On Tue, 2004-04-13 at 16:04, Covert, Jake wrote:
What are the differences between your test system and your production system? I would assume that the volume of tickets? (unless you did an export of prod. Db to test system before attempting upgrade). Any other differences?
There are not many differences. Our evaluation system of about a year ago became the test system, so, yes, it has fewer tickets. The main thing we changed was the ticket number format. The Config.pm settings that are different are: $Self->{SystemID} $Self->{TicketHook} $Self->{FQDN} $Self->{AdminEmail} $Self->{Organization} $Self->{TicketNumberGenerator} $Self->{PhoneViewOwnSelection} The last one is because the test system has additional queues that I subsequently experimented with.
What version was your system at before things started to get weird? What steps (step by step explainnation) did you do to upgrade from old working system to first version that started to display these issues?
What is the backend database you are running?
Versions of: apache / operating system / mod_perl / database backend
I've been running 1.1.1 on both systems for almost a year (a planned upgrade to 1.1.3 didn't happen). I upgraded the test system to 1.2.1 to 1.2.2 to 1.2.3 - all without apparent problem. I upgrade by: - comparing Defaults.pm files to see what has changed, and modifying Config.pm accordingly - comparing var/cron/*dist files for differences and installing what I want to run - comparing bin/Cron.sh to see if there is any reason to change the modified version I use, and which is kept outside of the tree - comparing GenericAgent.pm.dist files and either installing my modified version or porting my changes to the new version - installing my own customer authentication module in Kernel/System/CustomerAuth - comparing Kernel/Output/HTML/Standard/Customer{Footer,Header,Login}.dtl files and installing my modified versions or porting my changes to the new versions I completed the upgrade of test, initially to 1.2.1, by running bin/SetPermissions.sh and scripts/DBUpdate-to-1.2.mysql.sql - there were no errors - and then similarly to 1.2.2 and 1.2.3, but obviously without repeating DBUpdate. As already reported, there was no sign of any problem displaying QueueView at any of those versions. It appeared as soon as I logged in after upgrading the production system to 1.2.3 (from 1.1.1). I upgraded the production system by copying the modified 1.2.3 tree from the test machine, modifying the settings in Config.pm listed above and running DBUpdate-to-1.2. NB I have moved TicketCounter.log out of the tree so that I have one fewer thing to change; its location - the same on both systems - is defined in Config.pm ($Self->{CounterLog}). I subsequently copied the pre-update backup of my production database to the test machine, updated it, and am now using that to investigate the problem. So far, by adding print diagnostics to Kernel/Modules/AgentQueueView.pm, I see the creation of HTML suddenly stopping mid-ticket in this loop at line 190. # -- # show ticket's # -- foreach (@ViewableTickets) { print $Self->ShowTicket(TicketID => $_); } but so far I haven't a clue what set of circumstances is giving rise to it. Both systems have identical software: Red Hat 9; Apache 2.0.47; MySQL 4.0.12. Linux was installed from the same image, and both machines are updated identically. Apache and MySQL were built on the test machine and copied to the production one. I'm not using mod_perl. Jim