Missing transaction on web interface


#1

Hello. We are missing some e-mail transactions in RT web. Please do you have an idea why?

  1. User corrensponds by e-mail (he reply to autoresponse about new ticket - in both cases)
  2. Admins have e-mails about it with standard template, e-mail headers are ok (it is processed by RT)
  3. There is no such transaction on web RT (admin and selfservice too)
  4. One of that transaction re-opened ticket, but there is nothing about it in history or display page (same like correspond); ticket is in Open state and Updated is updated :slight_smile:

Everything other works fine and we can’t reproduce it for now. But we have two cases in two RT servers - at least… This RT installations works reliable for a years.

Maybe some but in web interface? How to search this transaction in db?

Versions:

Debian 9 stable (up-to-date), upgraded from Debian 8 a ~month ago
RT 4.4.2 from sources
mariadb 10.1.26-0+deb9u1
apache 2.4.25-3+deb9u3
libapache2-mod-fcgid 1:2.3.9-1+b1
perl 5.24.1-3+deb9u2

Logs:

[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-312.2412-6-0@RT1 not sending to requestor1@customer.xx, creator of the transaction, due to NotifyActor setting (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:901)
[28071] [Thu Feb 8 07:19:24 2018] [warning]: Use of uninitialized value in string ne at (eval 588) line 1. ((eval 588):1)
[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-312.2412-6-0@RT1 #2412/71987 - Scrip 6 25 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-312.2412-6-0@RT1 sent Cc: customer1@customer.xx, customer2@customer.xx, customer3@customer.xx (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)
[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-1932.2412-24-0@RT1 #2412/71987 - Scrip 24 31 - SIMPLE admin korespondence (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-1932.2412-24-0@RT1 sent Bcc: admin1@company2.yy, admin2@company2.yy (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)
[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-1879.2412-7-0@RT1 #2412/71987 - Scrip 7 35 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-1879.2412-7-0@RT1 No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:832)
[28071] [Thu Feb 8 07:19:24 2018] [warning]: Use of uninitialized value in string ne at (eval 591) line 9. ((eval 591):9)
[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-902.2412-25-0@RT1 #2412/71990 - Scrip 25 61 - SIMPLE status (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[28071] [Thu Feb 8 07:19:24 2018] [info]: rt-4.4.2-28071-1518074364-902.2412-25-0@RT1 sent Bcc: admin1@company2.yy, admin2@company2.yy (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)

RT2:

[31052] [Thu Feb 8 12:58:30 2018] [info]: rt-4.4.2-31052-1518094710-1616.4832-6-0@RT2 not sending to requestor2@company2.xx, creator of the transaction, due to NotifyActor setting (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:901)
[31052] [Thu Feb 8 12:58:30 2018] [warning]: Use of uninitialized value in string ne at (eval 1114) line 1. ((eval 1114):1)
[31052] [Thu Feb 8 12:58:30 2018] [info]: rt-4.4.2-31052-1518094710-1616.4832-6-0@RT2 #4832/832441 - Scrip 6 25 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[31052] [Thu Feb 8 12:58:30 2018] [info]: rt-4.4.2-31052-1518094710-1616.4832-6-0@RT2 sent Cc: customer11@company2.xx (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)
[31052] [Thu Feb 8 12:58:30 2018] [info]: rt-4.4.2-31052-1518094710-729.4832-21-0@RT2 #4832/832441 - Scrip 21 31 - SIMPLE admin korespondence (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[31052] [Thu Feb 8 12:58:30 2018] [info]: rt-4.4.2-31052-1518094710-729.4832-21-0@RT2 sent Bcc: admin2@company2.xx, admin3@company2.xx, admin1@company2.xx, admin4@company2.xx, admin5@company3.yy, admin6@company2.xx, admin7@company3.yy (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)
[31052] [Thu Feb 8 12:58:30 2018] [info]: rt-4.4.2-31052-1518094710-1816.4832-7-0@RT2 #4832/832441 - Scrip 7 35 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[31052] [Thu Feb 8 12:58:30 2018] [info]: rt-4.4.2-31052-1518094710-1816.4832-7-0@RT2 No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:832)


#2

First case. I found transaction and attachment. In Content of attachment there IS a right text. Why we can’t see it?

MariaDB [rt]> select * from Transactions where id=‘71987’;
±------±-----------±---------±----------±-----------±------±---------±---------±--------------±-------------±-------------±---------------------------------------------------------------------±--------±--------------------+
| id | ObjectType | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | ReferenceType | OldReference | NewReference | Data | Creator | Created |
±------±-----------±---------±----------±-----------±------±---------±---------±--------------±-------------±-------------±---------------------------------------------------------------------±--------±--------------------+
| 71987 | RT::Ticket | 2412 | 0 | Correspond | NULL | NULL | NULL | NULL | NULL | NULL | RE: [RT1 #2412] [Aut. reply]: Some subject
| 923 | 2018-02-08 07:19:24 |
±------±-----------±---------±----------±-----------±------±---------±---------±--------------±-------------±-------------±---------------------------------------------------------------------±--------±--------------------+

MariaDB [rt]> select id,TransactionId,Parent,MessageId,Subject,Filename,ContentType,ContentEncoding,Creator,Created from Attachments where TransactionId=‘71987’;
±------±--------------±-------±----------------------------------------------±--------------------------------------------------------------------±---------±------------±----------------±--------±--------------------+
| id | TransactionId | Parent | MessageId | Subject | Filename | ContentType | ContentEncoding | Creator | Created |
±------±--------------±-------±----------------------------------------------±--------------------------------------------------------------------±---------±------------±----------------±--------±--------------------+
| 53879 | 71987 | 0 | 8ec13c7f-c90e-4640-83d3-e20b5f274180@customer.yy | RE: [RT1 #2412] [Aut. reply]: Some subject | NULL | text/plain | none | 923 | 2018-02-08 07:19:24 |
±------±--------------±-------±----------------------------------------------±--------------------------------------------------------------------±---------±------------±----------------±--------±--------------------+


#3

There were corrupted indexes in DB, fixed by mysqloptimize. We can see all transactions now.

MySQL -> MariaDB / Debian 9