Problem with visibilty of several tickets

Hi2all,
we upgraded RT system from version 2.x to 3.6.1 several months ago. Now,
occasionally we have problems with some tickets. In web interface we can
see only the first (initial) message - even the RT admin with all
privileges. All messages sent to these tickets are stored in database
and are correctly send by mail to all persons associated with these
tickets. The only problem is with visibility in the web interface. The
moving ticket to other queue doesn’t help. Does anyone has such
experience? We didn’t find any common features of these tickets -
different requestor, queues, attachements (if any), … No lead :frowning:

RT version: 3.6.1-3~bpo.1 (debian package)
DB backend: local MySQL 5.0.32-7etch1 (debian package)
Tickets in RT over 73 thousand
Affected tickects: 8-10 in past 4 months

Any suggestions?
Thanks,
Petr Grolmus

Hi,
this problem persist, but now I’m able to describe how this "invisible"
tickets have been created. If you simetime cut and paste the part of MS
Excel table (I guess openoffice calc also) and send it to RT or
insert it in RT web-form of new or existing ticket (comment or reply),
so since then RT will NOT display this message and any other further
messages of this ticket. The same problem is with mail attachements. You
can try download this file
(http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and
add in RT as an attachment. In my environment it works for 100%.

This behavior is a litlle bit annoying :frowning: Does anyone has the same
problem? Or better - solution? :slight_smile:

Thanks,
Petr Grolmus

Hi,
this problem persist, but now I’m able to describe how this "invisible"
tickets have been created. If you simetime cut and paste the part of MS
Excel table (I guess openoffice calc also) and send it to RT or
insert it in RT web-form of new or existing ticket (comment or reply),
so since then RT will NOT display this message and any other further
messages of this ticket. The same problem is with mail attachements. You
can try download this file
(http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and
add in RT as an attachment. In my environment it works for 100%.

This behavior is a litlle bit annoying :frowning: Does anyone has the same
problem? Or better - solution? :slight_smile:

This looks like the old Text::Quoted bug.

Uninstall Text::Quoted or upgrade it to latest version should fix your
problem.

I had a similar problem, which was fixed by upgrading Text::Quoted from 2.02 to
2.05.

http://lists.bestpractical.com/pipermail/rt-users/2008-May/051841.html

Hope this helps,

Rich

this problem persist, but now I’m able to describe how this "invisible"
tickets have been created. If you simetime cut and paste the part of MS
Excel table (I guess openoffice calc also) and send it to RT or
insert it in RT web-form of new or existing ticket (comment or reply),
so since then RT will NOT display this message and any other further
messages of this ticket. The same problem is with mail attachements. You
can try download this file
(http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and
add in RT as an attachment. In my environment it works for 100%.

This behavior is a litlle bit annoying :frowning: Does anyone has the same
problem? Or better - solution? :slight_smile:

It’s probably Perl segfaulting in Text::Tabs. There should be some
traces about this in the apache error.log.

This is what was briefly in NOTES.Debian until a newer version
of libtext-quoted-perl (2.04, I believe) worked around it and
a newer version of Perl itself (5.10.0) fixed it:

INCOMPLETE DISPLAY OF TICKET CONTENTS

If you can’t see all the content of your tickets, you may be hitting
a Perl bug that makes it crash with some UTF-8 data sequences.
See http://rt.perl.org/rt3/Public/Bug/Display.html?id=40989 .
Starting with 3.6.3, a workaround is to remove the libtext-quoted-perl
package. Another workaround is to copy
/usr/share/request-tracker3.6/html/Ticket/Elements/ShowTransactionAttachments
into
/usr/local/share/request-tracker3.6/html/Ticket/Elements/ShowTransactionAttachments
and comment out the Text::Quoted call in the local copy.

HTH,
Niko Tyni ntyni@debian.org