[rt-users] RT 3.6.4 poor query performance

Tue Mar 25 03:21:16 EDT 2008

Hi Everybody,

well fist of all - thanks for this topic. You all made my day, because for
the moment my performance problem seems to be fixed. I had the same problem
with the owner-dropdown getting bigger and bogger ower time.

In my case the problem was the inside the main queue we use for first level
support the unprivileged user group had the "own ticket" permisson right
(don't ask me why). So my mistake was, that when i was looking for wrong
userpermissions i only looked at the users and the groups, not the queues.

So mayby some of you won't need to do some quick hackings, simply check the
permission of your queues.

Greetings
Thomas

Am 17.03.2008 12:19 Uhr schrieb "Mathew" unter <mathew.snyder at gmail.com>:

> 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 
>> 
>> 
>> 
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>> 
>> -----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
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