Scrip OnComment triggered when script is resolved

Hi

I have a different behaviour on my new RT instance (3.8.8 debian squeeze) that I didn’t have on the old one (3.6.1 tarball) :

When I solve a ticket, I have the following in the logs :

[Mon Feb 21 15:03:22 2011] [info]: rt-3.8.8-31098-1298300602-1101.28972-7-0@example.org #28972/314283 - Scrip 7 On Comment, notify AdminCCs as Admin-comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

[Mon Feb 21 15:03:22 2011] [info]: rt-3.8.8-31098-1298300602-431.28972-9-0@example.org #28972/314285 - Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

I did not write any comment, only clicked on “Solve” then “update ticket”. The only reason that could explain this, is that I have a default signature, so the comment field is not empty : is that the reason it triggers the “Scrip 7 On Comment, notify AdminCCs as Admin-comment” ??

How could I prevent this while keeping my signature ?

Thanks in advance for your help
Nicolas

Hi

I have a different behaviour on my new RT instance (3.8.8 debian squeeze) that I didn’t have on the old one (3.6.1 tarball) :

When I solve a ticket, I have the following in the logs :

[Mon Feb 21 15:03:22 2011] [info]: rt-3.8.8-31098-1298300602-1101.28972-7-0@example.org #28972/314283 - Scrip 7 On Comment, notify AdminCCs as Admin-comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

[Mon Feb 21 15:03:22 2011] [info]: rt-3.8.8-31098-1298300602-431.28972-9-0@example.org #28972/314285 - Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

I did not write any comment, only clicked on “Solve” then “update ticket”. The only reason that could explain this, is that I have a default signature, so the comment field is not empty : is that the reason it triggers the “Scrip 7 On Comment, notify AdminCCs as Admin-comment” ??

How could I prevent this while keeping my signature ?

Does it happen on 3.8.9? Also, are you using plain text or rich text
editor and do you have anything ‘interesting’ in your signature?

-kevin

Hi

I have a different behaviour on my new RT instance (3.8.8 debian
squeeze) that I didn’t have on the old one (3.6.1 tarball) :

When I solve a ticket, I have the following in the logs :

[Mon Feb 21 15:03:22 2011] [info]:
rt-3.8.8-31098-1298300602-1101.28972-7-0@example.org
#28972/314283 - Scrip 7 On Comment, notify AdminCCs as
Admin-comment
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

[Mon Feb 21 15:03:22 2011] [info]:
rt-3.8.8-31098-1298300602-431.28972-9-0@example.org #28972/314285

  • Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as
    comment
    (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

I did not write any comment, only clicked on “Solve” then “update
ticket”. The only reason that could explain this, is that I have a
default signature, so the comment field is not empty : is that the
reason it triggers the “Scrip 7 On Comment, notify AdminCCs as
Admin-comment” ??

How could I prevent this while keeping my signature ?

Does it happen on 3.8.9? Also, are you using plain text or rich text
editor and do you have anything ‘interesting’ in your signature?

-kevin

I’m curious : why do you ask about 3.8.9 ? Is it just a way to say “you should upgrade the latest stable version” ? Or it might very probably solve my problem ? The point is, I don’t plan any upgrade to this version, as I wish to stay on debian stable…

Otherwise, my signature is in plain text, and the editor has the possibility to let user write some “formatted” text, but as I don’t write any comment, I don’t touch the editor field at all.
What do you mean by “anything interesting” in my signature ? it’s only my contact info, and I’d prefer to keep it, since I’m not the only user, and some people NEED to have their signature in the email…

Thanks for your help
Nicolas

Hi

I have a different behaviour on my new RT instance (3.8.8 debian
squeeze) that I didn’t have on the old one (3.6.1 tarball) :

When I solve a ticket, I have the following in the logs :

[Mon Feb 21 15:03:22 2011] [info]:
rt-3.8.8-31098-1298300602-1101.28972-7-0@example.org
#28972/314283 - Scrip 7 On Comment, notify AdminCCs as
Admin-comment
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

[Mon Feb 21 15:03:22 2011] [info]:
rt-3.8.8-31098-1298300602-431.28972-9-0@example.org #28972/314285

  • Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as
    comment
    (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

I did not write any comment, only clicked on “Solve” then “update
ticket”. The only reason that could explain this, is that I have a
default signature, so the comment field is not empty : is that the
reason it triggers the “Scrip 7 On Comment, notify AdminCCs as
Admin-comment” ??

How could I prevent this while keeping my signature ?

Does it happen on 3.8.9? Also, are you using plain text or rich text
editor and do you have anything ‘interesting’ in your signature?

