I see that nobody has any idea regarding my problem.
After more investigation, I can say that part of the problem is that, upon
approving a ticket, there is a correspond transaction on the original ticket,
so all the scrips that act on correspond are fired. *BUT* I cannot actually see
any correspond transaction on the original ticket!
Also, by adding a lot of debugging in the scrips, I see other strange ticket
metadata. As an example, I see the ticket status is open, but when I look at
the ticket in RT it is still new (as it should be).
This is the reason (or at least one of the reasons) why RT is misbehaving...
or, better, some of my scrips are misbehaving.
Could someone please shed some light on the way approvals are working
internally? Especially the reason of this ghost correspond transaction, and how
can I tell it apart from the normal correspond transactions.
T.I.A.
Cris
On 04/06/2015 10:32, Guadagnino Cristiano wrote:
Hi all,
I have recently implemented approvals for one queue in our RT (v4.2.10).
I am experiencing a crash, and I cannot find the reason for it.
As soon as the approver approves a ticket, he gets an error message (see
attached image001.png).
The log is not very clear (not for me at least) on the reason for the crash.
Here is an excerpt of the log just around the crash:
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch
stage with applicable type(s) Status for txn #1533997 on ticket #105388
(/opt/rt4/sbin/../lib/RT/Scrips.pm:477)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 694):1)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 695):1)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch
stage with applicable type(s) Comment for txn #1533993 on ticket #105388
(/opt/rt4/sbin/../lib/RT/Scrips.pm:477)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 696):1)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 697):1)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch
stage with applicable type(s) Comment for txn #1533994 on ticket #105388
(/opt/rt4/sbin/../lib/RT/Scrips.pm:477)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 698):1)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 699):1)
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun 3 15:14:27 2015] [error]: Died at
/opt/rt4/sbin/../lib/RT/Rule.pm line 100.
Stack:
[/opt/rt4/sbin/../lib/RT/Rule.pm:100]
[/opt/rt4/sbin/../lib/RT/Approval/Rule/Passed.pm:104]
[/opt/rt4/sbin/../lib/RT/Ruleset.pm:73]
[/opt/rt4/sbin/../lib/RT/Transaction.pm:212]
[/opt/rt4/sbin/../lib/RT/Record.pm:1693]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2696]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2398]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2348]
[/opt/rt4/share/html/Approvals/index.html:86]
[/opt/rt4/share/html/Approvals/autohandler:53]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]
[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[25336] [Wed Jun 3 15:14:27 2015] [warning]: Rollback and commit are mixed
while escaping nested transaction at
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 848.
(/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:848)
[25336] [Wed Jun 3 15:14:27 2015] [critical]: Transaction not committed.
Usually indicates a software fault.Data loss may have occurred
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:168)
I found evidence of some problems in a scrip a little earlier in the log:
[25227] [Wed Jun 3 13:49:47 2015] [info]: -- Scrip 21 -- ((eval 790):1)
[25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value
$principal in pattern match (m//) at
