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I see that nobody has any idea regarding my problem.<br>
<br>
After more investigation, I can say that part of the problem is that, upon approving a ticket, there is a correspond transaction on the original ticket, so all the scrips that act on correspond are fired. *BUT* I cannot actually see any correspond transaction
on the original ticket!<br>
<br>
Also, by adding a lot of debugging in the scrips, I see other strange ticket metadata. As an example, I see the ticket status is "open", but when I look at the ticket in RT it is still "new" (as it should be).<br>
<br>
This is the reason (or at least one of the reasons) why RT is misbehaving... or, better, some of my scrips are misbehaving.<br>
<br>
Could someone please shed some light on the way approvals are working internally? Especially the reason of this ghost correspond transaction, and how can I tell it apart from the "normal" correspond transactions.<br>
<br>
T.I.A.<br>
<br>
Cris<br>
<br>
<br>
<br>
<br>
<br>
<div class="moz-cite-prefix">On 04/06/2015 10:32, Guadagnino Cristiano wrote:<br>
</div>
<blockquote cite="mid:55700CF8.6030401@creval.it" type="cite">Hi all,<br>
I have recently implemented approvals for one queue in our RT (v4.2.10).<br>
<br>
I am experiencing a crash, and I cannot find the reason for it.<br>
As soon as the approver approves a ticket, he gets an error message (see attached image001.png).<br>
<br>
The log is not very clear (not for me at least) on the reason for the crash.<br>
<br>
Here is an excerpt of the log just around the crash:<br>
<br>
<blockquote type="cite"><small>[25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Status for txn #1533997 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 694):1)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 695):1)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Comment for txn #1533993 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 696):1)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 697):1)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Comment for txn #1533994 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 698):1)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 699):1)<br>
[25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)<br>
[25336] [Wed Jun 3 15:14:27 2015] [error]: Died at /opt/rt4/sbin/../lib/RT/Rule.pm line 100.<br>
<br>
Stack:<br>
[/opt/rt4/sbin/../lib/RT/Rule.pm:100]<br>
[/opt/rt4/sbin/../lib/RT/Approval/Rule/Passed.pm:104]<br>
[/opt/rt4/sbin/../lib/RT/Ruleset.pm:73]<br>
[/opt/rt4/sbin/../lib/RT/Transaction.pm:212]<br>
[/opt/rt4/sbin/../lib/RT/Record.pm:1693]<br>
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2696]<br>
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2398]<br>
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2348]<br>
[/opt/rt4/share/html/Approvals/index.html:86]<br>
[/opt/rt4/share/html/Approvals/autohandler:53]<br>
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]<br>
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]<br>
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)<br>
[25336] [Wed Jun 3 15:14:27 2015] [warning]: Rollback and commit are mixed while escaping nested transaction at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 848. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:848)<br>
[25336] [Wed Jun 3 15:14:27 2015] [critical]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:168)</small></blockquote>
<br>
I found evidence of some problems in a scrip a little earlier in the log:<br>
<blockquote type="cite"><small>[25227] [Wed Jun 3 13:49:47 2015] [info]: -- Scrip 21 -- ((eval 790):1)<br>
[25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153)<br>
[25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158)<br>
[25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153)<br>
[25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158)<br>
[25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153)<br>
[25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158)<br>
[25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $addr in concatenation (.) or string at (eval 790) line 54. ((eval 790):54)<br>
[25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $Principal in concatenation (.) or string at (eval 790) line 54. ((eval 790):54)<br>
[25227] [Wed Jun 3 13:49:47 2015] [error]: Scrip:AddWatchersOnCorrespond: Failed to add new Cc watcher to ticket #105369: (#) - One, and only one, of PrincipalId/User/Group is required ((eval 790):54)</small></blockquote>
<br>
However, this was an earlier instance of the error. After that, I tried to disable scrip 21 (AddWatchersOnCorrespond) but the approver got the error again.
<br>
<br>
I am attaching the complete log related to the latest instance of the error.<br>
<br>
I would be extremely grateful if someone could shed some light on the problem, especially since I am somewhat scared that we're corrupting our data.<br>
<br>
Thank you in advance.<br>
Cris<br>
<br>
</blockquote>
<br>
<div class="moz-signature">-- <br>
</div>
<p><font style="FONT-SIZE: 9pt" color="#004999" face="Arial"><strong>Cristiano Guadagnino<br>
</strong><br>
Servizio Sistemi Dipartimentali, Periferici e DB<br>
_______________________________<br>
<strong>Bankadati Servizi Informatici Soc.Cons.P.A.</strong><br>
Gruppo bancario Credito Valtellinese<br>
VIA TRENTO, 22 - 23100 SONDRIO<br>
tel +39 0342522172 - fax +39 0342522997<br>
guadagnino.cristiano@creval.it<br>
<a href="http://www.creval.it">www.creval.it</a></font></p>
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