Custom Roles causing ticket creation fail due to group creating/loading fail

RT Developers
1

I have created a few custom Roles, but am experiencing erratic behavior. Sometimes tickets are not created as creating the role groups fails, but it’s not clear what causes it. I disabled roles - it works, i enable them all, works again, then later tickets fail to create again. I found a role to disable to make it work (Drivers), changed it’s name to “fred” - works, change to “funker” doesn’t work. I swapped the names of some roles - works. now 2 sites stopped working, but work again after disabling “booking agent”. It’s voodoo. I’m baffled. Any suggestions to other tests i can perform?

error from rt-4.4.0 (i know i should upgrade, but it’s a massive job)

7933] [Sat Nov 16 06:11:58 2019] [critical]: Couldn’t create ticket groups for ticket 18381. aborting Ticket creation. (/var/www/rtl/lib/RT/Ticket.pm:397)
[7933] [Sat Nov 16 06:11:58 2019] [crit]: Ticket creation failed: test: Ticket could not be created due to an internal error (/var/www/rtl/lib/RT/Interface/Email.pm:771)

I think it’s related to
my $create_groups_ret = $self->_CreateRoleGroups();
in Ticket.pm and from line 645 in /var/www/rt/lib/RT/Record/Role/Roles.pm

return (0) if $role->{CreateGroupPredicate}
&& !$role->{CreateGroupPredicate}->(%create);

if i hash out the offending abort lines, the ticket creates, with without requestor

[29827] [Thu Nov 14 20:08:14 2019] [critical]: Attempting to add a member to a group which wasn’t loaded. ‘oops’ (/var/www/sm-rt/wt/sbin/…/lib/RT/Group.pm:928)

thanks in advance.

w.

2

Both of the lines mentioned Ticket.pm 397 and Email.pm 771 look like POD documentation and not code when I look at a 4.4.0 RT. Did you customize these files or maybe you are not on 4.4.0?

3

yes, i did. correct lines are Ticket.pm 443, and Email.pm is line 700, 660 in Roles.pm

4

You can start by setting your log level to “debug” so that we can see the actual error, and if you customized the core code somewhere I would assume that is what is causing the issue.

5

Log level is on debug and that’s the error. the only modifications to Ticket.pm are to the text for logging/errors - eg changing RT to SM. no actual code changes. It was all happy all of yesterday, until 9pm when they started failing again. I have disabled the custom role “Booking Agent” and it’s ok again. (the other 5 roles have a single word, but that’s not proven to be the issue.). There have been no changes to any code yesterday

6

Now i have disabled “booking agent” on all sites, i’ve had no further problems. all other roles exist, but have single word names. I think i have to conclude that it’s the 2 word role name that is causing the issue

w