I have a largish RT installation (± 200K tickets) that I am in the
process of upgrading (3.0.11 -> 3.4.4).
Having had a look at pervious posts to the list I see that other have
run into the same issue.
The query that is causing fastcgi to timeout :
SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL
ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4
WHERE ((ACL_2.RightName = ‘OwnTicket’)) AND
((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id
= CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = ‘0’)or
(Principals_1.Disabled = ‘0’)) AND ((Principals_1.id != ‘1’)) AND
((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId =
Groups_3.id AND ACL_2.PrincipalType = ‘Group’ AND
( Groups_3.Domain = ‘SystemInternal’ OR Groups_3.Domain =
‘UserDefined’ OR Groups_3.Domain = ‘ACLEquivalence’)) OR
( ( (Groups_3.Domain = ‘RT::Queue-Role’ ) ) AND Groups_3.Type =
ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = ‘RT::System’ OR
(ACL_2.ObjectType = ‘RT::Queue’) ) ORDER BY main.Name ASC;
The cost of this query :
Unique (cost=499689.57…499690.27 rows=8 width=2692)
My mistake was setting the initial instance up with rights for
Everyone to Create Ticket and Reply To Ticket. Is it possible to
reverse this from a database perspective as I need to only see the
local support agents in the owner drop down (all the agents have
email address in the same domain). Any ideas appreciated.
I understand that the common wisdom is to upgrade to 3.4.5, I am
however not sure that it will deliver the result I require.
Thanks and regards,
IT Architect, Clue Technologies PTY (LTD)