As most of you know RT has been experiencing some performance issues which have been hard to diagnose. DoIT has increased the computing power several times since the upgrade in December for the database server.
Our dba group has been working very hard to determine options to relieve the situation.
One major contributing factor has been the enormous increase in SPAM related tickets in the last few months. I have identified the source and arrangements have been made which should reduce, if not totally eliminate, that issue.
In the meantime we have a lot of data which has clogged up some of the searches. We are finalizing the code to remove this unnecessary data. The population included in this data cleansing activity will be SPAM tickets greater than 30 days old. Once this has completed all non-umbc email domain users with no tickets associated with them will be removed. It is this last step which should relieve the system from unnecessary searches.
I am also recommending that users, especially those dealing with large volumes of resolved tickets, remove the RT-at-a-Glance reports that refresh this data every few minutes. Examples include My Closed Tickets, My Assigned Closed Tickets, and any reports you may have for closed tickets in your area. As I know these reports are important to you there is an option to add Saved Searches to your dashboard and all of these reports are available on-demand. The benefit of this approach is that the only overhead is when you request the report unlike the overhead incurred when it is refreshed every few minutes on your dashboard.
I hope to have an update concerning the clean-out process by the end of the week.
Thank you to everyone for their patience and feedback on this issue and please contact me if you have any questions or need help adjusting your dashboard.
Joe Kirby
Our dba group has been working very hard to determine options to relieve the situation.
One major contributing factor has been the enormous increase in SPAM related tickets in the last few months. I have identified the source and arrangements have been made which should reduce, if not totally eliminate, that issue.
In the meantime we have a lot of data which has clogged up some of the searches. We are finalizing the code to remove this unnecessary data. The population included in this data cleansing activity will be SPAM tickets greater than 30 days old. Once this has completed all non-umbc email domain users with no tickets associated with them will be removed. It is this last step which should relieve the system from unnecessary searches.
I am also recommending that users, especially those dealing with large volumes of resolved tickets, remove the RT-at-a-Glance reports that refresh this data every few minutes. Examples include My Closed Tickets, My Assigned Closed Tickets, and any reports you may have for closed tickets in your area. As I know these reports are important to you there is an option to add Saved Searches to your dashboard and all of these reports are available on-demand. The benefit of this approach is that the only overhead is when you request the report unlike the overhead incurred when it is refreshed every few minutes on your dashboard.
I hope to have an update concerning the clean-out process by the end of the week.
Thank you to everyone for their patience and feedback on this issue and please contact me if you have any questions or need help adjusting your dashboard.
Joe Kirby
