[otrs] Customized states causes internal server error 500

2015-12-08 Thread Edson Richter 

OTRS 5.0.3
Linux Oracle Enterprise Linux 7 x64 (RHEL 7)
Database MariaDB 5.5 (MySQL 5.5)

For sure I did something terrible wrong in states customizing. Please, 
you advise is welcome.



_*Symptom:*_

When opening the "Queue view", system throws "HTTP 500 Internal server 
error".


_*Research:*_

In Admin Log, I got the following error:

"
You have an error in your SQL syntax; check the manual that corresponds 
to your MariaDB server version for the right syntax to use near ') AND 
sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 1' at line 1, SQL: 
'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON 
sq.id = st.queue_id WHERE 1=1 AND *st.ticket_state_id IN ( )* AND 
sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 1'

"

In error_log, I got the following error:

"
[Tue Dec  8 11:31:42 2015] -e: DBD::mysql::st execute failed: You have 
an error in your SQL syntax; check the manual that corresponds to your 
MariaDB server version for the right syntax to use near ') AND (  
st.responsible_user_id IN (2)  )  LIMIT 1' at line 1 at 
/opt/otrs//Kernel/System/DB.pm line 666.

ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Tue Dec  8 11:31:42 2015

 Message: You have an error in your SQL syntax; check the manual that 
corresponds to your MariaDB server version for the right syntax to use 
near ')  AND (  st.responsible_user_id IN (2)  )  LIMIT 1' at line 
1, SQL: 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue 
sq ON sq.id = st.queue_id  WHERE 1=1 AND st.ticket_state_id IN (  )  AND 
(  st.responsible_user_id IN (2)  ) LIMIT 1'


 RemoteAddress: 192.168.1.19
 RequestURI: /otrs/index.pl

 Traceback (7571):
   Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 2187
   Module: Kernel::Output::HTML::ToolBar::TicketResponsible::Run Line: 54
   Module: Kernel::Output::HTML::Layout::Header Line: 1342
   Module: Kernel::Modules::AdminSelectBox::Run Line: 244
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 
Line: 40

   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32
"

_*Further investigation:*_

This error was being throw by the system for a long while, but I never 
got a HTTP error 500.


_*What changed:*_

Few minutes before the first error happening, I've edited one state, and 
changed its type from "open" to "pending":


*_Additional information:_

*I do use fully customized states, not the defaults ones. I believe I 
did something wrong, or missed to configure some parameter.




Would you please kindly point me which parameter in sysconfig will 
provide the information required for the IN (...) in this query?



Thanks in advance,

--
Atenciosamente,

Edson Carlos Ericksson Richter

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[otrs] OTRS 5 Notifications

2015-12-08 Thread Nick Lapp 
Since we upgraded to OTRS 5 we're getting "duplicate" notifications.  It used 
to be that we would get "ticket queue update notifications" OR "ticket create 
notifications" depending on how the ticket came into the system.  For example, 
if it landed in the postmaster queue and then got moved to a queue by a generic 
agent job, we would only get a queue update notification, and now we're getting 
both.  Here is a log of a ticket as an example:

NewTicket

New Ticket [1062591] created (Q=Technology Support;P=3 normal;S=new).

-

Admin OTRS

12/07/2015 12:31:54

CustomerUpdate

Updated: CustomerID=IMESD-HR:{Cusomter Email};CustomerUser={Customer Email}

-

Admin OTRS

12/07/2015 12:31:54

WebRequestCustomer

Customer request via web.

Zoom view

Admin OTRS

12/07/2015 12:31:54

SendAutoReply

AutoReply sent to ""Customer" ".

Zoom view

Admin OTRS

12/07/2015 12:31:55

Move

Ticket moved into Queue "Technology Support::Central Zone::InterMountain ESD" 
(7) from Queue "Tec...

-

Admin OTRS

12/07/2015 12:31:55

SendAgentNotification

"Ticket queue update notification" notification was sent to "agent 1" by 
"Email".

-

Admin OTRS

12/07/2015 12:31:56

SendAgentNotification

"Ticket queue update notification" notification was sent to "agent 2" by 
"Email".

-

Admin OTRS

12/07/2015 12:31:56

SendAgentNotification

"Ticket queue update notification" notification was sent to "agent 3" by 
"Email".

