Could not set SLA for ticket with ID '132' in ActivityDialog

[tanzhiyong]

Hi,

Can anybody help me to resolve this error? This is causing me to pull all my hairs out!!



thanks!

[tanzhiyong]

Hi, Appreciate if anybody can help me out on this.

thanks.!

[crythias]

Not enough information. Otrs logs would be helpful.

[tanzhiyong]

Not enough information. Otrs logs would be helpful.

Hi, I searched the logs for the error and i can't find anything that might help me to resolve the error.

Appreciate if you can let me know how to resolve this error.

Basically the scenario is:

i am trying to assign the sla/services for a ticket. I am able to do so using the admin account. But when i used an agent account, i encountered that error when i am trying to assign the sla/services.

Please see below for logs:

Code: Select all

Message: Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215:  RemoteAddress: 172.16.167.116, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215:  RequestURI: /otrs/index.pl, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215:  Traceback (3700): , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215:    Module: Kernel::Modules::AgentTicketProcess::_StoreActivityDialog Line: 4837, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215:    Module: Kernel::Modules::AgentTicketProcess::Run Line: 408, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215:    Module: Kernel::System::Web::InterfaceAgent::Run Line: 987, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215:    Module: C:/otrs/bin/cgi-bin/index.pl Line: 41, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215: [Fri May 29 10:32:22 2015] Layout.pm: \t(in cleanup) Can't call method "Get" on an undefined value at C:/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/DB.pm line 583., referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:32:22.500000 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62330] AH01215: [Fri May 29 10:32:22 2015] Layout.pm: \t(in cleanup) Can't call method "Get" on an undefined value at C:/otrs/bin/cgi-bin/../../Kernel/System/EventHandler.pm line 170., referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: ERROR: OTRS-CGI-90 Perl: 5.20.1 OS: MSWin32 Time: Fri May 29 10:33:05 2015, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:  Message: Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:  RemoteAddress: 172.16.167.116, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:  RequestURI: /otrs/index.pl, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:  Traceback (4232): , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:    Module: Kernel::Modules::AgentTicketProcess::_StoreActivityDialog Line: 4837, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:    Module: Kernel::Modules::AgentTicketProcess::Run Line: 408, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:    Module: Kernel::System::Web::InterfaceAgent::Run Line: 987, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:    Module: C:/otrs/bin/cgi-bin/index.pl Line: 41, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:06.484375 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: [Fri May 29 10:33:05 2015] Layout.pm: \t(in cleanup) Can't call method "Get" on an undefined value at C:/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/DB.pm line 583., referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: ERROR: OTRS-CGI-90 Perl: 5.20.1 OS: MSWin32 Time: Fri May 29 10:33:27 2015, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:  Message: Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:  RemoteAddress: 172.16.167.116, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:  RequestURI: /otrs/index.pl, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:  Traceback (3116): , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:    Module: Kernel::Modules::AgentTicketProcess::_StoreActivityDialog Line: 4837, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:    Module: Kernel::Modules::AgentTicketProcess::Run Line: 408, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:    Module: Kernel::System::Web::InterfaceAgent::Run Line: 987, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215:    Module: C:/otrs/bin/cgi-bin/index.pl Line: 41, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:33:28.078125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62338] AH01215: [Fri May 29 10:33:27 2015] Layout.pm: \t(in cleanup) Can't call method "Get" on an undefined value at C:/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/DB.pm line 583., referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215: ERROR: OTRS-CGI-90 Perl: 5.20.1 OS: MSWin32 Time: Fri May 29 10:33:59 2015, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215:  Message: Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215:  RemoteAddress: 172.16.167.116, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215:  RequestURI: /otrs/index.pl, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215:  Traceback (1328): , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215:    Module: Kernel::Modules::AgentTicketProcess::_StoreActivityDialog Line: 4837, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215:    Module: Kernel::Modules::AgentTicketProcess::Run Line: 408, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215:    Module: Kernel::System::Web::InterfaceAgent::Run Line: 987, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215:    Module: C:/otrs/bin/cgi-bin/index.pl Line: 41, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:34:00.453125 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:62340] AH01215: [Fri May 29 10:33:59 2015] Layout.pm: \t(in cleanup) Can't call method "Get" on an undefined value at C:/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/DB.pm line 583., referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=124;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:38:32.531250 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:54386] AH01215: ERROR: OTRS-CGI-90 Perl: 5.20.1 OS: MSWin32 Time: Fri May 29 10:38:32 2015, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=128;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:38:32.531250 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:54386] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=128;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:38:32.531250 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:54386] AH01215:  Message: Could not set SLA for Ticket with ID '128' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=128;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:38:32.531250 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:54386] AH01215: , referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=128;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb561bfba
[Fri May 29 10:38:32.531250 2015] [cgi:error] [pid 4696:tid 1652] [client 172.16.167.116:54386] AH01215:  RemoteAddress: 172.16.167.116, referer: http://192.168.1.28/otrs/index.pl?Action=AgentTicketProcess;Subaction=DisplayActivityDialog;TicketID=128;ProcessEntityID=Process-afd7ffb5e4413c7c297112bf012a0f2a;ActivityDialogEntityID=ActivityDialog-1b8e7968153eed3795d40d4eb5

