[rt-users] Slowness when loading tickets created via a certain FAX to email service

[Kevin Falcone]

On Wed, Nov 16, 2011 at 10:26:19AM -0500, Josh Narins wrote:
>    Running RT4.0.2 with perl5.12.2, Oracle 10g, RHEL5 and httpd-2.2.16. Browser is IE7.
> 
> 
> 
>    We are using EasyLink's Fax to E-mail service and the faxes are attached as a PDF to an email
>    which are sent to a queue.
> 
> 
> 
>    I'm looking at one ticket with 135b of email and 110k of a PDF attachment and the page is
>    taking in excess of 40 seconds to load. It spends most of that time with the menubar, ticket
>    number, the "New Ticket" button and search widget visible, and the rest of the screen is the
>    blue gradient. Most operations on this ticket also take upwards of 40 seconds.
> 
> 
> 
>    For comparison, a normal ticket takes 2-3 seconds to load and render.
> 
> 
> 
>    We have other attachments, PDFs too, which are larger, but have no problems.
> 
> 
> 
>    This is a set of the headers from the "bad" ticket, maybe that's part of the problem?
>    Everything in the tickets and transactions tables looks identical between regular and
>    slow-loading tickets. I'm using [...] for some long digit phrases in the headers below.

You probably want to use MasonX::Profiler (as documented in the
config) and StatementLog + Configuration -> Tools -> SQL Queries to
determine what is actually slow on the page.

-kevin

>    From operator at netmoves.com  Tue Nov 15 15:40:58 2011
> 
>    MIME-Version: 1.0
> 
>    X-PSTN-Levels: (S:99.90000/99.90000 CV: 3.9146 FC:95.5390 LC:95.5390 R:95.9108 P:95.9108
>    M:97.0282 C:98.6951 )
> 
>    X-R5basetid: 0240445113197438900
> 
>    Content-Type: multipart/mixed; boundary="Boundary-=_fiFHvHhtMAxqDVNRChqtZGovSJJn"
> 
>    Message-ID: <0240201113197444900.[...]0.0240445113197438900 at pfc1a.ps.easylink.com>
> 
>    Reply-To: <support at easylink.com>
> 
>    X-Nva_ps: 3
> 
>    X-PSTN-Addresses: from <support at easylink.com> forward (org good) [db-null]
> 
>    Received: from MS3.nyc.seniorbridgeinternal.com (ms.mycompany.com [192.168.0.13]) by
>    mycompany.com (Postfix) with ESMTP id 038A2DD809E for <accounting at rt.mycompany.com>; Tue, 15
>    Nov 2011 15:40:58 -0500 (EST)
> 
>    Received: from psmtp.com (74.125.149.94) by ms.mycompany.com (192.168.0.13) with Microsoft
>    SMTP Server (TLS) id 8.3.159.2; Tue, 15 Nov 2011 15:40:58 -0500
> 
>    Received: from ohrelay1.oh.easylink.com ([165.251.70.60]) (using TLSv1) by
>    na3sys009amx168.postini.com ([74.125.148.10]) with SMTP;     Tue, 15 Nov 2011 20:40:57 GMT
> 
>    Received: from pfc1a.ps.easylink.com (pfc1a.ps.easylink.com [165.251.35.5])     by
>    ohrelay1.oh.easylink.com (8.14.3/8.14.3) with ESMTP id pAFKesXa021416 (version=TLSv1/SSLv3
>    cipher=DHE-RSA-AES256-SHA bits=256 verify=NO)     for <accounting at mycompany.com>; Tue, 15 Nov
>    2011 15:40:55 -0500 (EST)
> 
>    Received: from pfc1a.ps.easylink.com (localhost [127.0.0.1])    by pfc1a.ps.easylink.com
>    (8.13.8/8.13.8) with ESMTP id pAFKescm030764 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA
>    bits=256 verify=NO)        for <accounting at mycompany.com>; Tue, 15 Nov 2011 15:40:54 -0500
> 
>    Received: (from operator at localhost)     by pfc1a.ps.easylink.com (8.13.8/8.13.8/Submit) id
>    pAFKespN030763;      Tue, 15 Nov 2011 15:40:54 -0500
> 
>    Delivered-To: accounting at mycompany.com
> 
>    Subject: Fax From:   0240[...]900
> 
>    Return-Path: <operator at netmoves.com>
> 
>    X-Original-To: accounting at mycompany.com
> 
>    X-PSTN-Neptune: 2/2/1.00/92
> 
>    Date: Tue, 15 Nov 2011 15:39:49 -0500
> 
>    X-PSTN-Settings: 2 (0.5000:0.5000) s CV gt3 gt2 gt1
> 
>    To: <accounting at mycompany.com>
> 
>    From: <support at easylink.com>
> 
>    Content-Length: 0
> 
> 
> 
>    357362 content-type: text/plain; charset="utf-8"
> 
>    Content-Disposition: inline
> 
>    Content-Transfer-Encoding: 7bit
> 
>    X-RT-Original-Encoding: ascii
> 
>    Content-Length: 135
> 
> 
> 
> 
> 
>    Josh Narins
>    Director of Application Development
>    SeniorBridge
> 
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> 
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