Slow ticket open - how to improve performance?

Opening tickets can sometimes take a long time (15-20 seconds). Ours is a
brand new installation (just entered the second week), we only have two
users, and less than 400 tickets.

What can we do? We’ve noticed that tickets with longer histories take
longer to come up (makes sense), but these histories are usually composed of
simple things like status changes, ownership changes, and short messages or
comments.

I’ve gone over the archives and implemented as many of the improvements I
found (MySQL memory settings, database indexes, etc). Here are the indexes
I created:

  1. alter table TicketCustomFieldValues add index (Ticket);
  2. create index CacheMemId on CachedGroupMembers(MemberId);
  3. create index CacheGrouID on CachedGroupMembers (GroupId);
  4. create index CacheMemIdGrouId on CachedGroupMembers(MemberId,GroupId);
  5. create index PrincipalType on Principals(PrincipalType);
  6. create index CustomField on TicketCustomFieldValues(CustomField);
  7. create index Domain on Groups(domain);
  8. create index Instance on Groups(instance);

The above are in addition to the indexes the RT came with “out of the box”.

Our hardware and software set up is:

  1. RT 3.0.8
  2. Apache 1.3.29 using mod_perl (all compiled with the latest source as of
    2/1/2004)
  3. MySQL 3.23.58 (compiled with the latest source as of 2/1/2004)
  4. Athlon 800 Mhz, 256 Meg RAM
  5. 100 Mbit LAN
  6. Caldera OpenLinux 3.11 (Linux kernel v2.4.13).

What are we missing? How can we improve? Is the hardware not enough?
Should we add more memory? Here’s the output of the “free” command:

         total       used       free     shared    buffers     cached

Mem: 255448 243956 11492 12 2652 87184
-/+ buffers/cache: 154120 101328
Swap: 208836 136640 72196

Are we too constrained?

Any help would be much, much appreciated.

Thanks!

Chago

We were experiancing slow being slow in general and also had a similar mem
situation (11 physical free). Upgrading it to 512 sped things up 90%

-Karl PietriFrom: “Adolfo Santiago” mailbag@anothernet.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, February 24, 2004 12:54 PM
Subject: [rt-users] Slow ticket open - how to improve performance?

Opening tickets can sometimes take a long time (15-20 seconds). Ours is a
brand new installation (just entered the second week), we only have two
users, and less than 400 tickets.

What can we do? We’ve noticed that tickets with longer histories take
longer to come up (makes sense), but these histories are usually composed
of
simple things like status changes, ownership changes, and short messages
or
comments.

I’ve gone over the archives and implemented as many of the improvements I
found (MySQL memory settings, database indexes, etc). Here are the
indexes
I created:

  1. alter table TicketCustomFieldValues add index (Ticket);
  2. create index CacheMemId on CachedGroupMembers(MemberId);
  3. create index CacheGrouID on CachedGroupMembers (GroupId);
  4. create index CacheMemIdGrouId on CachedGroupMembers(MemberId,GroupId);
  5. create index PrincipalType on Principals(PrincipalType);
  6. create index CustomField on TicketCustomFieldValues(CustomField);
  7. create index Domain on Groups(domain);
  8. create index Instance on Groups(instance);

The above are in addition to the indexes the RT came with “out of the
box”.

Our hardware and software set up is:

  1. RT 3.0.8
  2. Apache 1.3.29 using mod_perl (all compiled with the latest source as
    of
    2/1/2004)
  3. MySQL 3.23.58 (compiled with the latest source as of 2/1/2004)
  4. Athlon 800 Mhz, 256 Meg RAM
  5. 100 Mbit LAN
  6. Caldera OpenLinux 3.11 (Linux kernel v2.4.13).

What are we missing? How can we improve? Is the hardware not enough?
Should we add more memory? Here’s the output of the “free” command:

         total       used       free     shared    buffers     cached

Mem: 255448 243956 11492 12 2652 87184
-/+ buffers/cache: 154120 101328
Swap: 208836 136640 72196

Are we too constrained?

Any help would be much, much appreciated.

Thanks!

Chago


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rt-users@lists.bestpractical.com
The rt-users Archives

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I’m buying more memory today. The nagging I keep hearing is getting a
little old…

In any case, I don’t understand why we’ve been so stingy with the memory on
this server. Even our regular office workstations have AT LEAST that much.

I’ll report back in with the improvement (or lack thereof).

What about any other potential improvements? Anyone?

Chago

Adolfo Santiago wrote:

  1. MySQL 3.23.58 (compiled with the latest source as of 2/1/2004)

Not supported. And if it’s not built with InnoDB support, and
if RT is not using InnoDB tables, then there’s a big performance
problem right there…
�|� Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

Follow up…

Put in 512 Megs of RAM to bring up the box to 784 Megs or so.

I see performance improvements here and there, in some cases great
improvements (like bringing up a list of tickets). But there are still
“pockets of resistance”. Like this one ticket that takes about 10 seconds
to open. Nothing special about it, just several comments and responses.

But I don’t regret putting in the extra memory.

Chago

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Adolfo
Santiago
Sent: Tuesday, February 24, 2004 1:41 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Slow ticket open - how to improve performance?

I’m buying more memory today. The nagging I keep hearing is getting a
little old…

In any case, I don’t understand why we’ve been so stingy with the
memory on
this server. Even our regular office workstations have AT LEAST
that much.