-kevin

I’m curious : why do you ask about 3.8.9 ? Is it just a way to say
"you should upgrade the latest stable version" ? Or it might very
probably solve my problem ? The point is, I don’t plan any upgrade
to this version, as I wish to stay on debian stable…

There have been multiple bugfixes related to signature handling since
3.8.7 was released more than a year ago. I was under the impression
that Debian stable (the new stable) had 3.8.8 while oldstable was
still 3.6

Otherwise, my signature is in plain text, and the editor has the
possibility to let user write some “formatted” text, but as I don’t
write any comment, I don’t touch the editor field at all.
What do you mean by “anything interesting” in my signature ? it’s
only my contact info, and I’d prefer to keep it, since I’m not the
only user, and some people NEED to have their signature in the
email…

high bit characters, anything other than letters or numbers
But again, there have been many bugfixes on that code since 3.8.7
Does this still happen if you remove your signature temporarily?

If all you want to do is Resolve a ticket, click on Basics and resolve
it there, you’ll skip the Comment screen. That should help until you
can test coming up to a newer version.

-kevin

I’m curious : why do you ask about 3.8.9 ? Is it just a way to say
"you should upgrade the latest stable version" ? Or it might very
probably solve my problem ? The point is, I don’t plan any upgrade
to this version, as I wish to stay on debian stable…

There have been multiple bugfixes related to signature handling since
3.8.7 was released more than a year ago. I was under the impression
that Debian stable (the new stable) had 3.8.8 while oldstable was
still 3.6

Just to note: if any request-tracker3.8 Debian users do have particular
issues with the version in stable, feel free to file them in the Debian
BTS, especially with information about fixed upstream versions if you
have it. I can’t promise that they’ll be fixed in Debian stable, but
I am considering cherry-picking some issues for a point-release
(subject to the stable update policies).

Cheers,
Dominic.

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

signature.asc (198 Bytes)

high bit characters, anything other than letters or numbers
But again, there have been many bugfixes on that code since 3.8.7
Does this still happen if you remove your signature temporarily?

If all you want to do is Resolve a ticket, click on Basics and resolve
it there, you’ll skip the Comment screen. That should help until you
can test coming up to a newer version.

OK, I made both tests :

  • If I go to basics, and set the state to “Resolved”, only the right scrip is triggered.
  • If I remove my signature in the editor, then “Resolve”, agin, only the resolve scrip is triggered.

–> The problem must be within the signature.
FYI, it looks like this :

Nicolas GUIOT
My Company - My Unit
My Adresss/Location - street
12345 CITY - COUNTRY
Tel : (+00) 1 22 33 44 55
Fax : (+00) 1 22 33 44 55

I made the test on my “upgraded” DB (from 3.6.1 prod to 3.8.8 debian), and also on a brand new 3.8.8 debian, with empty DB.

Just to note: if any request-tracker3.8 Debian users do have
particular issues with the version in stable, feel free to file them
in the Debian BTS, especially with information about fixed upstream
versions if you have it. I can’t promise that they’ll be fixed in
Debian stable, but I am considering cherry-picking some issues for a
point-release (subject to the stable update policies).

Cheers,
Dominic.

Before going to the Debian BTS, I’d prefer locate the issue, if it’s upstream or not. If we all agree it’s a debian specific issue, I’d be glad to report my first “bug” ever :wink:

Now,

  • how can I be sure this problem comes from debian ? (then I’ll report it)
  • Is there a way to solve the problem on my setup ?

Bye
Nicolas

Just to note: if any request-tracker3.8 Debian users do have
particular issues with the version in stable, feel free to file them
in the Debian BTS, especially with information about fixed upstream
versions if you have it. I can’t promise that they’ll be fixed in
Debian stable, but I am considering cherry-picking some issues for a
point-release (subject to the stable update policies).

Before going to the Debian BTS, I’d prefer locate the issue, if it’s upstream or not. If we all agree it’s a debian specific issue, I’d be glad to report my first “bug” ever :wink:

There’s nothing wrong with your approach, but don’t forget that the
Debian BTS can be used to record information about upstream bugs of
relevance to Debian users too; if an upstream bug is reported there is
means that it affects Debian users and the package maintainer can decide
whether any specific work is required to resolve the issue for Debian
users.

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

signature.asc (198 Bytes)

high bit characters, anything other than letters or numbers
But again, there have been many bugfixes on that code since 3.8.7
Does this still happen if you remove your signature temporarily?

If all you want to do is Resolve a ticket, click on Basics and resolve
it there, you’ll skip the Comment screen. That should help until you
can test coming up to a newer version.

OK, I made both tests :

  • If I go to basics, and set the state to “Resolved”, only the right scrip is triggered.
  • If I remove my signature in the editor, then “Resolve”, agin, only the resolve scrip is triggered.

This points to an encoding bug in the RichText editor
If you change to the plain text editor and leave your Signature on,
does it still trigger a comment?

