[rt-users] RT Slow Ticket Updates
Hello All In my RT application my creating, updating and closing of tickets are very slow and takes almost 20 sec to insert a ticket and nearly 35 seconds to update a ticket. We have applied many changes on our database side and application side too. But still our RT application is not stabilized. We have oracle 9i as our database with indexing enabled and we also have implemented COMPUTE stats gathering and apart from that we have also tried to trace SQL for finding the cause that which queries are taking long time. But still we are not able to find the cause of sluggishness. And i need to know if anyone has faced such kind of performance problem before and if yes then where should i look for improving my performance. And make RT more responsive. Any help is highly appriciated. Raed El-Hames wrote: There is no bother, what I meant is the list will be more helpful than me. for tweaks and performance tuning the wiki and mailing list is better place than me, because it varies depending on the database server you use. Start with observation and detect your bottle necks , ist the web part or the database, in most cases the later, which part of the application is slow, creating tickets or searching tickets etc etc Regards Roy Varun Vyas wrote: Hi Raed El-Hames I am so sorry if i have bothered you but as i am new to this mail list i am also not aware that i need to reply to all users in list and not individual. Raed El-Hames wrote: Varun; You should make it a habit to reply to the list and not individuals , I have never deployed RT with Oracle so can't help you -- few in the may though ps: A pointer so you know what RT is capable of , our RT db is 50G in size, the attachments table alone is 26G, our db server is quad dual core with 16 G Ram (4x4) and the web server is standard 3.6G cpu with 3G Ram, average per day tickets is ~ 1000 with 200 internal users and 1+ external customer users. Regards; Roy Varun Vyas wrote: We have deployed RT 3.6.3 on oracle 9i database as an backend in a medium sized firm and we have lots of tickets processed everyday more than 100. My problem is that the application is very irresponsive and very slow. We have already 8 gigs of RAM on our webserver with Apache 2.0 and fastCGI implemented. Also we have performed indexing on our oracle database with fastcgi implemented. But nothing seems to be going in our way. So please anyone can suggest wat will be the problem. I m looking for concerete answer to my problem. On which side i need to tune on application side or on database side and if on both side what step i need to take to make my application lightning fast.With acceptable level of performance. And i have looked for all this things in google and have searched a lot from past two months but has found nothing. Raed El-Hames wrote: Varun; There is no straight forward answer to this , you possibly should start by stating your RT version, DB type(oracle,mysql ??) and version , apache, mod_perl or fastcgi etc .. Also search the wiki and mailing list there are lots of posts and a good article in the wiki covering this.(sorry don't remember the url). Good luck; Roy Varun Vyas wrote: And i want to know one more thing as my RT is slow right now .What steps should i take to increase its performance on application side or on database side. We have remote database on our RT and it has 2 gigs RAM. Raed El-Hames wrote: From RT_Config.pm # DBIx-SearchBuilder 1.31_1 or higher; simply set $StatementLog to be # the level that you wish SQL statements to be logged at. Set($StatementLog,undef); I am not sure what the different levels but : Set($StatementLog,1); will be a good start. Remember to restart your web server. Regards; Roy Varun Vyas wrote: Hello All Can anyone can tell me how i can log my queries that hits my database in RT.log. I am using oracle 9i and RT 3.6.3 we have a performance issue as our RT is very slow and takes 15-20 seconds for database operations. So i want to log my queries so that i can then analyze them for performance optimisation. And also i m getting internal server error frequently can any one tell me how can i correct it Any help in highly appreciated -- Thanks Regards Varun Vyas Software Engineer - Automation Elitecore Technologies ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Slow Ticket Updates
Varun Vyas wrote: Hello All In my RT application my creating, updating and closing of tickets are very slow and takes almost 20 sec to insert a ticket and nearly 35 seconds to update a ticket. We have applied many changes on our database side and application side too. But still our RT application is not stabilized. We have oracle 9i as our database with indexing enabled and we also have implemented COMPUTE stats gathering and apart from that we have also tried to trace SQL for finding the cause that which queries are taking long time. But still we are not able to find the cause of sluggishness. And i need to know if anyone has faced such kind of performance problem before and if yes then where should i look for improving my performance. And make RT more responsive. We skipped Oracle9i as a production platform and went from 8i to 10g. We had a few customers who ran 9i but can't say if they had performance problems which were related to 9i specifically. As already suggested you can turn on sqltracing in the DBD and/or DBI layer. Check the documentation of DBI and DBD(::Oracle). Further you could use the info inside the SGA to findout which queries are running real slow by either using Statspack of EnterpriseManager. As a last resort you could install an instance of OracleXE, which in essence is Oracle10g, and see what kind of performance you get with that. Keep in mind though that XE has a few limitations on database size. What I and probably the rest of the list would like to know is what is your hardware config and what is your software config, OS/perl versions etc. It could be that someone knows that your config combinations is problematic, now we're all shooting in the dark hoping to hit the magic button. Regards, Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Slow Ticket Updates
