[SOLVED] Events Ticket Calendar not working

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pmontesd
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[SOLVED] Events Ticket Calendar not working

Post by pmontesd »

Hello:

I am very interested in Events Ticket Calendar feature but not able to make it work.

As suggested by OTRS Admin doc, I have:
  • Created two Date/Time Dynamic Fields for Tickets
  • Set DynamicFieldStartTime and DynamicFieldEndTime in Frontend::Agent::Dashboard::EventsTicketCalendar
  • Set Queues in Frontend::Agent::Dashboard::EventsTicketCalendar
However no ticket is shown in the calendar widget. Taking a look at the log, I've found:

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Dec 30 14:12:37 2013

Message: Invalid Date '1970-01-01 00:00:00'!

RemoteAddress: 10.1.60.190
RequestURI: /otrs/index.pl?Action=AgentDashboard

Traceback (19564):
Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.1) Line: 314
Module: Kernel::System::DynamicFieldValue::ValueValidate (OTRS 3.3.1) Line: 417
Module: Kernel::System::DynamicField::Driver::BaseDateTime::ValueValidate (OTRS 3.3.1) Line: 69
Module: Kernel::System::DynamicField::Backend::ValueValidate (OTRS 3.3.1) Line: 759
Module: Kernel::System::TicketSearch::TicketSearch (OTRS 3.3.1) Line: 1038
Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::Run (OTRS 3.3.1) Line: 121
Module: Kernel::Modules::AgentDashboardCommon::_Element (OTRS 3.3.1) Line: 825
Module: Kernel::Modules::AgentDashboardCommon::Run (OTRS 3.3.1) Line: 562
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.1) Line: 863
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Dec 30 14:12:37 2013

Message: Search not executed due to invalid value '1970-01-01 00:00:00' on field 'TicketCalendarStartTime'!

RemoteAddress: 10.1.60.190
RequestURI: /otrs/index.pl?Action=AgentDashboard

Traceback (19564):
Module: Kernel::System::TicketSearch::TicketSearch (OTRS 3.3.1) Line: 1044
Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::Run (OTRS 3.3.1) Line: 121
Module: Kernel::Modules::AgentDashboardCommon::_Element (OTRS 3.3.1) Line: 825
Module: Kernel::Modules::AgentDashboardCommon::Run (OTRS 3.3.1) Line: 562
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.1) Line: 863
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Dec 30 14:27:07 2013

Message: The given param 'QueueIDs' is invalid or an empty array reference!

RemoteAddress: 10.1.5.20
RequestURI: /otrs/index.pl?Action=AgentDashboard

Traceback (2380):
Module: Kernel::System::TicketSearch::TicketSearch (OTRS 3.3.1) Line: 325
Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::Run (OTRS 3.3.1) Line: 121
Module: Kernel::Modules::AgentDashboardCommon::_Element (OTRS 3.3.1) Line: 825
Module: Kernel::Modules::AgentDashboardCommon::Run (OTRS 3.3.1) Line: 562
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.1) Line: 863
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31
As shown, all entries are related to DashboardEventsTicketCalendar. It seems to be a time/date issue, but on Support Assessment everything seems all right with date format:
Check NLS_DATE_FORMAT.
Your NLS_DATE_FORMAT setting is YYYY-MM-DD HH24:MI:SS.

OK Check NLS_DATE_FORMAT by using SELECT statement.
NLS_DATE_Format has the right format (2013-11-07 13:03:01).
Can anyone shed any light on this, please?

Regards,

Regards,
Last edited by pmontesd on 30 Dec 2013, 22:21, edited 1 time in total.
OTRS 3.3.5 - ITSM Bundle 3.3.5 on Centos 6.4 with Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - Prod.
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crythias
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Re: Events Ticket Calendar not working

Post by crythias »

> Set Queues in Frontend::Agent::Dashboard::EventsTicketCalendar
> The given param 'QueueIDs' is invalid or an empty array reference!
This means a ticket search was performed with a blank or invalid queue
  • > Search not executed due to invalid value '1970-01-01 00:00:00' on field 'TicketCalendarStartTime'!
    This means TicketCalendarStartTime is null or zero.
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pmontesd
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Re: Events Ticket Calendar not working

Post by pmontesd »

Thank you, crythias!

