no article ticket if access otrs by iphone

[ayt]

hi everybody
I have two server otrs

the problem is
if access otrs by iphone server 1 ( win 2003 standard edition)
i can see article below ticket

but access another server 2 ( win 2003 enterprise )
i can't see article below ticket

show error in iphone

failed to execute request on the otrs server

(( No article found in this ticket ))
ayt
OTRS newbie

Posts: 1
Joined: 30 Jun 2011, 14:44

[ferrosti]

What does your logfile say?

[ayt]

returns-results today

[2011-07-13 12:26:27][Debug] [Inbound] [User=jj&Password=****&Object=CustomObject&Method=QueueView&Data={"QueueID":6,"Limit":50}
[2011-07-13 12:26:27][Debug] [Outbound] [{"Result":"successful","Data":[{"Age":"1283256","PriorityID":"3","ContentType":"text/plain; charset=utf-8","Type":"CDMA","ContentCharset":"utf-8","PriorityColor":"#cdcdcd","Responsible":"root@localhost","SenderType":"customer","StateID":"4","ResponsibleID":"1","Body":"he need to change","MimeType":"text/plain","Subject":"change test","OwnerID":"36","Owner":"Saman","CustomerID":"EMP-229","TypeID":"9","Created":"2011-06-28 15:58:51","ArticleID":"7481105068","Priority":"3 normal","To":"Change Request","UntilTime":"0","CreatedBy":"36","QueueID":"6","ArticleTypeID":"5","Queue":"Change Request","State":"open","ToRealname":"Change Request","Title":"change test","TicketID":"32","ArticleType":"phone","FromRealname":"Ahmed Mahmoud ","LockID":"1","Charset":"utf-8","TicketNumber":"2011062810000068","Lock":"unlock","CustomerUserID":"Ahamad.mahmoud@fanoos.iq","From":"\"Ahmed Mahmoud \" <Ahamad.mahmoud@fanoos.iq>"}]}
[2011-07-13 12:26:31][Debug] [Inbound] [User=jj&Password=****&Object=CustomObject&Method=ArticleIndex&Data={"TicketID":32}
[2011-07-13 12:26:31][Debug] [Outbound] [{"Result":"successful","Data":["7481105068"]}
[2011-07-13 12:26:32][Debug] [Inbound] [User=jj&Password=****&Object=CustomObject&Method=ArticleGet&Data={"ArticleID":2147483647}
[2011-07-13 12:26:32][Debug] [Outbound] [{"Result":"failed","Message":"No Articles found in this ticket"}
[2011-07-13 12:26:38][Debug] [Inbound] [User=ban&Password=****&Object=CustomObject&Method=StatusView&Data={}
[2011-07-13 12:26:38][Debug] [Outbound] [{"Result":"successful","Data":[{"NumberOfTicketsWithNewMessages":22,"NumberOfTickets":"51","StateType":"Open","FilterName":"Open"},{"NumberOfTicketsWithNewMessages":35,"NumberOfTickets":"150","StateType":"Closed","FilterName":"Closed"}]}


thank you for replay fast

[ferrosti]

WTF?
You are telling me you´ve got at least 7.4 billion articles in your DB whereas TicketID is as low as 32?
What kind of DB are you running and how is your autoincrement on table 'article' configured (start value, increment by )?

[ayt]

I'm sorry, but I did not understand what you mean

but the database it working two month ago ....... just ???????








thank you for Patiently

[MichaelR]

Method=ArticleIndex&Data={"TicketID":32}
Method=ArticleGet&Data={"ArticleID":2147483647}

I lol'd hard...

[ferrosti]

What happens when you open the selected ticket from within OTRSs webapplication?

[crythias]

Indeed "ArticleID":"7481105068"

I'm thinking you might have flipped the counter. You may have exceeded the limit of articleIDs.

[ayt]

You say that the problem of the counter

how to reset counter

and
what another solution

[ayt]

By the way my problem is open any ticket from iphone no article
not a open specific ticket

[MichaelR]

Well either the iPhone handle is substituting the wrong article ID in there. Or the auto-incrementer in the DB is screwed. You could execute some funky SQL to reset the auto-incrementer, or figure out why the iPhone handle is using the wrong ArticleID

It was asked previously, but you never answered.

Can you view Tickets by going into OTRS from your internet browser?

[ayt]

when open ticket via browser no problem in the article ticket

[ayt]

this video explain my problem

See link below .


http://www.megaupload.com/?d=S230Y5YX

[ayt]

thank you everybody

My problem has been solved (article ticket via iphone )


By reset auto-incremental in data base

I appreciate your efforts

thanks

[MichaelR]

I'm confused as it worked in the browser just fine, so you shouldn't need to reset the incremental counter. But I'm not going to question your methods. If it worked, it worked