[rt-users] Cannot load ticket error message

[Tony Arnold]

Not had any comment on this. Can anyone offer any advice, pointers etc?

Thanks in advance.

Regards,
Tony.

On 30/06/14 11:36, Tony Arnold wrote:
> I'm seeing a 'Cannot load ticket' error message when clicking on a link
> to a ticket in a notification e-mail that I have received. It is ticket
> #4546 that is failing.
> 
> I am using RT 3.8.14 with RTIR 2.6.1
> 
> I have debugging turned on and I am seeing the following in my logs:
> 
> [Sat Jun 28 11:28:27 2014] [debug]: Committing scrip #45 on txn #85744
> of ticket #4546 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:199)
> [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #37 because it isn't
> applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254)
> [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #45 because it isn't
> applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254)
> [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #34 because it isn't
> applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254)
> [Sat Jun 28 11:28:27 2014] [debug]: About to commit scrips for
> transaction #85745 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
> [Sat Jun 28 11:28:27 2014] [debug]: Committing scrip #11 on txn #85745
> of ticket #4547 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:199)
> [Sat Jun 28 11:28:27 2014] [error]: Scrip Commit 45 died. - panic:
> attempt to copy value DBI::db to a freed scalar 7f3b0f23b3f8 at
> /usr/lib/perl5/DBI.pm line 1279.
> 
> Stack:
>   [/usr/lib/perl5/DBI.pm:1279]
>   [/usr/lib/perl5/DBD/mysql.pm:221]
>   [/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:469]
>   [/usr/share/perl5/DBIx/SearchBuilder.pm:236]
>   [/opt/rt3/bin/../lib/RT/SearchBuilder.pm:391]
>   [/opt/rt3/bin/../lib/RT/Tickets_Overlay.pm:2897]
>   [/usr/share/perl5/DBIx/SearchBuilder.pm:504]
>   [/opt/rt3/bin/../lib/RT/Tickets_Overlay.pm:2869]
>   [/opt/rt3/local/plugins/RT-IR/lib/RT/Action/RTIR_SetDueIncident.pm:87]
>   [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238]
>   [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477]
>   [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205]
>   [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188]
>   [/opt/rt3/bin/../lib/RT/Record.pm:1457]
>   [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:3349]
>   [/usr/share/perl5/DBIx/SearchBuilder/Record.pm:440]
>   [/opt/rt3/local/plugins/RT-IR/lib/RT/Action/RTIR_SetDueBySLA.pm:102]
>   [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238]
>   [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477]
>   [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205]
>   [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188]
>   [/opt/rt3/bin/../lib/RT/Record.pm:1457]
>   [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660]
>   [/usr/share/perl5/Hook/LexWrap.pm:50]
>   [/opt/rt3/local/plugins/RT-IR/lib/RT/IR.pm:657]
>   [/usr/share/perl5/Hook/LexWrap.pm:48]
>   [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1480]
>   [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:485)
> 
> It seems to be a problem with script #45 which is defined as:
> 
> Description: SetRTIRState
> Condition: RTIR Require Due Change
> Action: RTIR Set Incident Due
> Template: Global template: Blank
> Stage: TransactionCreate
> 
> Any suggestions on how to fix this?
> 
> Regards,
> Tony.
> 

-- 
Tony Arnold,                        Tel: +44 (0) 161 275 6093
Head of IT Security,                Fax: +44 (0) 705 344 3082
University of Manchester,           Mob: +44 (0) 773 330 0039
Manchester M13 9PL.                 Email: tony.arnold at manchester.ac.uk