Re: [rt-users] Slow Ticket History 3.8.8
We've tried all of those. We've also tried the RT inbuilt webserver and results
were the same in all cases.
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 7 Sep 2010, at 11:36, Torsten Brumm wrote:
Are you running mod_perl2, FastCGI or FCGID?
2010/9/7 Justin Hayes justin.ha...@openbet.com
Thanks Torsten. Will have a look at some of those suggestions. We'd ruled the
DB out as we couldn't find an slow ones in the logs, and also because we
tried a totally fresh DB with only 1 ticket in it, and it was still slow. But
it might just be lots of tiny queries so we'll have another look at that.
We've also tried running the web services on a separate server to the DB.
This also made no difference.
Cheers,
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
Hi Justin,
just found this threat, sounds interessting.
What i read so far: You have 1 quad core system with 8GB RAM, running both
WEB and DB, correct?
Think you should follow Raed's hints first to log the queries generated with
RT
In terms of debug; if you have not done this yet enable DBIx-SearchBuilder
StatementLog
Set($StatementLog,’debug’); in your etc/RT_SiteConfig.
I'm sure you will find some funny queries. Normally the Query Log of default
MySQL can only log queries taking longer than a second, but in your case i
think, you will have several much faster queries but in summary they take
longer - but you can't find in mysql-slow log.
Some more question regarding your hardware and setup.
1. One Server / quad core (hyper threating) - how many threats for
Mysql/Postgresql? / 8 GB Ram
2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O
Problems?)
3. RT Rights Setup, does the user performance is faster or slower than the
performance with root user?
Some more information?
We're running also a larger RT Instance with dedicated hardware for DB and
Webservers with no huge perferomance bottlenacks.
Tob
2010/9/7 Justin Hayes justin.ha...@openbet.com
I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit
faster than ours. We're going to try it on a faster server and that should
drop our times. Guess we just wanted to explore all avenues before throwing
hardware at the problem.
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 7 Sep 2010, at 10:30, Justin Hayes wrote:
Tried Centos last night, and no difference at all.
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 6 Sep 2010, at 20:49, Justin Hayes wrote:
Hi Ruslan,
Sorry looks like I shrunk the image too much. The thing I find odd is that
there are others with similar hardware who don't get the problem. It'll be
great if 3.10 fixes it for me, but I'd love to get to the bottom of it
first. I'm pretty much positive it's not a DB issue, as I've tried
different sizes of DB, tried postgres AND mysql etc. I don't think it's
apache as I've tried the built in webserver with RT and no change there
either.
Currently trying to install RT on Centos given that Roy (who has kindly
been helping me with details of his own setup) appears to have none of the
same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu
we've currently got live.
No idea if it's going to have any effect though :(
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
Justin.
First of all, I can not read from the chart, but anyway history rendering
has been worked on in a new code branch. Probably this code will be part
of RT 3.10. Code at the moment is unstable, but eventually it wil be
faster then the current version.
On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes justin.ha...@openbet.com
wrote:
So far we've tried installing RT on different hardware, both 32 and 64bit
versions of linux. RT is still very slow for long tickets. All the time
is taken up by the perl/apache process maxing out a core of CPU.
We've even gone as far as trying to profile the code. We came up with
this graph of where the time was going:
TIMING.png
We then tried to go further into those functions but can't find a single
smoking gun call that is taking all the time.
For example in a ticket that takes 22s to render approx 5 secs goes on
these 2 lines:
File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
Re: [rt-users] Slow Ticket History 3.8.8
Thanks Torsten. We'll have a look at those settings as well. Appreciate the help! Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 12:45, Torsten Brumm wrote: Hi Justin, just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users 1. root user to open this ticket: around 26 sec - 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y) 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL) 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im) After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations After adding: SetOutputFilter DEFLATE SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont-vary SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary ExpiresActive On ExpiresByType text/css A604800 ExpiresByType image/x-icon A31536000 ExpiresByType image/gif A604800 ExpiresByType image/jpg A604800 ExpiresByType image/jpeg A604800 ExpiresByType image/png A604800 ExpiresByType application/x-javascript A3600 Header set Cache-Control must-revalidate to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb you should try. Torsten 2010/9/7 Justin Hayes justin.ha...@openbet.com Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate). Total query time is 0.871493s So it's not the DB. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 11:13, Torsten Brumm wrote: Hi Justin, just found this threat, sounds interessting. What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct? Think you should follow Raed's hints first to log the queries generated with RT In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog Set($StatementLog,’debug’); in your etc/RT_SiteConfig. I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log. Some more question regarding your hardware and setup. 1. One Server / quad core (hyper threating) - how many threats for Mysql/Postgresql? / 8 GB Ram 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?) 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user? Some more information? We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks. Tob 2010/9/7 Justin Hayes justin.ha...@openbet.com I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 10:30, Justin Hayes wrote: Tried Centos last night, and no difference at all. - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 6 Sep 2010, at 20:49, Justin Hayes wrote: Hi Ruslan, Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either. Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live. No idea if it's going to have any effect though :( Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
Re: [rt-users] Slow Ticket History 3.8.8
