Re: [rt-users] Ticket taken twice
aHA! I didn't get a chance to apply the patch, but we figured out a way to keep the whole history. The only data that wasn't preserved was the creation time, but the history is there and valid. That was enough for us. We created a new ticket, and merged the broken one into it. That transferred all the data (history, requestors, etc) to the new one, but not the owner. So at this point, we are at a good spot (at least I think). I'll work next week on upgrading the setup to the latest and greatest! (and I'll report the success...) Thanks, Jok -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joachim Thuau Sent: Thursday, February 26, 2009 11:35 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket taken twice I'm a little on the fence about this. I obviously want to catch up and get up to 3.8.2 (whoohoo!) but I do need to sort out that ticket first (at least it would make sense...) to make sure it's not going to croak on the reload of the DB. I have looked at the nice relational drawing from the RT-Essential book, and from that I know better than just going into the DB like that and mess with the ticket... I can probably work it out, but I'd love to be able to get to keep that ticket (well, with the fixed bits in it). Would you share that SQL bits? At least, it'll give me a starting point... Thanks, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
Will this cause issues with the upgrade process, if I update to 3.8.2 now? (ie: will it just recover or will the DB choke on it) I guess I could just shred that ticket... But history is important... Jok -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: Wednesday, February 25, 2009 11:30 PM To: Jesse Vincent Cc: Joachim Thuau; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket taken twice On Wed, Feb 25, 2009 at 4:11 PM, Jesse Vincent je...@bestpractical.com wrote: On Wed 25.Feb'09 at 12:25:39 -0800, Joachim Thuau wrote: Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. Todd Chapman patched this issue in RT quite a while back. I don't remember if it's in 3.6.7, but I believe it is. It's definitely fixed in 3.8. That was about 4 years ago! I think it was fixed in 3.6.2. It felt good to find and fix that race condition. :) We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
Joachim, You could do this with SQL directly in the DataBase, but I would only do that if Shredder can't handle it. I'm afraid if you shred the ticket, it's gone and there won't be a ticket to own. That might make your Audit department a little testy about your ticket history. I have some SQL that would help you, but you have to know it invloves more than just the Ticket Table. There is the Group, Groupmember, ACL, etc. tables. There is very little data in RT that does OT relate to other tables. They ALL have to be insync. Kenn LBNL On 2/26/2009 11:04 AM, Joachim Thuau wrote: Will this cause issues with the upgrade process, if I update to 3.8.2 now? (ie: will it just recover or will the DB choke on it) I guess I could just shred that ticket... But history is important... Jok -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: Wednesday, February 25, 2009 11:30 PM To: Jesse Vincent Cc: Joachim Thuau; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket taken twice On Wed, Feb 25, 2009 at 4:11 PM, Jesse Vincent je...@bestpractical.com wrote: On Wed 25.Feb'09 at 12:25:39 -0800, Joachim Thuau wrote: Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. Todd Chapman patched this issue in RT quite a while back. I don't remember if it's in 3.6.7, but I believe it is. It's definitely fixed in 3.8. That was about 4 years ago! I think it was fixed in 3.6.2. It felt good to find and fix that race condition. :) We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
On Thu 26.Feb'09 at 11:04:08 -0800, Joachim Thuau wrote: Will this cause issues with the upgrade process, if I update to 3.8.2 now? (ie: will it just recover or will the DB choke on it) I guess I could just shred that ticket... But history is important... It's been a while, but I _believe_ that if someone steals the ticket from here, RT will self-correct. pgpzAWJvygt4L.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
On Thu, Feb 26, 2009 at 11:40:02AM -0800, Joachim Thuau wrote:
Sadly, we already tried that. We can change the owner every which way,
except for tom (who was the guy that worked on it).
Can you try this patch? It's conceptually right but off the cuff. It's against
3.8
but applies to recentish 3.6. It may need a tiny bit of massage to apply to
3.6.1
You'll need to stop and start apache after making the change.
