Software Error: Invalid Version Format

[sfister]

Hello,

We recently installed and configured the latest version of OTRS. Everything seems to be running well except that when we click a few of the action buttons, this error is shown:

Software error:

Invalid version format (non-numeric data) at C:/OTRS/OTRS//Kernel/System/Log.pm line 160.
For help, please send mail to the webmaster (webmaster@somenet.com), giving this error message and the time and date of the error.

Specifically, Priority/Free Fields/Owner/Note/Pending/Close do not work and produce this error. I have seen some commentary on this in the German forums, but can't really get a sense for what the solution is.

Help Please!!!!

Thanks!

[crythias]

Do you have any modules installed?

[MichaelR]

I think it's a random module that doesn't have a version number declared. Hence Log.pm cannot find the parent's Version Number.

My 2c

[sfister]

My apologies, but I'm not sure what you mean by "module". Do you mean packages from Package Manager? If so, I do have the iPhone Handle and Support packages installed.

These are the lines in Log.pm near where the error is:

# print line if upper caller module exists
if ($Line1) {
my $VersionString
= defined $Package1->VERSION
? 'v' . $Package1->VERSION
: 'unknown version';
$Error .= " Module: $Subroutine2 ($VersionString) Line: $Line1\n";
}

Specifically the line "my $VersionString". I do see references to module here....just not sure *where* to set a variable or configure this with the proper version???

Thanks.

[sfister]

To add to this topic, I am finding a lot of SQL errors in the otrs log:

[Mon Aug 1 21:09:02 2011][Error][Kernel::System::Ticket::TicketSearch][5124] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (2, 3, ' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (2, 3, 4, 5, 6, 7) AND st.until_time <= 1312229282 ORDER BY st.until_time DESC LIMIT 10'

I believe the original error I have been receiving via the browser (below) is due to this SQL error. Specifically, the st.ticket_state_id IN ( ) portion. I believe this need to be a number and not empty, hence the error. Any ideas on how to remedy this?

Software error:

Invalid version format (non-numeric data) at C:/OTRS/OTRS//Kernel/System/Log.pm line 160.
For help, please send mail to the webmaster (webmaster@somenet.com), giving this error message and the time and date of the error.

[crythias]

st.ticket_state_id IN ( )
means:
You've renamed the default states.
You've moved the default states from their stateIds
You have states that are being referenced in certain areas (queries/URIs) that don't have stateIds.

[MichaelR]

Back on the invalid version, can you find the module/file that is calling LOG and causing the errors?