Aren't those options just compressing the page to send out to the browser and caching the output? We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think. Can try it though :) Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 12:45, Torsten Brumm wrote: Hi Justin, just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users 1. root user to open this ticket: around 26 sec - 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y) 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL) 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im) After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations After adding: SetOutputFilter DEFLATE SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont-vary SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary ExpiresActive On ExpiresByType text/css A604800 ExpiresByType image/x-icon A31536000 ExpiresByType image/gif A604800 ExpiresByType image/jpg A604800 ExpiresByType image/jpeg A604800 ExpiresByType image/png A604800 ExpiresByType application/x-javascript A3600 Header set Cache-Control must-revalidate to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb you should try. Torsten 2010/9/7 Justin Hayes justin.ha...@openbet.com Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate). Total query time is 0.871493s So it's not the DB. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 11:13, Torsten Brumm wrote: Hi Justin, just found this threat, sounds interessting. What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct? Think you should follow Raed's hints first to log the queries generated with RT In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog Set($StatementLog,’debug’); in your etc/RT_SiteConfig. I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log. Some more question regarding your hardware and setup. 1. One Server / quad core (hyper threating) - how many threats for Mysql/Postgresql? / 8 GB Ram 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?) 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user? Some more information? We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks. Tob 2010/9/7 Justin Hayes justin.ha...@openbet.com I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 10:30, Justin Hayes wrote: Tried Centos last night, and no difference at all. - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 6 Sep 2010, at 20:49, Justin Hayes wrote: Hi Ruslan, Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either. Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live. No idea if it's going to have any effect
Re: [rt-users] Slow Ticket History
We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we
might look at rolling them into Live.
Obviously if you're getting 20min loads then something must be much more
fundamentally wrong with your setup I'd say. We've never had anything even
remotely that long.
Thanks for the patch!
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 7 Sep 2010, at 12:24, Tim Cutts wrote:
On 6 Sep 2010, at 5:54 pm, rt-users-requ...@lists.bestpractical.com wrote:
So far we've tried installing RT on different hardware, both 32 and 64bit
versions of linux. RT is still very slow for long tickets. All the time is
taken up by the perl/apache process maxing out a core of CPU.
We've even gone as far as trying to profile the code. We came up with this
graph of where the time was going:
TIMING.png
We then tried to go further into those functions but can't find a single
smoking gun call that is taking all the time.
For example in a ticket that takes 22s to render approx 5 secs goes on these
2 lines:
File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
From what I can tell, the real problem here is repeated scanning of both the
@attachments and @attachment_content arrays, which makes the execution speed
of the ShowHistory element O(N^2) with respect to the number of transactions;
painful, to say the least.
1) The %$trans_content hash can be made up front in a single pass, for all
the attachments in the ticket, turning this into an O(N) operation, rather
than O(N^2)
2) The $trans_content variable is only used in one place; it's passed to
ShowTransaction, where it is then passed on to ShowTransactionAttachments.
3) In there, there are some errors which cause some autovivification of hash
members which needn't happen.
4) You can do much the same up-front calculation with $trans_attachments as
well, so you don't have to keep grepping through it
I've now made those changes, and on a reasonably large ticket (216
transactions) it reduced the ticket rendering time on my system from 2.5
minutes to 34 seconds, which is a pretty good improvement, I think.
On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes
over 20 minutes to render the ticket (I gave up waiting), so in fact it's
considerably worse order execution time than I thought. My patched code
takes 2.2 minutes - still not brilliant but hey, this ticket is now
renderable, which it was not before.
Just for some background, the hardware I'm running on:
RT database: 2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1
on a 2.0 GHz E5504 Nehalem system
RT web server: 2 CPU virtual machine, 2GB RAM, on the same type of physical
hardware as the database server
As far as I can tell, I have not semantically altered the code, but others
may want to test more thoroughly. I have not yet put this on my production
web server - I cloned my web server VM and made my changes to the clone (God,
I love VMs for this sort of thing!)
Regards,
Tim
Here are my patches to Ticket/Elements/ShowHistory:
--- /opt/rt3/share/html/Ticket/Elements/ShowHistory 2010-05-14
13:58:15.0 +0100
+++ /opt/rt3/local/html/Ticket/Elements/ShowHistory 2010-09-07
11:59:30.0 +0100
@@ -84,6 +84,10 @@
%perl
my @attachments = @{$Attachments-ItemsArrayRef()};
my @attachment_content = @{$AttachmentContent-ItemsArrayRef()};
+my $trans_content = {};
+map { $trans_content-{$_-TransactionId}-{$_-Id} = $_ }
@attachment_content;
+my $trans_attachments = {};
+map { push (@{$trans_attachments-{$_-TransactionId}}, $_) } @attachments;
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
@@ -97,12 +101,6 @@
$i++;
-my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
-
-my $trans_content = {};
-grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
-
-
my $IsLastTransaction = 0;
if ( $OldestFirst ) {
$IsLastTransaction = $Transactions-IsLast;
@@ -118,7 +116,7 @@
Transaction = $Transaction,
ShowHeaders = $ShowHeaders,
RowNum = $i,
- Attachments = \...@trans_attachments,
+ Attachments = $trans_attachments-{$Transaction-id},
AttachmentContent= $trans_content,
LastTransaction = $IsLastTransaction
);
and here's the patch to ShowTransactionAttachments (both files need to be
patched):
--- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments
Re: [rt-users] Assign child ticket to a separate queue?