-

Admin OTRS

12/07/2015 12:31:56

SendAgentNotification

"Ticket create notification" notification was sent to "agent 1" by "Email".

-

Admin OTRS

12/07/2015 12:31:57

SendAgentNotification

"Ticket create notification" notification was sent to "agent 2" by "Email".

-

Admin OTRS

12/07/2015 12:31:57

SendAgentNotification

"Ticket create notification" notification was sent to "agent 3" by "Email".

-

Admin OTRS

12/07/2015 12:31:57


Any ideas?  We're running version 5.0.3.

Thanks!

Nick
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Re: [otrs] Customized states causes internal server error 500

2015-12-08 Thread Gerald Young 
It appears that something is requesting (as an example) ticket state_ids
where (Select state_ids from ticket_state where the state is valid and of
type open). This appears to return a null value because you don't have any
more valid states of type open and somewhere you've provided in SysConfig
(multiple places) where valid state types are open but you have no (valid)
membership of type open.

This prevents the parentheses from being populated, leading to the error.

This example of "open" applies to all such valid state types where states
are not existing or valid.

To fix: make sure SysConfig only presents valid state types that have valid
states attached.

On Tue, Dec 8, 2015 at 8:48 AM, Edson Richter 
wrote:

> OTRS 5.0.3
> Linux Oracle Enterprise Linux 7 x64 (RHEL 7)
> Database MariaDB 5.5 (MySQL 5.5)
>
> For sure I did something terrible wrong in states customizing. Please, you
> advise is welcome.
>
>
> *Symptom:*
>
> When opening the "Queue view", system throws "HTTP 500 Internal server
> error".
>
> *Research:*
>
> In Admin Log, I got the following error:
>
> "
> You have an error in your SQL syntax; check the manual that corresponds to
> your MariaDB server version for the right syntax to use near ') AND
> sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 1' at line 1, SQL: 'SELECT
> COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id =
> st.queue_id WHERE 1=1 AND *st.ticket_state_id IN ( )* AND sq.group_id IN
> (1,10,2,3,4,5,6,7,8,9) LIMIT 1'
> "
>
> In error_log, I got the following error:
>
> "
> [Tue Dec  8 11:31:42 2015] -e: DBD::mysql::st execute failed: You have an
> error in your SQL syntax; check the manual that corresponds to your MariaDB
> server version for the right syntax to use near ')  AND (
> st.responsible_user_id IN (2)  )  LIMIT 1' at line 1 at
> /opt/otrs//Kernel/System/DB.pm line 666.
> ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Tue Dec  8 11:31:42 2015
>
>  Message: You have an error in your SQL syntax; check the manual that
> corresponds to your MariaDB server version for the right syntax to use near
> ')  AND (  st.responsible_user_id IN (2)  )  LIMIT 1' at line 1, SQL:
> 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id
> = st.queue_id  WHERE 1=1 AND st.ticket_state_id IN (  )  AND (
> st.responsible_user_id IN (2)  )  LIMIT 1'
>
>  RemoteAddress: 192.168.1.19
>  RequestURI: /otrs/index.pl
>
>  Traceback (7571):
>Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 2187
>Module: Kernel::Output::HTML::ToolBar::TicketResponsible::Run Line: 54
>Module: Kernel::Output::HTML::Layout::Header Line: 1342
>Module: Kernel::Modules::AdminSelectBox::Run Line: 244
>Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041
>Module:
> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
> Line: 40
>Module: (eval) (v1.99) Line: 207
>Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
>Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
>Module: ModPerl::Registry::handler (v1.99) Line: 32
> "
>
> *Further investigation:*
>
> This error was being throw by the system for a long while, but I never got
> a HTTP error 500.
>
> *What changed:*
>
> Few minutes before the first error happening, I've edited one state, and
> changed its type from "open" to "pending":
>
>
>
> *Additional information: *I do use fully customized states, not the
> defaults ones. I believe I did something wrong, or missed to configure some
> parameter.
>
>
>
> Would you please kindly point me which parameter in sysconfig will provide
> the information required for the IN (...) in this query?
>
>
> Thanks in advance,
>
> --
> Atenciosamente,
>
> Edson Carlos Ericksson Richter
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Customized states causes internal server error 500

2015-12-08 Thread Edson Richter 

Thanks.
I've reset the ViewableStateType configuration, and rebuild 
configuration, deleted caches and restarted httpd.

