Auto replies and sometimes don't work

Hi everyone,

This is the first time I’ve emailed this list, so we’re obviously very
happy with RT. It’s a great tool and has made providing technical
support to our clients a lot easier. Thanks a lot to all of the
developers out there!

We recently upgraded from 3.0.7 to 3.0.9, and everything appears to be
working okay. However, sometimes RT doesn’t send out Auto Replies when
tickets are created. This is the error I’m seeing in the logs:

RT: RT::Scrip=HASH(0xb179910): Couldn’t prepare Open Tickets
(/opt/rt3/lib/RT/Scrip_Overlay.pm:346)

It seems that when I restart the apache service, the error goes away and
RT works as it should. However, sooner or later the problem returns.
I’ve also noticed that if I make a change (e.g. change size of graphs
from 400x300 to 600x400) to any of the files for the Statistics package
(which works, except for one graph), the Auto Replies stop working
immediately. I don’t know why that would affect RT overall though.

I’ve contemplated saving the database, deleting our RT installation, and
reinstalling it to try to fix the problem, but that will be an action of
last resort.

We’re currently running RT on:

Fedora Core 1
Apache 2.0.48
FastCGI

Does anyone have any insight into why this would be occurring? Any and
all help would be appreciated.

Thanks,

Kanwar
Systems Aligned

(…)

Does anyone have any insight into why this would be occurring? Any and
all help would be appreciated.

In order to reduce entropy, do the following:

  1. remove contrib Statistics Package (carefully, there are overlapping
    files, be sure to restore original files);
  2. try to reproduce the problem;

2.1)If it appears:

  • report it;

2.2)If it does not appear:
2.2.1) be sure to use the latest Statistics package (0.1.3) *
2.2.2) try to reproduce the problem;

   2.2.2.1) If it appears:
   - report it;

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