Il 08/09/2010 14:55, Ciancetta, Barbara J. ha scritto: Seems a good approach to this would be team A (in their queue) creating a child ticket but assigning it to team B’s queue. I've solved the same problem in a cleaner way: extension! http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/ this will add in the UI the possibility to choose the queue when creating connected tickets. hth -- Andrea Perotti RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Slow Ticket History 3.8.8
We've just tried a brand new webserver. Intel(R) Xeon(R) CPU E5640 @ 2.67GHz Quad (with hyperthreading) 12GB RAM Load time has dropped from 20-30s down to 11s. So throwing some newer hardware at it definitely improves things. Hopefully this will tide us over until RT3.10 which has the history rewrite in it. Going to try the patches from that other slow ticket history thread as well to see if that brings it down further. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 9 Sep 2010, at 08:13, Justin Hayes wrote: Aren't those options just compressing the page to send out to the browser and caching the output? We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think. Can try it though :) Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 12:45, Torsten Brumm wrote: Hi Justin, just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users 1. root user to open this ticket: around 26 sec - 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y) 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL) 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im) After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations After adding: SetOutputFilter DEFLATE SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont-vary SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary ExpiresActive On ExpiresByType text/css A604800 ExpiresByType image/x-icon A31536000 ExpiresByType image/gif A604800 ExpiresByType image/jpg A604800 ExpiresByType image/jpeg A604800 ExpiresByType image/png A604800 ExpiresByType application/x-javascript A3600 Header set Cache-Control must-revalidate to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb you should try. Torsten 2010/9/7 Justin Hayes justin.ha...@openbet.com Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate). Total query time is 0.871493s So it's not the DB. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 11:13, Torsten Brumm wrote: Hi Justin, just found this threat, sounds interessting. What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct? Think you should follow Raed's hints first to log the queries generated with RT In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog Set($StatementLog,’debug’); in your etc/RT_SiteConfig. I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log. Some more question regarding your hardware and setup. 1. One Server / quad core (hyper threating) - how many threats for Mysql/Postgresql? / 8 GB Ram 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?) 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user? Some more information? We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks. Tob 2010/9/7 Justin Hayes justin.ha...@openbet.com I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 10:30, Justin Hayes wrote: Tried Centos last night, and no difference at all. - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 6 Sep 2010, at 20:49, Justin Hayes wrote: Hi Ruslan, Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who
Re: [rt-users] Set Owner by Requestor Organization?
Yes, enabling file logging and some extra logger calls did help sort it
out. Thanks Jeff.
It turns out that I forgot the 'my' declaration on $newowner in the
cleanup code. Also, both...
$self-TransactionObj-CreatorObj-__Value('Organization');
and
$self-TransactionObj-CreatorObj-Organization;
...return the same value. Useful.
Can anyone point me towards any documentation for scrips (other than the
[very useful] wiki)?
Thanks
Steve
-Original Message-
From: Jeff Blaine [mailto:jbla...@kickflop.net]
Sent: 08 September 2010 16:12
To: Steven Platt
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Owner by Requestor Organization?
On 9/8/2010 9:24 AM, Steven Platt wrote:
Hi,
I'm trying to achieve this using a chopped version of
http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some
wisdom clipped from elsewhere in the wiki (some of the scrips pages, I
forget exactly which), and here is what I have:
Condition: On Create
Action: User defined
Template: Global template:blank
Stage: TransactionCreate
Custom prep code
$t_org = $self-TransactionObj-CreatorObj-__Value('Organization');
##
also tried $t_org = $self-TransactionObj-CreatorObj-Organization;
if ( $t_org !~ /(VRD|GEZI)/i ) { return 0; }
else { return 1; }
Custom cleanup code
---
$t_org = $self-TransactionObj-CreatorObj-__Value('Organization');
##
also tried $t_org = $self-TransactionObj-CreatorObj-Organization;
if ( $t_org =~ /VRD/i ) { $newowner = owner.a; }
if ( $t_org =~ /GEZI/i ) { $newowner = owner.b; }
my $T_Obj = $self-TicketObj;
$RT::Logger-info(Auto assign ticket #. $T_Obj-id . to user #.
