System log error when opening a new ticket.

[rudischmitz]

Whenever a user navigates to the new ticket window I get this error three times in the system log. I know this is a postgresql related syntax error. Servicedesk is the name of a valid default queue that is hidden to users on the webpage. Unhiding it doesn't fix it though


Fri Jun 29 13:44:07 2012 error OTRS-CGI-10 ERROR: invalid input syntax for integer: "2||ServiceDesk", SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.first_response_time, q.first_response_notify, q.update_time, q.update_notify, q.solution_time, q.solution_notify, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.default_sign_key, q.calendar_name, q.create_time, q.change_time FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = ? LIMIT 1'

This is a centos 6.2 server, otrs version 3.1.7. with postgresql server. Anyone seen this type of error? It seems to work fine just throws these errors in the logs.


I figured out it is my ACL addition in Config.pm causing this. here is what it looks like.


$Self->{TicketAcl}->{'Incident ACL'} = {
# blah blah
Properties => {
Type => {
Name => ['Incident'],
}
},
# return possible options
Possible => {
# possible ticket options (white list)
Ticket => {
Service => ['service1', 'service2', 'serivce3', 'service4'],
},
},
};

$Self->{TicketAcl}->{'Request ACL'} = {
# blah blah
Properties => {
Type => {
Name => ['Request'],
}
},
# return possible options
Possible => {
# possible ticket options (white list)
Ticket => {
Service => ['service1', 'service2'],
},
},
};

Any suggestions on ACL syntax to get rid of the "invalid input syntax for integer" error above?

Thanks.

[crythias]

AND q.id = ?

"2||ServiceDesk"

Nope, not an integer.
"2" is an integer. Try it...

"Where do I change this?"

Servicedesk is the name of a valid default queue that is hidden to users on the webpage

[jojo]

can you please post your sysconfig settings for customer interface

[rudischmitz]

here is my syconfig exported settings file, the password and domain names have been edited.

# OTRS config file (automatically generated)
# VERSION:1.1
package Kernel::Config::Files::ZZZAuto;
use utf8;
sub Load {
my ($File, $Self) = @_;
$Self->{'PostmasterDefaultQueue'} = 'Postmaster';
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'} = '0';
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'QueueDefault'} = 'ServiceDesk';
$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'} = '0';
$Self->{'Ticket::StorageModule'} = 'Kernel::System::Ticket::ArticleStorageFS';
$Self->{'Ticket::IndexModule'} = 'Kernel::System::Ticket::IndexAccelerator::StaticDB';
$Self->{'Ticket::CustomerArchiveSystem'} = '1';
$Self->{'Ticket::ArchiveSystem'} = '1';
$Self->{'Ticket::Service::Default::UnknownCustomer'} = '1';
$Self->{'Ticket::Service'} = '1';
$Self->{'Ticket::Type'} = '1';
$Self->{'Customer::AuthModule::LDAP::Params'} = {
'async' => 0,
'port' => 389,
'timeout' => 120,
'version' => 3
};
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypassword';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'DOMAINNAME\\otrs_ldap';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_allow,CN=Users,DC=mydomain,DC=com';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=com';
$Self->{'Customer::AuthModule::LDAP::Host'} = [
'dc3.mydomain.com',
'dc2.mydomain.com',
'dc1.mydomain.com',
'dc4.mydomain.com'
];
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'CustomerGroupSupport'} = '1';
delete $Self->{'PreferencesGroups'}->{'SpellDict'};
$Self->{'NotificationSenderEmail'} = 'help@mydomain.com';
$Self->{'NotificationSenderName'} = 'OTRS Notification';
$Self->{'SendmailNotificationEnvelopeFrom'} = 'help@mydomain.com';
$Self->{'SendmailModule::AuthPassword'} = 'mypassword';
$Self->{'SendmailModule::AuthUser'} = 'help';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::Host'} = 'mailserver1.mydomain.com';
$Self->{'CustomerHeadline'} = 'mydomain Technologies Support';
$Self->{'Organization'} = 'mydomain Technologies';
$Self->{'AdminEmail'} = 'help@mydomain.com';
$Self->{'HttpType'} = 'https';
$Self->{'FQDN'} = 'help.mydomain.com';
$Self->{'SecureMode'} = '1';
}
1;

[crythias]

The answer is where you forced your queue on the customer (in the dtl) get rid of ||servicedesk.

[rudischmitz]

So do I change this under Sysconfig web GUI or edit a .dtl text file? Thanks for your help.

[crythias]

So do I change this under Sysconfig web GUI or edit a .dtl text file? Thanks for your help.

You should be able to answer this question based upon how you forced the queue to be hidden. I'm not trying to be mean, but you customized this, and I can't guess where you customized it to break OTRS.
I told you where to fix it in my first post
I told you where to fix it in my second post
You're still asking where to fix it?

[rudischmitz]

I was able to fix the error in the logs by adding this before my ACL rules in the Config.pm. I go the fix by following "Setting a default queue in v3 using Config.pm" from the wiki > http://wiki.otterhub.org/index.php?titl ... _Front_End

# Setting a default queue in v3 using Config.pm
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketMessage'} = {
'Title' => 'New Ticket',
'Description' => 'Create tickets',
'NavBarName' => 'Ticket',
'NavBar' => [
{
'Description' => 'Create New Ticket',
'Name' => 'New Ticket',
'Link' => 'Action=CustomerTicketMessage;Subaction=StoreNew;Expand=3;Dest=1',
'Prio' => '100',
'AccessKey' => 'n'
}
],
};