[rt-users] Problem with visibilty of several tickets

[Petr Grolmus]

Hi,
this problem persist, but now I'm able to describe how this "invisible" 
tickets have been created. If you simetime cut and paste the part of MS 
Excel table  (I guess  openoffice  calc  also) and send it to RT or 
insert it in RT web-form of  new or existing ticket (comment or reply), 
so since then RT will NOT display this message and any other further 
messages of this ticket. The same problem is with mail attachements. You 
can try download this file 
(http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and 
add in RT as an attachment. In my environment it works for 100%.

This behavior is a litlle bit annoying :( Does anyone has the same 
problem? Or better - solution? :)

Thanks,
Petr Grolmus
> Hi2all,
> we upgraded RT system from version 2.x to 3.6.1 several months ago. 
> Now, occasionally we have problems with some tickets. In web interface 
> we can see only the first (initial) message - even the RT admin with 
> all privileges. All messages sent to these tickets are stored in 
> database and are correctly send by mail to all persons associated with 
> these tickets. The only problem is with visibility in the web 
> interface.  The moving ticket to other queue doesn't help. Does anyone 
> has such experience? We didn't find any common features of these 
> tickets - different requestor, queues, attachements (if any), ... No 
> lead :(
>
> RT version:  3.6.1-3~bpo.1 (debian package)
> DB backend: local MySQL 5.0.32-7etch1 (debian package)
> Tickets in RT over 73 thousand
> Affected tickects: 8-10 in past 4 months
>
> Any suggestions?
> Thanks,
> Petr Grolmus
>
>
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