=== lib/RT/Ticket_Overlay.pm
==
--- lib/RT/Ticket_Overlay.pm(revision 58932)
+++ lib/RT/Ticket_Overlay.pm(local)
@@ -2782,7 +2782,12 @@
# Delete the owner in the owner group, then add a new one
# TODO: is this safe? it's not how we really want the API to work
# for most things, but it's fast.
-my ( $del_id, $del_msg ) = $self-OwnerGroup-MembersObj-First-Delete();
+my ( $del_id, $del_msg );
+for my $owner (@{$self-OwnerGroup-MembersObj-ItemsArrayRef}) {
+($del_id, $del_msg) = $owner-Delete();
+last unless ($del_id);
+}
+
unless ($del_id) {
$RT::Handle-Rollback();
return ( 0, $self-loc(Could not change owner: [_1], $del_msg) );
Thanks,
Jok
-Original Message-
From: Jesse Vincent [mailto:je...@bestpractical.com]
Sent: Thursday, February 26, 2009 11:26 AM
To: Joachim Thuau
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket taken twice
On Thu 26.Feb'09 at 11:04:08 -0800, Joachim Thuau wrote:
Will this cause issues with the upgrade process, if I
update to 3.8.2 now?
(ie: will it just recover or will the DB choke on it)
I guess I could just shred that ticket... But history is
important...
It's been a while, but I _believe_ that if someone steals
the ticket from here, RT will self-correct.
--
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
On Thu, Feb 26, 2009 at 02:48:19PM -0500, Jesse Vincent wrote:
On Thu, Feb 26, 2009 at 11:40:02AM -0800, Joachim Thuau wrote:
Sadly, we already tried that. We can change the owner every which way,
except for tom (who was the guy that worked on it).
Can you try this patch? It's conceptually right but off the cuff. It's
against 3.8
but applies to recentish 3.6. It may need a tiny bit of massage to apply to
3.6.1
Don't apply this patch. It's making the RT test suite explode. I have no
idea _what_ it would do to your DB.
You'll need to stop and start apache after making the change.
=== lib/RT/Ticket_Overlay.pm
==
--- lib/RT/Ticket_Overlay.pm (revision 58932)
+++ lib/RT/Ticket_Overlay.pm (local)
@@ -2782,7 +2782,12 @@
# Delete the owner in the owner group, then add a new one
# TODO: is this safe? it's not how we really want the API to work
# for most things, but it's fast.
-my ( $del_id, $del_msg ) =
$self-OwnerGroup-MembersObj-First-Delete();
+my ( $del_id, $del_msg );
+for my $owner (@{$self-OwnerGroup-MembersObj-ItemsArrayRef}) {
+($del_id, $del_msg) = $owner-Delete();
+last unless ($del_id);
+}
+
unless ($del_id) {
$RT::Handle-Rollback();
return ( 0, $self-loc(Could not change owner: [_1], $del_msg) );
Thanks,
Jok
-Original Message-
From: Jesse Vincent [mailto:je...@bestpractical.com]
Sent: Thursday, February 26, 2009 11:26 AM
To: Joachim Thuau
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket taken twice
On Thu 26.Feb'09 at 11:04:08 -0800, Joachim Thuau wrote:
Will this cause issues with the upgrade process, if I
update to 3.8.2 now?
(ie: will it just recover or will the DB choke on it)
I guess I could just shred that ticket... But history is
important...
It's been a while, but I _believe_ that if someone steals
the ticket from here, RT will self-correct.
