jesse at bestpractical
Dec 26, 2001, 1:14 PM
Post #1 of 1
(720 views)
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RT 2.0.11pre1 / How to recover from brokenness caused by 2.0.10
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RT 2.0.11pre1 is now available. The _only_ change from 2.0.10 is that it won't cause all unmerged
tickets to "disappear" from search listings after a merge.
If you got bitten by the bug in 2.0.10, I'm really quite sorry.
There are two ways to get your database back to where it should be:
1) Restore your database from the last known-good nightly backups.
(The night before you installed 2.0.10)
Make a copy of your database update logs.
Discard everything before you made the backup.
Look through them for a long series of "Update Tickets SET EffectiveId....."
statements.
Remove those statements.
Replay everything else at the database.
2) WARNING: This is somewhat more dangerous, since it involves straight database munging
You should make a backup of your RT database before proceeding and check it over
CAREFULLY afterward.
mysqldump rt2 > rt-premunging-backup
Figure out what ticket is still showing up in ticket listings. If you've merged
multiple tickets since installing 2.0.10, repeat the "UPDATE" statement below
for each of them.
Make a note of its ticket id. You'll need it below, where I say "$ticket_id"
mysql rt2
UPDATE Tickets Set EffectiveId = id where EffectiveId = $ticket_id
On Wed, Dec 26, 2001 at 02:25:48PM -0500, Jesse Vincent wrote:
>
>
> There's a bug in the merge functionality that changes in 2.0.10 tickled. I'm still tracking it down, but it
> looks like the system is incorrectly setting some metadata related to a merge for too many tickets when a user
> anually merges a ticket. I suspect this has been going on for quite a while and that 2.0.10 is the first release
> that actually relies on this metadata for stripping merged tickets out of search displays.
>
> It looks like it should be relatively painless to restore your database to a good state if this bug hit you
>
> More info to come later.
>
>
> -j
>
>
> On Wed, Dec 26, 2001 at 07:32:56AM -0800, Rob Mitzel wrote:
> > Hi everyone,
> >
> > I figured I'd give 2.0.10 an install on our production machine. So I checked the deps, made the new ones, installed, everything looked great. However, now, we're getting a reproducable error:
> >
> > Say I go into a queue, and it has 5 new tickets, 4 on the exact same subject or whatever. So I go into ticket #3, and merge it with ticket #2, which is the same. It tells me it's merged. From that point on, no matter what I do, it makes all the other new tickets dissappear, and it just shows the ticket I merged, nothing else. no changing of the search parameters will help, the search just thinks that 1 ticket is the only ticket in the entire db. If I type in an individual ticket # and go to it, it's fine...
> >
> > Of course, I'm doing this after having just been woken up after 2 hours of sleep by a frantic guy in my NOC, so...:)
> >
> > Help!!! Please? :(
> >
> > -Rob.
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users [at] lists
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> --
> http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free.
>
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