"Tickets" interface stalls RT for 30 seconds

RT Users
1

When I click Tickets in the RT interface, a mason_handler.fcgi is
spawned that spins for 30 seconds before it returns my page. This also
happens when I change the query at all (i.e. the page reloads).

I’m using a database that’s been updated all the way from 3.2.2. It
works fine in all other respects. I’ve done the steps outlined in
UPGRADING.mysql also.

Can anyone help me figure out how to debug? I have no idea what could
take so long.

Thanks for reading,

–Buck

2

When I click Tickets in the RT interface, a mason_handler.fcgi is
spawned that spins for 30 seconds before it returns my page. This also
happens when I change the query at all (i.e. the page reloads).
I’m using a database that’s been updated all the way from 3.2.2. It
works fine in all other respects. I’ve done the steps outlined in
UPGRADING.mysql also.
Can anyone help me figure out how to debug? I have no idea what could
take so long.
Thanks for reading,

–Buck

Buck,

Are there a lot of people in the Owner drop-down list?

Steve

3

Good call! It looks like all the users in the database are there. In
3.2.2 this was only privileged users (~500 people). That worked fine.
Maybe this happened because a couple queues have given the Everybody
group the Owner privilege?

Do you know of a workaround?

I’d be nice if this were in javascript rather than cgi, to reduce page
reloads. O-well. Not trying to complain.

Thanks!
–Buck-----Original Message-----
From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Friday, September 12, 2008 12:42 PM
To: Golemon, Buck; rt-users@bestpractical.com
Subject: Re: [rt-users] “Tickets” interface stalls RT for 30 seconds.

On Fri, 12 Sep 2008 15:14:16 -0400, Golemon, Buck Buck.Golemon@amd.com wrote:

When I click Tickets in the RT interface, a mason_handler.fcgi is
spawned that spins for 30 seconds before it returns my page. This also
happens when I change the query at all (i.e. the page reloads).
I’m using a database that’s been updated all the way from 3.2.2. It
works fine in all other respects. I’ve done the steps outlined in
UPGRADING.mysql also.
Can anyone help me figure out how to debug? I have no idea what could
take so long.
Thanks for reading,

–Buck

Buck,

Are there a lot of people in the Owner drop-down list?

Steve

4

Good call! It looks like all the users in the database are there. In
3.2.2 this was only privileged users (~500 people). That worked fine.
Maybe this happened because a couple queues have given the Everybody
group the Owner privilege?

Exactly.

Do you know of a workaround?

Remove the Everybody group’s OwnTicket right is going to be the most
straightforward.

5

Good call! It looks like all the users in the database are there. In
3.2.2 this was only privileged users (~500 people). That worked fine.
Maybe this happened because a couple queues have given the Everybody
group the Owner privilege?

Do you know of a workaround?

I’d be nice if this were in javascript rather than cgi, to reduce page
reloads. O-well. Not trying to complain.

Thanks!
–Buck

The idea of having an owner drop-down in Query Builder didn’t work for us

  • we converted it to a text field instead.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

6

That’s a feature that our users requested (to be more like bugzilla). I
can’t just remove it.

Is there a way to limit it to privileged users (a la 3.2.2)?

Steve: how did you convert to a text box. Is it a straightforward patch?

Thanks guys,
–BuckFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, September 12, 2008 1:28 PM
To: Golemon, Buck
Cc: Stephen Turner; rt-users@bestpractical.com
Subject: Re: [rt-users] “Tickets” interface stalls RT for 30 seconds.

Good call! It looks like all the users in the database are there. In
3.2.2 this was only privileged users (~500 people). That worked fine.
Maybe this happened because a couple queues have given the Everybody
group the Owner privilege?

Exactly.

Do you know of a workaround?

Remove the Everybody group’s OwnTicket right is going to be the most
straightforward.

I’d be nice if this were in javascript rather than cgi, to reduce page
reloads. O-well. Not trying to complain.

Thanks!
–Buck

-----Original Message-----
From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Friday, September 12, 2008 12:42 PM
To: Golemon, Buck; rt-users@bestpractical.com
Subject: Re: [rt-users] “Tickets” interface stalls RT for 30 seconds.

When I click Tickets in the RT interface, a mason_handler.fcgi is
spawned that spins for 30 seconds before it returns my page. This
also
happens when I change the query at all (i.e. the page reloads).
I’m using a database that’s been updated all the way from 3.2.2. It
works fine in all other respects. I’ve done the steps outlined in
UPGRADING.mysql also.
Can anyone help me figure out how to debug? I have no idea what could
take so long.
Thanks for reading,

–Buck

Buck,

Are there a lot of people in the Owner drop-down list?

Steve

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

7

Steve: how did you convert to a text box. Is it a straightforward patch?

It’s a simple change to html/Search/Elements/PickBasics (we’re using RT
3.4.2):

< <& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute =>
‘Name’ &>

Looking at the QB screen again, I remembered another reason we made the
change is that this criteria line can also be used to search on Creator
and LastUpdatedBy. If the drop-down is only populated by potential ticket
owners, then you can’t search for a creator or lastupdated unless they
happen to be in the owner list.

Steve

8

Thanks. I got it working. Here’s the patch I needed for 3.8.1.

— orig.bak 2008-09-12 14:14:23.000000000 -0700
+++ share/html/Search/Elements/PickBasics 2008-09-12
14:14:33.000000000 -0700
@@ -121,11 +121,7 @@
Path => ‘/Elements/SelectBoolean’,
Arguments => { TrueVal=> ‘=’, FalseVal => ‘!=’ },
},

  •    Value => {

  •        Type => 'component',

  •        Path => '/Elements/SelectOwner',

  •        Arguments => { ValueAttribute => 'Name' },

  •    },

  •    Value => { Type => 'text', Size => 50 }
    },
    {
    Name => ‘Watcher’,

This probably doesn’t help, but this query gives the full list of user
names that might give results. It runs in a reasonable time and returns
only 7% of the results done the current way.

select distinct name from Users, Tickets where Users.id in
(Tickets.owner, Tickets.Creator, Tickets.LastUpdatedBy);

–BuckFrom: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Friday, September 12, 2008 1:47 PM
To: Golemon, Buck; Jesse Vincent
Cc: RT Users
Subject: Re: [rt-users] “Tickets” interface stalls RT for 30 seconds.

Steve: how did you convert to a text box. Is it a straightforward
patch?

It’s a simple change to html/Search/Elements/PickBasics (we’re using RT

3.4.2):

< <& /Elements/SelectOwner, Name => “ValueOfActor”, ValueAttribute =>
‘Name’ &>

Looking at the QB screen again, I remembered another reason we made the

change is that this criteria line can also be used to search on Creator

and LastUpdatedBy. If the drop-down is only populated by potential
ticket
owners, then you can’t search for a creator or lastupdated unless they
happen to be in the owner list.

Steve