[rt-users] Bug when merging tickets

[Jesse Vincent]

If the stats script is looking at tickets that have been merged into
other tickets, that's a bug in the stats script.


	Jesse


On Wed, Sep 19, 2001 at 09:10:00AM +0200, Andreas Kruthoff wrote:
> Hi Jesse/all
> 
> I think I've found a bug in RT207.
> 
> Let me explain the behaviour:
> I ran the rt2stats script from Teo on my rt2 (mySQL) database. 
> Everything seems to be fine except the 'Minimum time:' and the 'Average 
> time:' for the 'Whole Database'. There are negative values of millions 
> of seconds!
> 
> Ok, I digged in to the rt2stats script, tying to find out where these 
> values are coming from. Later, I recognized that there are rows in the 
> 'Tickets' table of already resolved tickets that have a 'NULL' value 
> instead of a timestamp. I found out that this was only the case for 
> merged tickets. See the sql dump below:
> 
> 
> mysql> SELECT id,EffectiveId,Started,Resolved FROM Tickets WHERE 
> IFNULL(Resolved,1)=1 and id!=EffectiveId;
> +-----+-------------+---------------------+----------+
> | id  | EffectiveId | Started             | Resolved |
> +-----+-------------+---------------------+----------+
> |  65 |          61 | 2001-08-21 09:58:28 | NULL     |
> |  84 |          79 | NULL                | NULL     |
> | 120 |         118 | NULL                | NULL     |
> | 121 |         118 | NULL                | NULL     |
> | 123 |         124 | NULL                | NULL     |
> | 163 |          79 | 2001-09-06 11:57:11 | NULL     |
> | 191 |          79 | NULL                | NULL     |
> | 225 |         219 | NULL                | NULL     |
> | 307 |          76 | NULL                | NULL     |
> | 315 |         314 | NULL                | NULL     |
> +-----+-------------+---------------------+----------+
> 10 rows in set (0.00 sec)
> 
> mysql> SELECT id,EffectiveId,Started,Resolved FROM Tickets WHERE id='61';
> +----+-------------+---------------------+---------------------+
> | id | EffectiveId | Started             | Resolved            |
> +----+-------------+---------------------+---------------------+
> | 61 |          61 | 2001-08-17 08:42:53 | 2001-09-18 15:28:29 |
> +----+-------------+---------------------+---------------------+
> 1 row in set (0.00 sec)
> 
> mysql> SELECT id,EffectiveId,Started,Resolved FROM Tickets WHERE id='65';
> +----+-------------+---------------------+----------+
> | id | EffectiveId | Started             | Resolved |
> +----+-------------+---------------------+----------+
> | 65 |          61 | 2001-08-21 09:58:28 | NULL     |
> +----+-------------+---------------------+----------+
> 1 row in set (0.00 sec)
> 
> 
> I updated the id 65:
> 
> mysql> UPDATE Tickets SET Resolved='2001-09-18 15:28:29' WHERE id=65;
> Query OK, 1 row affected (0.00 sec)
> Rows matched: 1  Changed: 1  Warnings: 0
> 
> mysql> SELECT id,EffectiveId,Started,Resolved FROM Tickets WHERE id='65';
> +----+-------------+---------------------+---------------------+
> | id | EffectiveId | Started             | Resolved            |
> +----+-------------+---------------------+---------------------+
> | 65 |          61 | 2001-08-21 09:58:28 | 2001-09-18 15:28:29 |
> +----+-------------+---------------------+---------------------+
> 1 row in set (0.00 sec)
> 
> 
> After updateing all 10 tickets, I ran the rt2stats script again and it 
> produces the output I wished ;-)
> 
> Ahm - to make a long story short: please update the 'Resolved' field of 
> the merged ticket if the effective ticket gets the status resolved.
> 
> have fun,
> 
> -andreas
> 
> 
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