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Alberto,<br>
<br>
If you removed the owners of a ticket by removing those user
records from the USERS Table, then you will NEVER find those owners,
nor will you be able to change the owner on those tickets that point to
the removed UserId. The reason is that RT has several Tables that are
updated when a Ticket gets an owner. RT cannot replace an owner on a
ticket if it can't find the old one. RT tries to find the old one so it
can remove him from group membership in the "owner" role for that
ticket. This is just one reason why it is NEVER a good idea to remove a
User from the DataBase manually.<br>
The problem now is that you have several tickets that have an ID in
the owner field that points to a User record that does <i>not</i>
exist. VERY BAD! If you take a look at the history for any of those
tickets, you will see that the history display stops with an error when
it tries to find that (removed) UserId to show when they became an
owner.<br>
I'm not sure if Ruslan or any of the other RT gurus have any
recovery SQL that you can use. If they do not, I have some SQL code
that will do the job, but it will be a process of steps for EACH User
you removed from the DataBase. If no one from RT can help you with
this, then let me know and I'll send you my SQL code/process and
explain it to you so you can fix your DataBase.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 6/3/2009 10:17 AM, Alberto Villanueva wrote:
<blockquote cite="mid:DAA467AC2F15412B9244C342EA05D8EE@altran.es"
type="cite">
<meta content="text/html;charset=ISO-8859-1" http-equiv="Content-Type">
<meta name="GENERATOR" content="MSHTML 8.00.6001.18702">
<div dir="ltr" align="left"><span class="654330917-03062009"><font
color="#0000ff" face="Verdana" size="2">Dear Ken,</font></span></div>
<div dir="ltr" align="left"><span class="654330917-03062009"></span> </div>
<div dir="ltr" align="left"><span class="654330917-03062009"><font
color="#0000ff" face="Verdana" size="2">Nowadays, I have several
tickets without owner. I have search some queries, and I see tickets on
RT with Owner no value. And I cannot assign a new owner. why can I do
that?</font></span></div>
<div dir="ltr" align="left"><span class="654330917-03062009"></span> </div>
<div dir="ltr" align="left"><span class="654330917-03062009"><font
color="#0000ff" face="Verdana" size="2">Now I have run some simple
queries :-) and I have the old ID (user), so I will be able to update
these tickets :-)</font></span></div>
<div dir="ltr" align="left"><span class="654330917-03062009"></span> </div>
<div dir="ltr" align="left"><span class="654330917-03062009"><font
color="#0000ff" face="Verdana" size="2">My question is: do I have to
update all tables (Principals, Groups, ...) with the new user's ID? If
the answer is YES, I'll try it tomorrow ;-). Else, explain me it,
please.</font></span></div>
<div dir="ltr" align="left"><span class="654330917-03062009"></span> </div>
<div dir="ltr" align="left"><span class="654330917-03062009"><font
color="#0000ff" face="Verdana" size="2">thanks a lot! ;-)</font></span></div>
<div dir="ltr" align="left"><span class="654330917-03062009"></span> </div>
<div dir="ltr" align="left"><span class="654330917-03062009"></span> </div>
<div><font size="2"><font size="2">Best regards,<br>
<br>
ALBERTO VILLANUEVA DEL VAL<br>
Consultant<br>
____________________________________________<br>
Altran Technologies<br>
ParqueEmpresarial Las Mercedes, Edificio 1<br>
Campezo Street, 1- 28022 - Madrid, Spain<br>
Tel: + 34 91 744 46 00 - Ext: 2205<br>
Fax: + 34 91 415 24 57<br>
<a class="moz-txt-link-abbreviated" href="http://www.altran.es">www.altran.es</a><br>
</font></font></div>
<div> </div>
<br>
<blockquote
style="border-left: 2px solid rgb(0, 0, 255); padding-left: 5px; margin-left: 5px; margin-right: 0px;"
dir="ltr">
<div dir="ltr" class="OutlookMessageHeader" align="left" lang="es">
<hr tabindex="-1"> <font face="Tahoma" size="2"><b>De:</b> Ken
Crocker [<a class="moz-txt-link-freetext" href="mailto:kfcrocker@lbl.gov">mailto:kfcrocker@lbl.gov</a>] <br>
<b>Enviado el:</b> miércoles, 03 de junio de 2009 18:59<br>
<b>Para:</b> Alberto Villanueva<br>
<b>Asunto:</b> Re: [rt-users] Tickets with Owner= (no value)<br>
</font><br>
</div>
Alberto,<br>
<br>
You're database is now out of sync. Did you remember to remove the
appropriate records from the PRINCIPLALS, GROUPS, GROUIPMEMBERS,
CACHEDGROUPMEMBERS, ACL, ATTACHMENTS, & TRANSACTIONS Tables as well
as the ACLEquivilence record from the USERS Table? All these records
are tied to the user that is an owner of a ticket. Removing Users
manually from the DataBase is highly discouraged. Now, if you can go
back and see what the ID was for that particular User record, you will
need to re-create it. If not, then you will have to go thru several SQL
steps to create the User all over again and then link that User ID to
all the records that WERE linked to the old UserID. Let me know what
your situation is. I've gone thru this several times and have my own
set of SQL that keeps all these table records in sync.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 6/3/2009 9:36 AM, Alberto Villanueva wrote:
<blockquote cite="mid:C415A2BE76CE43BA97A7AF73028AC147@altran.es"
type="cite">
<blockquote type="cite">
<pre wrap="">Alberto,
</pre>
</blockquote>
<pre wrap=""><!---->
Hi,
</pre>
<blockquote type="cite">
<pre wrap=""> When you say you removed a user via MySQL do you mean you
merely dropped the record from the USERS Table?
</pre>
</blockquote>
<pre wrap=""><!---->
Yes, only I dropped it from USERS table. I had a "little" error
:( :(
Any idea? :S
Thanks!
</pre>
<blockquote type="cite">
<pre wrap="">Kenn
LBNL
On 6/3/2009 1:55 AM, Alberto Villanueva wrote:
</pre>
<blockquote type="cite">
<pre wrap="">Good morning,
Yesterday I removed a user (within MySQL) had several
</pre>
</blockquote>
</blockquote>
<pre wrap=""><!---->assigned
</pre>
<blockquote type="cite">
<blockquote type="cite">
<pre wrap="">tickets. Now these have Owner= (no value).
I have tested next:
1.- MySQL query, but I cannot select because Owner= (no
</pre>
</blockquote>
</blockquote>
<pre wrap=""><!---->value)
</pre>
<blockquote type="cite">
<blockquote type="cite">
<pre wrap="">2.- In RT: new Search / Batch update / (I cannot because RT
</pre>
</blockquote>
</blockquote>
<pre wrap=""><!---->says
</pre>
<blockquote type="cite">
<blockquote type="cite">
<pre wrap="">"Only you can assign tickets that they haven't Owner or it's
Nobody")
Could I tell me how I assign the new owner?
Best regards,
ALBERTO VILLANUEVA DEL VAL
Consultant
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
Campezo Street, 1- 28022 - Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
<a moz-do-not-send="true" class="moz-txt-link-abbreviated"
href="http://www.altran.es">www.altran.es</a>
_______________________________________________
</pre>
</blockquote>
</blockquote>
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class="moz-txt-link-freetext"
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</pre>
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