RTIR / can't open tickets

RT Users
#1

Hello,

I am displaying RTIR subpage, see few tickets but i cant open it, nothing happens after clicking.
The same tickets from RT page are accessible.

When create manually new “Incident report” I am able to see the summary but after closing it there is no return, except go to direct link copied from summary page.

Strange thing i noticed is the url when i point “unaccessible” ticket - http://127.0.0.1/RTIR/

I have fresh installation od RTIR 5.X on debian 10.

Strange behavior? Maybe I don’t understand how it works?

rtir_url
rtir_url1920×1030 269 KB

Looking forward for help!

Emil.

Bug on RT after 5.0.2 upgrade
#2

it is just workaround but for some reason standalone rt-server works fine.
/opt/rt5/sbin/rt-server --port 80

03_standalone
03_standalone1680×1010 229 KB

#3

next hint
If I restart apache2.service and refresh subpage RTIR the ticket is accessible
but only for the first hit from restart

04_after_restart_apache
04_after_restart_apache1320×912 205 KB

04_debug
04_debug1295×907 202 KB

#4

i made another rt + ir this time 4.4 version
the same situation except that even if i restart apache2 still cant go into ticket.

Please help somebody!

#5

setup with nginx instead of apache2 - issue still exist

#6

I have the same problem in ubuntu 20 server - no idea how resolve it :frowning:

#7

The solution is to compile rt from branch 5.0/fix-clear-mason-cache

#8

Thank you - I’m newbie in RT can you write a little bit more how I can do it?

#9

I am newbie too :slight_smile:
According to ManualInstallation - Request Tracker Wiki
change source from “https://download.bestpractical.com/pub/rt/release/rt-5.0.2.tar.gz”
to “https://github.com/bestpractical/rt/tree/5.0/fix-clear-mason-cache”

#10

having the same problem, is this the only solution? will this reset the db and configs?

#11

I did the downgrade, to the 5.0/fix-clear-mason-cache, on my test machine and now it shows v3.9.exported, is this something i need to worry about or am i safe to downgrade my prod machine? Guess downgrading isn’t suposedly part of the dev plans.

image

#12

Instead of downgrading, can you just apply the patch from that clear mason cache branch?

#13

are you referring to the last commit of that brance? I’m not sure if the last commit is the only difference or the thing that really fixed it

#14

Looking quickly it seems like there are 4 commits to grab or format into one patch. Then when you upgrade again in the future, if this branch is merged into 5.0-trunk and included in the next release, you don’t have to do anything with patching

1 Like
#15

Seems to have worked correctly.
To those in the same position:
Check the differences between your version and the fix-clear-mason-cache branch, in my case was version 5.0.2: https://github.com/bestpractical/rt/compare/rt-5.0.2...5.0/fix-clear-mason-cache?diff=unified
Go to Files Changed.
Check the path on github and the same files should be at your host’s /opt/rt5/ if you used the default install location.
Make a backup copy of the changed file and download the changed version, … → View File → Raw version and download.
After replacing all the changed files with the version from the fix-clear-mason-cache branch, restart apache2: systemctl restart apache2
Should be good now.