$newowner );
my ($status, $msg) = $self-TicketObj-SetOwner( $newowner );
unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket to
$newowner:
$msg );
return undef;
}
return 1;
...but it appears to have no effect on the ticket whatsoever. Can
anyone
point me in the right direction?
Are you seeing any logged messages from your cleanup code?
I'd just start by adding a lot more $RT::Logger calls for
debugging info.
Log what $t_org gets set to in the prep code, etc.
-
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Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Slow Ticket History 3.8.8
One big win with enabling compression was that pages loaded in bigger pieces and you have less problems with users trying to type in an page that is unfinished with unpredictable results. With the DEFLATE on, the page all decompresses on the fast client instead of dribbling out from the server. Cheers, Ken On Thu, Sep 09, 2010 at 08:13:28AM +0100, Justin Hayes wrote: Aren't those options just compressing the page to send out to the browser and caching the output? We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think. Can try it though :) Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 12:45, Torsten Brumm wrote: Hi Justin, just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users 1. root user to open this ticket: around 26 sec - 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y) 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL) 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im) After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations After adding: SetOutputFilter DEFLATE SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont-vary SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary ExpiresActive On ExpiresByType text/css A604800 ExpiresByType image/x-icon A31536000 ExpiresByType image/gif A604800 ExpiresByType image/jpg A604800 ExpiresByType image/jpeg A604800 ExpiresByType image/png A604800 ExpiresByType application/x-javascript A3600 Header set Cache-Control must-revalidate to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb you should try. Torsten 2010/9/7 Justin Hayes justin.ha...@openbet.com Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate). Total query time is 0.871493s So it's not the DB. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 11:13, Torsten Brumm wrote: Hi Justin, just found this threat, sounds interessting. What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct? Think you should follow Raed's hints first to log the queries generated with RT In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog Set($StatementLog,?debug?); in your etc/RT_SiteConfig. I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log. Some more question regarding your hardware and setup. 1. One Server / quad core (hyper threating) - how many threats for Mysql/Postgresql? / 8 GB Ram 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?) 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user? Some more information? We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks. Tob 2010/9/7 Justin Hayes justin.ha...@openbet.com I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 10:30, Justin Hayes wrote: Tried Centos last night, and no difference at all. - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 6 Sep 2010, at 20:49, Justin Hayes wrote: Hi Ruslan, Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm
[rt-users] Basic question
Hi all, I'm just getting started with learning RT, and I'd like to test some basic changes that require me to modify params in RT_SiteConfig.pm. My question is what command do I need to run after modifying RT_SiteConfig.pm to activate those changes? Do I just run 'perl RT_SiteConfig.pm' to build it? I spent several hours looking through the various docs an wikis and I couldn't find anything that talks about RT_SiteConfig.pm other than the params you can change. Thanx. John RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Basic question
Just restart Apache: service httpd restart On 2010/09/09 3:28 PM, John McDonald john...@ix.netcom.com wrote: Hi all, I¹m just getting started with learning RT, and I¹d like to test some basic changes that require me to modify params in RT_SiteConfig.pm. My question is what command do I need to run after modifying RT_SiteConfig.pm to activate those changes? Do I just run perl RT_SiteConfig.pm¹ to build it? I spent several hours looking through the various docs an wikis and I couldn¹t find anything that talks about RT_SiteConfig.pm other than the params you can change. Thanx. John RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! Ian Rowland Aptus IT Business Address Aptus House, 53 Autumn Rd, Rivonia, Sandton, 2128 Telephone +27 11 797 8000 Fax +27 11 797 8004 Mobile +27 82 738 8989 Skype: +27 11 083 7426 E-mail rowl...@aptus.ws Web www.aptus.ws http://www.aptus.ws/ Confidentiality Notice: The above message and all attachments may contain privileged and confidential information intended only for the person or entity to which it is addressed. Any review, retransmission, dissemination, copy or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this message in error, please notify the sender immediately by e-mail, facsimile or telephone and thereafter delete the material from your computer. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the view of the entity transmitting the message. Aptus hereby distances itself from, and accepts no liability in respect of, the unauthorised use of its e-mail facility or the sending of e-mail communications for other than strictly business purposes. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Slow Ticket History 3.8.8
I actually liked the incremental page load, as I could read the start of the ticket while the rest was loading, thus saving me a bit of time ;) However this seems to have stopped since installing 3.8.8. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 9 Sep 2010, at 13:50, Kenneth Marshall wrote: One big win with enabling compression was that pages loaded in bigger pieces and you have less problems with users trying to type in an page that is unfinished with unpredictable results. With the DEFLATE on, the page all decompresses on the fast client instead of dribbling out from the server. Cheers, Ken On Thu, Sep 09, 2010 at 08:13:28AM +0100, Justin Hayes wrote: Aren't those options just compressing the page to send out to the browser and caching the output? We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think. Can try it though :) Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 12:45, Torsten Brumm wrote: Hi Justin, just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users 1. root user to open this ticket: around 26 sec - 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y) 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL) 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im) After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations After adding: SetOutputFilter DEFLATE SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont-vary SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary ExpiresActive On ExpiresByType text/css A604800 ExpiresByType image/x-icon A31536000 ExpiresByType image/gif A604800 ExpiresByType image/jpg A604800 ExpiresByType image/jpeg A604800 ExpiresByType image/png A604800 ExpiresByType application/x-javascript A3600 Header set Cache-Control must-revalidate to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb you should try. Torsten 2010/9/7 Justin Hayes justin.ha...