Mail loop caused undeletable request, also prevents upgrade
Hi there,
We've been running ServiceDeskPlus build 6011 happily for quite some time, but have recently decided to migrate to MS-SQL, and a dedicated server.
We set up a trial of the latest build (7505) and it's running fine, so we planned to upgrade the existing installation, then do a full backup and restore to the new server.
We successfully upgraded as far as build 7000, but when attempting the next update to 7022, it takes a _very_ long time, and once finished, there are no requests or inventory items. In fact, most of the green tabs along the top of the screen are not even there! There's Home, Solutions, and that's about it. Very strange...
I built a new server (isn't VMware wonderful?), with a fresh install of build 7000, and restored the database, hoping it would fix the issue, but same result. I took closer notice of the upgrade process this time, and observed a seemingly endless loop of the same text over and over. I saw reference to a particular request number, so I went back to our working installation, and checked that request.
Turns out this request has a list of hundreds (thousands? too many to count) of emails, caused by the well-known "incorrect email address -> NDR -> auto-notify -> NDR -> auto-notify -> repeat ad-infinitum" issue.
So, I thought, just delete the request, and the upgrade to 7022 should run OK. Problem is, I get "Request(s) deletion failed" when I try to delete it.
So, I re-installed, and restored our database, back to build 6011, thinking I might be able to delete it from there, and start the whole upgrade process from scratch. Still no luck. The request is just too big. You can't update it, or merge it, I even get browser problems error just trying to view it.
So, I'm stuck with an un-updateable, seemingly un-fixable installation of ServiceDeskPlus...
Any ideas or suggestions?
We've been running ServiceDeskPlus build 6011 happily for quite some time, but have recently decided to migrate to MS-SQL, and a dedicated server.
We set up a trial of the latest build (7505) and it's running fine, so we planned to upgrade the existing installation, then do a full backup and restore to the new server.
We successfully upgraded as far as build 7000, but when attempting the next update to 7022, it takes a _very_ long time, and once finished, there are no requests or inventory items. In fact, most of the green tabs along the top of the screen are not even there! There's Home, Solutions, and that's about it. Very strange...
I built a new server (isn't VMware wonderful?), with a fresh install of build 7000, and restored the database, hoping it would fix the issue, but same result. I took closer notice of the upgrade process this time, and observed a seemingly endless loop of the same text over and over. I saw reference to a particular request number, so I went back to our working installation, and checked that request.
Turns out this request has a list of hundreds (thousands? too many to count) of emails, caused by the well-known "incorrect email address -> NDR -> auto-notify -> NDR -> auto-notify -> repeat ad-infinitum" issue.
So, I thought, just delete the request, and the upgrade to 7022 should run OK. Problem is, I get "Request(s) deletion failed" when I try to delete it.
So, I re-installed, and restored our database, back to build 6011, thinking I might be able to delete it from there, and start the whole upgrade process from scratch. Still no luck. The request is just too big. You can't update it, or merge it, I even get browser problems error just trying to view it.
So, I'm stuck with an un-updateable, seemingly un-fixable installation of ServiceDeskPlus...
Any ideas or suggestions?