[rt-users] Ticket taken twice

[Kenneth Crocker]

Joachim,


	You could do this with SQL directly in the DataBase, but I would only 
do that if Shredder can't handle it. I'm afraid if you shred the ticket, 
it's gone and there won't be a ticket to own. That might make your Audit 
department a little testy about your ticket history. I have some SQL 
that would help you, but you have to know it invloves more than just the 
Ticket Table. There is the Group, Groupmember, ACL, etc. tables. There 
is very little data in RT that does OT relate to other tables. They ALL 
have to be insync.


Kenn
LBNL

On 2/26/2009 11:04 AM, Joachim Thuau wrote:
> Will this cause issues with the upgrade process, if I update to 3.8.2 now?
> (ie: will it just "recover" or will the DB choke on it)
> 
> I guess I could just shred that ticket... But history is important...
> 
> Jok 
> 
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net] 
>> Sent: Wednesday, February 25, 2009 11:30 PM
>> To: Jesse Vincent
>> Cc: Joachim Thuau; rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Ticket taken twice
>>
>> On Wed, Feb 25, 2009 at 4:11 PM, Jesse Vincent 
>> <jesse at bestpractical.com> wrote:
>>>
>>>
>>> On Wed 25.Feb'09 at 12:25:39 -0800, Joachim Thuau wrote:
>>>> Hello,
>>>>
>>>> I have RT-3.6.1, postgres backend, apache with mod_perl.
>>> Todd Chapman patched this issue in RT quite a while back. I don't 
>>> remember if it's in 3.6.7, but I believe it is. It's 
>> definitely fixed 
>>> in 3.8.
>> That was about 4 years ago! I think it was fixed in 3.6.2. It 
>> felt good to find and fix that race condition. :)
>>
>>>> We just stumbled upon a funny situation. I'm hoping one of you is 
>>>> going to be able to help me sort it out.
>>>>
>>>> A few minutes ago, 2 helpdesk techs used the "take" 
>> button, at pretty 
>>>> much the same time. Upon closer inspection, here are the 
>> interesting
>>>> bits:
>>>>
>>>> The history, under "display", of that ticket shows the following 
>>>> output in the history:
>>>> [create ticket bits here]
>>>> #     Wed Feb 25 11:35:50 2009         Tom   - Taken
>>>>
>>>> #     Wed Feb 25 11:35:50 2009         Geoff - Taken
>>>>
>>>> I asked Geoff to give the ticket back to Tom. When Geoff 
>> tried to set 
>>>> the owner to Tom, RT threw an error: "Could not change 
>> owner. Group 
>>>> already has member". So it looks like "Owner" is a group that, for 
>>>> this ticket, has 2 principals (which, I believe, it 
>> shouldn't have). 
>>>> We tried to "steal" the ticket, give it to nobody, and 
>> everytime, we 
>>>> get an error "Could not change owner. Group already has member".
>>>>
>>>> So the question is: how do I go about making the ticket 
>> behave properly?
>>>> I suppose I need to go into the DB and fix it there. And I suppose 
>>>> some code probably needs to be fixed so that race 
>> condition doesn't 
>>>> happen (or is it fixed in newer versions?).
>>>>
>>>> Thank you,
>>>> Jok
>>>>
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>>>
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