[RStraub]

What's the config of your ActivityDialog ?

Does it maybe require certain rights, or does it require a lock?

[tanzhiyong]

What's the config of your ActivityDialog ?

Does it maybe require certain rights, or does it require a lock?

Hi,

Below is the configuration of all of my activity dialogs.

For permissions and locks, i did not assign any configurations to it. Am i supposed to configure any settings to it?

[RStraub]

You're not supposed to, but it could be a reason.

Does the user who tries to set the SLA have rw permissions on the queue ?

[tanzhiyong]

Hi,

Yes. They have.

[tanzhiyong]

Anybody can assist me on this?

[crythias]

The log that you posted doesn't look like otrs.log or the log from the Admin console.

[tanzhiyong]

The log that you posted doesn't look like otrs.log or the log from the Admin console.

Hi i hope you are refering to this log as i have no idea where to find the log you mentioned if it is not this.

Code: Select all

 
[Fri May 29 10:32:21 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 124!
[Fri May 29 10:32:21 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 10:33:05 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 124!
[Fri May 29 10:33:05 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 10:33:27 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 124!
[Fri May 29 10:33:27 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 10:33:59 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 124!
[Fri May 29 10:33:59 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 10:37:23 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000106/Order rejected:] created (TicketID=128,Queue=Raw,Priority=3 normal,State=new)
[Fri May 29 10:38:32 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 128!
[Fri May 29 10:38:32 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '128' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 10:38:57 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID bL0rmDQmOWwPiKz9d7JJHyUIxbJGjFeK.
[Fri May 29 10:39:08 2015][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication with wrong Pw!!! (Method: sha256, REMOTE_ADDR: 172.16.167.116)
[Fri May 29 10:39:18 2015][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 10:42:29 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID IRfswtOJFKnkOIDE3ttVlKwHCbnrhyrF.
[Fri May 29 10:42:37 2015][Notice][Kernel::System::Auth::DB::Auth] User: Tanzhiyong authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 10:43:45 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 124!
[Fri May 29 10:43:45 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 10:47:40 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000115/Order rejected:] created (TicketID=129,Queue=Raw,Priority=3 normal,State=new)
[Fri May 29 10:47:43 2015][Notice][Kernel::System::Ticket::TicketCustomerPermission] Permission denied because module (Kernel::System::Ticket::CustomerPermission::GroupCheck) is required (UserID: test 'ro' on TicketID: 129)!
[Fri May 29 10:48:14 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000124/dadasas] created (TicketID=130,Queue=Raw,Priority=3 normal,State=new)
[Fri May 29 10:48:17 2015][Notice][Kernel::System::Ticket::TicketCustomerPermission] Permission denied because module (Kernel::System::Ticket::CustomerPermission::GroupCheck) is required (UserID: test 'ro' on TicketID: 130)!
[Fri May 29 10:49:54 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000133/dada] created (TicketID=131,Queue=Raw,Priority=3 normal,State=new)
[Fri May 29 10:51:18 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 10:51:18 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 10:54:38 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 10:54:38 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 10:56:23 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 10:56:23 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:01:20 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 11:01:20 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:02:04 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000142/dasd] created (TicketID=132,Queue=Postmaster,Priority=3 normal,State=new)
[Fri May 29 11:03:34 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 132!
[Fri May 29 11:03:34 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '132' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:05:43 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 11:05:43 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:11:25 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'thaw@netlinktrust.com'.
[Fri May 29 11:11:25 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'liehendra@netlinktrust.com'.
[Fri May 29 11:16:23 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 130!
[Fri May 29 11:16:23 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '130' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:16:36 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID CErgOf66wDyzlXd2iiyiD0n2zb16Tmii.
[Fri May 29 11:16:45 2015][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 11:21:12 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID jSoXmtDsTluqdhumgPT3kkcUpnpUSmwH.
[Fri May 29 11:21:33 2015][Notice][Kernel::System::Auth::DB::Auth] User: Tanzhiyong authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 11:22:15 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 11:22:16 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:28:58 2015][Error][Kernel::System::Email::SMTP::Send][151] Can't send to 'test@hotmail.com': 5505.7.1 Unable to relay
! Enable Net::SMTP debug for more info!
[Fri May 29 11:28:58 2015][Info][Kernel::System::Email::Send] Error sending message
