Hi,
I have a problem with merged tickets
(http://thread.gmane.org/gmane.comp.otrs.user/35440/).
I didn't have much time to investigate the issue until today and I fount
interesting log entries.
I found out that it had to do with the fact that I renamed the default
"Merged" state. When I rename it back to "Merged", I don't get any
errors, but when I use another name for it (Fusionné, french
translation), I get the errors below. Also, when renamed, the status of
the child object remains "Waiting for agent", while when not renamed,
the status of the child object is "Merged".
I think that I may have the same problem with the "pending auto close"
status. I don't have time to test right now and it is not something
that we use a lot, but the last time I tested I think it happen
something similar (ticket not close, error in the logs).
For now I'll just change back the name of my merged status, but I'd be
glad if the problem could be fixed. I'm running 3.0.13.
Here is the error when we close the parent of a merged ticket when the
merge status is not "Merged"
ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013
Message: State 'merged' not found!
Traceback (27197):
Module: Kernel::System::State::StateGet (v1.48.2.1) Line: 246
Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5564
Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489
Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179
Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 46
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
[Tue Mar 5 11:03:44 2013] -e: Use of uninitialized value in
concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161.
ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013
Message: Need StateID or State!
Traceback (27197):
Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5573
Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489
Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179
Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 46
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
Thanks
-
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