Hello All My RT version is 3.6.3 os version and configuration on my application server is as follows *Linux rt.xxdomain.com 2.6.9-5.ELsmp #1 SMP Wed Jan 5 19:30:39 EST 2005 i686 i686 i386 GNU/Linux Red Hat Enterprise Linux AS release 4 (Nahant) Linux version 2.6.9-5.ELsmp (bhcomp...@decompose.build.redhat.com) (gcc version 3.4.3 20041212 (Red Hat 3.4.3-9.EL4)) #1 SMP Wed Jan 5 19:30:39 EST 2005 * We have *Perl 5.8.8* in our system and *DBIx::SearchBuilder 1.49* and 8 gigs of RAM And on database server we have *Linux eliteweb 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT 2003 i686 i686 i386 GNU/Linux Red Hat Enterprise Linux ES release 3 (Taroon) Linux version 2.4.21-4.ELsmp (bhcomp...@daffy.perf.redhat.com) (gcc version 3.2.3 20030502 (Red Hat Linux 3.2.3-20)) #1 SMP Fri Oct 3 17:52:56 EDT 2003 *with 2 gigs of RAM. * * Joop wrote: Varun Vyas wrote: Hello All In my RT application my creating, updating and closing of tickets are very slow and takes almost 20 sec to insert a ticket and nearly 35 seconds to update a ticket. We have applied many changes on our database side and application side too. But still our RT application is not stabilized. We have oracle 9i as our database with indexing enabled and we also have implemented COMPUTE stats gathering and apart from that we have also tried to trace SQL for finding the cause that which queries are taking long time. But still we are not able to find the cause of sluggishness. And i need to know if anyone has faced such kind of performance problem before and if yes then where should i look for improving my performance. And make RT more responsive. We skipped Oracle9i as a production platform and went from 8i to 10g. We had a few customers who ran 9i but can't say if they had performance problems which were related to 9i specifically. As already suggested you can turn on sqltracing in the DBD and/or DBI layer. Check the documentation of DBI and DBD(::Oracle). Further you could use the info inside the SGA to findout which queries are running real slow by either using Statspack of EnterpriseManager. As a last resort you could install an instance of OracleXE, which in essence is Oracle10g, and see what kind of performance you get with that. Keep in mind though that XE has a few limitations on database size. What I and probably the rest of the list would like to know is what is your hardware config and what is your software config, OS/perl versions etc. It could be that someone knows that your config combinations is problematic, now we're all shooting in the dark hoping to hit the magic button. Regards, Joop -- Thanks Regards Varun Vyas Software Engineer - Automation Elitecore Technologies ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Slow Ticket Updates
Hardware Info on Application Server is processor : 0 vendor_id : GenuineIntel cpu family : 6 model : 15 model name : Intel(R) Xeon(R) CPU5120 @ 1.86GHz stepping: 6 cpu MHz : 1866.868 cache size : 64 KB physical id : 0 siblings: 2 fdiv_bug: no hlt_bug : no f00f_bug: no coma_bug: no fpu : yes fpu_exception : yes cpuid level : 10 wp : yes flags : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss ht t m pbe nx lm pni monitor ds_cpl est tm2 xtpr bogomips: 3702.78 *processor : 1 vendor_id : GenuineIntel cpu family : 6 model : 15 model name : Intel(R) Xeon(R) CPU5120 @ 1.86GHz stepping: 6 cpu MHz : 1866.868 cache size : 64 KB physical id : 0 siblings: 2 fdiv_bug: no hlt_bug : no f00f_bug: no coma_bug: no fpu : yes fpu_exception : yes cpuid level : 10 wp : yes flags : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss ht t m pbe nx lm pni monitor ds_cpl est tm2 xtpr bogomips: 3727.36* On database server is *processor : 0 vendor_id : GenuineIntel cpu family : 15 model : 4 model name : Intel(R) Pentium(R) 4 CPU 3.00GHz stepping: 1 cpu MHz : 3000.234 cache size : 1024 KB physical id : 0 siblings: 2 runqueue: 0 fdiv_bug: no hlt_bug : no f00f_bug: no coma_bug: no fpu : yes fpu_exception : yes cpuid level : 5 wp : yes flags : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss ht t m bogomips: 5989.99 processor : 1 vendor_id : GenuineIntel cpu family : 15 model : 4 model name : Intel(R) Pentium(R) 4 CPU 3.00GHz stepping: 1 cpu MHz : 3000.234 cache size : 1024 KB physical id : 0 siblings: 2 runqueue: 0 fdiv_bug: no hlt_bug : no f00f_bug: no coma_bug: no fpu : yes fpu_exception : yes cpuid level : 5 wp : yes flags : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss ht t m bogomips: 5989.99* Joop wrote: Varun Vyas wrote: Hello All In my RT application my creating, updating and closing