[SOLVED]Software Error :: Invalid version format

[franklinfarias]

Hello,
After performing the upgrade OTRS (Windows) 2.7.4 to 3.0.8, one can no longer perform the closing of the ticket.
The following message appears:

Software error:

Invalid version format (non-numeric data) at E: / 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.

Has anyone solved this problem?

Franklin

[MichaelR]

Apache Logs, OTRS Logs... Did you refresh the config? Are all the packages installed properly? etc...

[yuri0001]

Hi!
I have a same problem: http://forums.otrs.org/viewtopic.php?f=62&t=10172
All pockets installed properly without any messages. 2 days before was installed ITSM 3.04 and made some customization in AgentTicketZoom.dtl file to disable display some fields on the screen. But I regained Config and set aside the changes in this files

[franklinfarias]

I checked the log file ... OTRS / / var / log / otrs.log containing the error

Code: Select all

[Mon Jun 20 09:56:54 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 (11) AND st.ticket_state_id IN' at line 1, SQL: 'SELECT DISTINCT count(*) 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 (11) AND st.ticket_state_id IN (7)  AND st.until_time <= 1308574554 LIMIT 10000'

Edit ...otrs / Kernel / System / Ticket.pm on line 4135
The problem was solved.

Thanks!!!

[Sutti]

Hey together,

i´ve had the same problem, but got solved by updating the ITSM to the newest version.

Still don´t know why this occured?!

Regards

[MichaelR]

I think it occured because when closing a Ticket that screen left the ImpactID as NULL or blank, and that SQL query needed it, hence the epic fireball error.

[crythias]

st.ticket_state_id IN (  )

This means that what you're closing has an invalid ticket_state_id. Likely it's because the state the ticket is in doesn't match some filter. Sometimes this is a display filter, sometimes it's some other filter.