@openbet.com Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate). Total query time is 0.871493s So it's not the DB. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 11:13, Torsten Brumm wrote: Hi Justin, just found this threat, sounds interessting. What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct? Think you should follow Raed's hints first to log the queries generated with RT In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog Set($StatementLog,?debug?); in your etc/RT_SiteConfig. I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log. Some more question regarding your hardware and setup. 1. One Server / quad core (hyper threating) - how many threats for Mysql/Postgresql? / 8 GB Ram 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?) 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user? Some more information? We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks. Tob 2010/9/7 Justin Hayes justin.ha...@openbet.com I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 10:30, Justin Hayes wrote: Tried Centos last night, and no difference at all. - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 6 Sep 2010, at 20:49, Justin Hayes
Re: [rt-users] Basic question
Sigh - 5 minutes after I sent this I found the answer (funny - that's never happened before 8-)) - I need to restart Apache to implement the changes. John From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John McDonald Sent: Thursday, September 09, 2010 9:29 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Basic question Hi all, I'm just getting started with learning RT, and I'd like to test some basic changes that require me to modify params in RT_SiteConfig.pm. My question is what command do I need to run after modifying RT_SiteConfig.pm to activate those changes? Do I just run 'perl RT_SiteConfig.pm' to build it? I spent several hours looking through the various docs an wikis and I couldn't find anything that talks about RT_SiteConfig.pm other than the params you can change. Thanx. John RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] AD ExternalAuth create user
Hi. I got ExternalAuth working with Win2k3 AD. My next step is to import tickets from our old system into the new system. I already wrote a script that does this via the command line rt interface. The one problem I'm having is that I need some users to already have a uid in RT (ie. they've already logged in once and RT auth'd them with AD and created a user account) so I can assign the imported ticket to them. Finally, my question: :) Is there any way for me to import a few users into RT? I looked for a script that would import users from AD into RT, but couldn't find anything. Thanks -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Basic question
On 09/09/2010 10:19 AM, John McDonald wrote: Sigh -- 5 minutes after I sent this I found the answer (funny -- that's never happened before 8-)) -- I need to restart Apache to implement the changes. John Depending on the changes you're making you may also need to clear the mason cache. http://wiki.bestpractical.com/view/CleanMasonCache RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Displaying actual OtherRecipients of a transaction in email sent to all recipients
Hi. I'm trying to find a way to display the Other Recipients of a transaction in the headers of the email message generated to everyone involved - Requestors, CCs, and Other Recipients. So, if I reply to a ticket and type in an address in the CC field of the reply form, but don't actually add that recipient as a CC to the ticket, I still want everyone getting the reply to see everyone else who received it. Another way to say this is that I'm looking for a third behavior for the $UseFriendlyToLine config option - instead of blank or Friendly Text I want to actually display the addresses being e-mailed in the To/CC header fields (but just for one queue). Any suggestions? Thanks, Chris RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] AD ExternalAuth create user
I think this is what you are looking for http://search.cpan.org/dist/RT-Extension-LDAPImport/ Run that with cron to do a regular import. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Alberts Sent: Thursday, September 09, 2010 11:00 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] AD ExternalAuth create user Hi. I got ExternalAuth working with Win2k3 AD. My next step is to import tickets from our old system into the new system. I already wrote a script that does this via the command line rt interface. The one problem I'm having is that I need some users to already have a uid in RT (ie. they've already logged in once and RT auth'd them with AD and created a user account) so I can assign the imported ticket to them. Finally, my question: :) Is there any way for me to import a few users into RT? I looked for a script that would import users from AD into RT, but couldn't find anything. Thanks -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Slow Ticket History 3.8.8
Justin; You must have implemented the DEFLATE The deflate stops the incremental load not RT .. defalte works by compressing the page and sending the compressed page which the browser then decompress. Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Justin Hayes Sent: 09 September 2010 15:19 To: Kenneth Marshall Cc: rt-users@lists.bestpractical.com Users Subject: Re: [rt-users] Slow Ticket History 3.8.8 I actually liked the incremental page load, as I could read the start of the ticket while the rest was loading, thus saving me a bit of time ;) However this seems to have stopped since installing 3.8.8. