[rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error

[Thomas Sibley]

On 05/17/2013 09:13 AM, Pete Beebe wrote:
> Hi Thomas,
> 
> Looks like the mail filter stopped this one from going through due to
> the attached log file.  Re-forwarding minus log file.

It was briefly stopped, yes, but I let it through manually.  There's a
size limit on posts at which point they require manual moderation.

> Also of note, yesterday evening I brought our RTPROD server offline
> for a reboot.  When the OS was back online I backed up the existing
> RTPROD installation directory and re-ran the configuration to
> re-create the install directory.  I then copied over our
> RT_SiteConfig file and custom log and started the web service back
> up.  I re-tested the Global At A Glance setting and found that the
> issue was no longer appearing.
> 
> So....nothing done on the database end (other than re-instating those
> user records).  For this particular problem it seems that me laying
> down a new install base somehow corrected the original issue.

Out of curiosity, how did you reinstate the user records?  The error was
still occurring after you'd reinstated them, but before you reinstalled,
right?

I'm surprised that a new install would correct the issue, but it is
possible.  Basically a component was returning an unexpected empty
value.  Can you run `diff -ruN` against the two install trees (the one
you backed up and the one currently in use)?  Alternatively, sent two
tarballs over and I can do it.

Thanks for continuing to dig at this and all the info you've provided.

Thomas