<html xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv=Content-Type content="text/html; charset=us-ascii">
<meta name=Generator content="Microsoft Word 11 (filtered medium)">
<style>
<!--
/* Font Definitions */
@font-face
{font-family:Verdana;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman";}
a:link, span.MsoHyperlink
{color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:Verdana;
color:windowtext;
font-weight:normal;
font-style:normal;
text-decoration:none none;}
@page Section1
{size:8.5in 11.0in;
margin:1.0in 1.25in 1.0in 1.25in;}
div.Section1
{page:Section1;}
-->
</style>
</head>
<body lang=EN-US link=blue vlink=purple>
<div class=Section1>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>Greetings RT Gurus!<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>--Problem--<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>Every morning when I sit down at my desk and point my browser
to RT, it hangs when the login page should be displayed. Usually I’ve just
performed a “service httpd restart” to resolve the problem. This
morning, I just let it sit and load for in excess of 20 minutes, and the page
finally appeared, after which RT seemed to be performing fine – even if I
restart my browser and head back to the logon page. This did happen in the
middle of the day yesterday as well, to which I restarted httpd, as normal. This,
obviously, won’t work for production (which we plan on this system being
shortly). I’m sending this message in the hope that someone can assist me
with this problem.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>--Relevant Info--<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- RT Version: 3.8.2<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- HTTPD Package (RPM): httpd-2.2.3-6.el5<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- Mod_Perl Package (RPM): mod_perl-2.0.2-6.1<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- Perl Package (RPM): perl-5.8.8-18.el5 <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- OS: RedHat Enterprise Linux 5<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- Oracle Client: 10.2, Instant Client<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- Oracle Server (remote server): 11g<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- Mail Package (RPM): postfix-2.3.3-2<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- I’ve done some digging in the archives and found
the post by Dirk Pape (subject: <font color=black><span style='color:black'>Performance-Bug
in SelfService when updated from 3.6.1 to 3.6.3, date: Jan 22, 2007, 11:39 PM)
and the issue seems to be very close to what I’m seeing. But the
resolution that Dirk used doesn’t seem to apply to the current version of
RT, as “@roles => ('Watcher')” is already set in the html/SelfService/Elements/MyRequests
file by default. And my seems to be with the logon page.<o:p></o:p></span></font></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- I have added the following lines to httpd.conf in order
to force http:// requests to use https:// (don’t know if this may have
some sort of impact).<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'> RewriteEngine
On<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-indent:.5in'><font size=2 face=Verdana><span
style='font-size:10.0pt;font-family:Verdana'>RewriteCond %{HTTPS} off<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-indent:.5in'><font size=2 face=Verdana><span
style='font-size:10.0pt;font-family:Verdana'>RewriteRule (.*)
https://%{HTTP_HOST}%{REQUEST_URI}<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-indent:.5in'><font size=2 face=Verdana><span
style='font-size:10.0pt;font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- Could the way Postfix is configured be causing this
problem? The problem seemed to come into play when I started working on the
mail components.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>--Non-Standard Features Being Used--<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- SSL (on the front end)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- RT External Auth Plugin (authenticating successfully against
AD)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>--What Seem to be Relevant Error Log Outputs--<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- /var/log/httpd/access_log: The error below seems to be
appearing quite frequenetly. I’m not sure if it’s related or not,
but doesn’t look good. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='text-indent:.5in'><font size=2 face=Verdana><span
style='font-size:10.0pt;font-family:Verdana'>(RTHOST) - - [03/Apr/2009:09:51:57
-0400] "POST /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333
"-" "libwww-perl/5.805"<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>- None of the other logs that I’ve checked (httpd
error_log, rt log) appear to have anything of relevance to this problem. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>Thanks in advance for any assistance you may be able to
offer.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>-CK</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
</body>
</html>