Tickets with Owner= (no value)

Good morning,

Yesterday I removed a user (within MySQL) had several assigned
tickets. Now these have Owner= (no value).

I have tested next:

1.- MySQL query, but I cannot select because Owner= (no value)
2.- In RT: new Search / Batch update / (I cannot because RT says
"Only you can assign tickets that they haven’t Owner or it’s
Nobody")

Could I tell me how I assign the new owner?

Best regards,

ALBERTO VILLANUEVA DEL VAL
Consultant
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
Campezo Street, 1- 28022 - Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es

Alberto,

When you say you removed a user via MySQL do you mean you merely 

dropped the record from the USERS Table?

Kenn
LBNLOn 6/3/2009 1:55 AM, Alberto Villanueva wrote:

Good morning,

Yesterday I removed a user (within MySQL) had several assigned
tickets. Now these have Owner= (no value).

I have tested next:

1.- MySQL query, but I cannot select because Owner= (no value)
2.- In RT: new Search / Batch update / (I cannot because RT says
"Only you can assign tickets that they haven’t Owner or it’s
Nobody")

Could I tell me how I assign the new owner?

Best regards,

ALBERTO VILLANUEVA DEL VAL
Consultant


Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
Campezo Street, 1- 28022 - Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es


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Alberto,

If you removed the owners of a ticket by removing those user records 

from the USERS Table, then you will NEVER find those owners, nor will
you be able to change the owner on those tickets that point to the
removed UserId. The reason is that RT has several Tables that are
updated when a Ticket gets an owner. RT cannot replace an owner on a
ticket if it can’t find the old one. RT tries to find the old one so it
can remove him from group membership in the “owner” role for that
ticket. This is just one reason why it is NEVER a good idea to remove a
User from the DataBase manually.
The problem now is that you have several tickets that have an ID in
the owner field that points to a User record that does /not/ exist. VERY
BAD! If you take a look at the history for any of those tickets, you
will see that the history display stops with an error when it tries to
find that (removed) UserId to show when they became an owner.
I’m not sure if Ruslan or any of the other RT gurus have any
recovery SQL that you can use. If they do not, I have some SQL code that
will do the job, but it will be a process of steps for EACH User you
removed from the DataBase. If no one from RT can help you with this,
then let me know and I’ll send you my SQL code/process and explain it to
you so you can fix your DataBase.

Kenn
LBNLOn 6/3/2009 10:17 AM, Alberto Villanueva wrote:

Dear Ken,

Nowadays, I have several tickets without owner. I have search some
queries, and I see tickets on RT with Owner no value. And I cannot
assign a new owner. why can I do that?

Now I have run some simple queries :slight_smile: and I have the old ID (user),
so I will be able to update these tickets :slight_smile:

My question is: do I have to update all tables (Principals, Groups,
…) with the new user’s ID? If the answer is YES, I’ll try it
tomorrow ;-). Else, explain me it, please.

thanks a lot! :wink:

Best regards,

ALBERTO VILLANUEVA DEL VAL
Consultant


Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
Campezo Street, 1- 28022 - Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es

------------------------------------------------------------------------
*De:* Ken Crocker [mailto:kfcrocker@lbl.gov]
*Enviado el:* mi�rcoles, 03 de junio de 2009 18:59
*Para:* Alberto Villanueva
*Asunto:* Re: [rt-users] Tickets with Owner= (no value)

Alberto,

    You're database is now out of sync. Did you remember to remove
the appropriate records from the PRINCIPLALS, GROUPS,
GROUIPMEMBERS, CACHEDGROUPMEMBERS, ACL, ATTACHMENTS, &
TRANSACTIONS Tables as well as the ACLEquivilence record from the
USERS Table? All these records are tied to the user that is an
owner of a ticket. Removing Users manually from the DataBase is
highly discouraged. Now, if you can go back and see what the ID
was for that particular User record, you will need to re-create
it. If not, then you will have to go thru several SQL steps to
create the User all over again and then link that User ID to all
the records that WERE linked to the old UserID. Let me know what
your situation is. I've gone thru this several times and have my
own set of SQL that keeps all these table records in sync.

Kenn
LBNL

On 6/3/2009 9:36 AM, Alberto Villanueva wrote:
Alberto,
Hi,
    When you say you removed a user via MySQL do you mean you 
merely dropped the record from the USERS Table?
Yes, only I dropped it from USERS table. I had a "little" error
:( :(

Any idea? :S

Thanks!
Kenn
LBNL

On 6/3/2009 1:55 AM, Alberto Villanueva wrote:
Good morning,

Yesterday I removed a user (within MySQL) had several
assigned
tickets. Now these have Owner= (no value).

I have tested next:

1.- MySQL query, but I cannot select because Owner= (no
value)
2.- In RT: new Search / Batch update / (I cannot because RT
says
"Only you can assign tickets that they haven't Owner or it's
Nobody")

Could I tell me how I assign the new owner?

Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultant
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1 
Campezo Street, 1- 28022 - Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es
  

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