Rt3 performance problem when updating a ticket

RT Users
1

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

2

I am trying to evaluate RT with Oracle 10g database. Does any one have
details step to do this? I am going through the url’s meanwhile, if I
get this would be great.
thanks
ThiruOn Wed, Apr 22, 2009 at 11:40 AM, Oleg Sladkoff sladkofo@yahoo-inc.com wrote:

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

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

3

Thiruselvam V wrote:

I am trying to evaluate RT with Oracle 10g database. Does any one have
details step to do this? I am going through the url’s meanwhile, if I
get this would be great.
thanks
Thiru
Anything in particular you’re having problems with?

We use Oracle extensively, not only for RT, so I might be able to help
if I know with what.

Regards,

Joop

4

Check out RT logs and look at timings. It may help you spot big gaps
and localize problem.

It can be sendmail or whatever you use as MTA:
http://wiki.bestpractical.com/view/SendmailTips

What have you done to make sure it’s not mysql?On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff sladkofo@yahoo-inc.com wrote:

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

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

Best regards, Ruslan.

5

Don’t ask your questions in others threads. It’s not polite.On Wed, Apr 22, 2009 at 7:54 PM, Thiruselvam V vthiruselvam@gmail.com wrote:

I am trying to evaluate RT with Oracle 10g database. Does any one have
details step to do this? I am going through the url’s meanwhile, if I
get this would be great.
thanks
Thiru

On Wed, Apr 22, 2009 at 11:40 AM, Oleg Sladkoff sladkofo@yahoo-inc.com wrote:

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

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

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

Best regards, Ruslan.

6

Hi Ruslan
thanks for your feedback :slight_smile:

after making a few tests it appears that the gap appears whenever
someone is in CC on the ticket (This message will be sent to…)

On mysql side I do not see any slow query (time >1) and I see no process
(show process list).

after following sendmailtips my problem was fixed :slight_smile:

in RT_SiteConfig.pm :
Set($SendmailArguments, “-ODeliveryMode=q” );

thanks for your help !

best regards,
Oleg.On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:

Check out RT logs and look at timings. It may help you spot big gaps
and localize problem.

It can be sendmail or whatever you use as MTA:
SendmailTips - Request Tracker Wiki

What have you done to make sure it’s not mysql?

On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff sladkofo@yahoo-inc.com wrote:

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

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

Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

7

Hello

slight problem, RT doesn’t send any mail since I updated the
configuration (nothing in rt’s logs )

any help appreciated !

Oleg.On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:

Hi Ruslan
thanks for your feedback :slight_smile:

after making a few tests it appears that the gap appears whenever
someone is in CC on the ticket (This message will be sent to…)

On mysql side I do not see any slow query (time >1) and I see no
process (show process list).

after following sendmailtips my problem was fixed :slight_smile:

in RT_SiteConfig.pm :
Set($SendmailArguments, “-ODeliveryMode=q” );

thanks for your help !

best regards,
Oleg.

On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:

Check out RT logs and look at timings. It may help you spot big gaps
and localize problem.

It can be sendmail or whatever you use as MTA:
SendmailTips - Request Tracker Wiki

What have you done to make sure it’s not mysql?

On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff sladkofo@yahoo-inc.com wrote:

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

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

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

8

Oleg,

You need to check your mail system, the problem is not with
RT but there. That is why the performance improved when you
selected “queue mail mode” in the sendmail arguments.

Good luck,
KenOn Fri, Apr 24, 2009 at 03:34:21PM +0200, Oleg Sladkoff wrote:

Hello

slight problem, RT doesn’t send any mail since I updated the
configuration (nothing in rt’s logs )

any help appreciated !

Oleg.

On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:

Hi Ruslan
thanks for your feedback :slight_smile:

after making a few tests it appears that the gap appears whenever
someone is in CC on the ticket (This message will be sent to…)

On mysql side I do not see any slow query (time >1) and I see no
process (show process list).

after following sendmailtips my problem was fixed :slight_smile:

in RT_SiteConfig.pm :
Set($SendmailArguments, “-ODeliveryMode=q” );

thanks for your help !

best regards,
Oleg.

On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:

Check out RT logs and look at timings. It may help you spot big gaps
and localize problem.

It can be sendmail or whatever you use as MTA:
SendmailTips - Request Tracker Wiki

What have you done to make sure it’s not mysql?

