RT 3.6.4, user list too long when resolving multiple tickets

Hi all,

since our upgrade to RT 3.6.4, the "resolve multiple tickets"
functionality shows erratic behavior in my installation. When before, it
only showed the privileged users (which are in the ballpark of 3-10 per
queue), it then started to show all users who ever submitted tickets,
including obvious spam and bogus users.

This leads to inacceptable long loading times (the “resolve multiple
tickets” page takes about 3 minutes to load). We’re currently around
ticket #74000 in our installation, so there are quite some ticket owners
in the database…

Unfortunately, I am not completely sure if the update to 3.6.4 is the
actual reason for this change in behavior, since I have also made some
minor changes in the configuration (which, of course, I don’t remember
now).

Is there a switch in the config files that might have caused this behavior?

Thanks for pointers,

–ck

     Christopher Kunz | Geschï¿œftsfï¿œhrung | chris@filoo.de

Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gï¿œtersloh
Geschï¿œftsfï¿œhrer: S.Grewing | J.Rehpï¿œhler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)

Hi all,

since our upgrade to RT 3.6.4, the "resolve multiple tickets"
functionality shows erratic behavior in my installation. When before, it
only showed the privileged users (which are in the ballpark of 3-10 per
queue), it then started to show all users who ever submitted tickets,
including obvious spam and bogus users.

you seems to gave OwnTicket right to everyone or unprivileged users,
check your permissions.

Emmanuel Lacour schrieb:

you seems to gave OwnTicket right to everyone or unprivileged users,
check your permissions.

Currently, global Group Rights are as follows:

Everyone: CreateTicket
Privileged: ShowOutgoingEmail
Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch
Requestor: CreateTicket, ModifyTicket, ReplyToTicket
All other relevant groups: No rights granted.

For testing, I have now removed ShowOutgoingEmail and Watch from the
Unprivileged group and the behavior does not seem to have changed.

I have checked queue-specific groups and there are no additional default
privileges.

Any other ideas?

Regards,

–ck

     Christopher Kunz | Gesch�ftsf�hrung | chris@filoo.de

Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G�tersloh
Gesch�ftsf�hrer: S.Grewing | J.Rehp�hler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)

Emmanuel Lacour schrieb:

you seems to gave OwnTicket right to everyone or unprivileged users,
check your permissions.

Any other ideas?

Is DBIx::SearchBuilder up to date?

Emmanuel Lacour schrieb:> On Mon, Feb 02, 2009 at 01:33:19PM +0100, Christopher Kunz (Filoo GmbH) wrote:

Emmanuel Lacour schrieb:

you seems to gave OwnTicket right to everyone or unprivileged users,
check your permissions.
Any other ideas?

Is DBIx::SearchBuilder up to date?

Yes, it’s current:

cpan[12]> r DBIx::SearchBuilder
All modules are up to date for DBIx::SearchBuilder

Regards,

–ck

     Christopher Kunz | Gesch�ftsf�hrung | chris@filoo.de

Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G�tersloh
Gesch�ftsf�hrer: S.Grewing | J.Rehp�hler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)

Yes, it’s current:

cpan[12]> r DBIx::SearchBuilder
All modules are up to date for DBIx::SearchBuilder

Do you still get unprivileged users if you access this directly:

http://…/rt/Elements/SelectOwner

?

Here it should show every users that has OwnTicket right, either global
or on one of the queues, as a group right, user right or system right.

Check this out:

http://www.gossamer-threads.com/lists/rt/users/81858#81858--- On Mon, 2/2/09, Christopher Kunz (Filoo GmbH) chris@de-punkt.de wrote:

From: Christopher Kunz (Filoo GmbH) chris@de-punkt.de
Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets
To: RT-Users@lists.bestpractical.com
Date: Monday, February 2, 2009, 6:15 AM

Hi all,

since our upgrade to RT 3.6.4, the "resolve multiple tickets"
functionality shows erratic behavior in my installation. When before, it
only showed the privileged users (which are in the ballpark of 3-10 per
queue), it then started to show all users who ever submitted tickets,
including obvious spam and bogus users.

This leads to inacceptable long loading times (the “resolve multiple
tickets” page takes about 3 minutes to load). We’re currently around
ticket #74000 in our installation, so there are quite some ticket owners
in the database…

Unfortunately, I am not completely sure if the update to 3.6.4 is the
actual reason for this change in behavior, since I have also made some
minor changes in the configuration (which, of course, I don’t remember
now).

Is there a switch in the config files that might have caused this behavior?

