problem otrs

[fabien1459]

Hello to all,

I had twice the same error message this week, on Monday and today.
On Monday everything returned in normal at the end of 4 hours after several starting windows of the server.

Here is the error message:

C: C:/Progra~2/OTRS/OTRS Progra~2 C:/Progra~2/OTRS/OTRS OTRS // Kernel Kernel/System/Ticket.pm System at line on 2254.

Being in an operational body of the state, I cannot (especially my bosses) wait 4 hours or more so that the service becomes again nominal.
If somebody knows a solution to mitigate this PB, I am accepting.
I use OTRS since April and already 3 times this message.

Sorry for my english.

Cordially.

Fabien

[crythias]

Version of OTRS?
The information you've provided is not enough to diagnose. For instance, current version of OTRS has a comment at that line.
There has to be more info, but if your otrs.log doesn't have it ...

[fabien1459]

Version of OTRS is 2.4.7 on W2008 R2.

And the correct message is:

Illegal division by Zero at C:/Progra~2/OTRS/OTRS//kernel/system/Ticket.pm line 2254

[crythias]

OK, but no other log messages anywhere? (hint: otrs.log)
There is no division function at stock 2.4.7 Ticket.pm
http://source.otrs.org/viewvc.cgi/otrs/ ... =rel-2_4_7

Code: Select all

2253	            # update first response time to $DestinationTime
2254	            $Self->{DBObject}->Do(
2255	                SQL => 'UPDATE ticket SET escalation_response_time = ? WHERE id = ?',
2256	                Bind => [ \$DestinationTime, \$Ticket{TicketID}, ]
2257	            );

What does yours look like? (Hint: get http://notepad-plus-plus.org/ for something that can show you line numbers).

[jojo]

are you trying to run the support assessement module but have no ticket in your system

[fabien1459]

I have no error messages in the otrs log.
But this morning, few users can connect but no all.

[crythias]

viewtopic.php?f=81&t=7868
It *might* be happening because you have a "0" escalation time.
But it doesn't really make sense based upon stock otrs.
There is still not enough information to diagnose. Please post a few relevant lines of *your* Ticket.pm around that line number.