[rt-users] Predefined Searches Question

Ham MI-ID, Torsten Brumm torsten.brumm at Kuehne-Nagel.com
Fri Nov 21 07:59:11 EST 2008

Hi Together,
found a good solution for this problem (file attached)

placed the file UnownedNew under /RT_HOME/local/html/Elements and added to RT_SiteConfig.pm at Homepage Components.

This file loads the Unowned Ticket much,much more faster.


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.),  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 Ham MI-ID, Torsten Brumm
Gesendet: Freitag, 21. November 2008 09:11
An: RT Users
Betreff: [rt-users] Predefined Searches Question

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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