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 9 Sep 2010, at 13:50, Kenneth Marshall wrote: One big win with enabling compression was that pages loaded in bigger pieces and you have less problems with users trying to type in an page that is unfinished with unpredictable results. With the DEFLATE on, the page all decompresses on the fast client instead of dribbling out from the server. Cheers, Ken On Thu, Sep 09, 2010 at 08:13:28AM +0100, Justin Hayes wrote: Aren't those options just compressing the page to send out to the browser and caching the output? We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think. Can try it though :) Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 12:45, Torsten Brumm wrote: Hi Justin, just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users 1. root user to open this ticket: around 26 sec - 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y) 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL) 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im) After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations After adding: SetOutputFilter DEFLATE SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont- vary SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary ExpiresActive On ExpiresByType text/css A604800 ExpiresByType image/x-icon A31536000 ExpiresByType image/gif A604800 ExpiresByType image/jpg A604800 ExpiresByType image/jpeg A604800 ExpiresByType image/png A604800 ExpiresByType application/x-javascript A3600 Header set Cache-Control must-revalidate to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb you should try. Torsten 2010/9/7 Justin Hayes justin.ha...@openbet.com Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate). Total query time is 0.871493s So it's not the DB. Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Sep 2010, at 11:13, Torsten Brumm wrote: Hi Justin, just found this threat, sounds interessting. What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct? Think you should follow Raed's hints first to log the queries generated with RT In terms of debug; if you have not done this yet enable DBIx- SearchBuilder StatementLog Set($StatementLog,?debug?); in your etc/RT_SiteConfig. I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log. Some more question regarding your hardware and setup. 1. One Server / quad core (hyper threating) - how many threats for Mysql/Postgresql? / 8 GB Ram 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?) 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user? Some more information? We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks. Tob 2010/9/7 Justin Hayes justin.ha...@openbet.com I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than
Re: [rt-users] AD ExternalAuth create user
Thanks. I'll give that a try. John On 09/09/2010 10:18 AM, Jason Ledford wrote: I think this is what you are looking for http://search.cpan.org/dist/RT-Extension-LDAPImport/ Run that with cron to do a regular import. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Alberts Sent: Thursday, September 09, 2010 11:00 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] AD ExternalAuth create user Hi. I got ExternalAuth working with Win2k3 AD. My next step is to import tickets from our old system into the new system. I already wrote a script that does this via the command line rt interface. The one problem I'm having is that I need some users to already have a uid in RT (ie. they've already logged in once and RT auth'd them with AD and created a user account) so I can assign the imported ticket to them. Finally, my question: :) Is there any way for me to import a few users into RT? I looked for a script that would import users from AD into RT, but couldn't find anything. Thanks -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Prevent Could not load a valid user email to invalid requestor
We limit ticket creation to uses that are in the RT database. When
someone who is not in the system sends an email, they get the Could not
load valid user message back. Additionally the admin user gets the
same message.
We do not want the user to get the message. 99.9% of the time it is
spam with a forged from address.
Can we just copy Email.pm to the local tree, and comment out the
following bit of code, or is there an easier way?
# Also notify the requestor that his request has been dropped.
if ($args{'Requestor'} ne RT-Config-Get('OwnerEmail')) {
MailError(
To = $args{'Requestor'},
Subject = Could not load a valid user,
Explanation = EOT,
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for your email.
EOT
MIMEObj = $args{'Message'},
LogLevel = 'error'
);
Thanks,
Bill
--
Bill Kuntz
FCLA Open Systems Group
(352) 392-9020 x 242
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] RT warning Couldn't enable user xxxx
To List, I continue to get this warning in my rt.log: [Thu Sep 9 16:31:42 2010] [warning]: Couldn't enable user 9664 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) This is an odd message as this user is an LDAP approved user that is on the User Table as a Privileged user. So, why the warning? Kenn LBNL RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Unclutttering the ticket view.....
While on the IRC channel for RT recently I discussed the want for an option to collapse the quoted portions of tickets (where you've got user responses to previous messages, etc) ala Gmail. During that conversation someone said they thought there was an extension for that. Doing a search on CPAN has come up with zero hits for the concept, so now, I turn to the collective community: has anyone seen an extension for this? If so, could you please point me to the URL for it's source? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 smime.p7s Description: S/MIME cryptographic signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Unclutttering the ticket view.....
On Thu, Sep 9, 2010 at 13:48, Gary Greene ggre...@minervanetworks.com wrote: While on the IRC channel for RT recently I discussed the want for an option to collapse the quoted portions of tickets (where you've got user responses to previous messages, etc) ala Gmail. During that conversation someone said they thought there was an extension for that. Doing a search on CPAN has come up with zero hits for the concept, so now, I turn to the collective community: has anyone seen an extension for this? If so, could you please point me to the URL for it's source? Thanks. Not an extension, but there's been discussion e.g; [rt-users] RT-Mailgate hack to remove quoted replies by Tom Lahti on April 3rd of last year. Also, the wiki is the authoritative place to look for tweaks, not CPAN. Not everything is an extension, and not all extension authors post to CPAN. -- Cambridge Energy Alliance: Save money. Save the planet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Modifying placement of custom fields on Basics Tab
On Wed, Sep 1, 2010 at 12:11 PM, Dennis Ordanov daoden...@gmail.com wrote: Hi, I am using 3.8.7 on CentOS with a MySQL db. I have four custom fields placed on the basics tab of a ticket, they work great, but I would like to reverse their placement on their page. They are just 4 drop downs for specific ticket categories and clients. The more specific region is on the right and the cities are on the left and same with the service categories and actual services. https://rt.company.net/Admin/CustomFields/index.html Thanks, Dennis Anyone, with any sort of hints or tips on where to even begin? Dennis RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Unclutttering the ticket view.....
