[rt-users] Tickets with Owner= (no value)

[Ken Crocker]

Alberto,

    If you removed the owners of a ticket by removing those user records 
from the USERS Table, then you will NEVER find those owners, nor will 
you be able to change the owner on those tickets that point to the 
removed UserId. The reason is that RT has several Tables that are 
updated when a Ticket gets an owner. RT cannot replace an owner on a 
ticket if it can't find the old one. RT tries to find the old one so it 
can remove him from group membership in the "owner" role for that 
ticket. This is just one reason why it is NEVER a good idea to remove a 
User from the DataBase manually.
    The problem now is that you have several tickets that have an ID in 
the owner field that points to a User record that does /not/ exist. VERY 
BAD! If you take a look at the history for any of those tickets, you 
will see that the history display stops with an error when it tries to 
find that (removed) UserId to show when they became an owner.
    I'm not sure if Ruslan or any of the other RT gurus have any 
recovery SQL that you can use. If they do not, I have some SQL code that 
will do the job, but it will be a process of steps for EACH User you 
removed from the DataBase. If no one from RT can help you with this, 
then let me know and I'll send you my SQL code/process and explain it to 
you so you can fix your DataBase.

Kenn
LBNL

On 6/3/2009 10:17 AM, Alberto Villanueva wrote:
> Dear Ken,
>  
> Nowadays, I have several tickets without owner. I have search some 
> queries, and I see tickets on RT with Owner no value. And I cannot 
> assign a new owner. why can I do that?
>  
> Now I have run some simple queries :-) and I have the old ID (user), 
> so I will be able to update these tickets :-)
>  
> My question is: do I have to update all tables (Principals, Groups, 
> ...) with the new user's ID? If the answer is YES, I'll try it 
> tomorrow ;-). Else, explain me it, please.
>  
> thanks a lot! ;-)
>  
>  
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultant
> ____________________________________________
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1
> Campezo Street, 1- 28022 - Madrid, Spain
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>  
>
>     ------------------------------------------------------------------------
>     *De:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>     *Enviado el:* miércoles, 03 de junio de 2009 18:59
>     *Para:* Alberto Villanueva
>     *Asunto:* Re: [rt-users] Tickets with Owner= (no value)
>
>     Alberto,
>
>         You're database is now out of sync. Did you remember to remove
>     the appropriate records from the PRINCIPLALS, GROUPS,
>     GROUIPMEMBERS, CACHEDGROUPMEMBERS, ACL, ATTACHMENTS, &
>     TRANSACTIONS Tables as well as the ACLEquivilence record from the
>     USERS Table? All these records are tied to the user that is an
>     owner of a ticket. Removing Users manually from the DataBase is
>     highly discouraged. Now, if you can go back and see what the ID
>     was for that particular User record, you will need to re-create
>     it. If not, then you will have to go thru several SQL steps to
>     create the User all over again and then link that User ID to all
>     the records that WERE linked to the old UserID. Let me know what
>     your situation is. I've gone thru this several times and have my
>     own set of SQL that keeps all these table records in sync.
>
>     Kenn
>     LBNL
>
>     On 6/3/2009 9:36 AM, Alberto Villanueva wrote:
>>>     Alberto,
>>>         
>>
>>     Hi,
>>
>>       
>>>         When you say you removed a user via MySQL do you mean you 
>>>     merely dropped the record from the USERS Table?
>>>         
>>
>>
>>     Yes, only I dropped it from USERS table. I had a "little" error
>>     :( :(
>>
>>     Any idea? :S
>>
>>     Thanks!
>>
>>       
>>>     Kenn
>>>     LBNL
>>>
>>>     On 6/3/2009 1:55 AM, Alberto Villanueva wrote:
>>>         
>>>>     Good morning,
>>>>
>>>>     Yesterday I removed a user (within MySQL) had several
>>>>           
>>     assigned
>>       
>>>>     tickets. Now these have Owner= (no value).
>>>>
>>>>     I have tested next:
>>>>
>>>>     1.- MySQL query, but I cannot select because Owner= (no
>>>>           
>>     value)
>>       
>>>>     2.- In RT: new Search / Batch update / (I cannot because RT
>>>>           
>>     says
>>       
>>>>     "Only you can assign tickets that they haven't Owner or it's
>>>>     Nobody")
>>>>
>>>>     Could I tell me how I assign the new owner?
>>>>
>>>>     Best regards,
>>>>
>>>>     ALBERTO VILLANUEVA DEL VAL 
>>>>     Consultant
>>>>     ____________________________________________
>>>>     Altran Technologies
>>>>     ParqueEmpresarial Las Mercedes, Edificio 1 
>>>>     Campezo Street, 1- 28022 - Madrid, Spain
>>>>     Tel: + 34 91 744 46 00 - Ext: 2205
>>>>     Fax: + 34 91 415 24 57
>>>>     www.altran.es
>>>>       
>>>>
>>>>     _______________________________________________
>>>>
>>>>           
>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>       
>>>>     Community help: http://wiki.bestpractical.com
>>>>     Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>>     Discover RT's hidden secrets with RT Essentials from 
>>>>           
>>>     O'Reilly Media. 
>>>         
>>>>     Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>       
>>>>           
>>
>>
>>       
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090603/fc2c88c0/attachment.htm>