Thanks for pointers,

–ck

     Christopher Kunz | Geschäftsführung | chris@filoo.de

Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh
Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

kem cho schrieb:

Check this out:

http://www.gossamer-threads.com/lists/rt/users/81858#81858

Nice workaround, works fine for me. Owner change is very rarely used in
our setup, anyway.

Regards,

–ck

     Christopher Kunz | Gesch�ftsf�hrung | chris@filoo.de

Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G�tersloh
Gesch�ftsf�hrer: S.Grewing | J.Rehp�hler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)

kem cho schrieb:

Check this out:

http://www.gossamer-threads.com/lists/rt/users/81858#81858

Nice workaround, works fine for me. Owner change is very rarely used in
our setup, anyway.

Regards,

–ck

We did the same thing for Query Builder too
(html/Search/Elements/PickBasics)

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

kem cho schrieb:

Check this out:

http://www.gossamer-threads.com/lists/rt/users/81858#81858

Nice workaround, works fine for me. Owner change is very rarely used in
our setup, anyway.

Yes, but it hides the fact that you seems to have an ACL issue in your
setup. What is the result of this sql query on your DB:

select * from ACL where RightName=‘OwnTicket’;

Emmanuel Lacour schrieb:

select * from ACL where RightName=‘OwnTicket’;

mysql> select * from ACL where RightName=‘OwnTicket’;
| id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId
| DelegatedBy | DelegatedFrom |
| 19 | Group | 8881 | OwnTicket | RT::Queue | 3
| 0 | 0 |
| 843 | Group | 7616 | OwnTicket | RT::Queue | 4
| 0 | 0 |
| 35 | Group | 8880 | OwnTicket | RT::Queue | 4
| 0 | 0 |
| 853 | Group | 264326 | OwnTicket | RT::Queue | 4
| 0 | 0 |
| 67 | Group | 5252 | OwnTicket | RT::Queue | 5
| 0 | 0 |
| 66 | Group | 8881 | OwnTicket | RT::Queue | 5
| 0 | 0 |
| 105 | Group | 8879 | OwnTicket | RT::Queue | 6
| 0 | 0 |
| 106 | Group | 8882 | OwnTicket | RT::Queue | 6
| 0 | 0 |
| 143 | Group | 8879 | OwnTicket | RT::Queue | 7
| 0 | 0 |
| 144 | Group | 8882 | OwnTicket | RT::Queue | 7
| 0 | 0 |
| 181 | Group | 8879 | OwnTicket | RT::Queue | 8
| 0 | 0 |
| 182 | Group | 8882 | OwnTicket | RT::Queue | 8
| 0 | 0 |
| 205 | Group | 8881 | OwnTicket | RT::Queue | 9
| 0 | 0 |
| 1204 | Group | 7616 | OwnTicket | RT::Queue | 10
| 0 | 0 |
| 232 | Group | 8178 | OwnTicket | RT::Queue | 10
| 0 | 0 |
| 231 | Group | 8880 | OwnTicket | RT::Queue | 10
| 0 | 0 |
| 264 | Group | 7616 | OwnTicket | RT::Queue | 11
| 0 | 0 |
| 263 | Group | 8881 | OwnTicket | RT::Queue | 11
| 0 | 0 |
| 298 | Group | 8178 | OwnTicket | RT::Queue | 13
| 0 | 0 |
| 297 | Group | 8880 | OwnTicket | RT::Queue | 13
| 0 | 0 |
| 358 | Group | 4054 | OwnTicket | RT::Queue | 14
| 0 | 0 |
| 377 | Group | 6780 | OwnTicket | RT::Queue | 14
| 0 | 0 |
| 396 | Group | 7086 | OwnTicket | RT::Queue | 14
| 0 | 0 |
| 329 | Group | 8880 | OwnTicket | RT::Queue | 14
| 0 | 0 |
| 412 | Group | 8881 | OwnTicket | RT::Queue | 14
| 0 | 0 |
| 338 | Owner | 8930 | OwnTicket | RT::Queue | 14
| 0 | 0 |
| 421 | Group | 8880 | OwnTicket | RT::Queue | 15
| 0 | 0 |
| 435 | Group | 8880 | OwnTicket | RT::Queue | 16
| 0 | 0 |
| 448 | Group | 8881 | OwnTicket | RT::Queue | 17
| 0 | 0 |
| 696 | Group | 101044 | OwnTicket | RT::Queue | 18
| 0 | 0 |
| 734 | Group | 205245 | OwnTicket | RT::Queue | 18
| 0 | 0 |
| 673 | Group | 101044 | OwnTicket | RT::Queue | 19
| 0 | 0 |
| 650 | Group | 101044 | OwnTicket | RT::Queue | 20
| 0 | 0 |
| 558 | Group | 97763 | OwnTicket | RT::Queue | 21
| 0 | 0 |
| 803 | Group | 101044 | OwnTicket | RT::Queue | 21
| 0 | 0 |
| 780 | Group | 205245 | OwnTicket | RT::Queue | 21
| 0 | 0 |
| 466 | Group | 97763 | OwnTicket | RT::Queue | 22
| 0 | 0 |
| 581 | Group | 97763 | OwnTicket | RT::Queue | 23
| 0 | 0 |
| 627 | Group | 97763 | OwnTicket | RT::Queue | 24
| 0 | 0 |
| 604 | Group | 97763 | OwnTicket | RT::Queue | 25
| 0 | 0 |
| 826 | Group | 101044 | OwnTicket | RT::Queue | 25
| 0 | 0 |
| 757 | Group | 205245 | OwnTicket | RT::Queue | 25
| 0 | 0 |
| 863 | Group | 264326 | OwnTicket | RT::Queue | 28
| 0 | 0 |
| 904 | Group | 8881 | OwnTicket | RT::Queue | 29
| 0 | 0 |
| 881 | Group | 53747 | OwnTicket | RT::Queue | 29
| 0 | 0 |
| 923 | Group | 268168 | OwnTicket | RT::Queue | 29
| 0 | 0 |
| 1139 | Group | 3508 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 1000 | Group | 4054 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 954 | Group | 5054 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 1116 | Group | 7086 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 1069 | Group | 7462 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 977 | Group | 7616 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 1093 | Group | 225814 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 1046 | Group | 289503 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 1023 | Group | 312162 | OwnTicket | RT::Queue | 30
| 0 | 0 |
| 1268 | Group | 1642 | OwnTicket | RT::Queue | 32
| 0 | 0 |
| 1245 | Group | 4054 | OwnTicket | RT::Queue | 32
| 0 | 0 |
| 1222 | Group | 7086 | OwnTicket | RT::Queue | 32
| 0 | 0 |
| 1163 | Group | 7616 | OwnTicket | RT::Queue | 32
| 0 | 0 |
| 1176 | Group | 3 | OwnTicket | RT::Queue | 33
| 0 | 0 |
| 1179 | Group | 5 | OwnTicket | RT::Queue | 33
| 0 | 0 |
| 1177 | Requestor | 349496 | OwnTicket | RT::Queue | 33
| 0 | 0 |
| 1186 | Group | 4 | OwnTicket | RT::Queue | 34
| 0 | 0 |
| 1183 | Owner | 349523 | OwnTicket | RT::Queue | 34
| 0 | 0 |
| 1191 | Group | 4 | OwnTicket | RT::Queue | 35
| 0 | 0 |
| 2 | Group | 11 | OwnTicket | RT::System | 1
| 0 | 0 |
66 rows in set (0.00 sec)

