Blog of Leonid Mamchenkov

It’s been bugging me for a while now that advanced search is extremely slow in our RT3.  I thought it was something related to the famous Perl bug, but apparently it wasn’t.  Then I was I waiting for Fedora 10 to come out, so that we’d upgrade our RT3 installation to version 3.8.  And that didn’t solve the problem either.  Finally, we got bored and annoyed enough by this problem to actually do soemthing about it.  The solution was, as often, just a Google search away.  Here is the quote from this discussion:

Faulty rights on a specific queue caused the owner list to be quite long, which RT didn’t like. (By mistake someone had given the own ticket right on the queue to all unprivileged users)

I went through all the queues to check the rights, and there it was – a test queue had “Own Ticket” assigned to “Everyone”.  Immediately, after remove this access levels things got back to normal.

We upgraded our development server to Fedora 10 over the weekend.  Among other things, it runs RT3 – excellent support, issue management, and bug tracking tool.  Once the upgrade was over, we ended up with a semi-working setup of RT3.  The emails were going through just fine, but the web interface was giving out a blank screen with no content or errors or warnings.

Googled a bit, but that didn’t help a lot.   Went through server logs and found an out of memory shout from Storable.pm:

2325:Callback called exit at
../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al)
line 415.

Googled for that, but it turned out that quite a few people have the problem with this module running out of memory.  And not only in RT3.

So I left it where it was and had some good night sleep.  And it helped.  In the morning, englightment came in, and I tried reloading the page with cookies and cache cleaned.  It worked.  And then it didn’t work again.  Cleaning cookies was helping for a couple of page views.  So I dived back into the RT_Config.pm file to see my options.  There it was.

=item C<$WebSessionClass>
C<$WebSessionClass> is the class you wish to use for managing Sessions.
It defaults to use your SQL database, but if you are using MySQL 3.x and
plans to use non-ascii Queue names, uncomment and add this line to
F<RT_SiteConfig.pm> will prevent session corruption.
=cut
# Set($WebSessionClass , 'Apache::Session::File');

Once I enabled Apache::Session::File, the problem went away.  We are now back to work, enjoying the new web 2.0 round corners interface, pastel colors, and more.

Over the last couple of years I’ve been working a lot with these four applications – WordPress, CakePHP, SugarCRM, and RT.  Each of these is beautiful in its own way.  Each of these tools is an Open Source Software. Each of these tools has a large community. Each of these tools has a free and commercial support and development. Each of these can be used in a number of ways to solve a whole range of problems.  Let me briefly introduce each one of them.

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