The QueueIds problema seems to be solved.

On the other hand, about the date problem, What's the use of the search with "1970-01-01 00:00:00"?

Regards,
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Re: Events Ticket Calendar not working

Post by crythias »

It means you are doing a search with a bad minimum start time. Since this is something you did, I'm not sure I can tell you what to fix.
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pmontesd
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Re: Events Ticket Calendar not working

Post by pmontesd »

Sorry, crythias. I don't understand. What do you mean by "this is something that you did"? I get that error every time I refresh the Dashboard and it seems triggered by the Events Ticket Calendar widget.

Thanks for your interest.

Regards,
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crythias
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Re: Events Ticket Calendar not working

Post by crythias »

I don't know much about the Events Ticket Calendar. I am merely responding to the error message.

Would it be possible that you update your signature with your OTRS version and OS so people who respond don't have to hunt or ask for that information?

Can you provide information for someone to reproduce your experience?
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pmontesd
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Re: Events Ticket Calendar not working

Post by pmontesd »

Ok crythias. Thanks for the advice and for your effort.

I have added TicketCalendarStartTime and TicketCalendarEndTime as Date/Time Dynamic Fields for Tickets. I have al included both fields in the New Phone Ticket form. I have verified that both Dynamic Fields work by doing searches using those fields.

I have included just one queue in Frontend::Agent::Dashboard::EventsTicketCalendar::Queues setting. I have done tests with no ticket in that queue. I have done tests with all the tickets in that queue having TicketCalendarStartTime and TicketCalendarEndTime set. However, I always get the same result: no ticket shown in the widget and the following entries in the log:
ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Dec 30 14:12:37 2013

Message: Invalid Date '1970-01-01 00:00:00'!

RemoteAddress: 10.1.60.190
RequestURI: /otrs/index.pl?Action=AgentDashboard

Traceback (19564):
Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.1) Line: 314
Module: Kernel::System::DynamicFieldValue::ValueValidate (OTRS 3.3.1) Line: 417
Module: Kernel::System::DynamicField::Driver::BaseDateTime::ValueValidate (OTRS 3.3.1) Line: 69
Module: Kernel::System::DynamicField::Backend::ValueValidate (OTRS 3.3.1) Line: 759
Module: Kernel::System::TicketSearch::TicketSearch (OTRS 3.3.1) Line: 1038
Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::Run (OTRS 3.3.1) Line: 121
Module: Kernel::Modules::AgentDashboardCommon::_Element (OTRS 3.3.1) Line: 825
Module: Kernel::Modules::AgentDashboardCommon::Run (OTRS 3.3.1) Line: 562
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.1) Line: 863
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Dec 30 14:12:37 2013

Message: Search not executed due to invalid value '1970-01-01 00:00:00' on field 'TicketCalendarStartTime'!

RemoteAddress: 10.1.60.190
RequestURI: /otrs/index.pl?Action=AgentDashboard

Traceback (19564):
Module: Kernel::System::TicketSearch::TicketSearch (OTRS 3.3.1) Line: 1044
Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::Run (OTRS 3.3.1) Line: 121
Module: Kernel::Modules::AgentDashboardCommon::_Element (OTRS 3.3.1) Line: 825
Module: Kernel::Modules::AgentDashboardCommon::Run (OTRS 3.3.1) Line: 562
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.1) Line: 863
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31
Any other idea?

