[rt-users] RT 3.6.4 poor query performance

[Ham MI-ID, Torsten Brumm]

Hi Matthew,

We have:

Everyone: CreateTicket
Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches

Roles:

Requestor: ReplyToTicket, ShowTicket

The rest is done on a queue base.

OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think!

Btw. We rolled back...

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-----Ursprüngliche Nachricht-----
Von: Mathew [mailto:mathew.snyder at gmail.com] 
Gesendet: Montag, 17. März 2008 12:20
An: Ham MI-ID, Torsten Brumm
Cc: Richard Ellis; rt-users at lists.bestpractical.com
Betreff: Re: AW: [rt-users] RT 3.6.4 poor query performance

You shouldn't have had to write a patch to fix the immense user drop down.  I've created queues with matching groups and assigned the own ticket right to only the groups that correspond to each queue.

The Everyone group only has CreateTicket on two public facing queues (all others are available for correspondence but not ticket creation), Priveleged Users has all the major rights which all users require across all queues and Unprivileged Users has only rights which customers would need to interact with a ticket.

This has provide more than enough lock down to keep users created by spam out of our drop down.

Mathew

Ham MI-ID, Torsten Brumm wrote:
> Hi Mathew, Richard,
> I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5).
> 
> To your Problem:
> 
> If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues.
> 
> I have NOT SET the OwnTickets right globally !!!! And now it will be very strange at my Live systems (and test box too).
> 
> Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!
> 
> OK, what i have tested:
> 
> Logged in as normal user with rights to 3 Queues.
> 
> This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!!
> 
> OK to fix it fast:
> 
> Here is my diff to the /share/html/Search/Elements/PickBasics
> 
> root at bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff 
> /opt/rt3/local/html/Search/Elements/PickBasics 
> /opt/rt3/share/html/Search/Elements/PickBasics
> 111,112c113
> < <input name="ValueOfActor">
> < %#<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute 
> => 'Name' &>
> ---
>> <& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 
>> 'Name' &>
> 
> OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box.
> 
> This speeds up the Searchbuilder a lot!
> 
> Btw. This "Problem" with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time.
> 
> Hope this helps.
> Torsten
> 
> 
> 
> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann 
> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten 
> Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: 
> Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, 
> Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
> Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael 
> Kühne
> 
> 
> -----Ursprüngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von 
> Mathew
> Gesendet: Montag, 17. März 2008 11:06
> An: Richard Ellis
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] RT 3.6.4 poor query performance
> 
> Well, in that case, I recommend witchcraft. ;)
> 
> Mathew
> 
> Richard Ellis wrote:
>> Hi All,
>>
>> We have upgraded to 3.6.6 over the weekend and also run some 
>> optimisation against the database but performance is still very poor.
>>
>> I have looked at RTx::RightMatrix and Everyone definately does not 
>> have OwnTickets rights unless that is lying to me, which I doubt.
>> I've used the tuning-primer.sh script to do some tuning and 
>> performance has improved somewhat, as query builder now only take 300 
>> seconds average to load instead of 400, but it is still unusable 
>> which is frustrating the users. It's going to take another 36 hours 
>> before I can check how the optimisation is going.
>>
>> I couldn't get the MySQLTuner to run, but I'll take a look at the 
>> perl this week if I get a chance.
>>
>> If anyone else has any ideas at all, I'm open to suggestions, 
>> including witchcraft :)
>>
>> Richard
>>
> 
> --
> Keep up with me and what I'm up to: http://theillien.blogspot.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

--
Keep up with me and what I'm up to: http://theillien.blogspot.com