[rt-users] RE: RT 2.0.11pre1 / How to recover from brokenness caused by 2.0.10

[Rob Mitzel]

THANK YOU THANK YOU THANK YOU!!!

I just edited the database directly, and everything came back up.  THANK
YOU for taking care of this so quickly.  You are a gentleman and a
scholar! :)

Hope you had a Merry Christmas, by the way, Jesse.  And the rest of you,
as well!

-Rob.



> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: Wednesday, December 26, 2001 12:15 PM
> To: Rob Mitzel
> Cc: rt-announce at lists.fsck.com
> Subject: RT 2.0.11pre1 / How to recover from brokenness 
> caused by 2.0.10
> 
> 
> 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.
> > > 
> > > 
> > > _______________________________________________
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> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > 
> > 
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