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

[Patrick G. Stoesser]

And: My thread here was not intended as a reply to Daniel Schwagers 
message. Unfortunately, I did not compose a new message  from scratch... 
Sorry for that.

mfg, pgs

Am 16.12.2015 um 21:16 schrieb 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
>