Taking a ticket leaves owner at 'Nobody'


#1

Hello -

We’ve been running RT for just over 8 years, we are currently running 4.4.3.

In the last 6 - 12 months we are seeing two main issues:

  • Taking an unowned ticket completes successfully, but the owner remains at ‘Nobody in particular’. If you then go into Jumbo and set the owner to the person who took the ticket we receive: " Could not change owner: Group already has member: < username>
    • To fix…someone else has to take the ticket, then assign back to the original person.
  • Similarly, if you go to Jumbo and try to change the Queue, it will say it completes successfully, but afterwards the ticket remains in the original Queue. Setting it to the new queue a second time generally works.

Neither issue occurs 100% of the time, but it seems to be more and more frequently (maybe 10% - 12% of the time).

I can’t say for certain that it started happening with a new RT version (i.e., when we went to 4.4.2 or 4.4.3).

Has anyone else experienced this? Is this a known bug? Is there a fix?

Thanks!

Max


#2

Have you tried to set up logging the debug messages? What do you have in log then? In RT_SiteConfig.pm put the Set($LogToFile , 'debug'); directive. Then the log file is in location specified in Set($LogDir) and Set($LogToFileNamed) variables. Perhaps check the RT_Config.pm for them if you have not set them already.