Now it is working again.

Interesting part is: after reset ViewableStateType came with 4 options. 
I've deleted the one I did not want, and now it is working.


Regards,

Atenciosamente,

Edson Carlos Ericksson Richter

Em 08/12/2015 13:50, Gerald Young escreveu:
It appears that something is requesting (as an example) ticket 
state_ids where (Select state_ids from ticket_state where the state is 
valid and of type open). This appears to return a null value because 
you don't have any more valid states of type open and somewhere you've 
provided in SysConfig (multiple places) where valid state types are 
open but you have no (valid) membership of type open.


This prevents the parentheses from being populated, leading to the error.

This example of "open" applies to all such valid state types where 
states are not existing or valid.


To fix: make sure SysConfig only presents valid state types that have 
valid states attached.


On Tue, Dec 8, 2015 at 8:48 AM, Edson Richter 
mailto:edsonrich...@hotmail.com>> wrote:


OTRS 5.0.3
Linux Oracle Enterprise Linux 7 x64 (RHEL 7)
Database MariaDB 5.5 (MySQL 5.5)

For sure I did something terrible wrong in states customizing.
Please, you advise is welcome.


_*Symptom:*_

When opening the "Queue view", system throws "HTTP 500 Internal
server error".

_*Research:*_

In Admin Log, I got the following error:

"
You have an error in your SQL syntax; check the manual that
corresponds to your MariaDB server version for the right syntax to
use near ') AND sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 1'
at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id )) FROM
ticket st INNER JOIN queue sq ON sq.id  =
st.queue_id WHERE 1=1 AND *st.ticket_state_id IN ( )* AND
sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 1'
"

In error_log, I got the following error:

"
[Tue Dec  8 11:31:42 2015] -e: DBD::mysql::st execute failed: You
have an error in your SQL syntax; check the manual that
corresponds to your MariaDB server version for the right syntax to
use near ')  AND ( st.responsible_user_id IN (2)  )  LIMIT 1'
at line 1 at /opt/otrs//Kernel/System/DB.pm line 666.
ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Tue Dec  8
11:31:42 2015

 Message: You have an error in your SQL syntax; check the manual
that corresponds to your MariaDB server version for the right
syntax to use near ')  AND ( st.responsible_user_id IN (2)  ) 
LIMIT 1' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id

)) FROM ticket st INNER JOIN queue sq ON sq.id
 = st.queue_id  WHERE 1=1 AND st.ticket_state_id IN
(  )  AND (  st.responsible_user_id IN (2)  )  LIMIT 1'

 RemoteAddress: 192.168.1.19
 RequestURI: /otrs/index.pl 

 Traceback (7571):
   Module: Kernel::System::Ticket::TicketSearch::TicketSearch
Line: 2187
   Module: Kernel::Output::HTML::ToolBar::TicketResponsible::Run
Line: 54
   Module: Kernel::Output::HTML::Layout::Header Line: 1342
   Module: Kernel::Modules::AdminSelectBox::Run Line: 244
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041
   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
Line: 40
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32
"

_*Further investigation:*_

This error was being throw by the system for a long while, but I
never got a HTTP error 500.

_*What changed:*_

Few minutes before the first error happening, I've edited one
state, and changed its type from "open" to "pending":

*_Additional information:_

*I do use fully customized states, not the defaults ones. I
believe I did something wrong, or missed to configure some parameter.



Would you please kindly point me which parameter in sysconfig will
provide the information required for the IN (...) in this query?


Thanks in advance,

-- 
Atenciosamente,


Edson Carlos Ericksson Richter


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[otrs] Creating a new Queue view tab

2015-12-08 Thread Edson Richter 

Hi!

In the queue view there are two tabs, and I can see "All tickets" and 
"Available tickets" (sorry if it's not the correct translation).
Is there any easy (not programming) way to add a third "Pending tickets" 
view into this screen?


Thanks for any tips.

--
Atenciosamente,

Edson Carlos Ericksson Richter

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