Process Management Errors

[Eggllo]

Hey guys, I've been running into something kind of strange recently and I figured it was time I get around to figuring out what exactly is going on. After looking everywhere for other examples of this happening I haven't really had any success.

I've been getting the following errors every once and a while in my system log, but none of my tickets are having any errors, and the process is working perfectly with no issues. I actually only have one process in the system right now, so there's no way it's another process messing up somewhere without me noticing. I also haven't seen any specific pattern of when these errors are showing up, it's seemingly random and it's not being triggered by ticket creation or process events/transitions as far as I can tell.

Code: Select all

Fri Aug 5 08:05:11 2016	error	OTRS-otrs.Console.pl-Maint::Ticket::EscalationCheck-46	Can't process Transition for Process 'Process-9d872ee15698e12406f5a0c7ce7c38c2', can't get State out of the config!
Fri Aug 5 08:05:11 2016	error	OTRS-otrs.Console.pl-Maint::Ticket::EscalationCheck-46	No Data for Process 'Process-9d872ee15698e12406f5a0c7ce7c38c2' found!

I know it says it can't process the transition, but It seems to be processing transitions just fine... Currently the only process ticket open has been dormant for a while actually, yet the errors are showing up.

It doesn't seem to be affecting the system in any way, but it would be nice to figure out what exactly is going on here if anyone has any advice for me.

Thanks

[wurzel]

Hi,

can't get State out of the config

seems to be a wrong state for the process
Flo

[Eggllo]

Process state or ticket state? I wasn't aware that there had to be a specific state for a process... I don't think I ever change the state during my process either. I will check to make sure and let you know.

[Eggllo]

I can confirm that none of my transitions try to change the state of the ticket. Is there some limitation on what ticket states can become process tickets?

[skullz]

by default, the ticket state is 'new'..
do this state is available / valid??

Sysconfig > ProcessManagement > Core

[Eggllo]

So I've learned a few more things about these errors....

The errors seem to be showing up every hour now, which didn't seem to be happening beforehand. Every hour at x:01. The errors still don't actually seem to be causing any issues though which is strange.

by default, the ticket state is 'new'..
do this state is available / valid??

Sysconfig > ProcessManagement > Core

The ticket state "new" is still valid and available, but it isn't the state that the ticket is in currently. We have a special state for when someone opens a ticket on behalf of a customer and that is the state it is currently in. We started the process from that state. Do you have to start with "new" for every process ticket? If so that would be kind of strange in my opinion... I'll try changing our custom state's type to "new" instead of open and see if that does anything.

[Eggllo]

As an update;

I tried creating another process that was completely different, and setting the process that I though was causing this to "Fade away," but the errors are still occuring and I really am not sure why. It's turning into spam errors in my log at this point, and is notably only referencing my new process. The old ones that were set to fade away aren't causing any errors now.

Code: Select all

Thu Aug 11 14:02:12 2016	notice	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Run GenericAgent Job 'Tickets Closed Today' from db.
Thu Aug 11 14:01:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Can't process Transition for Process 'Process-bfe09d974e957c1bc1e9279325e01aae', can't get State out of the config!
Thu Aug 11 14:01:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	No Data for Process 'Process-bfe09d974e957c1bc1e9279325e01aae' found!
Thu Aug 11 14:01:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Can't process Transition for Process 'Process-bfe09d974e957c1bc1e9279325e01aae', can't get State out of the config!
Thu Aug 11 14:01:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	No Data for Process 'Process-bfe09d974e957c1bc1e9279325e01aae' found!
Thu Aug 11 14:01:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Can't process Transition for Process 'Process-bfe09d974e957c1bc1e9279325e01aae', can't get State out of the config!
Thu Aug 11 14:01:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	No Data for Process 'Process-bfe09d974e957c1bc1e9279325e01aae' found!
Thu Aug 11 14:01:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Can't process Transition for Process 'Process-bfe09d974e957c1bc1e9279325e01aae', can't get State out of the config!
Thu Aug 11 14:01:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	No Data for Process 'Process-bfe09d974e957c1bc1e9279325e01aae' found!
Thu Aug 11 14:01:12 2016	notice	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Run GenericAgent Job 'Tickets Created Today' from db.
Thu Aug 11 14:00:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Can't process Transition for Process 'Process-bfe09d974e957c1bc1e9279325e01aae', can't get State out of the config!
Thu Aug 11 14:00:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	No Data for Process 'Process-bfe09d974e957c1bc1e9279325e01aae' found!
Thu Aug 11 14:00:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Can't process Transition for Process 'Process-bfe09d974e957c1bc1e9279325e01aae', can't get State out of the config!
Thu Aug 11 14:00:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	No Data for Process 'Process-bfe09d974e957c1bc1e9279325e01aae' found!
Thu Aug 11 14:00:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Can't process Transition for Process 'Process-bfe09d974e957c1bc1e9279325e01aae', can't get State out of the config!
Thu Aug 11 14:00:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	No Data for Process 'Process-bfe09d974e957c1bc1e9279325e01aae' found!
Thu Aug 11 14:00:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	Can't process Transition for Process 'Process-bfe09d974e957c1bc1e9279325e01aae', can't get State out of the config!
Thu Aug 11 14:00:13 2016	error	OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-46	No Data for Process 'Process-bfe09d974e957c1bc1e9279325e01aae' found!

I'm not 100% sure if the error is referencing line numbers but if that's the case, I haven't made any modifications to my SchedulerTaskWorker.pm and the line in question (46) would be "=item new()"

The relevant errors are coming from Kernel/System/ProcessManagement/Process.pm

Code: Select all

if ( !$Process->{State} ) {
        $Kernel::OM->Get('Kernel::System::Log')->Log(
            Priority => 'error',
            Message  => "Can't process Transition for Process '$Param{ProcessEntityID}', can't"
                . " get State out of the config!",
        );
        return;
    }

    if ( $Process->{State} eq 'Inactive' ) {
        $Kernel::OM->Get('Kernel::System::Log')->Log(
            Priority => 'error',
            Message  => "Can't process Transition for Process '$Param{ProcessEntityID}',"
                . " ProcessState is '$Process->{State}'!",
        );
        return;
    }

Is there some way that I have to assign a state to a process? I haven't changed anything from the defaults in that respect, and the only stock states that aren't enabled currently are pending states, so I don't think that would be any issue.

Any help is greatly appreciated.

[RodrigoPetter]

I'm with the exactly the same error.
I edited the source code form Process.pm saving the ticket ID when the error occurs, being able to identified that it only occurs with tickets that have exceeded the SLA time.

@Eggllo Any tip for me?

[Sabyr]

Hi!
Faced with the same problem
Any solutions?

[Sabyr]

Hi!
Faced with the same problem
Any solutions?

Problem solved
You need to fill in the values for DynamicField_ProcessManagementProcessID and DynamicField_ProcessManagementActivityID in full format, as:
Process-verylonghexvalue and Activity-verylonghexvalue

Thanks to crythias !