Error: Need Ticket ID!

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guillo
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Posts: 98
Joined: 16 May 2012, 20:05
Znuny Version: 3.0.7

Error: Need Ticket ID!

Post by guillo »

Our users are constantly reporting the following screen after saving a new ticket. Sometimes the same error screens appear when trying to close a ticket.

Image

They just have to hit F5 in order to continue with normal operations. Sometimes, while closing a ticket it'll send the same error screen and will not send the notification of closed ticket. This is totally random.

We are using OTRS 3.0.6, on a windows 2008 Server. Our database has already reached the 4,000,000+ records.

The apache error log shows this HUGE amount of errors at practically the same time (these is from another event, not the one on the previus screen shot), all this in just a second!!

Code: Select all


Scalars leaked: 1
ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:55 2012

 Message: No article found for TicketID 115226!

 Traceback (5684): 
   Module: Kernel::System::Ticket::Article::ArticleLastCustomerArticle (v1.274) Line: 1166
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 137
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:55 2012

 Message: Need TicketNumber!

 Traceback (5684): 
   Module: Kernel::System::Ticket::TicketSubjectClean (v1.488.2.1) Line: 827
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 142
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:55 2012

 Message: Need TicketID!

 Traceback (5684): 
   Module: Kernel::System::Ticket::TicketPermission (v1.488.2.1) Line: 3198
   Module: Kernel::Output::HTML::TicketMenuLock::Run (v1.18) Line: 51
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 179
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:55 2012

 Message: Need TicketID!

 Traceback (5684): 
   Module: Kernel::System::Ticket::TicketPermission (v1.488.2.1) Line: 3198
   Module: Kernel::Output::HTML::TicketMenuGeneric::Run (v1.15) Line: 54
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 179
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31
ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:55 2012

 Message: Need TicketID!

 Traceback (5684): 
   Module: Kernel::System::Ticket::TicketPermission (v1.488.2.1) Line: 3198
   Module: Kernel::Output::HTML::TicketMenuGeneric::Run (v1.15) Line: 54
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 179
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:55 2012

 Message: Need TicketID!

 Traceback (5684): 
   Module: Kernel::System::Ticket::TicketPermission (v1.488.2.1) Line: 3198
   Module: Kernel::Output::HTML::TicketMenuGeneric::Run (v1.15) Line: 54
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 179
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:55 2012

 Message: No article found for TicketID 112173!

 Traceback (5684): 
   Module: Kernel::System::Ticket::Article::ArticleLastCustomerArticle (v1.274) Line: 1166
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 137
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:55 2012

 Message: Need TicketNumber!

 Traceback (5684): 
   Module: Kernel::System::Ticket::TicketSubjectClean (v1.488.2.1) Line: 827
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 142
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31
This is just fraction of the errors generated, in all there are over 5000 lines of the same, all at the same time to the second.

There are another set of really interesting errors:

After thousands of lines...it changes and then goes back to the same.

Code: Select all

[Tue Jul 17 11:51:56 2012] -e: Use of uninitialized value in concatenation (.) or string at F:/PROGRA~1/OTRS/OTRS//Kernel/Output/HTML/LayoutTicket.pm line 1401.
ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Tue Jul 17 11:51:56 2012

 Message: Need TicketID!

 Traceback (5684): 
   Module: Kernel::System::Ticket::TicketFlagGet (v1.488.2.1) Line: 7536
   Module: Kernel::Output::HTML::LayoutTicket::TicketMetaItems (v1.123) Line: 1413
   Module: Kernel::Output::HTML::TicketOverviewSmall::Run (v1.37) Line: 381
   Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.123) Line: 1363
   Module: Kernel::Modules::AgentTicketSearch::Run (v1.118.2.2) Line: 1094
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
   Module: ModPerl::ROOT::ModPerl::Registry::F_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31
And...

Code: Select all

Tue Jul 17 11:51:56 2012] -e: Use of uninitialized value in numeric eq (==) at F:/PROGRA~1/OTRS/OTRS//Kernel/Output/HTML/LayoutTicket.pm line 1426.
[Tue Jul 17 11:51:56 2012] -e: Use of uninitialized value in numeric eq (==) at F:/PROGRA~1/OTRS/OTRS//Kernel/Output/HTML/LayoutTicket.pm line 1426.
It goes like this for several thousands more lines.

And these are the lines the Apache is complaining about (LayoutTicket.pm)

Code: Select all

if (
                $Self->{UserID} == $Param{Ticket}->{OwnerID}
                || $Self->{UserID} == $Param{Ticket}->{ResponsibleID}
                )
Any thoughts?
OTRS V 3.0.7 Windows 2008 x64 going for 3.1.7
OTRS 3.1.12 on LINUX UBUNTU SERVER
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crythias
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Re: Error: Need Ticket ID!

