Phantom Reminder

I have a reminder that is owned by ‘Nobody’ that shows up on the front
page when I am logged into the system as root. Clicking on the reminder
link takes me into the ticket under which the reminder was created.

However, when I am in that ticket, no reminders are shown. The ticket
has been resolved, but I tried setting the status back to open just for fun.

When logged in as my normal user, I can’t see the reminder, but when I
log in with 2 different accounts that are superusers, I can see the
reminder on RT at a glance.

How do I make this thing go away?

When I’ve come across an “undeletable” reminder, it has always been the
case that the associated ticket was moved to a different queue after
the reminder was created. Thus the reminder (which is stored in the
same “Tickets” table in the DB) now has a different queue number than
its associated ticket. Changing the queue on the reminder (using SQL)
so that it matches the queue on the ticket should clear up your problem,
if this is what has happened to you as well.

Cheers,
Mike-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of John
Arends
Sent: Tuesday, March 20, 2007 11:16 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Phantom Reminder

I have a reminder that is owned by ‘Nobody’ that shows up on the front
page when I am logged into the system as root. Clicking on the reminder
link takes me into the ticket under which the reminder was created.

However, when I am in that ticket, no reminders are shown. The ticket
has been resolved, but I tried setting the status back to open just for
fun.

When logged in as my normal user, I can’t see the reminder, but when I
log in with 2 different accounts that are superusers, I can see the
reminder on RT at a glance.

How do I make this thing go away?

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I poked around in the database a bit, especially in the Tickets table,
but couldn’t find anything related to reminders. Do you know where I
should be looking?

Michael Finn wrote:

John Arends wrote:

I poked around in the database a bit, especially in the Tickets table,
but couldn’t find anything related to reminders. Do you know where I
should be looking?

Michael Finn wrote:

When I’ve come across an “undeletable” reminder, it has always been the
case that the associated ticket was moved to a different queue after
the reminder was created. Thus the reminder (which is stored in the
same “Tickets” table in the DB) now has a different queue number than
its associated ticket. Changing the queue on the reminder (using SQL)
so that it matches the queue on the ticket should clear up your problem,
if this is what has happened to you as well.

Cheers,
Mike

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of John
Arends
Sent: Tuesday, March 20, 2007 11:16 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Phantom Reminder

I have a reminder that is owned by ‘Nobody’ that shows up on the
front page when I am logged into the system as root. Clicking on the
reminder link takes me into the ticket under which the reminder was
created.

However, when I am in that ticket, no reminders are shown. The ticket
has been resolved, but I tried setting the status back to open just for
fun.

When logged in as my normal user, I can’t see the reminder, but when
I log in with 2 different accounts that are superusers, I can see the
reminder on RT at a glance.

How do I make this thing go away?
I suspect the problem is the Queue bit of the SQL query in
lib/RT/Reminders.pm in Collection (line 88 in 3.6.HEAD).
I’m running without it here and things are better. Still problems
closing a reminder if you don’t have proper perms on
the original queue.

Jeff Voskamp

I found the problem in the database, and the ticket had been moved to
another queue. Changing the queue for the reminder to match solved the
problem.

This is a bug then. If a ticket is moved to another queue, its reminders
should be moved also.

Meanwhile after spending some time in the database I have a better idea
of how RT stores things internally.

Jeff Voskamp wrote:

John Arends wrote:

I found the problem in the database, and the ticket had been moved to
another queue. Changing the queue for the reminder to match solved the
problem.

This is a bug then. If a ticket is moved to another queue, its reminders
should be moved also.

Meanwhile after spending some time in the database I have a better idea
of how RT stores things internally.

Hello All.
I too have experienced this problem (RT 3.6.3) - Reminders that show in the
homepage but not in their ticket when the queue is changed.
I poked around in the code and I found in lib/Reminders.pm, line 43:

my $query = ‘Queue = "’. $self->TicketObj->QueueObj->Name .’" AND Type =
“reminder”’;

and the query explicitally limits the reminders to the ones that are in the same
queue of the ticket. The homepage shows all because the query is different.

Since queue changes happen quite often at my site and we have a number of
’phantom’ reminders.

The most obvious solution seems to simply remove the limiting in the query.
Has anyone had a similar problem / are there any patches for fixing it?

Thanks
Daniele

John Arends wrote:

I found the problem in the database, and the ticket had been moved to
another queue. Changing the queue for the reminder to match solved
the
problem.

This is a bug then. If a ticket is moved to another queue, its
reminders
should be moved also.

Meanwhile after spending some time in the database I have a better
idea
of how RT stores things internally.

Hello All.
I too have experienced this problem (RT 3.6.3) - Reminders that
show in the
homepage but not in their ticket when the queue is changed.
I poked around in the code and I found in lib/Reminders.pm, line 43:

my $query = ‘Queue = "’. $self->TicketObj->QueueObj->Name .’" AND
Type =
“reminder”’;

and the query explicitally limits the reminders to the ones that
are in the same
queue of the ticket. The homepage shows all because the query is
different.

Since queue changes happen quite often at my site and we have a
number of
’phantom’ reminders.

The most obvious solution seems to simply remove the limiting in
the query.
Has anyone had a similar problem / are there any patches for fixing
it?

This seems to be a sane change to me. Ruz, Kevin? It might be
slightly better to move the reminders as you move the ticket from
queue to queue. That would keep the access control in lockstep.

Best,
Jesse

PGP.sig (186 Bytes)

John Arends wrote:

I found the problem in the database, and the ticket had been
moved to
another queue. Changing the queue for the reminder to match
solved the
problem.

This is a bug then. If a ticket is moved to another queue, its
reminders
should be moved also.

Meanwhile after spending some time in the database I have a
better idea
of how RT stores things internally.

Hello All.
I too have experienced this problem (RT 3.6.3) - Reminders that
show in the
homepage but not in their ticket when the queue is changed.
I poked around in the code and I found in lib/Reminders.pm, line 43:

my $query = ‘Queue = "’. $self->TicketObj->QueueObj->Name .’" AND
Type =
“reminder”’;

and the query explicitally limits the reminders to the ones that
are in the same
queue of the ticket. The homepage shows all because the query is
different.

Since queue changes happen quite often at my site and we have a
number of
’phantom’ reminders.

The most obvious solution seems to simply remove the limiting in
the query.
Has anyone had a similar problem / are there any patches for
fixing it?

This seems to be a sane change to me. Ruz, Kevin? It might be
slightly better to move the reminders as you move the ticket from
queue to queue. That would keep the access control in lockstep.

I agree, it would be better to pull the reminders into the new queue.

-kevin