Very slow ticket search creation/edit screen 3.8.4

On one of our RT installs it’s taking 40secs to render the ‘Add Criteria’ section of the ‘New Search’ page (or the edit search screen for that matter).

I’ve narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners.

I assume it’s doing permissions checks.I tried giving the ‘privileged user’ group ‘Own Ticket’ permissions to see if that remove the need for all the checking and speed things up, but it didn’t help.

We’re using 3.8.4

Thanks,

Justin

Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.com

On one of our RT installs it’s taking 40secs to render the ‘Add Criteria’ section of the ‘New Search’ page (or the edit search screen for that matter).

I’ve narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners.

I assume it’s doing permissions checks.I tried giving the ‘privileged user’ group ‘Own Ticket’ permissions to see if that remove the need for all the checking and speed things up, but it didn’t help.

http://wiki.bestpractical.com/view/FAQ

Q: Why Bulk update and/or search builder pages are slow to load? ===

That doesn’t seem to be an answer. So it’s just slow if you want to have a lot of owners??

It doesn’t take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element.

/Elements/SelectOwner

Apologies if I’m missing something obvious :slight_smile:

Cheers,

Justin

Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.comOn 15 Feb 2010, at 16:52, Jesse Vincent wrote:

On Mon, Feb 15, 2010 at 04:30:32PM +0000, Justin Hayes wrote:

On one of our RT installs it’s taking 40secs to render the ‘Add Criteria’ section of the ‘New Search’ page (or the edit search screen for that matter).

I’ve narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners.

I assume it’s doing permissions checks.I tried giving the ‘privileged user’ group ‘Own Ticket’ permissions to see if that remove the need for all the checking and speed things up, but it didn’t help.

http://wiki.bestpractical.com/view/FAQ

Q: Why Bulk update and/or search builder pages are slow to load? ===

We’re using 3.8.4

Thanks,

Justin


Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.com


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That doesn’t seem to be an answer. So it’s just slow if you want to have a lot of owners??

It doesn’t take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element.

Humor me and fix your ACLs so your end-users don’t have "OwnTicket"
rights. If that doesn’t fix it, then maybe there’s something else going
on, but this is something we see misconfigured rather frequently.

Sorry maybe I’m confusing things.

The list is long, but that’s deliberate. The guys who use this RT need everyone able to own tickets, as they pass the ticket back to the customer as owner of a ticket (which isn’t how we use it in Support hence our owners list is much smaller - only Support own the tickets).

I’m not sure I could get them to change how they work, and even if I could I still don’t see why they owners list takes ages to generate on one screen compared to another.

Thanks for taking the time to think about this Jesse. It’s much appreciated.

Justin

Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.comOn 15 Feb 2010, at 17:20, Jesse Vincent wrote:

On Mon, Feb 15, 2010 at 05:18:53PM +0000, Justin Hayes wrote:

That doesn’t seem to be an answer. So it’s just slow if you want to have a lot of owners??

It doesn’t take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element.

Humor me and fix your ACLs so your end-users don’t have "OwnTicket"
rights. If that doesn’t fix it, then maybe there’s something else going
on, but this is something we see misconfigured rather frequently.

/Elements/SelectOwner

Apologies if I’m missing something obvious :slight_smile:

Cheers,

Justin


Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.com

On 15 Feb 2010, at 16:52, Jesse Vincent wrote:

On Mon, Feb 15, 2010 at 04:30:32PM +0000, Justin Hayes wrote:

On one of our RT installs it’s taking 40secs to render the ‘Add Criteria’ section of the ‘New Search’ page (or the edit search screen for that matter).

I’ve narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners.

I assume it’s doing permissions checks.I tried giving the ‘privileged user’ group ‘Own Ticket’ permissions to see if that remove the need for all the checking and speed things up, but it didn’t help.

http://wiki.bestpractical.com/view/FAQ

Q: Why Bulk update and/or search builder pages are slow to load? ===

We’re using 3.8.4

Thanks,

Justin


Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.com


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

That doesn’t seem to be an answer. So it’s just slow if you want to have a lot of owners??

It doesn’t take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element.

bevause on a ticket, we already ha ve a queue selected and so we filter
potential owners for this queue.

in search screen, we load all people that may own ticket in any queue
(all users that have OwnTicket right).

this is a known issue, but that shouldn’t be a problem on most systems
where people with OwnTicket rights are a few hundreds.

tell us more about how many people you have has potential owner in
search screen.

Sorry maybe I’m confusing things.

The list is long, but that’s deliberate. The guys who use this RT need everyone able to own tickets, as they pass the ticket back to the customer as owner of a ticket (which isn’t how we use it in Support hence our owners list is much smaller - only Support own the tickets).

I’m not sure I could get them to change how they work, and even if I could I still don’t see why they owners list takes ages to generate on one screen compared to another.

if you really need so many people to have OwnTicket right, then you
should modify RT source code (share/html/Search/Build.html) to not use
SelectOwner, but use a simple text input.

Ah ok, so even if all my users have OwnTicket for a queue getting that list is still faster than showing all users on the Search screen, even though the resulting list is the same length?

Total rows in Users is 543.

Justin

Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.comOn 15 Feb 2010, at 17:33, Emmanuel Lacour wrote:

On Mon, Feb 15, 2010 at 05:18:53PM +0000, Justin Hayes wrote:

That doesn’t seem to be an answer. So it’s just slow if you want to have a lot of owners??

It doesn’t take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element.

bevause on a ticket, we already ha ve a queue selected and so we filter
potential owners for this queue.

in search screen, we load all people that may own ticket in any queue
(all users that have OwnTicket right).

this is a known issue, but that shouldn’t be a problem on most systems
where people with OwnTicket rights are a few hundreds.

tell us more about how many people you have has potential owner in
search screen.


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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This is the query that takes all the time:

Query_time: 37.415600 Lock_time: 0.000329 Rows_sent: 0 Rows_examined: 4474859

use rt_contdel;
SET timestamp=1267024665;
SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = ‘0’) AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != ‘1’) AND (Principals_1.PrincipalType = ‘User’) AND (ACL_4.RightName = ‘OwnTicket’ OR ACL_4.RightName = ‘SuperUser’) AND (Groups_3.Domain = ‘RT::Queue-Role’) AND ((ACL_4.ObjectType = ‘RT::Queue’) OR (ACL_4.ObjectType = ‘RT::System’)) ORDER BY main.Name ASC;

Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.comOn 15 Feb 2010, at 17:42, Justin Hayes wrote:

Ah ok, so even if all my users have OwnTicket for a queue getting that list is still faster than showing all users on the Search screen, even though the resulting list is the same length?

Total rows in Users is 543.

Justin


Justin Hayes
Orbis Support Manager
justin.hayes@orbisuk.com

On 15 Feb 2010, at 17:33, Emmanuel Lacour wrote:

On Mon, Feb 15, 2010 at 05:18:53PM +0000, Justin Hayes wrote:

That doesn’t seem to be an answer. So it’s just slow if you want to have a lot of owners??

It doesn’t take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element.

bevause on a ticket, we already ha ve a queue selected and so we filter
potential owners for this queue.

in search screen, we load all people that may own ticket in any queue
(all users that have OwnTicket right).

this is a known issue, but that shouldn’t be a problem on most systems
where people with OwnTicket rights are a few hundreds.

tell us more about how many people you have has potential owner in
search screen.


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Boston, MA, USA - April 5 & 6
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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

2010 RT Training Sessions!
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Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com