Possible Restore of Tickets after Delete by Generic Agent
Hi, we have the Problem that an Generic Agent has delete all Tickets of us. Dec 23 20:25:01 ticketing cron[5339]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:25:57 ticketing sshd[5341]: Invalid user from 10.80.4.5 Dec 23 20:25:57 ticketing sshd[5341]: Failed none for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:25:58 ticketing sshd[5341]: Failed password for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:28:42 ticketing sshd[5344]: Invalid user from 10.80.4.5 Dec 23 20:28:42 ticketing sshd[5344]: Failed none for invalid user from 10.80.4.5 port 2946 ssh2 Dec 23 20:30:05 ticketing cron[5350]: (root) CMD (test -x /usr/sbin/run-crons && /usr/sbin/run-crons ) Dec 23 20:30:07 ticketing cron[5362]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Dec 23 20:30:07 ticketing cron[5364]: (root) CMD (/sbin/hwclock -s) Dec 23 20:30:08 ticketing cron[5366]: (otrs) CMD ($HOME/bin/GenericAgent.pl -c db >> /dev/null) Dec 23 20:30:08 ticketing cron[5368]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:31:01 ticketing sshd[5370]: Did not receive identification string from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Invalid user from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Failed none for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:33:19 ticketing sshd[5374]: Failed password for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:35:01 ticketing cron[5378]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:35:01 ticketing cron[5379]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout >> /dev/null) Dec 23 20:35:49 ticketing sshd[5382]: Invalid user from 10.80.4.5 Dec 23 20:35:49 ticketing sshd[5382]: Failed none for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:50 ticketing sshd[5382]: Failed password for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5367]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5310]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Error][Kernel::System::GenericAgent::JobAdd][Line:820]: Can't add job 'Delete-Call', job already exists! Dec 23 20:36:01 ticketing cron[5388]: (root) CMD (/sbin/hwclock -s) Dec 23 20:36:04 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000051/3068). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000069/3069). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000078/3070). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000087/3071). The Problem is, we have an Error in our Backup and i can only Back to 07.12.2009 but i need 22.12.2009. thanks for Help
OTRS: 2.1.6 OS: Gentoo 3.4.6-r1 Apache: ? MySQLVer 14.12. Distrib 5.0.26
Thanks Allot
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Hi Christian, it seems that you using OTRS 2.1.6, which is has an generic agent race condition bug. :-/ It got fixed in 2007 (see also http://otrs.org/news/2007/otrs_2_2_4/ and http://bugs.otrs.org/show_bug.cgi?id=2375). -Martin On 03.01.2010, at 21:04, Christian Hecht wrote:
Hi,
we have the Problem that an Generic Agent has delete all Tickets of us.
Dec 23 20:25:01 ticketing cron[5339]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:25:57 ticketing sshd[5341]: Invalid user from 10.80.4.5 Dec 23 20:25:57 ticketing sshd[5341]: Failed none for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:25:58 ticketing sshd[5341]: Failed password for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:28:42 ticketing sshd[5344]: Invalid user from 10.80.4.5 Dec 23 20:28:42 ticketing sshd[5344]: Failed none for invalid user from 10.80.4.5 port 2946 ssh2 Dec 23 20:30:05 ticketing cron[5350]: (root) CMD (test -x /usr/sbin/run-crons && /usr/sbin/run-crons ) Dec 23 20:30:07 ticketing cron[5362]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Dec 23 20:30:07 ticketing cron[5364]: (root) CMD (/sbin/hwclock -s) Dec 23 20:30:08 ticketing cron[5366]: (otrs) CMD ($HOME/bin/GenericAgent.pl -c db >> /dev/null) Dec 23 20:30:08 ticketing cron[5368]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:31:01 ticketing sshd[5370]: Did not receive identification string from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Invalid user from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Failed none for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:33:19 ticketing sshd[5374]: Failed password for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:35:01 ticketing cron[5378]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:35:01 ticketing cron[5379]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout >> /dev/null) Dec 23 20:35:49 ticketing sshd[5382]: Invalid user from 10.80.4.5 Dec 23 20:35:49 ticketing sshd[5382]: Failed none for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:50 ticketing sshd[5382]: Failed password for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5367]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5310]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Error][Kernel::System::GenericAgent::JobAdd][Line:820]: Can't add job 'Delete-Call', job already exists! Dec 23 20:36:01 ticketing cron[5388]: (root) CMD (/sbin/hwclock -s) Dec 23 20:36:04 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000051/3068). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000069/3069). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000078/3070). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000087/3071).
The Problem is, we have an Error in our Backup and i can only Back to 07.12.2009 but i need 22.12.2009.
thanks for Help
OTRS: 2.1.6 OS: Gentoo 3.4.6-r1 Apache: ? MySQLVer 14.12. Distrib 5.0.26
Thanks Allot
we have the Problem that an Generic Agent has delete all Tickets of us. <snip> The Problem is, we have an Error in our Backup and i can only Back to 07.12.2009 but i need 22.12.2009.
I've not verified this, but assume that the OTRS code used the SQL delete command. Assuming this is true the only restoration path available to you would be in the SQL restoration realm. Outside that of OTRS; with no back-up available any solution will probably be in some type of SQL restore. (Don't know what kind of manipulation can be done on the SQL to undo the delete transaction.) You might want to look at the database and see if the ticket/articles were removed (deleted) or simply marked unavailable somehow (moved to a different table) vs. being deleted. gl
participants (3)
-
Christian Hecht -
LQ Marshall -
Martin Edenhofer