of tickets are very slow and takes almost 20 sec to insert a ticket and nearly 35 seconds to update a ticket. We have applied many changes on our database side and application side too. But still our RT application is not stabilized. We have oracle 9i as our database with indexing enabled and we also have implemented COMPUTE stats gathering and apart from that we have also tried to trace SQL for finding the cause that which queries are taking long time. But still we are not able to find the cause of sluggishness. And i need to know if anyone has faced such kind of performance problem before and if yes then where should i look for improving my performance. And make RT more responsive. We skipped Oracle9i as a production platform and went from 8i to 10g. We had a few customers who ran 9i but can't say if they had performance problems which were related to 9i specifically. As already suggested you can turn on sqltracing in the DBD and/or DBI layer. Check the documentation of DBI and DBD(::Oracle). Further you could use the info inside the SGA to findout which queries are running real slow by either using Statspack of EnterpriseManager. As a last resort you could install an instance of OracleXE, which in essence is Oracle10g, and see what kind of performance you get with that. Keep in mind though that XE has a few limitations on database size. What I and probably the rest of the list would like to know is what is your hardware config and what is your software config, OS/perl versions etc. It could be that someone knows that your config combinations is problematic, now we're all shooting in the dark hoping to hit the magic button. Regards, Joop -- Thanks Regards Varun Vyas Software Engineer - Automation Elitecore Technologies ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Slow Ticket Updates
Hi Varun, We have the situation here that our mail server (Exim4) is very slow on sending the RT emails wich are generated on ticket creation and update. So we also have to wait around 20s sometimes for RT webpage coming back after update. Without exim the RT responses are coming fast. Possibly you also have this kind of problem. Currently I do not have a solution for this, even searching the wiki and the web. Regards, Alex. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Auto respone not working
Hi, We have 2 RT systems, they both working but when I try: * adding my second RT system as a cc to my first when commenting on a ticket, * the ticket gets created on the second RT system but it does not send an auto response to the first RT system. However if I send from my mail account to the second RT system I do receive a response. I have a global scrip to on create, reply to requestors Any ideas why it would do this? Bashir ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Slow Ticket Updates
Alex; For your issue have a look at: http://archives.free.net.ph/message/20090424.164012.5961a3ca.en.html It may help?! Regards; Roy Alexander Bourgett wrote: Hi Varun, We have the situation here that our mail server (Exim4) is very slow on sending the RT emails wich are generated on ticket creation and update. So we also have to wait around 20s sometimes for RT webpage coming back after update. Without exim the RT responses are coming fast. Possibly you also have this kind of problem. Currently I do not have a solution for this, even searching the wiki and the web. Regards, Alex. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Auto respone not working
Ist not a good thing that it does not send an auto - response? otherwise you'll end in a loop of updates vs new tickets if you want to get 2 RT to talk to each other, I would recommend you use the REST or WebService interface Regards; Roy Bashir Jahed wrote: Hi, We have 2 RT systems, they both working but when I try: · adding my second RT system as a cc to my first when commenting on a ticket, · the ticket gets created on the second RT system but it does not send an auto response to the first RT system. However if I send from my mail account to the second RT system I do receive a response. I have a global scrip to” on create, reply to requestors” Any ideas why it would do this? Bashir ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to make the subject field mandatory?
Kevin! I implemented Mandatory Subject in my RT 3.8.2 following the instructions on: http://wiki.bestpractical.com/view/Extensions and http://search.cpan.org/dist/RT-Extension-MandatorySubject/ Its working fine. Elton On 06/30/2009 05:41 PM, Kevin Gagel wrote: How can I make the subject field a mandatory field? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel !DSPAM:8,4a4a78a053771833920503! Caro usurio: * Se este e-mail no foi corretamente classificado como spam, encaminhe para s...@dspam.al.rs.gov.br, ou apenas Spam. * Se este e-mail foi erroneamente classificado como spam, encaminhe para nots...@dspam.al.rs.gov.br, ou apenas Inocente. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com !DSPAM:8,4a4a78a053771833920503! Caro usurio: * Se este e-mail no foi corretamente classificado como spam, ecaminhe para s...@dspam.al.rs.gov.br ou apenas Spam. * Se este e-mail foi erroneamente classificado como spam, encaminhe para nots...@dspam.al.rs.gov.br ou apenas Inocente. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Anyone know of a few enhancements to RT...
