[rt-users] RT crashes during spreadsheet export with "...rt-server.fcgi" aborted: idle timeout (3 sec)

Alex Geo. alex at russian-cyprus.org
Mon Feb 3 12:19:08 EST 2014

Hi all,

Would really appreciate any help/advise on this.

Centos 6.4
RT 4.0.10

here is what's in /etc/httpd/conf.d/rt.conf :

<VirtualHost support.company.com>
  ### Optional apache logs for RT
  # Ensure that your log rotation scripts know about these files
  # ErrorLog /opt/rt4/var/log/apache2.error
  # TransferLog /opt/rt4/var/log/apache2.access
  # LogLevel debug

  AddDefaultCharset UTF-8

  Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
  ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

  DocumentRoot "/opt/rt4/share/html"
    <Location />
     Order allow,deny
     Allow from all

     Options +ExecCGI
     AddHandler fastcgi-script fcgi

I have a queue called TOS with 34 "Ticket Custom Fields", which is
reproducing a spreadsheet in RT and each ticket is one shipment record. All
works good!

Now occasionally we need to export some "Saved searches" contents into a
spreadsheet. When the search contains little amount of results, i.e. 19
tickets or 36 tickets, the export works as expected. When it contains for
example 56 tickets - the "Internal Server Error" in the browser.

Looking in the httpd log we have the following:

[Mon Feb 03 16:55:30 2014] [error] [client 10.x.x.x] FastCGI: comm with
server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (3 sec),

And this above log line is very long listing all of the custom fields. Then
one second later the following comes into the log:

[Mon Feb 03 16:55:34 2014] [warn] FastCGI: server
"/opt/rt4/sbin/rt-server.fcgi" (pid 4995) terminated due to uncaught signal
'13' (Broken pipe)
[Mon Feb 03 16:55:34 2014] [warn] FastCGI: server
"/opt/rt4/sbin/rt-server.fcgi" restarted (pid 16011)

Any clues how to overcome this issue? We will need to be exporting into
spreadsheets on a monthly basis, and the amount of tickets in the queue
will be growing approx 100 per month.

Thanks in advance for your assistance!

Kind regards,
Alex Geo.
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