On Thu, Sep 09, 2010 at 01:57:22PM -0400, Jerrad Pierce wrote: Also, the wiki is the authoritative place to look for tweaks, not CPAN. Not everything is an extension, and not all extension authors post to CPAN. note that also not all RT cpan extensions are on the wiki ;) look on both. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Unclutttering the ticket view.....
note that also not all RT cpan extensions are on the wiki ;) Damn virtuous lazy programmers :-P RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Unclutttering the ticket view.....
On 09/09/2010 03:47 PM, Emmanuel Lacour wrote: On Thu, Sep 09, 2010 at 01:57:22PM -0400, Jerrad Pierce wrote: Also, the wiki is the authoritative place to look for tweaks, not CPAN. Not everything is an extension, and not all extension authors post to CPAN. note that also not all RT cpan extensions are on the wiki ;) look on both. A list of current extensions which are useful is at: http://bestpractical.com/rt/extensions.html Thomas RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] AD ExternalAuth create user
I actually couldn't get ldapimport to import any users for me although it did auth properly. In any case, I just realized I can simply create the user in the web ui and as long as the username and email address match, it works fine. Thanks On 09/09/2010 10:26 AM, John Alberts wrote: Thanks. I'll give that a try. John On 09/09/2010 10:18 AM, Jason Ledford wrote: I think this is what you are looking for http://search.cpan.org/dist/RT-Extension-LDAPImport/ Run that with cron to do a regular import. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Alberts Sent: Thursday, September 09, 2010 11:00 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] AD ExternalAuth create user Hi. I got ExternalAuth working with Win2k3 AD. My next step is to import tickets from our old system into the new system. I already wrote a script that does this via the command line rt interface. The one problem I'm having is that I need some users to already have a uid in RT (ie. they've already logged in once and RT auth'd them with AD and created a user account) so I can assign the imported ticket to them. Finally, my question: :) Is there any way for me to import a few users into RT? I looked for a script that would import users from AD into RT, but couldn't find anything. Thanks -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Unclutttering the ticket view.....
On Thu, Sep 09, 2010 at 04:43:48PM -0400, Thomas Sibley wrote: A list of current extensions which are useful is at: http://bestpractical.com/rt/extensions.html Nice, I didn't saw BPS work on those webpages :)) PS: for my extensions, source code is always available on http://git.home-dn.net/ RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Modifying placement of custom fields on Basics Tab
On 09/09/2010 02:40 PM, Dennis Ordanov wrote: On Wed, Sep 1, 2010 at 12:11 PM, Dennis Ordanovdaoden...@gmail.com wrote: Hi, I am using 3.8.7 on CentOS with a MySQL db. I have four custom fields placed on the basics tab of a ticket, they work great, but I would like to reverse their placement on their page. They are just 4 drop downs for specific ticket categories and clients. The more specific region is on the right and the cities are on the left and same with the service categories and actual services. https://rt.company.net/Admin/CustomFields/index.html Thanks, Dennis Anyone, with any sort of hints or tips on where to even begin? Hi Dennis, I think you will have to upgrade to 3.8.8 in order to do what you want. See the changelog in the announcement, under the section Custom fields ordering and application improvements http://lists.bestpractical.com/pipermail/rt-announce/2010-May/000179.html ~Jason RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Slow Ticket History
Tim,
Thanks for these patches. I'm...very surprised at the numbers you're seeing,
but appreciate that you have something that can help. I'll look at getting this
rolled into core.
On Tue, Sep 07, 2010 at 12:24:35PM +0100, Tim Cutts wrote:
On 6 Sep 2010, at 5:54 pm, rt-users-requ...@lists.bestpractical.com wrote:
So far we've tried installing RT on different hardware, both 32 and 64bit
versions of linux. RT is still very slow for long tickets. All the time is
taken up by the perl/apache process maxing out a core of CPU.
We've even gone as far as trying to profile the code. We came up with this
graph of where the time was going:
TIMING.png
We then tried to go further into those functions but can't find a single
smoking gun call that is taking all the time.
For example in a ticket that takes 22s to render approx 5 secs goes on
these 2 lines:
File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
From what I can tell, the real problem here is repeated scanning of both the
@attachments and @attachment_content arrays, which makes the execution speed
of the ShowHistory element O(N^2) with respect to the number of transactions;
painful, to say the least.
