Hi Jesse, Thank you for writing and your correction I appreciate it. While there is one connection to MySQL as you say via port 3306. I know cookies are involved from the web browser to Request Tracker to MySQL, because the cookie session identifiers show up in the MySQL detail transaction logs. I am not sure if this is an Explorer problem (timeout the cookies) or a network drop problem (could also timeout a cookie or at least corrupt the seesion). I have not seen this problem on Firefox, Mozilla or Netscape. Finally, this problem occurs in 1 in 1000 tickets, which for us is about once per month.
The Request Tracker code does assume that you have a valid connection to MySQL and a valid database handle. I have seen this is at least a couple areas of the code. This seems logical, because if you are logged in to Request Tracker one can assume you have a connection to the MySQL database, as well. The things I would recommend here is to verify that a connection to MySQL is still active, as well as the session, before attempting to write to the database. Also, only have Request Tracker send out e-mails after it verifies that a ticket has been written to the database. We can live with the error, but we need a fix to prevent the e-mail from going out as it really frustrates our staff that a ticket is not in the database. As I mentioned, I just wanted to tell folks about what we have been seeing at our site. I also wanted to mention that we have seen this occur on laptops that are moved from one location to another, with Request Tracker still logged in. The person having the problem told me that "come to think of it, I always move my laptop while in Request Tracker and the error has usually occurred sometime after I have done it". This provided me with enough compelling evidence to tell our site to log out of Request Tracker, before moving a laptop. The jury is still out on this one. All in all, Request Tracker is a very good product. Our IS departments and several departments at my company really like the software. The only complaint is this one issue. Also, we have been using the software for over four years and plan to continue to use it for the foreseeable future. Once things get stable, we plan to move from 3.4.4 to 3.6.x. Thank you again for writing and I hope that something good comes out of this. Take care! Nick ------------------------------------------------------------------------ -------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -----Original Message----- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 4:30 PM To: Nick Metrowsky Cc: RT Users Subject: Re: [rt-users] Found a true cause and a possible resolution to the "MySQL server has gone away" issue > > and MySQL is informed that the user will be connecting to to MySQL with > the cookie identifier as the database handle to establish the > connection. That is not correct. RT shares one connection across all users. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