[Fri May 29 11:28:58 2015][Error][Kernel::System::Ticket::Article::ArticleSend][2560] Impossible to send message to: test@hotmail.com .
[Fri May 29 11:32:26 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 11:32:26 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:36:47 2015][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication with wrong Pw!!! (Method: sha256, REMOTE_ADDR: 172.16.167.116)
[Fri May 29 11:38:21 2015][Notice][Kernel::System::User::UserUpdate] User: 'Tanzhiyong' updated successfully (2)!
[Fri May 29 11:39:27 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 11:39:27 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:40:29 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 11:40:29 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:40:39 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID o5xs973yo0JDLbd9zrWxhgdDKfIIohaH.
[Fri May 29 11:40:45 2015][Error][Kernel::System::AuthSession::DB::CheckSessionID][58] Got no SessionID!!
[Fri May 29 11:40:56 2015][Notice][Kernel::System::Auth::DB::Auth] User: Tanzhiyong authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 11:41:36 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 11:41:36 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:43:29 2015][Error][Kernel::System::Email::SMTP::Send][151] Can't send to 'test@hotmail.com': 5505.7.1 Unable to relay
! Enable Net::SMTP debug for more info!
[Fri May 29 11:43:29 2015][Info][Kernel::System::Email::Send] Error sending message
[Fri May 29 11:43:29 2015][Error][Kernel::System::Ticket::Article::ArticleSend][2560] Impossible to send message to: test@hotmail.com .
[Fri May 29 11:46:39 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 131!
[Fri May 29 11:46:39 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '131' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 11:47:09 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 2GGFS3mLrn2HNN9OE94hOXqCohb5uNqi.
[Fri May 29 11:47:25 2015][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 11:54:07 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000151/Order rejected:] created (TicketID=133,Queue=Postmaster,Priority=3 normal,State=new)
[Fri May 29 11:58:55 2015][Error][Kernel::System::Email::SMTP::Send][151] Can't send to 'test@hotmail.com': 5505.7.1 Unable to relay
! Enable Net::SMTP debug for more info!
[Fri May 29 11:58:55 2015][Info][Kernel::System::Email::Send] Error sending message
[Fri May 29 11:58:55 2015][Error][Kernel::System::Ticket::Article::ArticleSend][2560] Impossible to send message to: test@hotmail.com .
[Fri May 29 11:58:55 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent customer 'Close Ticket Notification' notification to 'test@hotmail.com'.
[Fri May 29 11:59:02 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'tanzhiyong@netlinktrust.com'.
[Fri May 29 11:59:02 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'thaw@netlinktrust.com'.
[Fri May 29 11:59:03 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'liehendra@netlinktrust.com'.
[Fri May 29 12:20:17 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000161/Order rejected:] created (TicketID=134,Queue=Postmaster,Priority=3 normal,State=new)
[Fri May 29 12:27:14 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'thaw@netlinktrust.com'.
[Fri May 29 12:27:14 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'liehendra@netlinktrust.com'.
[Fri May 29 12:29:00 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000179/Vendor Ticket P] created (TicketID=135,Queue=Postmaster,Priority=3 normal,State=new)
[Fri May 29 14:15:13 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'thaw@netlinktrust.com'.
[Fri May 29 14:15:13 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'tanzhiyong@netlinktrust.com'.
[Fri May 29 14:15:13 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'liehendra@netlinktrust.com'.
[Fri May 29 14:26:03 2015][Notice][Kernel::System::Ticket::TicketCustomerPermission] Permission denied because module (Kernel::System::Ticket::CustomerPermission::GroupCheck) is required (UserID: test 'ro' on TicketID: 133)!
[Fri May 29 14:26:13 2015][Notice][Kernel::System::Ticket::TicketCustomerPermission] Permission denied because module (Kernel::System::Ticket::CustomerPermission::GroupCheck) is required (UserID: test 'ro' on TicketID: 133)!
[Fri May 29 14:27:40 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID qUuU433suIYJUl3JVnNGsA4eWlbt7FRN.
[Fri May 29 14:27:47 2015][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: test Authentication ok (REMOTE_ADDR: 172.16.167.116).
[Fri May 29 14:29:33 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID V1qlWjvhrQL8BZmv2KHI1ooPkHYURxfZ.
[Fri May 29 14:29:43 2015][Notice][Kernel::System::Auth::DB::Auth] User: Tanzhiyong authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 16:02:56 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 9mgLyzjavvvil4roEh3OnWa4D8QYcbch.
[Fri May 29 16:03:09 2015][Notice][Kernel::System::Auth::DB::Auth] User: Tanzhiyong authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 16:08:15 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 124!
[Fri May 29 16:08:15 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '124' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 16:09:34 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000188/Order rejected:] created (TicketID=136,Queue=Postmaster,Priority=3 normal,State=new)
[Fri May 29 16:10:35 2015][Notice][Kernel::System::Ticket::TicketSLASet] Permission denied on TicketID: 136!
[Fri May 29 16:10:35 2015][Error][Kernel::Modules::AgentTicketProcess::_StoreActivityDialog][4837] Could not set SLA for Ticket with ID '136' in ActivityDialog 'ActivityDialog-1b8e7968153eed3795d40d4eb561bfba'!
