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  1. Oct 25, 2018
    • aydreeihn's avatar
      Dashboard Statistics Issue · 4cc035cb
      aydreeihn authored
      This commit fixes an issue where we were not able to see all of the departments, topics, and agents that should have been included in the report. The logic for the  GROUP BY in the queries was changed, so we just manually added them back in.
      4cc035cb
  2. Oct 24, 2018
  3. Oct 23, 2018
  4. Oct 22, 2018
    • Peter Rotich's avatar
      Merge pull request #4558 from aydreeihn/issue/remove-enums · 7d3a2ba2
      Peter Rotich authored
      Issue/remove enums
    • Peter Rotich's avatar
      Merge pull request #4538 from protich/feature/custom-queues++ · 6d895b6d
      Peter Rotich authored
      Primary Queues as "Buckets"
    • aydreeihn's avatar
      Increase Batch Size/Cleanup Code · 0bc59a77
      aydreeihn authored
      0bc59a77
    • Peter Rotich's avatar
      Queue: Cached Queue Counts · f8a4788a
      Peter Rotich authored
      Clear cached queue counts on queue update and via auto-cron
      f8a4788a
    • Peter Rotich's avatar
      Search: Remove limit on relevance · eed26b57
      Peter Rotich authored
      This commit reverses relevance limit added by commit a9c283ec. This is
      necessary because searching for Organization or User name will have low
      relevance due to limited size of indexed "document".
      eed26b57
    • Peter Rotich's avatar
      Queue: Private Queue · 60285b2e
      Peter Rotich authored
      Drop checking FLAG_PUBLIC when determining if a queue is private
      60285b2e
    • Peter Rotich's avatar
      ORM: Extra Joins · fb582e4e
      Peter Rotich authored
      This commits adds ability to add extra joins to a queryset. If the join has
      constraints then it's LEFT joined otherwise straight JOIN is assumed.
      
      This is necessary to fix queue counts for queues with keyword search.
      fb582e4e
    • Jared Hancock's avatar
      pjax: Set a much higher timeout · 8481d77f
      Jared Hancock authored
      Now that pjax has been in osTicket for quite some time, it should be
      assumed that requests made with pjax will work and a response can be
      waited for. With a very low timeout of two seconds, operations that take
      more than two seconds are cancelled via pjax and then re-requested via
      normal page load. This has the caveat of running large database queries
      twice, since some long-running ones cannot be cancelled by the database
      until the first results become available. Therefore, queries which take
      a while to find the first record (longer than two seconds) will be run
      twice. Ultimately, the user will have to wait at least twice as long as
      would ultimately be necessary if the system had just waited for a
      response from the pjax request.
      
      This sets the timeout at a more reasonable value of 30. Perhaps
      something closer to a minute would be a suitable value? Most users are
      probably going to click something before 30 seconds expires if they
      expect a response faster. And that can't be easily fixed.
      8481d77f
    • Jared Hancock's avatar
      search: Add pagination support to advanced searches · 170709bb
      Jared Hancock authored
      This is pretty weak as implemented, but one of the problems with
      searching speed is that, for each page render, the count of the hits is
      required. But now the hits query does not actually collect the count for
      the search queue. What's worse, the code collects counts for all saved
      queues (not including the advanced search), so the counts are not
      included. Then, the code re-collects the counts for all the queues since
      the advanced search queue count isn't available. Then, since there still
      is no count for the advanced search, it will show "0" results after
      waiting to count all the other queues.
      
      This cowardly fixes the issue by assuming there are 500 hits, which
      allows a few pages. In reality, the pagination system should be rewired
      so that it can dynamically add pages until it comes up with a short
      read of results, in which case it can assume that it has reached the
      end.
      170709bb
    • Jared Hancock's avatar
      search: Refactor full-text search · a9c283ec
      Jared Hancock authored
      This patch adds a few changes. First, the full-text search query is
      refactored so that MySQL can focus first on finding matching records in
      its full-text search index (in the %_search table) in a subquery. Then
      it can focus on matching records against tickets in an outer query
      (whether ticket data, thread entries, user info, or organization inf was
      matched).  This dramatically speeds up the query for large datasets by
      about 20x (about three seconds instead of sixty-something).
      
      Secondly, results are now sorted based on relevance, so the best hits
      sort a the top of the list. This is accomplished by adding the
      `relevance` to the query sort list via the extra() method. Then, since
      no GROUP BY clause is really necessary, it is not added to the query,
      which will allow the results not to be re-sorted by the ticket_id. (That
      is, the remain sorted by the search relevance).
      
      Third, the relevance has a lower limit of 0.3. Good hits seem to have a
      much larger value (like hundreds), so setting a small value will help to
      remove hits with barely any relevance to the search terms.
      a9c283ec
    • Jared Hancock's avatar
      search: Fix double full-text searching · ef0b5809
      Jared Hancock authored
      When using a nested query to perform the search for the ticket queue, drop the extra
      full-text search criteria join from the outer query. This seems to drop the
      `rows_examined` by a factor of two and drops the query time by an order of
      magnitude.
      ef0b5809
    • Jared Hancock's avatar
      search: Significantly speed up re-indexing · 2ab505d6
      Jared Hancock authored
      This significantly speeds up the re-indexing speed for large databases. Since it is
      only important to have the system reindexed--and not necessarily what order the
      re-indexing happends, the sorting is really just a waste of resources and time.
      
