[rt-users] Slow response from RT when replying to a ticket

[Brett, Colin]

Hi,

I am a first-time poster to this list. I have been given the task of
installing and evaluating RT 3.0 as a possible help desk system on my site.
Our test bed system is a Sun Ultra-10, with 1Gb memory and running Solaris
7. Some necessary preamble follows:

I have installed according to the manual and things went smoothly apart from
a few failed test suites from some of the Perl modules required by RT (these
I fixed by hand). I downloaded the most recent Apache (1.3.27), mod_perl and
MySQL (3.23.56) versions. MySQL is configured with InnoDB support and I am
using the supplied my-huge.cnf configuration file. Startup of MySQL and
Apache work correctly. Initial configuration (creating queues, users in RT)
following the Install Guide at http://fsck.com/rtfm/article.html?id=2 was
similarly problem-free.

So far, so good.

As a test, I have emailed into the rtuser account from Outlook and the email
arrives quickly (I can see rt-mailgate processes in the ps listing) and a
ticket is created in the General queue. It is when I try to respond to or
close the ticket that I see the problem which is this:

Very often it takes over two (2) minutes after clicking "submit" for RT to
register the update to the call ticket. Sometimes it only takes a few
seconds. This happens in different browsers (IE6 on Windows 2000, Opera 6.12
Beta 1 for Solaris). The only error messages I can see are in the Apache
error_log file:

[Thu Apr 17 12:51:13 2003] [error]: Encoding error: Unsupported conversion:
Invalid argument at
/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm line 115.

Stack:
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/HTML/Mason/Request.pm:281]
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm:115]
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm:91]
  [/opt/rt3/lib/RT/I18N.pm:284]
  [/opt/rt3/lib/RT/EmailParser.pm:234]
  [/opt/rt3/lib/RT/EmailParser.pm:181]
  [/opt/rt3/lib/RT/Interface/Email.pm:398]
  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]
  [/opt/rt3/share/html/autohandler:49]
 defaulting to ISO-8859-1 -> UTF-8 (/opt/rt3/lib/RT/I18N.pm:291)
[Thu Apr 17 12:51:13 2003] [crit]: Totally failed to convert to utf-8:
Unsupported conversion: Invalid argument at
/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm line 115.

Stack:
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/HTML/Mason/Request.pm:281]
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm:115]
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm:68]
  [/opt/rt3/lib/RT/I18N.pm:294]
  [/opt/rt3/lib/RT/EmailParser.pm:234]
  [/opt/rt3/lib/RT/EmailParser.pm:181]
  [/opt/rt3/lib/RT/Interface/Email.pm:398]
  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]
  [/opt/rt3/share/html/autohandler:49]
 I give up (/opt/rt3/lib/RT/I18N.pm:298)

I am no Perl expert and am at a loss as to how to proceed. Are there any
ideas out there?

Thanks in advance,
Colin Brett, UNIX/Oracle Administrator.
ProQuest Information & Learning
Tel: +44 (0)1223 271371
Email: colin.brett at proquest.co.uk
"Been There. Done That."