[Fri May 29 16:13:00 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000197/Order rejected:] created (TicketID=137,Queue=Postmaster,Priority=3 normal,State=new)
[Fri May 29 16:13:33 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:13:33 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:13:33 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:13:33 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:13:33 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:13:41 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:13:41 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:13:41 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:13:41 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:13:41 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:13:52 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:13:52 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:13:52 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:13:52 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:13:52 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:14:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:14:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:14:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:14:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:14:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:15:04 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:15:04 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:15:04 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:15:04 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:15:04 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:15:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:15:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:15:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:15:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:15:11 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:15:17 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:15:17 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:15:17 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:15:17 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:15:17 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:15:23 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:15:23 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:15:23 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:15:23 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:15:23 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:16:36 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'thaw@netlinktrust.com'.
[Fri May 29 16:16:36 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Close Ticket Notification' notification to 'liehendra@netlinktrust.com'.
[Fri May 29 16:17:53 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015052990000204/Vendor Ticket P] created (TicketID=138,Queue=Postmaster,Priority=3 normal,State=new)
[Fri May 29 16:17:53 2015][Notice][Kernel::System::Ticket::TicketQueueSet] Permission denied on TicketID: 138!
[Fri May 29 16:17:53 2015][Error][Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet::Run][154] Process: Process-dcc31671e37e290eb1cf1ef54c9d4bc3 Activity: Activity-3224d3915fe061b91f41469bd91ee67f Transition: Transition-98f23c7d7ec35f3825edd046b1e0523e TransitionAction: TransitionAction-abdfbfe29cab2ef8eedbd1079918b5aa - Ticket queue could not be updated to Queue: Vendor, for Ticket: 138!
[Fri May 29 16:18:51 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:18:51 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:18:51 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:18:51 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:18:51 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:18:57 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:18:57 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:18:57 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:18:57 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:18:57 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:19:03 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 58)!
[Fri May 29 16:19:03 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 59)!
[Fri May 29 16:19:03 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 60)!
[Fri May 29 16:19:03 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 61)!
[Fri May 29 16:19:03 2015][Notice][Kernel::System::ITSMConfigItem::Permission::Permission] Permission denied (UserID: 2 'ro' on Class: 62)!
[Fri May 29 16:21:04 2015][Notice][Kernel::System::Ticket::TicketCustomerPermission] Permission denied because module (Kernel::System::Ticket::CustomerPermission::GroupCheck) is required (UserID: test 'ro' on TicketID: 136)!
[Fri May 29 16:21:29 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID lcUyuByCDXCIqcDElKZ8Z0nkDWN4QAV1.
[Fri May 29 16:21:42 2015][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 16:22:30 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 7VH0zf5rjDrlUyPWxgARPH0Op6vxOGvc.
[Fri May 29 16:22:41 2015][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: test Authentication ok (REMOTE_ADDR: 172.16.167.116).
[Fri May 29 16:23:09 2015][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID t5smcSRpLbGbATXhIXoEyeDJXd990dpL.
[Fri May 29 16:23:17 2015][Notice][Kernel::System::Auth::DB::Auth] User: Tanzhiyong authentication with wrong Pw!!! (Method: sha256, REMOTE_ADDR: 172.16.167.116)
[Fri May 29 16:23:35 2015][Notice][Kernel::System::Auth::DB::Auth] User: Tanzhiyong authentication ok (Method: sha256, REMOTE_ADDR: 172.16.167.116).
[Fri May 29 16:26:02 2015][Error][Kernel::System::Email::SMTP::Send][151] Can't send to 'test@hotmail.com': 5505.7.1 Unable to relay
! Enable Net::SMTP debug for more info!