Regards,

–ck

     Christopher Kunz | Gesch�ftsf�hrung | chris@filoo.de

Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G�tersloh
Gesch�ftsf�hrer: S.Grewing | J.Rehp�hler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)

Emmanuel Lacour schrieb:

select * from ACL where RightName=‘OwnTicket’;

mysql> select * from ACL where RightName=‘OwnTicket’;
±-----±--------------±------------±----------±-----------±---------±------------±--------------+
| id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId
| DelegatedBy | DelegatedFrom |
±-----±--------------±------------±----------±-----------±---------±------------±--------------+
[…]
| 1179 | Group | 5 | OwnTicket | RT::Queue | 33
| 0 | 0 |

On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is
usually the “Unprivileged” group!

Sorry :slight_smile: you’ve already analyzed this with Emmanuel.On Mon, Feb 2, 2009 at 6:42 PM, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

SELECT * FROM ACL WHERE RightName = ‘OwnTicket’;

paste here

It can be a role on a queue.

On Mon, Feb 2, 2009 at 3:33 PM, Christopher Kunz (Filoo GmbH) chris@de-punkt.de wrote:

Emmanuel Lacour schrieb:

you seems to gave OwnTicket right to everyone or unprivileged users,
check your permissions.

Currently, global Group Rights are as follows:

Everyone: CreateTicket
Privileged: ShowOutgoingEmail
Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch
Requestor: CreateTicket, ModifyTicket, ReplyToTicket
All other relevant groups: No rights granted.