On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff sladkofo@yahoo-inc.com wrote:

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

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

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

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

9

Oleg;

You need to bare in mind that
Set($SendmailArguments, “-ODeliveryMode=q” );
puts the message in a mail queue, you need to check the frequency of how
often your mta process its queue

btw, you are using sendmail ?? because the above line wont work if you
are using exim, you need :
Set($SendmailArguments, “-odq” );

Regards;

*Roy El-hames *

ISP Systems

Vialtus Solutions

(formerly Pipex Business)

Direct Dial: +44(0) 208 587 6181

E-mail: rfh@vialtus.com mailto:rfh@vialtus.com

Visit us on:

www.vialtus.com http://www.vialtus.com/

This email is subject to:

http://www.vialtus.com/disclaimer.html

Oleg Sladkoff wrote:

10

I want to note that Set($SendmailArguments, “-ODeliveryMode=q” ); is
incorrect. Default value in the RT config is not empty. So new value
should be:

Set($SendmailArguments, “-ODeliveryMode=q -oi -t” );On Fri, Apr 24, 2009 at 6:56 PM, Raed El-Hames rfh@vialtus.com wrote:

Oleg;

You need to bare in mind that
Set($SendmailArguments, “-ODeliveryMode=q” );
puts the message in a mail queue, you need to check the frequency of how
often your mta process its queue

btw, you are using sendmail ?? because the above line wont work if you are
using exim, you need :
Set($SendmailArguments, “-odq” );

Regards;

*Roy El-hames *

ISP Systems

Vialtus Solutions

(formerly Pipex Business)

Direct Dial: +44(0) 208 587 6181

E-mail: rfh@vialtus.com mailto:rfh@vialtus.com

Visit us on:

www.vialtus.com http://www.vialtus.com/

This email is subject to:

http://www.vialtus.com/disclaimer.html

Oleg Sladkoff wrote:

Hello

slight problem, RT doesn’t send any mail since I updated the configuration
(nothing in rt’s logs )

any help appreciated !

Oleg.

On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:

Hi Ruslan
thanks for your feedback :slight_smile:

after making a few tests it appears that the gap appears whenever someone
is in CC on the ticket (/This message will be sent to…/)

On mysql side I do not see any slow query (time >1) and I see no process
(show process list).

after following sendmailtips my problem was fixed :slight_smile:

in RT_SiteConfig.pm :
Set($SendmailArguments, “-ODeliveryMode=q” );

thanks for your help !

best regards,
Oleg.

On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:

Check out RT logs and look at timings. It may help you spot big gaps
and localize problem.

It can be sendmail or whatever you use as MTA:
SendmailTips - Request Tracker Wiki

What have you done to make sure it’s not mysql?

On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff <sladkofo@yahoo-inc.com mailto:sladkofo@yahoo-inc.com> wrote:

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com mailto:oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

The rt-users Archives

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

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

–
Oleg Sladkoff KELKOO - Service Architect
oleg.sladkoff@kelkoo.com mailto:oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 gsm : +33(0)675768532

–
Oleg Sladkoff KELKOO - Service Architect
oleg.sladkoff@kelkoo.com mailto:oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 gsm : +33(0)675768532

Best regards, Ruslan.

11

Hi all

Thanks for all feedbacks!
Indeed I have a network problem on my server since yesterday, so the
problem does not come from RT…

the mailq command shows many “(Deferred: Connection timed out with
my.mail.server.)”

Oleg.

I want to note that Set($SendmailArguments, “-ODeliveryMode=q” ); is
incorrect. Default value in the RT config is not empty. So new value
should be:

Set($SendmailArguments, “-ODeliveryMode=q -oi -t” );

Oleg;

You need to bare in mind that
Set($SendmailArguments, “-ODeliveryMode=q” );
puts the message in a mail queue, you need to check the frequency of how
often your mta process its queue

btw, you are using sendmail ?? because the above line wont work if you are
using exim, you need :
Set($SendmailArguments, “-odq” );

yes I’m using sendmail

Regards;

*Roy El-hames *

ISP Systems

Vialtus Solutions

(formerly Pipex Business)

Direct Dial: +44(0) 208 587 6181

E-mail: rfh@vialtus.com mailto:rfh@vialtus.com

Visit us on:

www.vialtus.com http://www.vialtus.com/

This email is subject to:

http://www.vialtus.com/disclaimer.html

Oleg Sladkoff wrote:

Hello

slight problem, RT doesn’t send any mail since I updated the configuration
(nothing in rt’s logs )

any help appreciated !

Oleg.

Hi Ruslan
thanks for your feedback :slight_smile:

after making a few tests it appears that the gap appears whenever someone
is in CC on the ticket (/This message will be sent to…/)

On mysql side I do not see any slow query (time >1) and I see no process
(show process list).

after following sendmailtips my problem was fixed :slight_smile:

in RT_SiteConfig.pm :
Set($SendmailArguments, “-ODeliveryMode=q” );

thanks for your help !

best regards,
Oleg.

Check out RT logs and look at timings. It may help you spot big gaps
and localize problem.

It can be sendmail or whatever you use as MTA:
SendmailTips - Request Tracker Wiki

What have you done to make sure it’s not mysql?

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don’t see any activity.

Any idea where the problem could come from ?

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com mailto:oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

The rt-users Archives

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

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

–
Oleg Sladkoff KELKOO - Service Architect
oleg.sladkoff@kelkoo.com mailto:oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 gsm : +33(0)675768532

–
Oleg Sladkoff KELKOO - Service Architect
oleg.sladkoff@kelkoo.com mailto:oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 gsm : +33(0)675768532

–
Best regards, Ruslan.

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

Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532