Good morning,
I’m using RT 6.0.2
while attempting to delete a newly created user in RT through the web interface using the following function:
“Delete User → Wipeout Including External Storage”
I noticed that the operation did not complete successfully. The following message appears in the log:
[Fri Jun 05 10:38:19.908653 2026] [fcgid:warn] [pid 460808:tid 460808] [client 123.123.123.123:43154] mod_fcgid: read data timeout in 40 seconds, referer: https://aaa.aaa.it/Admin/Tools/Shredder/index.html?Plugin=Users&Users:status=enabled&Users:name=RequestTracker&Users&Search=Search
To further investigate the issue, I attempted to delete the user from the command line:
sudo -u www-data perl sbin/rt-shredder \
--sqldump /tmp/rt-shredder-$(date +%Y%m%d-%H%M%S).sql \
--plugin "Users=status,any;name,RequestTracker"
This resulted in the following error:
ERROR: Shredder has found a dependency that it cannot automatically resolve, so the requested object was not removed. Some plugins do not automatically shred dependent objects for safety, but you may be able to shred the dependent objects directly using other plugins. The documentation for this plugin may have more information. Additional info: Couldn’t find resolver for dependency 'RT::User-RequestTracker (depends on,resolvable dependency)
From what I was able to determine, Shredder appears to be unable to automatically resolve a dependency related to an RT::Attribute object. To proceed, I manually removed the associated attribute:
mysql -u root -p rt6 -e "DELETE FROM Attributes WHERE ObjectType='RT::User' AND ObjectId=52 AND Name='RecentlyViewedTickets';"
After that, I ran the same rt-shredder command and the user was successfully deleted:
sudo -u www-data perl sbin/rt-shredder \
--sqldump /tmp/rt-shredder-$(date +%Y%m%d-%H%M%S).sql \
--plugin "Users=status,any;name,RequestTracker"
Although the user can now be deleted from the command line, the web interface still times out.
I do not believe the issue is related to the size of the database. For reference, here are some statistics from the instance:
mysql -u root -p rt6 -e "
SELECT COUNT(*) as ticket_totali FROM Tickets;
SELECT Domain, COUNT(*) FROM Groups GROUP BY Domain ORDER BY COUNT(*) DESC;
SELECT COUNT(*) as cached_group_members FROM CachedGroupMembers;
"
Enter password:
+---------------+
| ticket_totali |
+---------------+
| 13874 |
+---------------+
+----------+----------+
| Status | COUNT(*) |
+----------+----------+
| deleted | 13 |
| new | 206 |
| open | 544 |
| rejected | 922 |
| resolved | 12167 |
| stalled | 22 |
+----------+----------+
+------------------+----------+
| Domain | COUNT(*) |
+------------------+----------+
| RT::Ticket-Role | 55496 |
| ACLEquivalence | 973 |
| RT::Queue-Role | 36 |
| UserDefined | 10 |
| RT::System-Role | 6 |
| RT::Catalog-Role | 3 |
| SystemInternal | 3 |
+------------------+----------+
+----------------------+
| cached_group_members |
+----------------------+
| 88786 |
+----------------------+