Empty cases in web


#1

All of a sudden tickets being opened by email are showing up empty,
i.e., without any content, in the web interface. The emails get sent
to queue members fine with the notes in tact, and the ticket gets
opened in the web interface but there are just no notes there to see.

This seems to coincide with our replacement of sendmail with Exim as
the MTA on the box, however we did that several days ago and it had
been working fine up until yesterday.

Any ideas what might be going on here?

Thanks,
Todd

USER, n.:
The word computer professionals use when they mean “idiot.”
– Dave Barry, “Claw Your Way to the Top”


#2

| All of a sudden tickets being opened by email are showing up empty, i.e.,
| without any content, in the web interface. The emails get sent to queue
| members fine with the notes in tact, and the ticket gets opened in the
| web interface but there are just no notes there to see.
±–>8

Can the user that the web server is running as read the transaction files?

brandon s. allbery [os/2][linux][solaris][japh] allbery@kf8nh.apk.net
system administrator [WAY too many hats] allbery@ece.cmu.edu
electrical and computer engineering KF8NH
carnegie mellon university [“better check the oblivious first” -ke6sls]


#3

At 07:53 AM 3/16/2001, you wrote:>On Thursday, March 15, 2001 21:43:01 -0600, Todd Jagger tj.lists@overland.net wrote:

±----
| All of a sudden tickets being opened by email are showing up empty,
i.e.,
| without any content, in the web interface. The emails get sent to
queue
| members fine with the notes in tact, and the ticket gets opened in
the
| web interface but there are just no notes there to see.
±–>8

Can the user that the web server is running as read the transaction
files?


brandon s.
allbery [os/2][linux][solaris][japh] allbery@kf8nh.apk.net

Hi, thanks for your response,

Yes, it can. That’s kind of what I thought although the oddity was it
was working before.

I figured out what the deal was this morning… There was a problem
with my rc startup sequence that was not letting safe_mysqld completely
finish starting up properly. This is on an sgi and it wasn’t liking
the way I wrote the rc.local script to start safe_mysqld so it was
hanging there (same simple script works on BSD and Linux). I guess
enough was running to open cases but not enough to add content to
them. Once I removed the entry and started mysql manually after boot
everything is normal again. I probably just didn’t do something
correctly in the startup script specific to the sgi.

Thanks again,
Todd


#4

At 09:29 AM 3/16/2001, you wrote:

At 07:53 AM 3/16/2001, you wrote:

±----
| All of a sudden tickets being opened by email are showing up empty,
i.e.,
| without any content, in the web interface. The emails get sent to
queue
| members fine with the notes in tact, and the ticket gets opened in
the
| web interface but there are just no notes there to see.
±–>8

Can the user that the web server is running as read the transaction
files?


brandon s.
allbery [os/2][linux][solaris][japh] allbery@kf8nh.apk.net

Hi, thanks for your response,

Yes, it can. That’s kind of what I thought although the oddity was it
was working before.

I figured out what the deal was this morning… There was a problem
with my rc startup sequence that was not letting safe_mysqld
completely finish starting up properly. This is on an sgi and it
wasn’t liking the way I wrote the rc.local script to start safe_mysqld
so it was hanging there (same simple script works on BSD and
Linux). I guess enough was running to open cases but not enough to
add content to them. Once I removed the entry and started mysql
manually after boot everything is normal again. I probably just
didn’t do something correctly in the startup script specific to the
sgi.

Thanks again,
Todd

Hi again,

Actually what I thought was The Problem wasn’t. It was certainly a
problem but apparently not the cause of the situation detailed in my
original message.

I’m finding the mystery of the empty tickets happening again. We had
no problems for a couple weeks and then I noticed the tickets were
empty again in the web interface. I’m no mysql guru but things looked
okay there. (Is there any logging I can bump up to see what may be
causing this?) I reboot the machine and it logs cases just fine for
another couple weeks then the tickets are empty again. I’m baffled.

FWIW, this is an SGI Indy, 96M memory, Irix 6.5.10, using the SGI
Freeware port of MySQL-3.22.21, RT-1.0.7

Thanks for any help,
Todd


#5

FWIW, I am seeing the exact same problem. it seems to occur between 8pm and
Midnight, server time, not sure if that has anything to do with it, but it
might.

My system is a Pentium III running RedHat 7.0 with mysql-3.23.32

Anyone have any ideas what might be happening?

Jason

Actually what I thought was The Problem wasn’t. It was certainly a
problem but apparently not the cause of the situation detailed in my
original message.

I’m finding the mystery of the empty tickets happening again. We had
no problems for a couple weeks and then I noticed the tickets were
empty again in the web interface. I’m no mysql guru but things looked
okay there. (Is there any logging I can bump up to see what may be
causing this?) I reboot the machine and it logs cases just fine for
another couple weeks then the tickets are empty again. I’m baffled.

FWIW, this is an SGI Indy, 96M memory, Irix 6.5.10, using the SGI
Freeware port of MySQL-3.22.21, RT-1.0.7

Thanks for any help,
Todd


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#6

At 11:13 AM 4/16/2001, Split infinity Tech Support wrote:

FWIW, I am seeing the exact same problem. it seems to occur between
8pm and
Midnight, server time, not sure if that has anything to do with it,
but it
might.

My system is a Pentium III running RedHat 7.0 with mysql-3.23.32

Anyone have any ideas what might be happening?

Jason

Weird. You’re right, it does do it only between certain times. I went
back through the cases and saw the pattern. And I noticed a new case
coming in last night at 10pm that was empty on the web, but this
morning at 8am cases that came in all had notes in their web
tickets. That’s really bizarre.

TJ


#7

sounds like your webserver and mailserver processes have different ideas about
the current timezone.
This design flaw is fixed in RT2On Tue, Apr 17, 2001 at 09:08:38AM -0500, Todd Jagger wrote:

At 11:13 AM 4/16/2001, Split infinity Tech Support wrote:

FWIW, I am seeing the exact same problem. it seems to occur between
8pm and
Midnight, server time, not sure if that has anything to do with it,
but it
might.

My system is a Pentium III running RedHat 7.0 with mysql-3.23.32

Anyone have any ideas what might be happening?

Jason

Weird. You’re right, it does do it only between certain times. I went
back through the cases and saw the pattern. And I noticed a new case
coming in last night at 10pm that was empty on the web, but this
morning at 8am cases that came in all had notes in their web
tickets. That’s really bizarre.

TJ


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#8

sounds like your webserver and mailserver processes have different ideas
about
the current timezone.
This design flaw is fixed in RT2

Would you recommend using RT2 in a production environment or are there
still known bugs that would keep this from being a good idea?

Jason

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#9

At this point, it really depends on your specific scenario and needs.
I can say that I have been using it in production for a small queue (RT bugs)
and not seen dataloss or major hosage. At this point, if you want
to deploy RT2 in production, I’d recommend putting it through its paces
in a local testing environment first. Also note that the rt1 importer
doesn’t exist yet.

    In the two weeks since the release of beta 2, I haven't heard reports 
    reports of 'severe' functionality bugs. That doesn't mean that
    they're not there, though.


    -jOn Thu, Apr 19, 2001 at 10:17:27AM -0700, Split infinity Tech Support wrote:

sounds like your webserver and mailserver processes have different ideas
about
the current timezone.
This design flaw is fixed in RT2

Would you recommend using RT2 in a production environment or are there
still known bugs that would keep this from being a good idea?

Jason


FREE Web Site Monitoring for ALL! 100% FREE!
http://www.ServerRat.com/tag/
Notifies you via: ICQ, AIM and EMAIL!


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