[rt-users] Suddenly, replys to existing tickets open new tickets

[Patrick G. Stoesser]

Hello,

partly resolved.

The issue "Impossible to assign the ticket..." came from a scrip "Auto 
set Owner" on create.

It was

|   # get actor ID
|   my $Actor = $self->TransactionObj->Creator;
|
|   # if actor is RT_SystemUser then get out of here
|   return 1 if $Actor == $RT::SystemUser->id;
|
|   # get out unless ticket owner is nobody
|   return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
|
|   # ok, try to change owner
|   $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to 
user #". $Actor );
|   my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
|   unless( $status ) {
|     $RT::Logger->error( "Impossible to assign the ticket to $Actor: 
$msg" );
|     return undef;
|   }
|   return 1;

and the error was triggered. It needed

|   return 1 unless $self->TransactionObj->CreatorObj->Privileged;

to get out if the owner is unprivileged.

It worked without that earlier. Anyway.



The main problem had nothing to do with that. Trial and error, I 
discovered that when removing the subject mark for a queue, replys to 
existing tickets were merged into the ticket.
When the subjet mark was set after that, it worked also.

So: The subject tag removal fixed the error, but re-adding the subject 
tag did not re-add the error.



Regards, pgs



Am 16.12.2015 um 18:57 schrieb Patrick G. Stoesser:
> Hello everybody,
>
> suddenly, when someone replys to an existing ticket, the reply opens a
> new ticket instead of merging the reply.
>
> A few days ago, this worked perfectly.
>
> I already googled, and checked differernt things, but as I did not had
> changed anything, I don't know what I could do.
>
> In my logfiles, I discovered
>
> Dec 16 18:47:50 rt RT: [19265] Impossible to assign the ticket to 6223:
> That user may not own tickets in that queue
> Dec 16 18:47:50 rt RT: [19265] Rollback and commit are mixed while
> escaping nested transaction at
> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 845.
>
> No rights were changed, though. It seems like RT cannot assign the
> ticket to an ad hoc user (here: 6223, although this user cannot be found
> in RT). This user number is increased with every ticket.
>
> Does anyone have a clue where I could start my error search?
>
> Any help is appreciated.
>
>
> Thanks in advance and regards, Patrick