I’ll report back in with the improvement (or lack thereof).

What about any other potential improvements? Anyone?

Chago

-----Original Message-----
From: Karl Pietri [mailto:kpietri@nvps.net]
Sent: Tuesday, February 24, 2004 1:17 PM
To: Adolfo Santiago; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Slow ticket open - how to improve performance?

We were experiancing slow being slow in general and also had a
similar mem
situation (11 physical free). Upgrading it to 512 sped things up 90%

-Karl Pietri
----- Original Message -----
From: “Adolfo Santiago” mailbag@anothernet.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, February 24, 2004 12:54 PM
Subject: [rt-users] Slow ticket open - how to improve performance?

Opening tickets can sometimes take a long time (15-20 seconds).
Ours is a
brand new installation (just entered the second week), we
only have two
users, and less than 400 tickets.

What can we do? We’ve noticed that tickets with longer histories take
longer to come up (makes sense), but these histories are
usually composed
of
simple things like status changes, ownership changes, and
short messages
or
comments.

I’ve gone over the archives and implemented as many of the
improvements I
found (MySQL memory settings, database indexes, etc). Here are the
indexes
I created:

  1. alter table TicketCustomFieldValues add index (Ticket);
  2. create index CacheMemId on CachedGroupMembers(MemberId);
  3. create index CacheGrouID on CachedGroupMembers (GroupId);
  4. create index CacheMemIdGrouId on
    CachedGroupMembers(MemberId,GroupId);
  5. create index PrincipalType on Principals(PrincipalType);
  6. create index CustomField on TicketCustomFieldValues(CustomField);
  7. create index Domain on Groups(domain);
  8. create index Instance on Groups(instance);

The above are in addition to the indexes the RT came with “out of the
box”.

Our hardware and software set up is:

  1. RT 3.0.8
  2. Apache 1.3.29 using mod_perl (all compiled with the
    latest source as
    of
    2/1/2004)
  3. MySQL 3.23.58 (compiled with the latest source as of 2/1/2004)
  4. Athlon 800 Mhz, 256 Meg RAM
  5. 100 Mbit LAN
  6. Caldera OpenLinux 3.11 (Linux kernel v2.4.13).

What are we missing? How can we improve? Is the hardware not enough?
Should we add more memory? Here’s the output of the “free” command:

         total       used       free     shared    buffers

cached

Mem: 255448 243956 11492 12 2652
87184
-/+ buffers/cache: 154120 101328
Swap: 208836 136640 72196

Are we too constrained?

Any help would be much, much appreciated.

Thanks!

Chago


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

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It is built with InnoDB and those are the types of tables RT is using.

How much of a pain would it be to upgrade to 4.X from 3.23.58? Will I have
to recompile other things, like Apache and PHP?

Thanks!

Chago

Upgrading to 4.x should by seamless.

Adolfo Santiago wrote:

It is built with InnoDB and those are the types of tables RT is using.

How much of a pain would it be to upgrade to 4.X from 3.23.58? Will I have
to recompile other things, like Apache and PHP?

Thanks!

Chago

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Phil
Homewood
Sent: Tuesday, February 24, 2004 5:09 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Slow ticket open - how to improve performance?

Adolfo Santiago wrote:

  1. MySQL 3.23.58 (compiled with the latest source as of 2/1/2004)

Not supported. And if it’s not built with InnoDB support, and
if RT is not using InnoDB tables, then there’s a big performance
problem right there…

�|� Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.


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With regards,

Say_Ten

This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it.

In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137
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We’ll give it a try. Nothing else needs to be compiled? I assume the mysql
libraries will either stay the same or will provide backwards compatible
interfaces…

Chago

You MAY have to recompile things with MySQL support, ( i.e. PHP ).
However I believe the server is backwards compatible with older clients
anyway. You just get advantages with the newer client.

Adolfo Santiago wrote:

We’ll give it a try. Nothing else needs to be compiled? I assume the mysql
libraries will either stay the same or will provide backwards compatible
interfaces…

Chago

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Matthew
Cheale
Sent: Wednesday, February 25, 2004 3:08 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Slow ticket open - how to improve performance?

Upgrading to 4.x should by seamless.

Adolfo Santiago wrote:

It is built with InnoDB and those are the types of tables RT is using.

How much of a pain would it be to upgrade to 4.X from 3.23.58?

Will I have

to recompile other things, like Apache and PHP?

Thanks!

Chago

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Phil
Homewood
Sent: Tuesday, February 24, 2004 5:09 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Slow ticket open - how to improve performance?

Adolfo Santiago wrote:

  1. MySQL 3.23.58 (compiled with the latest source as of 2/1/2004)

Not supported. And if it’s not built with InnoDB support, and
if RT is not using InnoDB tables, then there’s a big performance
problem right there…

�|� Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

** CRM114 Whitelisted by: lists.bestpractical.com **


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With regards,

Say_Ten

================================================
This e.mail is private and confidential between Multiplay (UK)
Ltd. and the person or entity to whom it is addressed. In the
event of misdirection, the recipient is prohibited from using,
copying, printing or otherwise disseminating it or any
information contained in it.

In the event of misdirection, illegible or incomplete
transmission please telephone (023) 8024 3137
or return the E.mail to postmaster@multiplay.co.uk.


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

With regards,

Say_Ten

This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it.

In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137
or return the E.mail to postmaster@multiplay.co.uk.