Gary Greene wrote: I've been trying to get Minerva using RT for a bit now, however I've run into a few feature requests that my users (read bosses) view as blockers. Does anyone know of a plug in that would add an address book feature to the BCC and CC fields when posting a ticket? Also, I need to know if there is a way to add a drop down to the new ticket creation page to have pre-defined subjects? This would allow users to select it in the case of a regularly requested ticket. Thanks in advance. We handled this by creating our own interface for users to submit tickets rather than having them use the RT interface. It's more user friendly for non-technical staff anyway. Our form asks the user a bunch of questions and assembles the information into a ticket. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Anyone know of a few enhancements to RT...
John This sounds interesting to me. Did you do this as a separate web application that communicates (sends the ticket) to RT via the RT REST API? Regards Ian John Arends wrote: Gary Greene wrote: I've been trying to get Minerva using RT for a bit now, however I've run into a few feature requests that my users (read bosses) view as blockers. Does anyone know of a plug in that would add an address book feature to the BCC and CC fields when posting a ticket? Also, I need to know if there is a way to add a drop down to the new ticket creation page to have pre-defined subjects? This would allow users to select it in the case of a regularly requested ticket. Thanks in advance. We handled this by creating our own interface for users to submit tickets rather than having them use the RT interface. It's more user friendly for non-technical staff anyway. Our form asks the user a bunch of questions and assembles the information into a ticket. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Anyone know of a few enhancements to RT...
We have a few of these forms. Some are very simple forms that actually just send email to RT. Another one is sort of a hack and uses the RT Perl API which probably is not the best way to do things at this point but it works. Even just using email forms is pretty simple though. We hooked the form into our campus authentication system so we get the username, and then do an LDAP query so we can fill in a lot of the data and pre-populate the form. icydee wrote: John This sounds interesting to me. Did you do this as a separate web application that communicates (sends the ticket) to RT via the RT REST API? Regards Ian John Arends wrote: Gary Greene wrote: I've been trying to get Minerva using RT for a bit now, however I've run into a few feature requests that my users (read bosses) view as blockers. Does anyone know of a plug in that would add an address book feature to the BCC and CC fields when posting a ticket? Also, I need to know if there is a way to add a drop down to the new ticket creation page to have pre-defined subjects? This would allow users to select it in the case of a regularly requested ticket. Thanks in advance. We handled this by creating our own interface for users to submit tickets rather than having them use the RT interface. It's more user friendly for non-technical staff anyway. Our form asks the user a bunch of questions and assembles the information into a ticket. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Modify Ticket permissions too broad?
Checkout StrictLinkACL in the config. On Tue, Jun 30, 2009 at 10:38 PM, Nick Kartsioukaschange+lists...@nightwind.net wrote: I'm finding the modify ticket permission setting is too broad for some situations. Here's my issue... Let's say I have two queues, A, and B. I have a group associated with each queue as the responsible group (as in this group will handle tickets in each queue, so they can own tickets, close them, etc). However, sometimes someone from group A may need to create a ticket in queue B that relates to a project they're working on, and they'll want to link a ticket they own to that other ticket as a dependency. Ticket 1 in queue A owned by Adam (member of queue A group). Adam needs Bob in queue B to complete a task for him, this task must get done for ticket 1 to continue. So Adam creates ticket 2 in queue B, and wants to make it a dependency of ticket 1. However, in order to link the tickets, Adam needs modify ticket permissions in queue B, but we don't want Adam to be able to resolve/delete tickets in queue B, or reply to tickets in queue B on which he isn't the requester. I don't want to give requester the ModifyTicket right, as then unprivileged end users/customers would be able to close their own tickets, which we don't want. As far as I can tell, there's no way to do this. Is that correct, or am I missing something? Permissions are set like this: Queue A: Owner has ModifyTicket, ReplyToTicket Requester has ReplyToTicket, ShowTicket Group A has AssignCustomFields, CommentOnTicket, CreateTicket, OwnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, WatchAsAdminCc Group B has CreateTicket, SeeQueue, ShowTicket, ShowTicketComments Queue B is the same, the permissions for groups A and B are just swapped. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
