RT 3.6.3 and problem with RT::Action::Notify and NotifyAsComment

RT Users
1

Hi!

I am having a similar problem to dkubilos at oxnardsd posted on

3/1.

Since we upgraded to RT 3.6.3 (running on an Apple Server (OS X

Server 10.4.8), we are having problems with the sending of e-mail when a
comment is posted.

A "Reply" which generates a correspond action, works fine, but

if you click on Comment from the Ticket Display screen, enter a comment
and click Update Ticket, the ticket is updated with the comment but no
mail is generated. Nothing ever hits the mail logs, but in the RT log,
I see the following:

[Tue Mar 13 14:20:16 2007] [error]: Scrip Prepare 8 died. - Can’t locate
object method “new” via package “RT::Action::NotifyAsComment” at
/opt/rt3/lib/RT/ScripAction_Overlay.pm line 177, line 23.

I also see similar errors in the RT log with RT::Action::Notify listed
as the offending package.

I have run make testdeps on our prod machine and everything appears to
be in order.

I have repaired permissions on the server thinking it may have been a
permissions issue.

I have upgraded DBIx::SearchBuilder since I saw this solving a similar
issue.

I am still seeing the error.

Any ideas or directions you can point me in would be greatly
appreciated.

Thanks,

Denny

Dennis P. Gilhooley
State University of New York at Buffalo
Administrative Computing Services email: gilhoole@buffalo.edu
215 MFAC, Ellicott Complex Tel: 716-645-3587 ext. 7006
Buffalo, NY 14261-0016 Fax: 716-645-3588

2

========================================================================

[Tue Mar 13 14:20:16 2007] [error]: Scrip Prepare 8 died. - Can’t locate
object method “new” via package “RT::Action::NotifyAsComment” at
/opt/rt3/lib/RT/ScripAction_Overlay.pm line 177, line 23.

=

I also see similar errors in the RT log with RT::Action::Notify listed
as the offending package.

I have run make testdeps on our prod machine and everything appears to
be in order.

When you start up apache, are there other errors in the logs?

-j

3

Hi Jesse.

I just stopped and restarted Apache and I did not see any error

or warning messages in either the Apache logs or RT logs. However, I
had not done this since I installed a couple of Perl Modules
(DBIx::SearchBuilder) and ran Repair Permissions on the hard drive.
Once I restarted Apache, RT was not working. I was now getting:

[Tue Mar 13 12:08:18 2007] [error] Connect Failed ERROR OCIEnvNlsCreate.
Check ORACLE_HOME env var, NLS settings, permissions, etc.\n at
/opt/rt3/lib/RT.pm line 205\n

I never had to worry about ORACLE_HOME before, but I added the

code to set it to my apachctl script and stopped and restarted Apache
and now RT is running fine. Also, oddly enough, the mail problem I was
seeing is now gone.

I think we must have some deep rooted perl module / permission

issues. We have also been battling double login (you authenticate once,
and then as soon as you click to do anything in RT, you get challenged
again - once you authenticate a second time, you are fine). I would not
be surprised if this is a symptom of this underlying problem as well.

We just got support from Best Practical and hopefully they will

be able to fix this.

For now, it appears that mail is working fine again for us, from

both Correspond and Comment.

Denny-----Original Message-----

From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Tuesday, March 13, 2007 11:28 AM
To: Gilhooley, Dennis
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.3 and problem with RT::Action::Notify and
NotifyAsComment

When you start up apache, are there other errors in the logs?

-j

4

We just got support from Best Practical and hopefully they will
be able to fix this.

That’s me :wink: I’ll keep an eye out for your support ticket as it comes
in.

Best,
Jesse