[crythias]

First, please never spew logs without code tags.

Second, the error message is pretty clear. Whatever context/user is attempting to set SLA does not have permission to do so.

[tanzhiyong]

First, please never spew logs without code tags.

Second, the error message is pretty clear. Whatever context/user is attempting to set SLA does not have permission to do so.

Hi,

thanks for response.

May i know where do we check/configure the permission? Is it under agent -> group?

How do we ensure that the agent have the right permission to set the SLA?

I used the root account and it worked but not the agent account.

kindly advise.

thanks!

[crythias]

Check
Edit Config Settings in Ticket -> Frontend::Admin::ModuleRegistration
Frontend::Module###AdminSLA
Group

[tanzhiyong]

Check
Edit Config Settings in Ticket -> Frontend::Admin::ModuleRegistration
Frontend::Module###AdminSLA
Group

Hi,

thanks for your reply.

I am currently at this page and have added the group as shown in the screenshot "Order Fulfillment".

I am still encountering the same error.

Are there any more configurations i am supposed to configure? Like Group RO, Loader, NavBar, NavBarModule? If yes, can assist me on how to configure it?

thanks!

[crythias]

You also have a blank entry. clear it.

[tanzhiyong]

You also have a blank entry. clear it.

Hi, i had removed the blank entry but still encountering same error. Please help!

thanks.

[crythias]

Try exactly one group.

[tanzhiyong]

Try exactly one group.

Hi, still same problem. Please help thanks!

[crythias]

Hi, still same problem. Please help thanks!

This is near impossible to address this way. The User that is making the change to the SLA is not allowed to do this. Make sure the user is a member of the group that has access to the SLA.
Make sure the SLA is attached to the service of the ticket
Make sure there is a service attached to the ticket
Make sure the service is allowed to be attached to the customer.

[tanzhiyong]

Hi, still same problem. Please help thanks!

This is near impossible to address this way. The User that is making the change to the SLA is not allowed to do this. Make sure the user is a member of the group that has access to the SLA.
Make sure the SLA is attached to the service of the ticket
Make sure there is a service attached to the ticket
Make sure the service is allowed to be attached to the customer.

Hi, i had did a check and verified that all the points you mentioned are configured correctly. But i still encountered this error