For testing, I have now removed ShowOutgoingEmail and Watch from the
Unprivileged group and the behavior does not seem to have changed.

I have checked queue-specific groups and there are no additional default
privileges.

Any other ideas?

Regards,

–ck


Christopher Kunz | Geschäftsführung | chris@filoo.de
Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh
Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Best regards, Ruslan.

Best regards, Ruslan.

SELECT * FROM ACL WHERE RightName = ‘OwnTicket’;

paste here

It can be a role on a queue.On Mon, Feb 2, 2009 at 3:33 PM, Christopher Kunz (Filoo GmbH) chris@de-punkt.de wrote:

Emmanuel Lacour schrieb:

you seems to gave OwnTicket right to everyone or unprivileged users,
check your permissions.

Currently, global Group Rights are as follows:

Everyone: CreateTicket
Privileged: ShowOutgoingEmail
Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch
Requestor: CreateTicket, ModifyTicket, ReplyToTicket
All other relevant groups: No rights granted.

For testing, I have now removed ShowOutgoingEmail and Watch from the
Unprivileged group and the behavior does not seem to have changed.

I have checked queue-specific groups and there are no additional default
privileges.

Any other ideas?

Regards,

–ck


Christopher Kunz | Geschäftsführung | chris@filoo.de
Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh
Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Best regards, Ruslan.

Emmanuel Lacour schrieb:

On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is
usually the “Unprivileged” group!

I removed that privilege from the respective queue (it is a test queue
that was never actually used), and double-checked all other queues.
However, I found a couple other queues in our installation that have
Rights like CreateTicket, CommentOnTicket, ReplyTicket, ModifyTicket or
others (not OwnTicket) set. Is this a problem, too?

The issue persists (I have tested it with Elements/SelectOwner).

Regards,

–ck

     Christopher Kunz | Gesch�ftsf�hrung | chris@filoo.de

Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G�tersloh
Gesch�ftsf�hrer: S.Grewing | J.Rehp�hler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)

Sorry :slight_smile: you’ve already analyzed this with Emmanuel.

I just added this in the FAQ (section Performances) on the wiki :slight_smile:

http://wiki.bestpractical.com/view/FAQ

Emmanuel Lacour schrieb:

On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is
usually the “Unprivileged” group!

I removed that privilege from the respective queue (it is a test queue
that was never actually used), and double-checked all other queues.

THere was also OwnTicket granted to “Everyone” on this queue, did you
removed it?

However, I found a couple other queues in our installation that have
Rights like CreateTicket, CommentOnTicket, ReplyTicket, ModifyTicket or
others (not OwnTicket) set. Is this a problem, too?

Shouldn’t.

The issue persists (I have tested it with Elements/SelectOwner).

About how many users do you get in SelectOwner? 10, 100, 1000, more?

If you removed the OwnTicket right on Unprivileged and Everyone group of
your test queue and still got a high number of people in SelectOwner,
then it’s probably because either one or more of your user groups
contains those people, or because you made too many people privileged.

Emmanuel Lacour schrieb:> On Mon, Feb 02, 2009 at 05:03:26PM +0100, Christopher Kunz (Filoo GmbH) wrote:

Emmanuel Lacour schrieb:

On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is
usually the “Unprivileged” group!
I removed that privilege from the respective queue (it is a test queue
that was never actually used), and double-checked all other queues.

THere was also OwnTicket granted to “Everyone” on this queue, did you
removed it?

That did the trick. Thanks so much!

Regards,

–ck

     Christopher Kunz | Gesch�ftsf�hrung | chris@filoo.de

Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG G�tersloh
Gesch�ftsf�hrer: S.Grewing | J.Rehp�hler | C.Kunz
Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.)

I agree with Emmanuel that workaround does not really provide a “fix” on
this issue. I have read and followed this issue (of users list too long, or
QueryBuilder and Bulk update page takes too long to load) for a while. FYI:
I am running RT 3.8.1 on opensuse11; perl 5.10; mysql 5.0

I did not see same issue as described in “Message 5” below. But, I did
notice one of my queues had a permissions of “OwnTicket” to group 3. When I
looked; group 3 is “Everyone”, but the queue it was assigned to did not
exist! Not sure why, perhaps it was deleted by prior admin.

So, I removed that privilege from the “unknown” queue, and now my pages are
much faster (i.e; I do not have a long list of users in “Own Ticket” drop
down box).

Thanks everyone for helping on this issue.
Daksh