1) The %$trans_content hash can be made up front in a single pass, for all
the attachments in the ticket, turning this into an O(N) operation, rather
than O(N^2)
2) The $trans_content variable is only used in one place; it's passed to
ShowTransaction, where it is then passed on to ShowTransactionAttachments.
3) In there, there are some errors which cause some autovivification of hash
members which needn't happen.
4) You can do much the same up-front calculation with $trans_attachments as
well, so you don't have to keep grepping through it
I've now made those changes, and on a reasonably large ticket (216
transactions) it reduced the ticket rendering time on my system from 2.5
minutes to 34 seconds, which is a pretty good improvement, I think.
On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes
over 20 minutes to render the ticket (I gave up waiting), so in fact it's
considerably worse order execution time than I thought. My patched code
takes 2.2 minutes - still not brilliant but hey, this ticket is now
renderable, which it was not before.
Just for some background, the hardware I'm running on:
RT database: 2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1
on a 2.0 GHz E5504 Nehalem system
RT web server: 2 CPU virtual machine, 2GB RAM, on the same type of physical
hardware as the database server
As far as I can tell, I have not semantically altered the code, but others
may want to test more thoroughly. I have not yet put this on my production
web server - I cloned my web server VM and made my changes to the clone (God,
I love VMs for this sort of thing!)
Regards,
Tim
Here are my patches to Ticket/Elements/ShowHistory:
--- /opt/rt3/share/html/Ticket/Elements/ShowHistory 2010-05-14
13:58:15.0 +0100
+++ /opt/rt3/local/html/Ticket/Elements/ShowHistory 2010-09-07
11:59:30.0 +0100
@@ -84,6 +84,10 @@
%perl
my @attachments = @{$Attachments-ItemsArrayRef()};
my @attachment_content = @{$AttachmentContent-ItemsArrayRef()};
+my $trans_content = {};
+map { $trans_content-{$_-TransactionId}-{$_-Id} = $_ }
@attachment_content;
+my $trans_attachments = {};
+map { push (@{$trans_attachments-{$_-TransactionId}}, $_) } @attachments;
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
@@ -97,12 +101,6 @@
$i++;
-my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
-
-my $trans_content = {};
-grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
-
-
my $IsLastTransaction = 0;
if ( $OldestFirst ) {
$IsLastTransaction = $Transactions-IsLast;
@@ -118,7 +116,7 @@
Transaction = $Transaction,
ShowHeaders = $ShowHeaders,
RowNum = $i,
- Attachments = \...@trans_attachments,
+ Attachments = $trans_attachments-{$Transaction-id},
AttachmentContent= $trans_content,
LastTransaction = $IsLastTransaction
);
and here's the patch to ShowTransactionAttachments (both files need to be
patched):
--- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments
2010-05-14 13:58:15.0 +0100
+++ /opt/rt3/local/html/Ticket/Elements/ShowTransactionAttachments
2010-09-07 11:04:53.0 +0100
@@ -189,8 +189,10 @@
{
Re: [rt-users] Slow Ticket History
On Thu, Sep 09, 2010 at 08:15:37AM +0100, Justin Hayes wrote: We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we might look at rolling them into Live. Justin, Have you tried running ticket loads under Devel::NYTProf with the standalone server to try to identify what's up here for you? RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Slow Ticket History
On Thu, 2010-09-09 at 22:52 -0400, Jesse Vincent wrote: On Thu, Sep 09, 2010 at 08:15:37AM +0100, Justin Hayes wrote: We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we might look at rolling them into Live. Justin, Have you tried running ticket loads under Devel::NYTProf with the standalone server to try to identify what's up here for you? RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! NYTProf can also be used with Apache easily enough, short how to should anyone want to try it. 1: install Devel::NYTProf on the web server 2: edit httpd.conf comment out: #PerlModule Apache::DProf add: IfDefine NYTPROF MaxClients 1 PerlPassEnv NYTPROF PerlModule Devel::NYTProf::Apache /IfDefine 3: enable nytprof in service config file (/etc/sysconfig/httpd on Red Hat systems) Add: OPTIONS='-D NYTPROF' 4: restart httpd 5: do a few things that lag in the gui 6: stop httpd, you need to stop it for nytprof to post process the results. Remember to comment out the OPTIONS line from step 3 when you want to disable profiling. 7: cd /tmp 8: convert the nytprof output to html, the file names are nytprof.parent_pid.out.child_pid e.g. $ nytprofhtml -f nytprof.5766.out.5771 9: view output e.g. $ links nytprof/index.html Cheers, Jeff. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Slow Ticket History
On 10 Sep 2010, at 03:52, Jesse Vincent wrote: Thanks for these patches. I'm...very surprised at the numbers you're seeing, but appreciate that you have something that can help. I'll look at getting this rolled into core. The numbers are because it turns out I'd miscounted the number of transactions on the ticket by more than a factor of 10 - there were actually more than 5500 transactions on the ticket I was testing (the transaction count I initially quoted was actually just on one of the tickets that had subsequently been merged into the monster ticket). Regards, Tim RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
