RT 3.4.2 create ticket, possibly custom field error

Recently I transitioned (not upgraded) from RT 3.0.10 to RT 3.4.2. When
I say transitioned, we performed a fresh install of RT 3.4.2 on a new
server, dumped the database on the old and followed the update
procedures as documented for the database, schema and ACL’s.

All is generally working much better than 3.0.10, except for the
handling of custom fields in some portions of the application.

My specific example today is this scenario:

Create a new ticket in a queue that has custom fields and the
ticket will be created, but a nasty error generated.

Create a new ticket in a queue with no custom fields and
everything works great.

OS: Fedora Core 3
Perl 5.8.5
Searchbuilder 1.27
Full config at http://northpb.com/public/rt-config.txt

Here is the error message that is generated and it’s repeatable.

System error
error: Can’t call method “Id” on an undefined value at
/mp3/tools/rt/lib/RT/Interface/Web.pm line 1118.
context:

1112:
1113: # Build up a list of objects that we want to work with
1114: my %custom_fields_to_mod;
1115: foreach my $arg ( keys %$ARGSRef ) {
1116: if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/ ) {
1117: # For each of those objects, find out what custom fields we want
to work with.
1118: $custom_fields_to_mod{$1}{$2 || $args{‘Object’}->Id}{$3} = 1;
1119: }
1120: }

code stack: /mp3/tools/rt/lib/RT/Interface/Web.pm:1116
/mp3/tools/rt/lib/RT/Interface/Web.pm:1105
/mp3/tools/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3
/mp3/tools/rt/share/html/Elements/Callback:70
/mp3/tools/rt/share/html/Ticket/Display.html:149
/mp3/tools/rt/share/html/Ticket/Create.html:289
/mp3/tools/rt/share/html/autohandler:215

The full error text can be found at
http://northpb.com/public/rt-create-error-8116.txt

I would certainly appreciate any help you can provide.

dano

/mp3/tools/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3

What’s that custom code you’ve installed?

Jesse Vincent wrote:

/mp3/tools/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3

What’s that custom code you’ve installed?

Grumble - I hate it when you catch me :slight_smile:

http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate

So… that patch doesn’t work on 3.2.4?

dano

http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate

The above contributed extension, EditCustomFieldsOnUpdate, as a
CallBack, does not appear to work in RT 3.4.2. Anyone care to volunteer
some help to fix it?

Thanks,

Dan

I have one customer, just one, that when he sends email to
support@domain.com he receives back the message

Permission Denied

In the Apache error_log file is this line:

[Fri Dec 30 18:23:27 2005] [crit]: Permission Denied
(/mp3/tools/rt/lib/RT/Interface/Email.pm:796)

I have tried to debug this and have failed. All other email
addresses/users are able to send email and have tickets opened.

The users groups are:

 * Everyone
 * Unprivileged

The queue in question has these rights:
Everyone
* CommentOnTicket
* CreateTicket
* ReplyToTicket

Here is what I suspect:

I suspect that Email.pm or some method that it calls is doing a case
sensitive lookup of the users email address. The user recently
changed his email address from using uppercase letters to all
lowercase. We are using Postgres in which string comparators
are case sensitive.

Can anyone take a look? I’m willing to experiment with you. You can
aim me at ‘danolj’ if you like.

Thanks,

Dan

This one was a bugger.

The problem was with one single ticket on which the external party was
the requestor.

The ticket was opened in our Dealer support queue. At some point in time
the ticket was transferred to the Finance queue. The requestor tried to
reply to the ticket while it was in the Finance queue - the requestor
does not have permissions on the Finance queue to reply to tickets.

Jesse, Ruslan, others, great software, sorry I bungled the configuration.

Dan

During an installation of RT 3.6.6 on Fedora 8 under Apache 2.x the
dependencies try to install the CPAN module Apache::Request which in
turn wants to build libapreq-1.33 (very very old and not compatible
mod_perl 2.x)

Here’s the text from the dependency checking script

Install module Apache::Request
Going to read /root/.cpan/Metadata
Database was generated on Sat, 26 Apr 2008 23:29:45 GMT
Running install for module Apache::Request
Running make for G/GE/GEOFF/libapreq-1.33.tar.gz
CPAN: Compress::Zlib loaded ok
Checksum for
/root/.cpan/sources/authors/id/G/GE/GEOFF/libapreq-1.33.tar.gz ok
Scanning cache /root/.cpan/build for sizes
Deleting from cache: /root/.cpan/build/libapreq-1.33 (11.3>10.0 MB)

[file listing cut for clarity]

CPAN.pm: Going to build G/GE/GEOFF/libapreq-1.33.tar.gz

Please install mod_perl: 1.25 < version < 1.99

So why is this happening and what should be done about it in order to
get RT 3.6.6 installed?

Thanks,

dan

This was happening because I was using very old installation
instructions and had this test line

perl sbin/rt-test-dependencies --with-postgres --with-modperl1 --install

and it should have read “–with-modperl2”

All is good now. Sorry to bother everyone.

dano

./configure --help

–with-web-handlerOn Mon, Apr 28, 2008 at 2:47 AM, Dan O’Neill rt@northpb.com wrote:

During an installation of RT 3.6.6 on Fedora 8 under Apache 2.x the
dependencies try to install the CPAN module Apache::Request which in
turn wants to build libapreq-1.33 (very very old and not compatible
mod_perl 2.x)

Here’s the text from the dependency checking script

Install module Apache::Request
Going to read /root/.cpan/Metadata
Database was generated on Sat, 26 Apr 2008 23:29:45 GMT
Running install for module Apache::Request
Running make for G/GE/GEOFF/libapreq-1.33.tar.gz
CPAN: Compress::Zlib loaded ok
Checksum for
/root/.cpan/sources/authors/id/G/GE/GEOFF/libapreq-1.33.tar.gz ok
Scanning cache /root/.cpan/build for sizes
Deleting from cache: /root/.cpan/build/libapreq-1.33 (11.3>10.0 MB)

[file listing cut for clarity]

CPAN.pm: Going to build G/GE/GEOFF/libapreq-1.33.tar.gz

Please install mod_perl: 1.25 < version < 1.99


So why is this happening and what should be done about it in order to
get RT 3.6.6 installed?

Thanks,

dan


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Best regards, Ruslan.