      This dramatically increases the performance of searching for indexable threads, for
      instance, from 260900ms to about 42ms.
      2ab505d6
    • Jared Hancock's avatar
      queue: Use nested criteria for the query · 81b1e9d7
      Jared Hancock authored
      This changes the organization of the ticket queue query. It places the criteria of
      the queue and the access criteria based on the staff in a query by itself. Then it
      joins to that query and selects the columns and annotations in the outer query.
      
      This seems to help MySQL focus on the query in two stages. The first is to find the
      one page of results to be shown on the page, and the second is to find all the
      information to be shown for each ticket.
      81b1e9d7
    • Jared Hancock's avatar
      orm: not every query needs a group by clause · f602cba3
      Jared Hancock authored
      If there are annotations in an SQL statement, but there are no aggregate
      functions used (such as SUM, COUNT, etc), then a GROUP BY clause is not
      technically required. Using one implies sorting of the results to ensure
      uniqueness--prior to sorting them according to the requested sort in the ORDER
      BY clause.
      f602cba3
    • Peter Rotich's avatar
      queues: Counts revisited · 5fd91619
      Peter Rotich authored
      Prefer agent's queue count instead of rough count when paginating the
      tickets. This will make the initial queue load expensive but has an
      added advantage of having queue counts available thereafter for drop downs.
      
      This commits also adds entry to auto-cron, to keep queue counts more up to
      date in the background.When APCu is not available SESSION is used to cache
      the counts.
      5fd91619
    • Jared Hancock's avatar
      queue: Add MySQL index hint · 0801ef01
      Jared Hancock authored
      This adds the advanced option to the queue sort configuration. An index can be
      specified to be used for the sorting operation. In some cases, the MySQL query
      optimizer cannot select the most efficient index to use when dealing with large
      querysets and sorting. This feature, if enabled, allows an administrator to specify
      an index which MySQL should use when using the sort.
      
      To use the feature, an `extra` column must be added to the `%queue_sort` table to
      receive the index name.
      0801ef01
    • Jared Hancock's avatar
      queues: Add "rough" counts · c8c42d8a
      Jared Hancock authored
      This changes the queue counts shown at the bottom of the page to no longer be
      calculated using the SQL_CALC_FOUND_ROWS method of MySQL. Such is very slow for
      large recordsets. Instead, a rough count is computed based on the total number of
      tickets in the queue without respect for staff access. This is the fastest way to
      get a maximum number of possible tickets to be shown. The pagenation interface
      should be changed to show only NEXT and PREVIOUS pages where the rough estimate can
      be used to provide a rough idea of whether or not another page of data would be
      available.
      
      Furthermore, if APCu is available, the rough count is stashed and kept between
      requests so that the rough counts do not need to be re-tallied until they would
      change from a ticket state change.
      
      Another optimization might be to increment and decrement the queue rough counts when
      tickets are created or change states. In such a case, it could be identified which
      queues the old ticket would have been (and decrement the count) and which queues the
      updated ticket would be in (and increment the count).
      c8c42d8a
    • Jared Hancock's avatar
      queues: cache queue counts · ef67b713
      Jared Hancock authored
      If APCu is available, then the queue counts can be cached between requests.
      They are automatically cleared and recalculated if the status of a ticket
      changes or if a queue or saved search is edited. Otherwise, the queue counts
      will expire after an hour and be recalculated anyway.
      ef67b713
    • Jared Hancock's avatar
      cron: specify index for ticket aging query · 387fe1ae
      Jared Hancock authored
      Somehow on large datasets (like >1M tickets), MySQL can get confused on which
      index will provide the best performance. Generally, as systems age, they will
      have significantly more closed tickets than open ones. Therefore, it should be
      safe to assume that scanning the `status_id` index on the ticket table for
      `open` tickets would be the fastest way to arrive at the sort-of short list of
      tickets which should need to possibly be aged.
      387fe1ae
    • Peter Rotich's avatar
      Queue: Hierarchical Queues · e04778d1
      Peter Rotich authored
      The commit fixes queues display and sorting.
      e04778d1
    • Peter Rotich's avatar
      Advanced Search: Keyword search · bf848662
      Peter Rotich authored
      * Require keyword search term to be 3 words or less
      * Show keyword search option on Advanced Search dialog
      bf848662
    • Peter Rotich's avatar
      Make Primary Queues Buckets · 78e7114b
      Peter Rotich authored
      This commit makes Primary Queues buckets for sub queues with forced inheritance of
      criteria. Primary queues are now hidden unless there are no sub queues
      attached. Agents can still get to primary queue by clicking on it.
      
      The commit also adds default sub queues for Closed queue, utilizing DateTime
      periods.
      78e7114b
    • Peter Rotich's avatar
      Merge remote branch 'upstream/develop-next' into develop-next · 2464244a
      Peter Rotich authored
      Conflicts:
      	file.php
      	include/class.file.php
      	include/class.thread.php
      2464244a
  5. Oct 21, 2018
  6. Oct 19, 2018
  7. Oct 03, 2018
    • aydreeihn's avatar
      File Disposition · 0c6e9acc
      aydreeihn authored
      This commit ensures that we use the correct disposition for downloading files.
      0c6e9acc
  8. Oct 02, 2018
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