Good afternoon all,
We have a major issue with our RT install that has been running great for years. We upgraded from 4.2 to 4.4.4. and we are now receiving errors when one of our scripts runs on status change
The Script is very simple and passes the ID and one custom field to a URL, which then uses the rest API to update the ticket with information from an external server, this has worked well for a long time, Since the upgrade however the script takes about 2 minutes to run (Normally 3 seconds) and we are getting an error about the record being locked in the logs. The values from the script are entered into RT but then are deleted the same second. We checked one previous person who had the same issue but were unable to resolve it. we even went as far as to disable every script except this one so that we could make sure nothing else was modifying the record. The error is below. Any help would me massively appreciated
[error]: Doing Part Lookup 180191 ((eval 1421):7)
[5082] [Tue Nov 5 13:30:23 2019] [warning]: Use of uninitialized value in concatenation (.) or string at (eval 1421) line 8. ((eval 1421):8)
[5080] [Tue Nov 5 13:30:26 2019] [info]: Successful login for automator from 37.9.63.178 (/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:832)
[5078] [Tue Nov 5 13:31:18 2019] [warning]: DBD::mysql::st execute failed: Lock wait timeout exceeded; try restarting transaction at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:586)
[5078] [Tue Nov 5 13:31:18 2019] [warning]: RT::Handle=HASH(0x5629e65f8e78) couldn’t execute the query ‘SELECT * FROM Tickets WHERE id = ? FOR UPDATE’ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 599.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x5629e65f8e78), “SELECT * FROM Tickets WHERE id = ? FOR UPDATE”, 180191) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1234
DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x5629e95f3cd0), “SELECT * FROM Tickets WHERE id = ? FOR UPDATE”, 180191) called at /opt/rt4/sbin/…/lib/RT/Record.pm line 1614
RT::Record::LockForUpdate(RT::Ticket=HASH(0x5629e95f3cd0)) called at /opt/rt4/sbin/…/lib/RT/Record.pm line 1649
RT::Record::_NewTransaction(RT::Ticket=HASH(0x5629e95f3cd0), “Type”, “CustomField”, “Field”, 33, “OldReference”, undef, “NewReference”, …) called at /opt/rt4/sbin/…/lib/RT/Record.pm line 2035
RT::Record::_AddCustomFieldValue(RT::Ticket=HASH(0x5629e95f3cd0), “Field”, RT::CustomField=HASH(0x5629e97153b8), “Value”, “661-07293|SVCIPHONE 7 DISPLAYBLCK/JBLKDH|112.5 \x{a}”) called at /opt/rt4/sbin/…/lib/RT/Record.pm line 1925
RT::Record::AddCustomFieldValue(RT::Ticket=HASH(0x5629e95f3cd0), “Field”, RT::CustomField=HASH(0x5629e97153b8), “Value”, “661-07293|SVCIPHONE 7 DISPLAYBLCK/JBLKDH|112.5 \x{a}”) called at /opt/rt4/local/html/REST/1.0/Forms/ticket/default line 408
HTML::Mason::Commands::ANON(“id”, 180191, “args”, “edit”, “format”, undef, “changes”, HASH(0x5629e985da40)) called at /usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x5629e7215ef0), “id”, 180191, “args”, “edit”, “format”, undef, “changes”, …) called at /usr/share/perl5/HTML/Mason/Request.pm line 1300
eval {…} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, “id”, 180191, “args”, “edit”, “format”, undef, …) called at /opt/rt4/share/html/REST/1.0/dhandler line 299
HTML::Mason::Commands::ANON(“user”, “root”, " KGB: 661-07293| | \x{a}\x{a}CF-Condition Grade: A Grade AMS\x{a}", “”, “content”, “CF-GSX Repair ID: G381887002\x{a}CF-Spare Parts: 661-07293|SVCIPH”…, “pass”, “Wolf4u4u”) called at /usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x5629e6bf27f8), “user”, “root”, " KGB: 661-07293| | \x{a}\x{a}CF-Condition Grade: A Grade AMS\x{a}", “”, “content”, “CF-GSX Repair ID: G381887002\x{a}CF-Spare Parts: 661-07293|SVCIPH”…, “pass”, …) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302