--
--
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
Joachim, I'll do that in a bit. However, I would try Jesse's patch first. You could ALSO write down all the info for the ticket and shred it and then re-create it properly. Let me know how it goes with Jesse's patch and such. In the meantime, I'll put together the SQL and instructions. Kenn LBNL On 2/26/2009 11:34 AM, Joachim Thuau wrote: I'm a little on the fence about this. I obviously want to catch up and get up to 3.8.2 (whoohoo!) but I do need to sort out that ticket first (at least it would make sense...) to make sure it's not going to croak on the reload of the DB. I have looked at the nice relational drawing from the RT-Essential book, and from that I know better than just going into the DB like that and mess with the ticket... I can probably work it out, but I'd love to be able to get to keep that ticket (well, with the fixed bits in it). Would you share that SQL bits? At least, it'll give me a starting point... Thanks, Jok -Original Message- From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] Sent: Thursday, February 26, 2009 11:22 AM To: Joachim Thuau Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket taken twice Joachim, You could do this with SQL directly in the DataBase, but I would only do that if Shredder can't handle it. I'm afraid if you shred the ticket, it's gone and there won't be a ticket to own. That might make your Audit department a little testy about your ticket history. I have some SQL that would help you, but you have to know it invloves more than just the Ticket Table. There is the Group, Groupmember, ACL, etc. tables. There is very little data in RT that does OT relate to other tables. They ALL have to be insync. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
I'll do that in a bit. However, I would try Jesse's patch first. You could ALSO write down all the info for the ticket and shred it and then re-create it properly. Let me know how it goes with Jesse's patch and such. In the meantime, I'll put together the SQL and instructions. Doesn't the shredder make a SQL dump? You could shred it, edit the SQL dump, and then reload it to the db. Just an idea. Also note that Mr. Vincent said not to use the patch as its broken (in case you missed that mail). -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
Tom, Yep. I got it after I wrote my last note. If what you say is true, then that dump would be an excellant way to determine what records need to be updated in the DataBase. Kenn LBNL On 2/26/2009 12:32 PM, Tom Lahti wrote: I'll do that in a bit. However, I would try Jesse's patch first. You could ALSO write down all the info for the ticket and shred it and then re-create it properly. Let me know how it goes with Jesse's patch and such. In the meantime, I'll put together the SQL and instructions. Doesn't the shredder make a SQL dump? You could shred it, edit the SQL dump, and then reload it to the db. Just an idea. Also note that Mr. Vincent said not to use the patch as its broken (in case you missed that mail). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
On Thu 26.Feb'09 at 12:32:46 -0800, Tom Lahti wrote: I'll do that in a bit. However, I would try Jesse's patch first. You could ALSO write down all the info for the ticket and shred it and then re-create it properly. Let me know how it goes with Jesse's patch and such. In the meantime, I'll put together the SQL and instructions. Doesn't the shredder make a SQL dump? You could shred it, edit the SQL dump, and then reload it to the db. Just an idea. I _would_ like to caution people against editing raw SQL here. There's a bunch of nuance to group members and cached group members that is _very_ easy to get wrong. I expect to have a better patch (or discover that the test suite failure was a red herring) within an hour or two. Also note that Mr. Vincent said not to use the patch as its broken (in case you missed that mail). As a completely unimportant note on formality: Mr Vincent is my grandfather. I'm Jesse. ;) Best, Jesse pgp7zC1mrWBrC.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
Don't apply this patch. It's making the RT test suite explode. I have no idea _what_ it would do to your DB. It was a false alarm. The test suite is now happy. Give it a shot? pgpTDMV8gDH9v.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket taken twice
Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
On Wed 25.Feb'09 at 12:25:39 -0800, Joachim Thuau wrote: Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. Todd Chapman patched this issue in RT quite a while back. I don't remember if it's in 3.6.7, but I believe it is. It's definitely fixed in 3.8. We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- pgplJM1QQKonG.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
On Wed, Feb 25, 2009 at 4:11 PM, Jesse Vincent je...@bestpractical.com wrote: On Wed 25.Feb'09 at 12:25:39 -0800, Joachim Thuau wrote: Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. Todd Chapman patched this issue in RT quite a while back. I don't remember if it's in 3.6.7, but I believe it is. It's definitely fixed in 3.8. That was about 4 years ago! I think it was fixed in 3.6.2. It felt good to find and fix that race condition. :) We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
