Transaction not being recorded

A problem with transactions not being recorded reared its head in the last day
or two. It appears that when an email is sent from RT it is not being added to
the ticket as a transaction.

Unfortunately, I didn’t have MySQL logging turned on so I don’t have that
evidence to provide. However, I have looked at the mail log and have verified
that emails were processed and have since turned MySQL logging on.

While I’m waiting for further problems to occur so I can provide the query
errors, could anyone provide insight as to why this might be happening?

Mathew

I had hundreds of those “transaction not recorded” errors on our rt
3.4.1 Installation.

I posted multiple times to this and other lists, but nobody replied. It
appears to be a general Problem with rt, making it unreliable and
difficult to use in a production environment.

Luckily rt sends a mail with the problem to the root account.

We routed this account to a public folder in our internal mail system
and set up a team of people keying in the tickets not getting recorded
manually.

Best regards

TH

Mathew Snyder schrieb:

A problem with transactions not being recorded reared its head in the last day
or two. It appears that when an email is sent from RT it is not being added to
the ticket as a transaction.

Unfortunately, I didn’t have MySQL logging turned on so I don’t have that
evidence to provide. However, I have looked at the mail log and have verified
that emails were processed and have since turned MySQL logging on.

While I’m waiting for further problems to occur so I can provide the query
errors, could anyone provide insight as to why this might be happening?

Mathew


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what sql engine are you running ISAM/Innodb ??
I did notice this happening a couple of times since upgrading to 3.6.1
when the system was fairly busy, it seems something is wrong with sql
transactions when creating a ticket , where its not rolling back if it
failed (though I am sure if it should roll back)…
I use Innodb /mysql5 …
I wonder if Jesse or Ruslan have any ideas …
(mentioning names works most of the time :�)

Roy

Tobias Heinz wrote:

Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I’m doing.

And believe me, it was not a silly question…Linux/RT/Perl is a new world to me…there are no “obvious” questions in my book :-)From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Roy El-Hames
Sent: Thursday, January 11, 2007 8:42 AM
To: tobias@formelheinz.de
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Transaction not being recorded

what sql engine are you running ISAM/Innodb ??
I did notice this happening a couple of times since upgrading to 3.6.1
when the system was fairly busy, it seems something is wrong with sql
transactions when creating a ticket , where its not rolling back if it
failed (though I am sure if it should roll back)…
I use Innodb /mysql5 …
I wonder if Jesse or Ruslan have any ideas …
(mentioning names works most of the time :¬)

Roy

Tobias Heinz wrote:

I had hundreds of those “transaction not recorded” errors on our rt
3.4.1 Installation.

I posted multiple times to this and other lists, but nobody replied.
It appears to be a general Problem with rt, making it unreliable and
difficult to use in a production environment.

Luckily rt sends a mail with the problem to the root account.

We routed this account to a public folder in our internal mail system
and set up a team of people keying in the tickets not getting
recorded manually.

Best regards

TH

Mathew Snyder schrieb:

A problem with transactions not being recorded reared its head in the
last day
or two. It appears that when an email is sent from RT it is not
being added to
the ticket as a transaction.

Unfortunately, I didn’t have MySQL logging turned on so I don’t have
that
evidence to provide. However, I have looked at the mail log and have
verified
that emails were processed and have since turned MySQL logging on.

While I’m waiting for further problems to occur so I can provide the
query
errors, could anyone provide insight as to why this might be happening?

Mathew


The rt-users Archives

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Buy a copy at http://rtbook.bestpractical.com

Hmmm…You know, I’m not even sure (some Sys Admin I am, eh? :slight_smile: ).
Looking at my.cnf last night though I noticed that all of the Innodb
related directives were commented out so I could only guess ISAM. If
this is an issue with the DB being under stress while a ticket is
created it may be due to stepping up the backups on it. I went from a
daily sql dump backup to an hourly. I’ll roll that back and see if it
affects anything.

