[rt-users] Ticket Transactions get lost on the way to WebUI

Konstantin Naryzhniy konstantinn at parallels.com
Mon Nov 19 08:57:15 EST 2007

Hello everyone!

Here's my current setup:

RT 3.6.1

Perl v5.8.8 under linux 

Apache v1.27;

DBIx::SearchBuilder v1.48;

HTML::Mason v1.35;

mod_perl v1.29;

Mysql 5

Approx 20 queues, 50 000 tickets


First of all, I've failed to find any solution in the lists, so I post
this question.


Recently weird things started to happen: random tickets in WebUI were
not displayed further than a certain transaction in the middle.

This happened both in Display.html and History.html.


First thing I did, according to the Lists was reversing the history
display order. Guess what? The history kept displaying in that case only
till this very transaction!


So, for example, if there are transactions 1,2,3,4,5 defined for a
ticket, I could see transactions 1 and 2 in direct history order, and
transactions 5 and 4 in the reverse one!


Given that, I tried simply to remove transaction 3 using the Shredder.
In some cases that helped, in others not. No 100% solution here.

I looked directly into the mysql database and found out that all the
transactions that are not displayed are stored and are stored correctly,
as their respective attachments. They just are not displayed.

Then, I tried to consecutively remove all the page customizations I
store in /opt/rt3/local/html folder to see which one causes trouble.
None of them do. Even the neat one from the wiki:
http://wiki.bestpractical.com/view/HideTransactions does not seem to
cause the issue))


Then, I tried to look into the ShowHistory module from
/opt/rt3/share/html/Ticket/  to see how this works. 

I transferred the following lines that choose the ticket's transactions
to a separate script:

my $Transactions = new RT::Transactions($session{'CurrentUser'});

if ($Tickets) {

    while (my $t = $Tickets->Next) {



} else {

    $Transactions = $Ticket->Transactions;


I had my script return the Count of transactions for the ticket loaded:
it is the same as the mysql query result.


So, I do not know where to go from here. 

Would really appreciate any help or directions.


Thank you very much!





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