[rt-users] Predefined Searches Question

Ham MI-ID, Torsten Brumm torsten.brumm at Kuehne-Nagel.com
Fri Nov 21 03:11:08 EST 2008

Hi RT Users, Developers,

today i discovered together with some users some strange issues with predefined searches, exactly the Unowned Tickets. Users with this search active (most of our users!) reported massiv performance problems.

Test Scenario: User has access to 3 Queues (modify Ticket rights) and not more. Inside the system are round about 1000 Queues with millions of tickets. Inside this 3 Queues of the user, there are only 4 Tickets which are new and unowned. The Query of this takes around 10 sec.

The Query behind Unowned Tickets: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')

After changing this query to:

( Queue = 'QueueA' OR Queue = 'QueueB' OR Queue = 'QueueC' OR ) AND ( Status = 'new' OR Status = 'open') AND Owner = 'Nobody'

This query was done in 0.5 sec, which is much faster i think....

Any ideas how to fix this?


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