Post by crythias »

Customized anything?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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guillo
Znuny newbie
Posts: 98
Joined: 16 May 2012, 20:05
Znuny Version: 3.0.7

Re: Error: Need Ticket ID!

Post by guillo »

crythias wrote:Customized anything?
The changes that I've done to the code so far are:

- Program Files\OTRS\OTRS\Kernel\System\Ticket\ArticleStorageFS.pm documented lines

Code: Select all

#if ( -d $Path ) {
    #    File::Path::rmtree( [$Path] );
    #}
    #if ( mkdir( "$Self->{ArticleDataDir}/check_permissions_$$", 022 ) ) {
    #    rmdir("$Self->{ArticleDataDir}/check_permissions_$$");
    #    if ( File::Path::mkpath( [$Path], 0, 0775 ) ) {
    #        File::Path::rmtree( [$Path] );
    #    }
    #}
    #else {
    #    my $Error = $!;
    #    $Self->{LogObject}->Log(
    #        Priority => 'notice',
    #        Message  => "Can't create $Self->{ArticleDataDir}/check_permissions_$$: $Error, "
    #            . "Try: \$OTRS_HOME/bin/otrs.SetPermissions.pl !",
    #    );
    #    die "Error: Can't create $Self->{ArticleDataDir}/check_permissions_$$: $Error \n\n "
    #        . "Try: \$OTRS_HOME/bin/otrs.SetPermissions.pl !!!\n";
    #}
To prevent another error screen

- Hide some search parameters. (full text and body).

I found this document from the previous OTRS admin...

How to hide Costumer_Ticket_Type_ID

Ticket -> Frontend::Customer::ModuleRegistration value of CustomerFrontend::Module###CustomerTicketMessage by entering into field "Link" this line:
Action=CustomerTicketMessage&Subaction=StoreNew&Expand=1&TypeID=3&Dest=7||Service%20Desk

Instead of:
Action=CustomerTicketMessage


Kernel\output\html\standard\customerticketmessage.dtl
Line 24: <input type="hidden" label for="TypeID"></label> <!--<label for="TypeID">$Text{"Type"}:</label>-->
Line 25: <!--$Data{"TypeStrg"}-->


<label for="TypeID">Tipo:</label> <!--<label for="TypeID">$Text{"Type"}:</label>-->

(that's all it says, I don't know if it is of any relevance).
OTRS V 3.0.7 Windows 2008 x64 going for 3.1.7
OTRS 3.1.12 on LINUX UBUNTU SERVER
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crythias
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Re: Error: Need Ticket ID!

Post by crythias »

Message: No article found for TicketID 115226!
Message: No article found for TicketID 112173!

How would you suppose tickets are created without articles?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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guillo
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Joined: 16 May 2012, 20:05
Znuny Version: 3.0.7

Re: Error: Need Ticket ID!

Post by guillo »

They are not supposed to. There is something that's causing the tickets to be created without articles, this is causing ROOT empty tickets. Ok this is interesting, this is not what I was looking for but usefull none the less. What could be the reason thickets are being created without articles?
OTRS V 3.0.7 Windows 2008 x64 going for 3.1.7
OTRS 3.1.12 on LINUX UBUNTU SERVER
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crythias
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Re: Error: Need Ticket ID!

Post by crythias »

guillo wrote:What could be the reason thickets are being created without articles?
I don't know unless you have something that calls the ticket creation thing. Also, these numbers are low for 4,000,000 ... are they old? do they represent a specific time period? Would you be comfortable using Generic Agent to delete them?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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guillo
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Posts: 98
Joined: 16 May 2012, 20:05
Znuny Version: 3.0.7

Re: Error: Need Ticket ID!

Post by guillo »

crythias wrote:
guillo wrote:What could be the reason thickets are being created without articles?
I don't know unless you have something that calls the ticket creation thing. Also, these numbers are low for 4,000,000 ... are they old? do they represent a specific time period? Would you be comfortable using Generic Agent to delete them?
Old.. two years tops. I'm investigating what could be the reason the tickets are being created without articles. This is weird indeed.

We will be performing a "trim" of our database, removing everything prior 2012 including attachments.(We are running out of space in our server).

Could this (empty root ticket) be fixed by upgrading to 3.1.X ??? just wondering.
OTRS V 3.0.7 Windows 2008 x64 going for 3.1.7
OTRS 3.1.12 on LINUX UBUNTU SERVER
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crythias
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Re: Error: Need Ticket ID!

Post by crythias »

guillo wrote:Could this (empty root ticket) be fixed by upgrading to 3.1.X ??? just wondering.
Not likely.
This is a structural issue. The article table does not contain entries for a given ticket id. An upgrade isn't going to populate the article table for non-entries.

I'd suggest backing up your database and checking the table consistency. No, serious, back up first.
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