[rt-users] RE: RT 2.0.11pre1 / How to recover from brokenness caused by 2.0.10
rmitzel at peer1.net
Wed Dec 26 17:15:28 EST 2001
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
Hope you had a Merry Christmas, by the way, Jesse. And the rest of you,
> -----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....."
> 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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> > >
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