrect information in file: ‘./rt3/Links.frm’
error : Corrupt
rt3.ObjectCustomFieldValues
Error : Incorrect information in file:
‘./rt3/ObjectCustomFieldValues.frm’
error : Corrupt
rt3.ObjectCustomFields
Error : Can’t find file: ‘ObjectCustomFields’ (errno: 2)
error : Corrupt
rt3.Principals
Error : Incorrect information in file: ‘./rt3/Principals.frm’
error : Corrupt
rt3.Queues
Error : Incorrect information in file: ‘./rt3/Queues.frm’
error : Corrupt
rt3.ScripActions
Error : Incorrect information in file: ‘./rt3/ScripActions.frm’
error : Corrupt
rt3.ScripConditions
Error : Incorrect information in file: ‘./rt3/ScripConditions.frm’
error : Corrupt
rt3.Scrips
Error : Incorrect information in file: ‘./rt3/Scrips.frm’
error : Corrupt
rt3.Templates
Error : Incorrect information in file: ‘./rt3/Templates.frm’
error : Corrupt
rt3.Tickets
Error : Incorrect information in file: ‘./rt3/Tickets.frm’
error : Corrupt
rt3.Transactions
Error : Incorrect information in file: ‘./rt3/Transactions.frm’
error : Corrupt
rt3.Users
Error : Incorrect information in file: ‘./rt3/Users.frm’
error : Corrupt
rt3.sessions

I am so pooched now. No idea if this is recoverable or not.

Rik

Jesse Vincent wrote:

On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:

mysql> SELECT * from ACL, CachedGroupMembers, Groups where
ACL.RightName = ‘OwnTicket’ and ACL.PrincipalId = Groups.id and
Groups.id = CachedGroupMembers.GroupId;

Ok. Those results tell me there should be 290 names in your
“SelectOwner” drop down. (That’s a lot, but not enough that you
should see 400s perf

Do you have mysql logging slow queries? If not, can you?

–

Richard Ellis
Technical Developer, .Sun eBusiness

Sun Microsystems, Inc.
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis@Sun.COM

–
Sun.com http://www.sun.com * Richard Ellis *
Technical Developer, .Sun eBusiness

Sun Microsystems, Inc.
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis@Sun.COM
sun.com

–
Sun.com http://www.sun.com * Richard Ellis *
Technical Developer, .Sun eBusiness

Sun Microsystems, Inc.
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis@Sun.COM
sun.com

RT 3.6.4 poor query performance

root@bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics 111,112c113 < < %#<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute => ‘Name’ &>

root@bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics 111,112c113 < < %#<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute => ‘Name’ &>

User@Host: rt_user[rt_user] @ localhost

Query_time: 6 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

Time: 080317 12:17:03

User@Host: rt_user[rt_user] @ localhost

Query_time: 6 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

Time: 080317 12:17:47

User@Host: rt_user[rt_user] @ localhost

Query_time: 8 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

Time: 080317 13:07:11

User@Host: rt_user[rt_user] @ localhost

Query_time: 411 Lock_time: 0 Rows_sent: 0 Rows_examined: 15418603

Time: 080317 13:07:13

User@Host: rt_user[rt_user] @ localhost

Query_time: 46 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

User@Host: rt_user[rt_user] @ localhost

Query_time: 346 Lock_time: 0 Rows_sent: 1 Rows_examined: 0

root@bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics
111,112c113
<
< %#<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute => ‘Name’ &>

root@bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff
/opt/rt3/local/html/Search/Elements/PickBasics
/opt/rt3/share/html/Search/Elements/PickBasics
111,112c113
<
< %#<& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute
=> ‘Name’ &>