OTRS No TicketID is given!

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arberod
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OTRS No TicketID is given!

Post by arberod »

Hi guys,
Seems I'm in trouble. Very often I began to receive a similar error. Several times a day.


================================
An Error Occurred
No TicketID is given!
Please contact the administrator.

Send a bugreport
or
go back to the previous page

Error Details
Backend ERROR: OTRS-CGI-10 Perl: 5.28.1 OS: linux Time: Tue Jan 26 12:13:41 2021

Message: No TicketID is given!

RemoteAddress: 172.31.18.135
RequestURI: /otrs/index.pl

Traceback (2280):
Module: Kernel::Output::HTML::Layout::Error Line: 1027
Module: Kernel::Output::HTML::Layout::ErrorScreen Line: 1008
Module: Kernel::Modules::AgentTicketZoom::Run Line: 240
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 38
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32
=======================================================


https://d.radikal.ru/d00/2101/7f/f9fb6d399857t.jpg
https://c.radikal.ru/c02/2101/f4/389ca7ceb6b1.png
Need help.

OTRS 6.0.24 on docker
reneeb
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Re: OTRS No TicketID is given!

Post by reneeb »

What action was performed? Did you try to answer?

Did you change the database records manually? Can you do

Code: Select all

perl bin/otrs.Console.pl Maint::Cache::Delete
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arberod
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Re: OTRS No TicketID is given!

Post by arberod »

reneeb wrote: 26 Jan 2021, 15:02 What action was performed? Did you try to answer?

Did you change the database records manually? Can you do

Code: Select all

perl bin/otrs.Console.pl Maint::Cache::Delete
No changes to the database records manually.
Everything is what I did after:
root@otrs:/opt/otrs# su -c "bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuildWorker --force-pid" -s /bin/bash otrs

Error: The terminal encoding should be set to 'utf-8', but is 'ansi_x3.4-1968'. Some characters might not be displayed correctly.
ERROR: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-10 Perl: 5.28.1 OS: linux Time: Tue Jan 26 09:55:03 2021

Message: No such article (TicketID=146594, ArticleID=898238)!

Traceback (30270):
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleGet Line: 886
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleSearchableContentGet Line: 1412
Module: Kernel::System::Ticket::ArticleSearchIndex::DB::ArticleSearchIndexBuild Line: 65
Module: Kernel::System::Ticket::Article::ArticleSearchIndexBuild Line: 922
Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::ArticleIndexRebuild Line: 184
Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::Run Line: 104
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: bin/otrs.Console.pl Line: 36

ERROR: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-10 Perl: 5.28.1 OS: linux Time: Tue Jan 26 09:55:03 2021

Message: Need Value!

Traceback (30270):
Module: Kernel::System::Cache::Set Line: 203
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::Base::_ArticleContentPathGet Line: 339
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleStorageFS::ArticleAttachmentIndexRaw Line: 554
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::Base::ArticleAttachmentIndex Line: 134
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleAttachmentIndex Line: 1218
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleSearchableContentGet Line: 1430
Module: Kernel::System::Ticket::ArticleSearchIndex::DB::ArticleSearchIndexBuild Line: 65
Module: Kernel::System::Ticket::Article::ArticleSearchIndexBuild Line: 922
Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::ArticleIndexRebuild Line: 184
Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::Run Line: 104
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: bin/otrs.Console.pl Line: 36

[Tue Jan 26 09:55:03 2021] otrs.Console.pl: Use of uninitialized value $ContentPath in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket/Article/Backend/MIMEBase/ArticleStorageFS.pm line 562.
ERROR: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-10 Perl: 5.28.1 OS: linux Time: Tue Jan 26 09:55:04 2021

Message: No such article (TicketID=148070, ArticleID=898430)!

Traceback (30272):
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleGet Line: 886
Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleSearchableContentGet Line: 1412
Module: Kernel::System::Ticket::ArticleSearchIndex::DB::ArticleSearchIndexBuild Line: 65
Module: Kernel::System::Ticket::Article::ArticleSearchIndexBuild Line: 922
Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::ArticleIndexRebuild Line: 184
Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::Run Line: 104
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: bin/otrs.Console.pl Line: 36




root@otrs:/opt/otrs# su -c "/opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete" -s /bin/bash otrs
Error: The terminal encoding should be set to 'utf-8', but is 'ansi_x3.4-1968'. Some characters might not be displayed correctly.
Deleting cache...
Done.
arberod
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Re: OTRS No TicketID is given!

Post by arberod »

Mostly these happen when agents try to answer
alexus
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Re: OTRS No TicketID is given!

Post by alexus »

Hi,

It looks like there is no that Article in the database.
arberod wrote: 26 Jan 2021, 15:47 Message: No such article (TicketID=146594, ArticleID=898238)!
Alexey Yusov

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arberod
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Re: OTRS No TicketID is given!

Post by arberod »

alexus wrote: 27 Jan 2021, 23:13 Hi,

It looks like there is no that Article in the database.
arberod wrote: 26 Jan 2021, 15:47 Message: No such article (TicketID=146594, ArticleID=898238)!
I understand, but why this happens?
alexus
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Re: OTRS No TicketID is given!

Post by alexus »

Black Linux Magic or problems with database consistence.
Alexey Yusov

Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal

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arberod
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Re: OTRS No TicketID is given!

Post by arberod »

alexus wrote: 28 Jan 2021, 16:08 problems with database consistence.
That possible...

Article storage is file storage in another AWS EC2 instance, mounted to OTRS as NFS.
Article size is 78G.
DB is on Galera cluster, and all query goes via proxysql to Galera.
DB size is - otrs | 6145.83963398 in Mb.

At the same time, other services work well without the issue with the same structure.
jojo
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Re: OTRS No TicketID is given!

Post by jojo »

Galera Cluster is not supported by OTRS
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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alexus
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Re: OTRS No TicketID is given!

Post by alexus »

arberod wrote: 29 Jan 2021, 09:24
alexus wrote: 28 Jan 2021, 16:08 problems with database consistence.
That possible...

Article storage is file storage in another AWS EC2 instance, mounted to OTRS as NFS.
Article size is 78G.
DB is on Galera cluster, and all query goes via proxysql to Galera.
DB size is - otrs | 6145.83963398 in Mb.

At the same time, other services work well without the issue with the same structure.
Feel free to contact us to get professional services for your OTRS.
Alexey Yusov

Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal

Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
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