Good Morning.
We have problem with slowness RT (5.0.2). When privileged user without permission “SuperUser”, the user login in to RT so loading main dashboard spent about 40 second and privileged user with permission “SuperUser” spent about 5 second. And next for all privileged user when user click to queue so loading is about 30 second (50 tickets per page).
We have two virtual servers (VMware), first for web, and second for DB. Web server is Alma Linux8, apache24 + mod_fcgid + oracle instant client 12.2. DB is oracle DB 12.2. Now we have copies of production servers, so there are no user, so hw consumption is very low, and problem is still. In the log we do not see any errors.
So we try:
- add more HW resource (RAM, CPU), but not change
- reinstal oracle instnat client to other version (from 12.2 to 11.2 and 19.15)
- run over apache24+mod_php or rt-server
- backup/recovery database
- next …
I try logging statementlog and debug Mason log. The statementlog is ok, time is low, but in the mason log I see more delay (for me), there example (more retry statement with a similar time):
=Mason= localhost - /Elements/ShowPrincipal {{{
=Mason= localhost - /Elements/ShowPrincipal {{{
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - /Elements/ShowUser }}} 0.0056
=Mason= localhost - /Elements/ShowPrincipal }}} 0.0064
=Mason= localhost - /Elements/ShowPrincipal }}} 0.2518
Ending:
=Mason= localhost - /autohandler }}} 27.4829
=Mason= localhost - /Search/Results.html }}} ENDS
I think The problem is somewhere in code in RT or compatibility with Oracle DB 12.2. But I do not known, please can you help me?