Ticket links missing after upgrade of RT server.

[Jason A. Smith]

I am in the process of preparing a new upgraded RT server and after
dumping our current DB, loading it into the new test RT server and
following the DB upgrade procedures, everything seems to look okay,
except for missing ticket links.  When I try to display an old ticket
that should have a link to another ticket, no link is shown in the Link
box and I get this error message in my server logs:

Oct  9 11:32:03 rt01 RT: Resolver RT::URI::fsck_com_rt could not parse
fsck.com-rt://rt-racf.bnl.gov/ticket/14072
(/usr/lib/perl5/vendor_perl/5.8.8/RT/URI.pm:147)

I even see in the transaction history the point where the link was made,
but the transaction message is also missing some info.  On the new RT
server this transaction message is displayed:

user - Reference by added


while on the old RT server, I see the correct info:

user - Reference by ticket #14072 added


I tried searching for help with this problem, but only found previous
cases of people having the same problem after an upgrade, but no
response to their queries.

I tested making links in the new RT server and that seems to be working
just fine.  There is just something wrong with the links in old tickets
before the DB upgrade.  Anyone know what could be wrong?

~Jason


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[Jesse Vincent]

On Fri, Oct 09, 2009 at 11:44:44AM -0400, Jason A. Smith wrote:
> I am in the process of preparing a new upgraded RT server and after
> dumping our current DB, loading it into the new test RT server and
> following the DB upgrade procedures, everything seems to look okay,
> except for missing ticket links.  When I try to display an old ticket
> that should have a link to another ticket, no link is shown in the Link
> box and I get this error message in my server logs:

At a quick guess, you changed your $Organization. You should not do
that.
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[Jason A. Smith]

On Fri, 2009-10-09 at 11:46 -0400, Jesse Vincent wrote:

>
> On Fri, Oct 09, 2009 at 11:44:44AM -0400, Jason A. Smith wrote:
> > I am in the process of preparing a new upgraded RT server and after
> > dumping our current DB, loading it into the new test RT server and
> > following the DB upgrade procedures, everything seems to look okay,
> > except for missing ticket links.  When I try to display an old ticket
> > that should have a link to another ticket, no link is shown in the Link
> > box and I get this error message in my server logs:
>
> At a quick guess, you changed your $Organization. You should not do
> that.

Yup, that was it, typo there.  I thought it was probably something in
the config and I double checked my rtname and some other things, just
forgot about that one.

Thanks,
~Jason


--
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4@... |
|  Atlas Computing Facility, Bldg. 510M    Phone: [phone]  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   [phone]  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/



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[Burg, Mr. R (Ron) van den]

If you want to change $Organization (or have changed it in the passed
and think you may have links *before* the change), you may follow the
instructions below.

PLEASE BE CAREFUL AND ONLY DO THIS IF YOU UNDERSTAND THE CONSEQUENCES

Change $Organization in RT_SiteConfig.pm. In the text below, replace
OLDORGANIZATION and NEWORGANIZATION with what you changed here.
Restart you web server

FOR MYSQL
start mysql prompt
#mysql -p
mysql> show databases;
mysql> connect rt3;  # If you changed $DatabaseName in RT_SiteConfig.pm,
use that name instead.
#
# Replace the values in table Links
mysql> update Links set
Base=replace(Base,'fsck.com-rt://OLDORGANIZATION/ticket/','fsck.com-rt:/
/NEWORGANIZATION/ticket/');
mysql> update Links set
Target=replace(Target,'fsck.com-rt://OLDORGANIZATION/ticket/','fsck.com-
rt://NEWORGANIZATION/ticket/');
#
# If you want to see whether you still have links that are not yet
repaired:
mysql> select Base from Links where Base not like
'%fsck.com-rt://NEWORGANIZATION/ticket/%';
mysql> select Target from Links where Target not like
'%fsck.com-rt://NEWORGANIZATION/ticket/%';
# Now you can see the older values of $Organization. So repeate the
proper update command above with the proper OLDORGANIZATION.
#
#
# Replace the values in table Transactions
mysql> update Transactions set
OldValue=replace(OldValue,'fsck.com-rt://OLDORGANIZATION/ticket/','fsck.
com-rt://NEWORGANIZATION/ticket/');
mysql> update Transactions set
NewValue=replace(NewValue,'fsck.com-rt://OLDORGANIZATION/ticket/','fsck.
com-rt://NEWORGANIZATION/ticket/');
#
# If you want to see whether you still have transactions that are not
yet repaired:
mysql> select OldValue from Transactions where OldValue not like
'%fsck.com-rt://NEWORGANIZATION/ticket/%';
mysql> select NewValue from Transactions where NewValue not like
'%fsck.com-rt://NEWORGANIZATION/ticket/%';
# Now you can see the older values of $Organization. So repeate the
proper update command above with the proper OLDORGANIZATION.
#
mysql> \q



Regards,

Ron van den Burg

-----Original Message-----
From: rt-users-bounces@...
[mailto:rt-users-bounces@...] On Behalf Of Jason A.
Smith
Sent: Friday, October 09, 2009 10:03 PM
To: rt-users
Subject: Re: [rt-users] Ticket links missing after upgrade of RT server.


On Fri, 2009-10-09 at 11:46 -0400, Jesse Vincent wrote:
>
> On Fri, Oct 09, 2009 at 11:44:44AM -0400, Jason A. Smith wrote:
> > I am in the process of preparing a new upgraded RT server and after
> > dumping our current DB, loading it into the new test RT server and
> > following the DB upgrade procedures, everything seems to look okay,
> > except for missing ticket links.  When I try to display an old
ticket
> > that should have a link to another ticket, no link is shown in the
Link
> > box and I get this error message in my server logs:
>
> At a quick guess, you changed your $Organization. You should not do
> that.

Yup, that was it, typo there.  I thought it was probably something in
the config and I double checked my rtname and some other things, just
forgot about that one.

Thanks,
~Jason


--
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4@... |
|  Atlas Computing Facility, Bldg. 510M    Phone: [phone]  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   [phone]  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/


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