[rt-users] Slowness when loading tickets created via a certain FAX to email service

[Josh Narins]

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 at 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 at pfc1a.ps.easylink.com>
Reply-To: <support at easylink.com>
X-Nva_ps: 3
X-PSTN-Addresses: from <support at 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 at 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 at 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 at mycompany.com>; Tue, 15 Nov 2011 15:40:54 -0500
Received: (from operator at 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 at mycompany.com
Subject: Fax From:   0240[...]900
Return-Path: <operator at netmoves.com>
X-Original-To: accounting at mycompany.com
X-PSTN-Neptune: 2/2/1.00/92
Date: Tue, 15 Nov 2011 15:39:49 -0500
X-PSTN-Settings: 2 (0.5000:0.5000) s CV gt3 gt2 gt1
To: <accounting at mycompany.com>
From: <support at easylink.com>
Content-Length: 0

357362 content-type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: 7bit
X-RT-Original-Encoding: ascii
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 at seniorbridge.com
seniorbridge.com<http://www.seniorbridge.com/>

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