–> The problem must be within the signature.
FYI, it looks like this :

Nicolas GUIOT
My Company - My Unit
My Adresss/Location - street
12345 CITY - COUNTRY
Tel : (+00) 1 22 33 44 55
Fax : (+00) 1 22 33 44 55

Do any of those elided lines contain 8bit characters? I think there
was an open bug about someone whose name contained ë and the rich text
editor escaping that in a way that RT didn’t handle properly.

-kevin

high bit characters, anything other than letters or numbers
But again, there have been many bugfixes on that code since 3.8.7
Does this still happen if you remove your signature temporarily?

If all you want to do is Resolve a ticket, click on Basics and
resolve it there, you’ll skip the Comment screen. That should
help until you can test coming up to a newer version.

OK, I made both tests :

  • If I go to basics, and set the state to “Resolved”, only the
    right scrip is triggered.
  • If I remove my signature in the editor, then “Resolve”, agin,
    only the resolve scrip is triggered.

This points to an encoding bug in the RichText editor
If you change to the plain text editor and leave your Signature on,
does it still trigger a comment?

–> The problem must be within the signature.
FYI, it looks like this :

Nicolas GUIOT
My Company - My Unit
My Adresss/Location - street
12345 CITY - COUNTRY
Tel : (+00) 1 22 33 44 55
Fax : (+00) 1 22 33 44 55

Do any of those elided lines contain 8bit characters? I think there
was an open bug about someone whose name contained ë and the rich text
editor escaping that in a way that RT didn’t handle properly.

-kevin

OK, I switched to plain text editor, kept my signature, and everything is OK.

Source of the problem seems to be the Rich Text editor.

I tried to change my signature: 1 line, then 2,3,4,5,6 lines : everything is OK. Back to my original signature, then error again.

And no, my signature has only “basic” character, no accent, anything.
In my signature, I have 167 characters (according to wc -m), small and big letters, numbers and the following signs : -./:+()

Nicolas

OK, I switched to plain text editor, kept my signature, and everything is OK.

Source of the problem seems to be the Rich Text editor.

I tried to change my signature: 1 line, then 2,3,4,5,6 lines : everything is OK. Back to my original signature, then error again.

And no, my signature has only “basic” character, no accent, anything.
In my signature, I have 167 characters (according to wc -m), small and big letters, numbers and the following signs : -./:+()

It would be really helpful to know which one (or more) of those
signs is being escaped. That would make a bug report much clearer.

-kevin

OK, I switched to plain text editor, kept my signature, and
everything is OK.

Source of the problem seems to be the Rich Text editor.

And no, my signature has only “basic” character, no accent,
anything. In my signature, I have 167 characters (according to wc
-m), small and big letters, numbers and the following signs :
-./:+()

It would be really helpful to know which one (or more) of those
signs is being escaped. That would make a bug report much clearer.

-kevin

Found the guilty : “(” and ")"
As soon as I removed them form my signature, it worked.

OK, I switched to plain text editor, kept my signature, and
everything is OK.

Source of the problem seems to be the Rich Text editor.

And no, my signature has only “basic” character, no accent,
anything. In my signature, I have 167 characters (according to wc
-m), small and big letters, numbers and the following signs :
-./:+()

It would be really helpful to know which one (or more) of those
signs is being escaped. That would make a bug report much clearer.

-kevin

Found the guilty : “(” and ")"
As soon as I removed them form my signature, it worked.

Ok, great. Would you file a big (mail to rt-bugs at
bestpractical.com) - make sure you mention that you’re running 3.8.7,
It’d be nice to know if this was fixed between 3.8.7 and 3.8.9 also

-kevin

OK, I switched to plain text editor, kept my signature, and
everything is OK.

Source of the problem seems to be the Rich Text editor.

And no, my signature has only “basic” character, no accent,
anything. In my signature, I have 167 characters (according to
wc -m), small and big letters, numbers and the following signs :
-./:+()

It would be really helpful to know which one (or more) of those
signs is being escaped. That would make a bug report much
clearer.

-kevin

Found the guilty : “(” and ")"
As soon as I removed them form my signature, it worked.

Ok, great. Would you file a big (mail to rt-bugs at
bestpractical.com) - make sure you mention that you’re running 3.8.7,
It’d be nice to know if this was fixed between 3.8.7 and 3.8.9 also

-kevin

I filled a bug report on debian :
http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=614909

I don’t have enough spare machine to test on tarball packages…

Nicolas

Found the guilty : “(” and ")"
As soon as I removed them form my signature, it worked.

Ok, great. Would you file a big (mail to rt-bugs at
bestpractical.com) - make sure you mention that you’re running 3.8.7,
It’d be nice to know if this was fixed between 3.8.7 and 3.8.9 also

I filled a bug report on debian :
http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=614909

I don’t have enough spare machine to test on tarball packages…

I’ve asked the debian maintainer to send it upstream when he has a
chance.

-kevin