One particular ticket crashes RT 3.8.7

RT Users
1

Hi guys,

at this stage I’m just hoping to find out where to look, to get more
information. Scenario is:

  • Viewing or comment / replying on a specific ticket causes the page to
    fail. Other tickets are fine.
  • Viewing the same ticket via the mobile interface is OK
  • Emailing the ticket wtih updated comments is OK
  • I haven’t tried CLI yet so can’t comment
  • Upgrading RT isn’t an option right now
  • It isn’t consistent - it doesn’t always fail. Fail rate appears to be
    around 9/10 times

The only logs of note that I can find are:
apache vhost access_log - just shows me that the page got hit e.g.
/Ticket/Update.html?Action=Comment&id=106648
/Ticket/Display.html?id=106648
apache vhost error_log - empty
apache default error log - has:
[Mon Aug 05 12:58:24 2013] [notice] child pid 7013 exit signal Segmentation
faul

these correspond to when i try to view this specific ticket.
Based upon some list emails I saw kicking around last week I’ve added:
Set($LogToSyslog , ‘debug’);
Set($LogToScreen , ‘error’);
Set($LogToFile , undef);
Set($LogDir, ‘/var/log/rt3’);
Set($LogToFileNamed , “rt3.log”); #log to rt.log

to RT_SiteConfig.pm
but… there’s nothing logging to /var/log/rt3
/var/log/debug contains:
Aug 5 13:45:59 sirius RT: We found a merged ticket.106966/106648
Aug 5 13:45:59 sirius RT: We found a merged ticket.106969/106648
Aug 5 13:46:02 sirius RT: We found a merged ticket.106966/106648
Aug 5 13:46:02 sirius RT: last message repeated 35 times
Aug 5 13:46:02 sirius RT: We found a merged ticket.106969/106648
Aug 5 13:46:02 sirius RT: last message repeated 44 times
Aug 5 13:46:02 sirius RT: We found a merged ticket.106966/106648
Aug 5 13:46:02 sirius RT: We found a merged ticket.106969/106648
Aug 5 13:46:02 sirius RT: last message repeated 11 times
Aug 5 13:46:02 sirius RT: We found a merged ticket.106966/106648
/var/log/syslog (ditto)
/var/log/user.log
even more of it…
Aug 5 13:46:02 sirius RT: We found a merged ticket.106966/106648
Aug 5 13:46:21 sirius RT: last message repeated 42 times

Other notes:

  • hitting the page chews a lot of CPU for a long time before finally dieing
  • the ticket is large (a lot of text) but it’s by no means the largest
    ticket we have by an order of magnitude. These other larger tickets are
    fine…

Help! Not sure where I should be looking… Thanks!

Regards,

Chris

2

[Mon Aug 05 12:58:24 2013] [notice] child pid 7013 exit signal Segmentation faul
Set($LogToFile , undef);
Set($LogDir, ‘/var/log/rt3’);
Set($LogToFileNamed , “rt3.log”); #log to rt.log

to RT_SiteConfig.pm
but… there’s nothing logging to /var/log/rt3

There’s nothing in /var/log/rt3 because you told RT not to log
anything to the file. You should touch /var/log/rt3/rt3.log and make
sure your webserver can write to it and then change $LogToFile to the
log level you want - however, you do seem to be getting debugging logs
to syslog so you may not need it (logging the same debug log to
multiple places just slows RT down).

/var/log/debug contains:
Aug 5 13:45:59 sirius RT: We found a merged ticket.106966/106648
Aug 5 13:45:59 sirius RT: We found a merged ticket.106969/106648

How many Tickets in your database have an EffectiveId of 106648?
There’s some performance improvements around merged tickets in 3.8.8.

Usually when folks complain of crashing on old 3.8 tickets with lots
of text, it’s a bug in Text::Quoted or a bug in Perl. Those are both
hard to fix without upgrades though. You would need a lot more
information to show us what broke though.

-kevin