Slowness when loading tickets created via a certain FAX to email service

Running RT4.0.2 with perl5.12.2, Oracle 10g, RHEL5 and httpd-2.2.16. Browser is IE7.

We are using EasyLink’s Fax to E-mail service and the faxes are attached as a PDF to an email which are sent to a queue.

I’m looking at one ticket with 135b of email and 110k of a PDF attachment and the page is taking in excess of 40 seconds to load. It spends most of that time with the menubar, ticket number, the “New Ticket” button and search widget visible, and the rest of the screen is the blue gradient. Most operations on this ticket also take upwards of 40 seconds.

For comparison, a normal ticket takes 2-3 seconds to load and render.

We have other attachments, PDFs too, which are larger, but have no problems.

This is a set of the headers from the “bad” ticket, maybe that’s part of the problem? Everything in the tickets and transactions tables looks identical between regular and slow-loading tickets. I’m using […] for some long digit phrases in the headers below.

From operator@netmoves.com Tue Nov 15 15:40:58 2011
MIME-Version: 1.0
X-PSTN-Levels: (S:99.90000/99.90000 CV: 3.9146 FC:95.5390 LC:95.5390 R:95.9108 P:95.9108 M:97.0282 C:98.6951 )
X-R5basetid: 0240445113197438900
Content-Type: multipart/mixed; boundary="Boundary-=_fiFHvHhtMAxqDVNRChqtZGovSJJn"
Message-ID: <0240201113197444900.[…]0.0240445113197438900@pfc1a.ps.easylink.com>
X-Nva_ps: 3
X-PSTN-Addresses: from support@easylink.com forward (org good) [db-null]
Received: from MS3.nyc.seniorbridgeinternal.com (ms.mycompany.com [192.168.0.13]) by mycompany.com (Postfix) with ESMTP id 038A2DD809E for accounting@rt.mycompany.com; Tue, 15 Nov 2011 15:40:58 -0500 (EST)
Received: from psmtp.com (74.125.149.94) by ms.mycompany.com (192.168.0.13) with Microsoft SMTP Server (TLS) id 8.3.159.2; Tue, 15 Nov 2011 15:40:58 -0500
Received: from ohrelay1.oh.easylink.com ([165.251.70.60]) (using TLSv1) by na3sys009amx168.postini.com ([74.125.148.10]) with SMTP; Tue, 15 Nov 2011 20:40:57 GMT
Received: from pfc1a.ps.easylink.com (pfc1a.ps.easylink.com [165.251.35.5]) by ohrelay1.oh.easylink.com (8.14.3/8.14.3) with ESMTP id pAFKesXa021416 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NO) for accounting@mycompany.com; Tue, 15 Nov 2011 15:40:55 -0500 (EST)
Received: from pfc1a.ps.easylink.com (localhost [127.0.0.1]) by pfc1a.ps.easylink.com (8.13.8/8.13.8) with ESMTP id pAFKescm030764 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NO) for accounting@mycompany.com; Tue, 15 Nov 2011 15:40:54 -0500
Received: (from operator@localhost) by pfc1a.ps.easylink.com (8.13.8/8.13.8/Submit) id pAFKespN030763; Tue, 15 Nov 2011 15:40:54 -0500
Delivered-To: accounting@mycompany.com
Return-Path: operator@netmoves.com
X-Original-To: accounting@mycompany.com
X-PSTN-Neptune: 2/2/1.00/92
X-PSTN-Settings: 2 (0.5000:0.5000) s CV gt3 gt2 gt1
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357362 content-type: text/plain; charset="utf-8"
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Content-Length: 135

Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

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Running RT4.0.2 with perl5.12.2, Oracle 10g, RHEL5 and httpd-2.2.16. Browser is IE7.

We are using EasyLink’s Fax to E-mail service and the faxes are attached as a PDF to an email
which are sent to a queue.

I’m looking at one ticket with 135b of email and 110k of a PDF attachment and the page is
taking in excess of 40 seconds to load. It spends most of that time with the menubar, ticket
number, the “New Ticket” button and search widget visible, and the rest of the screen is the
blue gradient. Most operations on this ticket also take upwards of 40 seconds.

For comparison, a normal ticket takes 2-3 seconds to load and render.

We have other attachments, PDFs too, which are larger, but have no problems.

This is a set of the headers from the “bad” ticket, maybe that’s part of the problem?
Everything in the tickets and transactions tables looks identical between regular and
slow-loading tickets. I’m using […] for some long digit phrases in the headers below.

You probably want to use MasonX::Profiler (as documented in the
config) and StatementLog + Configuration -> Tools -> SQL Queries to
determine what is actually slow on the page.

-kevin