[Rt-devel] RT and Attachments

Jeff Stark JStark at sumtotalsystems.com
Wed Jun 13 10:20:25 EDT 2007

Sorry Ruslan.

RT: 3.6.3
Perl: v5.8.5 under linux RHEL 4
Apache: 2.0.52
FCGI: v0.67;
DB:  10g Enterprise Edition Release 

Steps are quite simple at this point....someone accesses a ticket with
an attachment, after churning for several minutes, the receive a 500
error, the entire system is pretty much hosed at this point.  I connect
to the box, stop httpd, clear mason obj cache, restart httpd and system
is fine, until someone accesses a ticket with a large attachment again.

Our Oracle DBA has also identified that the joins created are not
allowing Oracle to utilize indexes which is causing 13 to 15 seconds (on
average) for each page load.  After changing custom fields from
attachment to text box, the system response time increased slightly to 7
to 9 seconds (on average) for each page load.  Is there something I can
do to boost the performance of RT on Oracle so that it can utilize
indexes to speed up queries?  

Jeff Stark, Sr Systems Administrator      
SumTotal Systems, Inc. (Nasdaq; SUMT)                       

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-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Wednesday, June 13, 2007 4:13 AM
To: Jeff Stark
Cc: rt-devel at lists.bestpractical.com
Subject: Re: [Rt-devel] RT and Attachments

Jeff, as you're writing to devel list you should know how to report
things in the right way.
We need to know versions of perl, RT, apache, FCGI/MP and DB at least.
We also need to know each your step after server restart. So you have to
stop the server, turn on debug log, prune logs or at least know where it
ends at this point, then start the server, reproduce the problem and
send us the log and shiny report.

On 6/12/07, Jeff Stark <JStark at sumtotalsystems.com> wrote:
> Hello, it seems that attachments are killing our system, even if they 
> are not being accessed.
> Is that the attachments (standard and custom field) are returned on 
> every query of a ticket?
> Every ticket that has an attachment greater than (roughly) 6MB is 
> causing our system to hand and I must then clear the mason obj cache 
> and restart httpd.
> Is this because the attachments are stored in the database and not 
> published to the file system in some fashion?
> Has anyone possibly created some performance patches for attachments 
> or created a patch that copies the files to the file system instead?
> Thanks,
> - Stark
> _______________________________________________
> List info:
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel

Best regards, Ruslan.

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