[rt-users] Few things in RT that annoy me and my support.

[popeye]

Thanx alot to Ruslan Zakirov.
Its some fixes for epty list in search and on first page  in "newest unowned 
tickets". 
Problem was: If user don't have right for queue then he not see tickets from 
this queue but RT reserve row for it in result, so we have small tickets on 
first page and in search result.. 

How to fix: 
We need search in database by queues which user have granted to see, not by 
all queues, so RT wouldn't reserve row for unnecessary queues.
It must speed up your first page too.

This code i put in share/html/Elements/MyRequests
Code is my (i'm not perl master) so maybe you could make it "cleaner"

1) find <%init> ... </%init> section.
2) replace all to following code:

<%init>
my $rows = $RT::MyRequestsLength;

my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')";

my $Qadd = "";

my $CheckQueueRight = 'SeeQueue;

my $q=new RT::Queues($session{'CurrentUser'});
$q->UnLimit;

while (my $queue=$q->Next) {
 if ($queue->CurrentUserHasRight($CheckQueueRight)) {
    $Qadd .= " OR Queue= '".$queue->Id."'";
 }
}
$Qadd =~ s/^\s*OR//;
$Query .= " AND (".$Qadd.")";


my $QueryString = "";
$QueryString = '?' . $m->comp('/Elements/QueryString',
                              Query => $Query,
                              Order => 'DESC',
                              OrderBy => 'Priority') if ($Query);

</%init>

so we have full list of requests now. Seems exactly like MyRequestsLength 
value...
I think this code we can put to searches too, but i didn't test it.



On Friday 23 September 2005 15:16, popeye wrote:
> Ok i'm new in lis but using RT since May and now i have 3GB of tickets and
> 4 supporters which work with them..
>
> We use 3.4.4 but it after upgrade from 3.2.3,
> We on FreeBSD 5.3, apache 1.3.x, mysql 4.1.14, mod_perl 1.29, perl 5.8.6
> This systems have 1G of RAM.
> Intel(R) Pentium(R) 4 CPU 2.40GHz
>
> RT DB have  115,410 of tickets (a lot of deleted bacause of spam)
> 2.3 GB of Attachements
> 1,347,963 - CachedGroupMembers
> Transactions -  505,764
> and for last Users table  - 84,472..
> We use RT for support our products, so our users send to public mails we
> receive it into RT then support answer and resolve on tickets...
>
> And now problems:
> 1. it's slow for us.. i think because we have so large db
> innodb parameters:
> innodb_buffer_pool_size=256M
> innodb_additional_mem_pool_size=2M
> sort_buffer=2M
>
> 2. 30 newest unowned tickets
> i set it for 10.000 tickets on ferst page - because i don't know why (but
> thing because deleted tickets) it not show me 200 if i set it to 200... it
> show me only 20-30 but old tickets (which have user Nobody and support not
> resolve yet) it don't show.. same thing if i click on this link on top of
> table (10000 newest unowned tickets ) -> i moved to search page, but page
> empty, i click Next there only 2 tickets then again click on Next, there no
> tickets.
> When i set $MyRequestsLength to 10.000 it not show me 10.000 mails it show
> me mails at about 1000. If i click on link "10000 newest unowned tickets"
> it show me Found 30,762 tickets.
> I search in mail list about this and I thing  it is like this old mails
> http://lists.bestpractical.com/pipermail/rt-devel/2002-October/002650.html
> http://lists.bestpractical.com/pipermail/rt-users/2003-December/019008.html
> but no solutions how to fix it..
>
> 3. After upgrade to 3.4.4 i get interesting bug "Empty mail history" i
> click on ticket -> it show me all except headers and history of mail.. I
> restart apache it shows again.. Sometimes it not shows when i restart
> apache, then i restart mysql it show me history again.. Deleteing files in
> var/mason_data not help. This occurs every day.
>
> 4. After upgrade to 3.4.4 session table is crashed every day too, i must
> repair this table.. I set write apache sessions, but not thing thats ok..
>
> Well, help me please. sorry for my english. I will glad listen any help
> about my problems. Thank you.
>
> P.S. I like RT very much..
> P.P.S. I know Ruslan Zarikov developer of RT. I want talk with you by icq
> or email on russian. if you don't mind
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