eval {…} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, “user”, “root”, " KGB: 661-07293| | \x{a}\x{a}CF-Condition Grade: A Grade AMS\x{a}", “”, “content”, …) called at /usr/share/perl5/HTML/Mason/Request.pm line 955
HTML::Mason::Request::call_next(RT::Interface::Web::Request=HASH(0x5629e8c97748)) called at /opt/rt4/share/html/REST/1.0/autohandler line 54
HTML::Mason::Commands::ANON(“user”, “root”, " KGB: 661-07293| | \x{a}\x{a}CF-Condition Grade: A Grade AMS\x{a}", “”, “content”, “CF-GSX Repair ID: G381887002\x{a}CF-Spare Parts: 661-07293|SVCIPH”…, “pass”, “Wolf4u4u”) called at /usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x5629e6c041c8), “user”, “root”, " KGB: 661-07293| | \x{a}\x{a}CF-Condition Grade: A Grade AMS\x{a}", “”, “content”, “CF-GSX Repair ID: G381887002\x{a}CF-Spare Parts: 661-07293|SVCIPH”…, “pass”, …) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302
eval {…} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, “user”, “root”, " KGB: 661-07293| | \x{a}\x{a}CF-Condition Grade: A Grade AMS\x{a}", “”, “content”, …) called at /opt/rt4/sbin/…/lib/RT/Interface/Web.pm line 697
RT::Interface::Web::ShowRequestedPage(HASH(0x5629e92060e8)) called at /opt/rt4/sbin/…/lib/RT/Interface/Web.pm line 376
RT::Interface::Web::HandleRequest(HASH(0x5629e92060e8)) called at /opt/rt4/share/html/autohandler line 53
HTML::Mason::Commands::ANON(“content”, “CF-GSX Repair ID: G381887002\x{a}CF-Spare Parts: 661-07293|SVCIPH”…, “pass”, “Wolf4u4u”, “user”, “root”, " KGB: 661-07293| | \x{a}\x{a}CF-Condition Grade: A Grade AMS\x{a}", “”) called at /usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x5629e6659148), “content”, “CF-GSX Repair ID: G381887002\x{a}CF-Spare Parts: 661-07293|SVCIPH”…, “pass”, “Wolf4u4u”, “user”, “root”, " KGB: 661-07293| | \x{a}\x{a}CF-Condition Grade: A Grade AMS\x{a}", …) called at /usr/share/perl5/HTML/Mason/Request.pm line 1300
eval {…} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, “content”, “CF-GSX Repair ID: G381887002\x{a}CF-Spare Parts: 661-07293|SVCIPH”…, “pass”, “Wolf4u4u”, “user”, …) called at /usr/share/perl5/HTML/Mason/Request.pm line 481
eval {…} called at /usr/share/perl5/HTML/Mason/Request.pm line 481
eval {…} called at /usr/share/perl5/HTML/Mason/Request.pm line 433
HTML::Mason::Request::exec(RT::Interface::Web::Request=HASH(0x5629e8c97748)) called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 96
eval {…} called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 96
HTML::Mason::Request::PSGI::exec(RT::Interface::Web::Request=HASH(0x5629e8c97748)) called at /usr/share/perl5/HTML/Mason/Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef, “content”, “CF-GSX Repair ID: G381887002\x{a}CF-Spare Parts: 661-07293|SVCIPH”…, “pass”, “Wolf4u4u”, “user”, “root”, …) called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 59
eval {…} called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 59
HTML::Mason::PSGIHandler::invoke_mason(HTML::Mason::PSGIHandler::Streamy=HASH(0x5629e63a99c8), HASH(0x5629e8cfc320), HASH(0x5629e822e3c0)) called at /usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52
HTML::Mason::PSGIHandler::Streamy::ANON(CODE(0x5629e985aad0)) called at /usr/local/share/perl/5.26.1/Plack/Util.pm line 339
Plack::Util::ANON(CODE(0x5629e9546ac0)) called at /usr/local/share/perl/5.26.1/Plack/Handler/FCGI.pm line 149
Plack::Handler::FCGI::run(Plack::Handler::FCGI=HASH(0x5629e650f210), CODE(0x5629e6563510)) called at /usr/local/share/perl/5.26.1/Plack/Loader.pm line 84
Plack::Loader::run(Plack::Loader=HASH(0x5629e650edf0), Plack::Handler::FCGI=HASH(0x5629e650f210)) called at /usr/local/share/perl/5.26.1/Plack/Runner.pm line 277
Plack::run(RT::PlackRunner=HASH(0x5629ded6e618)) called at /opt/rt4/sbin/…/lib/RT/PlackRunner.pm line 150
eval {…} called at /opt/rt4/sbin/…/lib/RT/PlackRunner.pm line 150