RT-4.4.1 bulk update error

RT Users
1

Hi,

We’ve recently upgraded from RT-4.2.12 to RT-4.4.1.
Right now we get an error when merging tickets into one by bulk update.

The log says:
[3674] [Wed Aug 3 09:59:46 2016] [error]: Group::HasMember was called with an argument that isn’t an RT::Principal or id. It’s recipient@ourdomain.tld is an address RT receives mail at. Adding it as a ‘Requestor’ would create a mail loop (/opt/rt-4.4/sbin/…/lib/RT/Group.pm:1047)
[3674] [Wed Aug 3 09:59:46 2016] [error]: Can’t locate object method “Id” via package “recipient@ourdomain.tld is an address RT receives mail at. Adding it as a ‘Requestor’ would create a mail loop” (perhaps you forgot to load “recipient@ourdomain.tld is an address RT receives mail at. Adding it as a ‘Requestor’ would create a mail loop”?) at /opt/rt-4.4/sbin/…/lib/RT/Record/Role/Roles.pm line 489.

Stack:
[/opt/rt-4.4/sbin/…/lib/RT/Record/Role/Roles.pm:489]
[/opt/rt-4.4/sbin/…/lib/RT/Ticket.pm:1830]
[/opt/rt-4.4/sbin/…/lib/RT/Ticket.pm:1732]
[/opt/rt-4.4/sbin/…/lib/RT/Interface/Web.pm:3580]
[/opt/rt-4.4/share/html/Search/Bulk.html:311]
[/opt/rt-4.4/sbin/…/lib/RT/Interface/Web.pm:696]
[/opt/rt-4.4/sbin/…/lib/RT/Interface/Web.pm:375]
[/opt/rt-4.4/share/html/autohandler:53] (/opt/rt-4.4/sbin/…/lib/RT/Interface/Web/Handler.pm:208)
[3674] [Wed Aug 3 09:59:46 2016] [critical]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/opt/rt-4.4/sbin/…/lib/RT/Interface/Web/Handler.pm:168)

We have this in our RT_SiteConfig.pm:

Set($RTAddressRegexp,qr{^(?:recipient@ourdomain.tld$}i);
Set($CorrespondAddress , ‘recipient@ourdomain.tld’);
Set($CommentAddress , ‘recipient@ourdomain.tld’);

Where RTAddressRegexp was created using “perl etc/upgrade/generate-rtaddressregexp”.

What I’m doing is this:

  • I search tickets by subject that are returned in a list.
  • I select a number of these tickets.
  • I enter the ticket number that I want to merge all the tickets into.
  • I’m not changing anything else and click “Update”.

I’m not an RT nor a Perl wizard, and to me the error doesn’t make much sense.
Can someone please help me diagnose this problem?

Rob

2

Hi,

Hi Rob,

We’ve recently upgraded from RT-4.2.12 to RT-4.4.1.
Right now we get an error when merging tickets into one by bulk update.
[…]
I’m not an RT nor a Perl wizard, and to me the error doesn’t make much sense.
Can someone please help me diagnose this problem?

Thanks for your report. I’ve confirmed this specific failure mode was indeed absent in RT 4.2.12, and present in RT 4.4.0 and RT 4.4.1, and created a ticket in our bug tracker on your behalf: Login

Can you try the following patch and report back on whether it works for you? It did fix the issue for me, but I was replicating the issue in a small test environment. If all goes well the fix will be included in RT 4.4.2.

https://github.com/bestpractical/rt/commit/a99b566793518b051577d685432115140bec85d0.diff

–
Rob

Thanks!
Shawn

signature.asc (801 Bytes)

3

Hi Shawn,

For me the patch works perfectly:

Ticket 51791: Merge Successful
Ticket 51791: Merge Successful
Ticket 51791: Merge Successful
Ticket 51791: Merge Successful
Ticket 51791: Merge Successful
Ticket 51791: Merge Successful
Ticket 51791: Merge Successful
Ticket 51791: Merge Successful
Ticket 51791: Merge Successful
Ticket 51791: Merge Successful

(However, it’s maybe more interesting to see which tickets are merged into what ticket, but I’ll settle for this since it works and it’s out of the scope for this issue. :slight_smile: )

Thanks for the quick fix!

RobFrom: Shawn M Moore [mailto:shawn@bestpractical.com]
Sent: Friday, 5 August 2016 20:14
To: Rob Sterenborg r.sterenborg@netmatch.nl
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT-4.4.1 bulk update error

Hi,

Hi Rob,

We’ve recently upgraded from RT-4.2.12 to RT-4.4.1.
Right now we get an error when merging tickets into one by bulk update.
[…]
I’m not an RT nor a Perl wizard, and to me the error doesn’t make much sense.
Can someone please help me diagnose this problem?

Thanks for your report. I’ve confirmed this specific failure mode was indeed absent in RT 4.2.12, and present in RT 4.4.0 and RT 4.4.1, and created a ticket in our bug tracker on your behalf: Login

Can you try the following patch and report back on whether it works for you? It did fix the issue for me, but I was replicating the issue in a small test environment. If all goes well the fix will be included in RT 4.4.2.

https://github.com/bestpractical/rt/commit/a99b566793518b051577d685432115140bec85d0.diff

–
Rob

Thanks!
Shawn