My setup btw is FC5, MySQL5, RT 3.6.1 but I’ve never had this problem
before.

Roy El-Hames wrote:

MY MISTAKE!!! This was a response to a different topic Roy had responded to, sorry!!From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Helmuth Ramirez
Sent: Thursday, January 11, 2007 9:05 AM
To: Roy El-Hames; tobias@formelheinz.de
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Transaction not being recorded

Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I’m doing.

And believe me, it was not a silly question…Linux/RT/Perl is a new world to me…there are no “obvious” questions in my book :slight_smile:

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Roy El-Hames
Sent: Thursday, January 11, 2007 8:42 AM
To: tobias@formelheinz.de
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Transaction not being recorded

what sql engine are you running ISAM/Innodb ??
I did notice this happening a couple of times since upgrading to 3.6.1
when the system was fairly busy, it seems something is wrong with sql
transactions when creating a ticket , where its not rolling back if it
failed (though I am sure if it should roll back)…
I use Innodb /mysql5 …
I wonder if Jesse or Ruslan have any ideas …
(mentioning names works most of the time :¬)

Roy

Tobias Heinz wrote:

I had hundreds of those “transaction not recorded” errors on our rt
3.4.1 Installation.

I posted multiple times to this and other lists, but nobody replied.
It appears to be a general Problem with rt, making it unreliable and
difficult to use in a production environment.

Luckily rt sends a mail with the problem to the root account.

We routed this account to a public folder in our internal mail system
and set up a team of people keying in the tickets not getting
recorded manually.

Best regards

TH

Mathew Snyder schrieb:

A problem with transactions not being recorded reared its head in the
last day
or two. It appears that when an email is sent from RT it is not
being added to
the ticket as a transaction.

Unfortunately, I didn’t have MySQL logging turned on so I don’t have
that
evidence to provide. However, I have looked at the mail log and have
verified
that emails were processed and have since turned MySQL logging on.

While I’m waiting for further problems to occur so I can provide the
query
errors, could anyone provide insight as to why this might be happening?

Mathew


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Buy a copy at http://rtbook.bestpractical.com

Don’t you have to have some condition for a scrip to fire?

Helmuth Ramirez wrote:

Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I’m doing.

And believe me, it was not a silly question…Linux/RT/Perl is a new world to me…there are no “obvious” questions in my book :slight_smile:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Roy El-Hames
Sent: Thursday, January 11, 2007 8:42 AM
To: tobias@formelheinz.de
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Transaction not being recorded

what sql engine are you running ISAM/Innodb ??
I did notice this happening a couple of times since upgrading to 3.6.1
when the system was fairly busy, it seems something is wrong with sql
transactions when creating a ticket , where its not rolling back if it
failed (though I am sure if it should roll back)…
I use Innodb /mysql5 …
I wonder if Jesse or Ruslan have any ideas …
(mentioning names works most of the time :�)

Roy

Tobias Heinz wrote:

I had hundreds of those “transaction not recorded” errors on our rt
3.4.1 Installation.

I posted multiple times to this and other lists, but nobody replied.
It appears to be a general Problem with rt, making it unreliable and
difficult to use in a production environment.

Luckily rt sends a mail with the problem to the root account.

We routed this account to a public folder in our internal mail system
and set up a team of people keying in the tickets not getting
recorded manually.

Best regards

TH

Mathew Snyder schrieb:

A problem with transactions not being recorded reared its head in the
last day
or two. It appears that when an email is sent from RT it is not
being added to
the ticket as a transaction.

Unfortunately, I didn’t have MySQL logging turned on so I don’t have
that
evidence to provide. However, I have looked at the mail log and have
verified
that emails were processed and have since turned MySQL logging on.

While I’m waiting for further problems to occur so I can provide the
query
errors, could anyone provide insight as to why this might be happening?

Mathew


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com




The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati