Serious problem with history ordering in RT 3.2.2

RT Users
1

We are currently having a problem with the ticket history
in RT-3.2.2. The web interface correctly updates the ticket
and send the appropriate E-mail. How ever, if a user sends
an E-mail question to the system, when the RT web interface
sends a correspondance, the last two history items are
duplicated to the end of the History list after the correspondance
update. Has anyone seen this behavior before or know how to
fix it. We are getting really close to going production but this
is a show-stopper.

Yours,
Ken Marshall
Middleware Manager
Rice University

2

We are currently having a problem with the ticket history
in RT-3.2.2. The web interface correctly updates the ticket
and send the appropriate E-mail. How ever, if a user sends
an E-mail question to the system, when the RT web interface
sends a correspondance, the last two history items are
duplicated to the end of the History list after the correspondance
update. Has anyone seen this behavior before or know how to
fix it. We are getting really close to going production but this
is a show-stopper.

As a rough guess without the debugging information we need, your RT
instance is running against a mysql database built without InnioDB
support. That can cause duplicate updates to appear.

3

We are using PostgreSQL for the DB, but upon further investigation
it appears that the odd behavior was produced by one user with a
single desktop mail client and browser trying to simulate the
various reply/comment/correspond/… via both the web interface
and E-mail using several pseudo accounts. If I can reproduce the
problem with actual separate accounts and updates, I will post
again. Thank you for your time.

KenOn Sat, Jan 15, 2005 at 03:45:48PM -0500, Jesse Vincent wrote:

On Sat, Jan 15, 2005 at 01:11:11PM -0600, Kenneth Marshall wrote:

We are currently having a problem with the ticket history
in RT-3.2.2. The web interface correctly updates the ticket
and send the appropriate E-mail. How ever, if a user sends
an E-mail question to the system, when the RT web interface
sends a correspondance, the last two history items are
duplicated to the end of the History list after the correspondance
update. Has anyone seen this behavior before or know how to
fix it. We are getting really close to going production but this
is a show-stopper.

As a rough guess without the debugging information we need, your RT
instance is running against a mysql database built without InnioDB
support. That can cause duplicate updates to appear.

Yours,
Ken Marshall

Middleware Manager
Rice University

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The rt-users Archives

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com