Kind regards,
OTRS 3.3.5 - ITSM Bundle 3.3.5 on Centos 6.4 with Oracle Database 10g Enterprise Edition Release 10.2.0.4.0 - Prod.
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crythias
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Re: Events Ticket Calendar not working

Post by crythias »

pmontesd wrote:I have added TicketCalendarStartTime and TicketCalendarEndTime as Date/Time Dynamic Fields for Tickets. I have al included both fields in the New Phone Ticket form. I have verified that both Dynamic Fields work by doing searches using those fields.
So far, these have nothing to do with EventsTicketCalendar. They're just your own custom fields. Incidentally, they'd be referenced as DynamicField_TicketCalendarStartTime.

I'd be interested in a screenshot of what you made changes to with respect to Frontend::Agent::Dashboard::EventsTicketCalendar::Queues
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Re: Events Ticket Calendar not working

Post by pmontesd »

Hello again,

After replacing:

Code: Select all

    my %DynamicFieldTimeSearch = (
        'DynamicField_' . $StartTimeDynamicField => {
            GreaterThanEquals => '1970-01-01 00:00:00',
        },
        'DynamicField_' . $EndTimeDynamicField => {
            GreaterThanEquals => '1970-01-01 00:00:00',
        },
    );
by:

Code: Select all

    my %DynamicFieldTimeSearch = (
        'DynamicField_' . $StartTimeDynamicField => {
            GreaterThanEquals => '1970-01-01 00:00:01',
        },
        'DynamicField_' . $EndTimeDynamicField => {
            GreaterThanEquals => '1970-01-01 00:00:01',
        },
    );
in Kernel::Output::HTML::DashboardEventsTicketCalendar::Run, it seems to work!

Does it has sense to anyone?

Regards,
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Re: Events Ticket Calendar not working

Post by crythias »

The TIMESTAMP data type is used for values that contain both date and time parts. TIMESTAMP has a range of '1970-01-01 00:00:01' UTC to '2038-01-19 03:14:07' UTC.
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Re: Events Ticket Calendar not working

Post by pmontesd »

Thank you crythias. It does make sense.

I will try to report this bug to OTRS team through http://bugs.otrs.org/

Kind regards,
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Re: [SOLVED] Events Ticket Calendar not working

Post by nedmaj »

Hi everyone,

Did anyone reported this bug? I'm using version 4.0.15 and still have the same problem.

Code: Select all

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue May 24 13:52:22 2016

 Message: The value for the field Date is in the past! The date needs to be in the future!

 RemoteAddress: 10.41.4.134
 RequestURI: /otrs/index.pl?Action=AgentDashboard

 Traceback (5437):
   Module: Kernel::System::DynamicField::Driver::BaseDateTime::ValueValidate Line: 106
   Module: Kernel::System::DynamicField::Backend::ValueValidate Line: 756
   Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 1268
   Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::Run Line: 118
   Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 838
   Module: Kernel::Modules::AgentDashboardCommon::Run Line: 555
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1001
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Tue May 24 13:52:22 2016] -e: Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs//Kernel/System/Log.pm line 197.
[Tue May 24 13:52:22 2016] -e: Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs//Kernel/System/Log.pm line 197.
ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue May 24 13:52:22 2016

 Message: Search not executed due to invalid value '1970-01-01 00:00:00' on field 'DataInicio'!

 RemoteAddress: 10.41.4.134
 RequestURI: /otrs/index.pl?Action=AgentDashboard

 Traceback (5437):
   Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 1274
   Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::Run Line: 118
   Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 838
   Module: Kernel::Modules::AgentDashboardCommon::Run Line: 555
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1001
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31
Samuel

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Re: [SOLVED] Events Ticket Calendar not working

Post by nedmaj »

I've found the bug and reopened it:

http://bugs.otrs.org/show_bug.cgi?id=10130
Samuel

Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
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Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
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cbg
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Re: [SOLVED] Events Ticket Calendar not working

Post by cbg »

Hi,

this bug still appears in OTRS 5.0.16 ( 5s ) with UTF-8 and Locales = DE-DE-UTF8

Cheers Cbg
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