RT experienced a major performance issue over the 2015 Labor Day weekend.
After many hours of research, including vendor involvement, the issue was identified as a few users having some items on their RT-at-a-Glance which were performing poorly and refreshing the query continually at designated refresh intervals. Our database administrator group was able to relieve the performance pressure with a very short-term solution that will not scale over time. This was a very temporary fix until we could complete our investigation.
Effective September 14, 2015 at 10pm the right to adjust your RT-at-a-Glance has been suspended until more effective communication can be developed on the options available. I use the term suspension as I believe solutions can be developed which will mitigate this issue.
Less than 3% of the almost 700 users had reports associated with their RT-at-a-Glance which contributed to the performance issue.
While most of you (@80%) will not see any difference because you have remained on the default RT-at-a-Glance setup, others will notice some reports missing. Many of the offending reports were related to folks having their Closed Ticket report refreshing every 10 minutes.
I agree the Closed Ticket report is very useful but the need to refresh every 10 minutes can be mitigated by explicitly selecting this same report via your Saved Searches option, also available on your RT-at-a-Glance.
The reports found in your Saved Searches area of the RT-at-a-Glance are the same reports but they only create overhead to the system when they are explicitly selected.
Until we are able to lift the suspension please submit a ticket if your RT-at-a-Glance requires adjustment. Someone from DoIT will work with you as soon as possible.
Thank you for continued support and cooperation,
Joe Kirby
After many hours of research, including vendor involvement, the issue was identified as a few users having some items on their RT-at-a-Glance which were performing poorly and refreshing the query continually at designated refresh intervals. Our database administrator group was able to relieve the performance pressure with a very short-term solution that will not scale over time. This was a very temporary fix until we could complete our investigation.
Effective September 14, 2015 at 10pm the right to adjust your RT-at-a-Glance has been suspended until more effective communication can be developed on the options available. I use the term suspension as I believe solutions can be developed which will mitigate this issue.
Less than 3% of the almost 700 users had reports associated with their RT-at-a-Glance which contributed to the performance issue.
While most of you (@80%) will not see any difference because you have remained on the default RT-at-a-Glance setup, others will notice some reports missing. Many of the offending reports were related to folks having their Closed Ticket report refreshing every 10 minutes.
I agree the Closed Ticket report is very useful but the need to refresh every 10 minutes can be mitigated by explicitly selecting this same report via your Saved Searches option, also available on your RT-at-a-Glance.
The reports found in your Saved Searches area of the RT-at-a-Glance are the same reports but they only create overhead to the system when they are explicitly selected.
Until we are able to lift the suspension please submit a ticket if your RT-at-a-Glance requires adjustment. Someone from DoIT will work with you as soon as possible.
Thank you for continued support and cooperation,
Joe Kirby
