Ticket ID going Backwards!

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

Ticket ID going Backwards!

Post by guillo »

My OTRS is working.... sort of fine: Sometimes my users report "root" tickets, these tickets have no info on them, and as far as I know,it's because the tickest fail to create an article id. But we can live with that. As today we haven't figured out why it happens.

Today I was looking at my Apache error log, and its huge, 200Mb, considering that just a couple a weeks I created new ones. I noticed a lot of this errors:

Code: Select all

Message: No article found for TicketID 123107!

 Traceback (1148): 
   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: Wed Aug 22 09:04:38 2012

 Message: Need TicketNumber!

 Traceback (1148): 
   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: Wed Aug 22 09:04:38 2012

 Message: Need TicketID!

 Traceback (1148): 
   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: Wed Aug 22 09:04:38 2012

 Message: Need TicketID!

 Traceback (1148): 
   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: Wed Aug 22 09:04:38 2012

 Message: Need TicketID!

 Traceback (1148): 
   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: Wed Aug 22 09:04:38 2012

 Message: Need TicketID!

 Traceback (1148): 
   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: Wed Aug 22 09:04:38 2012
And when I say a lot.. I mean a lot of them. As much as 30 of those in the same second. Everyday, at random.
and it gets better...
The ticket ID is going backwards, in this example the ticket ID is 123107, that's from Aug 22. Today, the ticket ID on the apache error log is on 104503... this means it will eventually get to cero, and that freaks me out to say the least.

When I checked the ticket ID in the OTRS AGENT INTERFACE, I found that the ticket is empty (no data at all) and this error appears if I click on it

Error Message: No TicketID is given!

Code: Select all

Backend ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Fri Aug 31 15:06:11 2012 Message: No TicketID is given! Traceback (3100): Module: Kernel::Output::HTML::Layout::Error (v1.351.2.5) Line: 1118 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.5) Line: 1101 Module: Kernel::Modules::AgentTicketZoom::Run (v1.25) Line: 101 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
We are thinking about upgrading the OTRS to 3.0.13 just to see if it solves the problem... But I'm not sure its going to work.

So, any ideas on what might be causing these errors and more important, how to fix it ?

----EDIT--- If the ticket ID is going backwards... shouldn't be some kind duplicate IDs or some sort of conflict ????
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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Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
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Re: Ticket ID going Backwards!

Post by crythias »

You may want to check your consistency of the database in general.
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: Ticket ID going Backwards!

Post by guillo »

crythias wrote:You may want to check your consistency of the database in general.

Will do... :-S

Aparently the TICKT ID goes backwards and then back to top, weird...
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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