Tickets with no articles get created using API

[chetannagaonkar]

Hello All,
We are using OTRS 6.0.24.

We used default community edition OTRS API and updated to include a few dynamic fields. It has been working for past 3 years; however, of late, we have observed a weird problem. It creates tickets properly, but some times, it creates a few tickets with no articles in it. We have checked the log (Web Service Management->REST-Debugger) as well. For the tickets created properly, it displays the sections of 'Outgoing data before mapping' and 'Returning provider data to remote system'. But for the tickets that have zero articles, these 2 sections are not displayed in the Web service debugger. We are unable to identify the cause. Are there any other logs that we should check? Has anybody faced this issue and if so, can you share steps to resolve it, if you have fixed it please?

[root]

Hi,

I recommend having a look into the applications log and the Apache error_log too.

Besides that, you should consider switching the operating system and upgrading to a supported version.

- Roy

[chetannagaonkar]

Thanks Roy. Let me check those too. What is interesting is that it is adhoc. I mean, tickets get created properly ~85% of the time but get zero articles for about ~15% tickets.

[root]

Thanks Roy. Let me check those too. What is interesting is that it is adhoc. I mean, tickets get created properly ~85% of the time but get zero articles for about ~15% tickets.

Hi,

As long as you or someone else changes the code, there is nothing ad-hoc. It's a computer. 15% would not be acceptable for me, and I bet my money on the validations done by the GenericInterface.

- Roy

[chetannagaonkar]

I totally understand, Roy. We are able to solve the issues if there are defects or if it needs some enhancements. As it is ad-hoc, we are confused.

Since it is default code, the only new thing that was introduced couple of years ago were to consider dynamic fields. It worked and there was no need for us to touch it again. What I wanted to check is if there could be other possibilities due to network or system factors or is it dependent on any criteria. Basically, I wanted to check if we are missing or overlooking some basic aspects.

[root]

I totally understand, Roy. We are able to solve the issues if there are defects or if it needs some enhancements. As it is ad-hoc, we are confused.

Since it is default code, the only new thing that was introduced couple of years ago were to consider dynamic fields. It worked and there was no need for us to touch it again. What I wanted to check is if there could be other possibilities due to network or system factors or is it dependent on any criteria. Basically, I wanted to check if we are missing or overlooking some basic aspects.

Check the logs and check the data sent via REST request. Are all states existing and valid? Check all other parameter of the failed requests and successful requests.

- Roy