[rt-users] Requestor email address search hangs apache process

[Justin Hayes]

Hi Ruslan,

I have both of those indexes already, and in SelfService I have no control over the query being run - it's just trying to show the 'My open tickets' panel.

Also there is no problem with SelfService with a privileged account that has rights to see queues/tickets, so it seems to be something else that's the problem. Something rights related?

Thanks,

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 29 Apr 2010, at 17:27, Ruslan Zakirov wrote:

> Hi Justin,
> 
> First of all use Requestor.EmailAddress = '<email address>', so use =
> instead of LIKE, in the query builder it is "is" operator. Second, add
> index on CachedGroupMembers(MemberId, GroupId, Disabled) and on
> Users(EmailAddress) if these are not there already.
> 
> On Thu, Apr 29, 2010 at 11:24 AM, Justin Hayes <justin.hayes at orbisuk.com> wrote:
>> RT3.8.4
>> 
>> If I use an unprivileged user (or a privileged user with no rights to see queues or tickets) to create a very simple search that looks like this:
>> 
>> Requestor.EmailAddress Like '<email address>'
>> 
>> then the apache process handling the request maxes out CPU and hangs forever. If I create the same search with a privileged user that has rights to see queues etc it's fine and returns instantly.
>> 
>> This is a big problem as the SelfService interface screens work via requestor email address, so anyone accessing SelfService severely affects performance of my RT.
>> 
>> Anyone got any ideas????
>> 
>> Thanks,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.com
>> 
>> 
>> 
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> 
> 
> 
> 
> -- 
> Best regards, Ruslan.