Ticket replies bringing up wrong attachments?

It was just brought to my attention that very infrequently, when a user
replies to a ticket in the Web interface, the /wrong/ attachment is used.

i.e. A customer (we’re an ISP) submits a ticket to support@sentex.net. One
of our CSRs takes the ticket, hits reply, types his reply, and hits Submit.
Unfortunately, the quoted body is from the /wrong/ ticket.

I’m not sure if this goes back to an rt2-to-rt3 problem (we used 1.14, I
think).

I also don’t know what I’m looking for in the database. The ticket that
wrongly quoted was 39233, and the ticket that had its content quoted was
33658.

39233 is a MIME message, with a text/plain and a text/html attachment. I
can reliably hit ‘Reply’ on the /first/ attachment on the web interface, and
always bring up the /second/ attachment from 33658.

Help? Please? Even pointers as to what to look for in the database (MySQL
4.x) would help me.

Did you upgrade from RT2? If so, with which rev of the importer?On Wed, Aug 06, 2003 at 05:20:01PM -0400, freebsd@coal.sentex.ca wrote:

It was just brought to my attention that very infrequently, when a user
replies to a ticket in the Web interface, the /wrong/ attachment is used.

i.e. A customer (we’re an ISP) submits a ticket to support@sentex.net. One
of our CSRs takes the ticket, hits reply, types his reply, and hits Submit.
Unfortunately, the quoted body is from the /wrong/ ticket.

I’m not sure if this goes back to an rt2-to-rt3 problem (we used 1.14, I
think).

I also don’t know what I’m looking for in the database. The ticket that
wrongly quoted was 39233, and the ticket that had its content quoted was
33658.

39233 is a MIME message, with a text/plain and a text/html attachment. I
can reliably hit ‘Reply’ on the /first/ attachment on the web interface, and
always bring up the /second/ attachment from 33658.

Help? Please? Even pointers as to what to look for in the database (MySQL
4.x) would help me.


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Thus spake Jesse Vincent (jesse@bestpractical.com) [06/08/03 17:26]:

Did you upgrade from RT2? If so, with which rev of the importer?

Yes. My original post was wrong, it was actually 1.13.

Thus spake freebsd@coal.sentex.ca (freebsd@coal.sentex.ca) [06/08/03 17:27]:

Thus spake Jesse Vincent (jesse@bestpractical.com) [06/08/03 17:26]:

Did you upgrade from RT2? If so, with which rev of the importer?

Yes. My original post was wrong, it was actually 1.13.

Some more information…

We have two cases where this happens. One is 39165->33582, the other is
39233->33658. In both cases, the problematic ticket was created after the
migration, and refers to a ticket that was created before the migration.

I have not been able to find any other commonalities between the two sets of
tickets.

Thus spake freebsd@coal.sentex.ca (freebsd@coal.sentex.ca) [06/08/03 19:32]:

We have two cases where this happens. One is 39165->33582, the other is
39233->33658. In both cases, the problematic ticket was created after the
migration, and refers to a ticket that was created before the migration.

I have not been able to find any other commonalities between the two sets of
tickets.

I just found one more pair – 38989->33441. This one’s a little more
obtuse…

A comment was made in the middle of ticket 38989 that brough up the initial
correspondance from 33441. The quoting line (the portion between []'s)
actually has the right username (i.e. the username of the portion that
/should/ have been quoted from 38989) and timestamp, but the incorrect
quoted text – that from 33441.

Again, any pointers, suggestions, or requests for information? Is this a
(now) known problem with the 1.13 importer, and are we just SOL?

Known bug. Fixed in more recent importers. A first-cut tool to attempt
to fix it for an existing imported database is at:

http://rt3.fsck.com/Ticket/Display.html?id=2709

login as guest/guestOn Wed, Aug 06, 2003 at 07:32:23PM -0400, freebsd@coal.sentex.ca wrote:

Thus spake freebsd@coal.sentex.ca (freebsd@coal.sentex.ca) [06/08/03 17:27]:

Thus spake Jesse Vincent (jesse@bestpractical.com) [06/08/03 17:26]:

Did you upgrade from RT2? If so, with which rev of the importer?

Yes. My original post was wrong, it was actually 1.13.

Some more information…

We have two cases where this happens. One is 39165->33582, the other is
39233->33658. In both cases, the problematic ticket was created after the
migration, and refers to a ticket that was created before the migration.

I have not been able to find any other commonalities between the two sets of
tickets.


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

http://www.bestpractical.com/rt – Trouble Ticketing. Free.