[rt-users] Bug when merging tickets

[Andreas Kruthoff]

Hi Jesse/all

I think I've found a bug in RT207.

Let me explain the behaviour:
I ran the rt2stats script from Teo on my rt2 (mySQL) database. 
Everything seems to be fine except the 'Minimum time:' and the 'Average 
time:' for the 'Whole Database'. There are negative values of millions 
of seconds!

Ok, I digged in to the rt2stats script, tying to find out where these 
values are coming from. Later, I recognized that there are rows in the 
'Tickets' table of already resolved tickets that have a 'NULL' value 
instead of a timestamp. I found out that this was only the case for 
merged tickets. See the sql dump below:


mysql> SELECT id,EffectiveId,Started,Resolved FROM Tickets WHERE 
IFNULL(Resolved,1)=1 and id!=EffectiveId;
+-----+-------------+---------------------+----------+
| id  | EffectiveId | Started             | Resolved |
+-----+-------------+---------------------+----------+
|  65 |          61 | 2001-08-21 09:58:28 | NULL     |
|  84 |          79 | NULL                | NULL     |
| 120 |         118 | NULL                | NULL     |
| 121 |         118 | NULL                | NULL     |
| 123 |         124 | NULL                | NULL     |
| 163 |          79 | 2001-09-06 11:57:11 | NULL     |
| 191 |          79 | NULL                | NULL     |
| 225 |         219 | NULL                | NULL     |
| 307 |          76 | NULL                | NULL     |
| 315 |         314 | NULL                | NULL     |
+-----+-------------+---------------------+----------+
10 rows in set (0.00 sec)

mysql> SELECT id,EffectiveId,Started,Resolved FROM Tickets WHERE id='61';
+----+-------------+---------------------+---------------------+
| id | EffectiveId | Started             | Resolved            |
+----+-------------+---------------------+---------------------+
| 61 |          61 | 2001-08-17 08:42:53 | 2001-09-18 15:28:29 |
+----+-------------+---------------------+---------------------+
1 row in set (0.00 sec)

mysql> SELECT id,EffectiveId,Started,Resolved FROM Tickets WHERE id='65';
+----+-------------+---------------------+----------+
| id | EffectiveId | Started             | Resolved |
+----+-------------+---------------------+----------+
| 65 |          61 | 2001-08-21 09:58:28 | NULL     |
+----+-------------+---------------------+----------+
1 row in set (0.00 sec)


I updated the id 65:

mysql> UPDATE Tickets SET Resolved='2001-09-18 15:28:29' WHERE id=65;
Query OK, 1 row affected (0.00 sec)
Rows matched: 1  Changed: 1  Warnings: 0

mysql> SELECT id,EffectiveId,Started,Resolved FROM Tickets WHERE id='65';
+----+-------------+---------------------+---------------------+
| id | EffectiveId | Started             | Resolved            |
+----+-------------+---------------------+---------------------+
| 65 |          61 | 2001-08-21 09:58:28 | 2001-09-18 15:28:29 |
+----+-------------+---------------------+---------------------+
1 row in set (0.00 sec)


After updateing all 10 tickets, I ran the rt2stats script again and it 
produces the output I wished ;-)

Ahm - to make a long story short: please update the 'Resolved' field of 
the merged ticket if the effective ticket gets the status resolved.

have fun,

-andreas