[rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error

[Pete Beebe]

Hi Thomas,

Looks like the mail filter stopped this one from going through due to the attached log file.  Re-forwarding minus log file.

Also of note, yesterday evening I brought our RTPROD server offline for a reboot.  When the OS was back online I backed up the existing RTPROD installation directory and re-ran the configuration to re-create the install directory.  I then copied over our RT_SiteConfig file and custom log and started the web service back up.  I re-tested the Global At A Glance setting and found that the issue was no longer appearing.

So....nothing done on the database end (other than re-instating those user records).  For this particular problem it seems that me laying down a new install base somehow corrected the original issue.

~Pete_Jibe

-----Original Message-----
From: Pete Beebe 
Sent: Thursday, May 16, 2013 10:55 AM
To: 'rt-users at lists.bestpractical.com'
Subject: RE: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error

Hi Thomas,

>>> Have you run rt-validator?

Log file attached.  All references are likely due to the deletion of old user records directly from mysql which we now know is not recommended.

>>>What are the output of the 3 SQL queries I sent you earlier on this  newly upgraded dev instance?

All from the upgrade Oracle RT DEV instance:

select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System';

137	Search - My Tickets	[_1] highest priority tickets I own	RT::System	1
138	Search - Unowned Tickets	[_1] newest unowned tickets	RT::System	1
139	HomepageSettings	HomepageSettings	RT::System	1
140	Search - My Tickets	[_1] highest priority tickets I own	RT::System	1
141	Search - Unowned Tickets	[_1] newest unowned tickets	RT::System	1
142	HomepageSettings	HomepageSettings	RT::System	1
153	Search - My Tickets	[_1] highest priority tickets I own	RT::System	1
154	Search - Unowned Tickets	[_1] newest unowned tickets	RT::System	1
155	HomepageSettings	HomepageSettings	RT::System	1
300	Search - Bookmarked Tickets	Bookmarked Tickets	RT::System	1
318	BrandedSubjectTag	Queue id => subject tag map	RT::System	1
3021	SavedSearch	10 highest priority tickets I own	RT::System	1
3842	QueueCacheNeedsUpdate	0	RT::System	1

select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root');

10	Nobody	06-SEP-05	06-SEP-05
1	RT_System	06-SEP-05	06-SEP-05
12	root	06-SEP-05	15-MAY-13

select id, Domain, Type, Created, LastUpdated from Groups where Type in ('Everyone', 'Privileged', 'Unprivileged');

3	SystemInternal	Everyone		
4	SystemInternal	Privileged		
5	SystemInternal	Unprivileged

As a note, the duplicate "Search - Unowned Tickets" duplicates are likely a remnant of trying to fix a link issue in the previous 3.8.5 instance.  Relevant thread here: http://www.gossamer-threads.com/lists/rt/users/58712   It's a side issue that was never satisfactorily resolved and would be preferable to clean out the duplicates.

Here's the same SQL queries output from the original MySQL 3.8.5 database:

mysql> select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System';
+------+-----------------------------+-------------------------------------+------------+----------+
| id   | Name                        | Description                         | ObjectType | ObjectId |
+------+-----------------------------+-------------------------------------+------------+----------+
|  137 | Search - My Tickets         | [_1] highest priority tickets I own | RT::System |        1 |
|  138 | Search - Unowned Tickets    | [_1] newest unowned tickets         | RT::System |        1 |
|  139 | HomepageSettings            | HomepageSettings                    | RT::System |        1 |
|  140 | Search - My Tickets         | [_1] highest priority tickets I own | RT::System |        1 |
|  141 | Search - Unowned Tickets    | [_1] newest unowned tickets         | RT::System |        1 |
|  142 | HomepageSettings            | HomepageSettings                    | RT::System |        1 |
|  153 | Search - My Tickets         | [_1] highest priority tickets I own | RT::System |        1 |
|  154 | Search - Unowned Tickets    | [_1] newest unowned tickets         | RT::System |        1 |
|  155 | HomepageSettings            | HomepageSettings                    | RT::System |        1 |
|  300 | Search - Bookmarked Tickets | Bookmarked Tickets                  | RT::System |        1 |
|  318 | BrandedSubjectTag           | Queue id => subject tag map         | RT::System |        1 |
| 3021 | SavedSearch                 | 10 highest priority tickets I own   | RT::System |        1 |
+------+-----------------------------+-------------------------------------+------------+----------+
12 rows in set (0.00 sec)

mysql> select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root');
+----+-----------+---------------------+---------------------+
| id | Name      | Created             | LastUpdated         |
+----+-----------+---------------------+---------------------+
| 10 | Nobody    | 2005-09-06 20:48:58 | 2005-09-06 20:48:58 |
| 12 | root      | 2005-09-06 20:48:58 | 2013-04-09 23:32:14 |
|  1 | RT_System | 2005-09-06 20:48:58 | 2005-09-06 20:48:58 |
+----+-----------+---------------------+---------------------+
3 rows in set (0.00 sec)

mysql> select id, Domain, Type from Groups where Type in ('Everyone','Privileged','Unprivileged');
+----+----------------+--------------+
| id | Domain         | Type         |
+----+----------------+--------------+
|  3 | SystemInternal | Everyone     |
|  4 | SystemInternal | Privileged   |
|  5 | SystemInternal | Unprivileged |
+----+----------------+--------------+
3 rows in set (0.04 sec)

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