"Update Ticket" takes too long

Hi. I finally have my RT installation configured and in production.

For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality.

Does anyone know what could be happening? Thank you.

Rui,

It could be a lot of things. For example, you could have a loooong list
of requestors and RT is trying to notify ALL of them. Could be you have
a lot of watchers and a scrip that notify’s them on everything. It takes
any application much longer to perform I/O with other systems (like
mailgate, etc.) than it does for it’s own internal workings. I’d look at
the permissions you have set up and the watchers/scrips.

Kenn
LBNLOn 11/17/2009 2:13 AM, Rui Vitor Figueiras Meireles wrote:

Hi. I finally have my RT installation configured and in production.

For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality.

Does anyone know what could be happening? Thank you.


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Thank you. I believe it was a DNS problem.

I have a scrip to send e-mail notifications to all members of a certain group whenever a new ticket is posted in a certain queue. However, there was only 1 member in that group!

The process of sending the e-mail was taking too long probably because the server couldn’t find (immediately) the MX record of the domain.

I corrected this and now it seems quicker. Thanks!

Rui MeirelesFrom: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: terça-feira, 17 de Novembro de 2009 16:25
To: Rui Vitor Figueiras Meireles
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] “Update Ticket” takes too long

Rui,

It could be a lot of things. For example, you could have a loooong list
of requestors and RT is trying to notify ALL of them. Could be you have
a lot of watchers and a scrip that notify’s them on everything. It takes
any application much longer to perform I/O with other systems (like
mailgate, etc.) than it does for it’s own internal workings. I’d look at
the permissions you have set up and the watchers/scrips.

Kenn
LBNL

Hi,

another (hopefully) tiny problem. I’m trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket)

My Idea: $self->TicketObj->AddLink(Type=>‘Members’,Target=>ID_OF_CHILD); but this is not working. I have tried with success the following:

$self->TicketObj->AddLink(Type=>‘MemberOf’,Target=>ID_OF_CHILD);
$self->TicketObj->AddLink(Type=>‘RefersTo’,Target=>ID_OF_CHILD);
$self->TicketObj->AddLink(Type=>‘ReferedToBy’,Target=>ID_OF_CHILD);

All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs

Any Ideas? Is this a typo error?!?

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne

Hi again,
now i tried several times, no succes. It is working fine for all but not for Members, any ideas?

Torsten-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID
Gesendet: Dienstag, 17. November 2009 18:36
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Create Ticket Links via Scrip

Hi,

another (hopefully) tiny problem. I’m trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket)

My Idea: $self->TicketObj->AddLink(Type=>‘Members’,Target=>ID_OF_CHILD); but this is not working. I have tried with success the following:

$self->TicketObj->AddLink(Type=>‘MemberOf’,Target=>ID_OF_CHILD);
$self->TicketObj->AddLink(Type=>‘RefersTo’,Target=>ID_OF_CHILD);
$self->TicketObj->AddLink(Type=>‘ReferedToBy’,Target=>ID_OF_CHILD);

All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs

Any Ideas? Is this a typo error?!?

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne

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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

OK, now i found it.

If $self->TicketObj->AddLink(Type=>‘Members’,Target=>ID_OF_CHILD); is not working, then $self->TicketObj->AddLink(Type=>‘MemberOf’,Base=>ID_OF_CHILD); does the trick.

Torsten-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID
Gesendet: Mittwoch, 18. November 2009 08:08
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Create Ticket Links via Scrip

Hi again,
now i tried several times, no succes. It is working fine for all but not for Members, any ideas?

Torsten

-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID
Gesendet: Dienstag, 17. November 2009 18:36
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Create Ticket Links via Scrip

Hi,

another (hopefully) tiny problem. I’m trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket)

My Idea: $self->TicketObj->AddLink(Type=>‘Members’,Target=>ID_OF_CHILD); but this is not working. I have tried with success the following:

$self->TicketObj->AddLink(Type=>‘MemberOf’,Target=>ID_OF_CHILD);
$self->TicketObj->AddLink(Type=>‘RefersTo’,Target=>ID_OF_CHILD);
$self->TicketObj->AddLink(Type=>‘ReferedToBy’,Target=>ID_OF_CHILD);

All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs

Any Ideas? Is this a typo error?!?

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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 _______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Thank you. I believe it was a DNS problem.

I have a scrip to send e-mail notifications to all members of a certain group whenever a new ticket is posted in a certain queue. However, there was only 1 member in that group!

The process of sending the e-mail was taking too long probably because the server couldn’t find (immediately) the MX record of the domain.

I corrected this and now it seems quicker. Thanks!

If you’re using sendmail, you should pass it the flag that says “don’t
send interactively” and instead have it send in the background,
otherwise you have to wait through the entire smtp transaction

-kevin