Rtx-shredder timeout error when deleting tickets via web ui

RT Users
1

Greetings,

In our production server, it takes approx. 01:27min. to wipeout a
ticket using rtx-shredder.

For instance, if we use the RTx-Shredder WebUI (RT v3.6. ) to wipeout
only 10 tickets, it locks the sessions and gives a timeout error
message in the Apache 1.3.x log:

[Thu Feb 21 20:37:59 2008] [error] [client 200.143.192.54] FastCGI:
comm with server “/usr/local/rt3/bin/mason_handler.fcgi” aborted: idle
timeout (90 sec)

[Thu Feb 21 20:37:59 2008] [error] [client 200.143.192.54] FastCGI:
incomplete headers (0 bytes) received from server
"/usr/local/rt3/bin/mason_handler.fcgi"

And shows this error page:

Internal Server Error
The server encountered an internal error or misconfiguration and was
unable to complete your request.

Please contact the server administrator, admin@mydomain and inform
them of the time the error occurred, and anything you might have done
that may have caused the error.

More information about this error may be available in the server error log.

Apache/1.3.37 Server at rt.mydomain Port 443

Any suggestions / tips to make use of the RTx web ui?

Thanks in advance,

Alex

2

Greetings,

For instance, if we use the RTx-Shredder WebUI (RT v3.6. ) to wipeout
only 10 tickets, it locks the sessions and gives a timeout error
message in the Apache 1.3.x log:

[Thu Feb 21 20:37:59 2008] [error] [client 200.143.192.54] FastCGI:
comm with server “/usr/local/rt3/bin/mason_handler.fcgi” aborted: idle
timeout (90 sec)

[Thu Feb 21 20:37:59 2008] [error] [client 200.143.192.54] FastCGI:
incomplete headers (0 bytes) received from server
“/usr/local/rt3/bin/mason_handler.fcgi”

And shows this error page:

Internal Server Error
[…]

Any suggestions / tips to make use of the RTx web ui?

You can adjust the fastcgi timeout in your apache configuration:

FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -processes x -idle-timeout y

Actually “y” is equal to 90 for you, so you can increase it.

But your time to delete a ticket seems pretty long, so I don’t think
it’s a good Idea to have a too high value for “y” as it will block a
dedicated fastcgi process.

Maybe you’re missing some indexes or tuning on your database ?