Merged ticket doesn´t get "merged" state

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tsch157
Znuny newbie
Posts: 16
Joined: 20 Mar 2017, 11:45
Znuny Version: OTRS 5

Merged ticket doesn´t get "merged" state

Post by tsch157 »

Hello,

we have an issue with merging tickets since we updated to OTRS 5.0.15 version. A ticket that is merged to another ticket does not get the status "merged" as it should, instead its status stays open while the ticket is empty. This causes that the ticket is still shown in the ticket overview although it should disappear. The "merged" status is active and was never modified.

Further, is it possible that you can see more information about merged tickets in a master ticket like it was in the older version of OTRS? You can just see the ticket number, not the subject and its status. So if you want to check specific tasks connected to the master ticket you always have to go to each "child" to see the state and the subject of a ticket. I could not find an option in the sysconfig to set another view.

I´d appreciate any help.

Best regards!
jojo
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Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
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Re: Merged ticket doesn´t get "merged" state

Post by jojo »

- Update to the latest patchlevel (5.0.20), your version has several security issues
- Check your config about the states
- the shown columns for the ticket in the Linked Objects table can be choosen by each agent (just klick to the icon on the upper right corner of the table)
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tsch157
Znuny newbie
Posts: 16
Joined: 20 Mar 2017, 11:45
Znuny Version: OTRS 5

Re: Merged ticket doesn´t get "merged" state

Post by tsch157 »

Hello,

thank you for your answer.

Unfortunately there is no button where I can edit this view. I can just expand the linked objects list. Probably this has to be activated first with another setting in the sysconfig?

About the states: Can you specify what I should check for exactly? We performed no changes, we just updated from an older version, I think it was OTRS 2 or 3, to 5.0.15. In case you refer to the the states in ticket settings, the merged state has the following attributes:

Name: merged
State type: merged
Validity: valid
Comment: State for merged tickets.

Best regards!
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: Merged ticket doesn´t get "merged" state

Post by jojo »

Check if LinkObject::ViewMode is set to complex
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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tsch157
Znuny newbie
Posts: 16
Joined: 20 Mar 2017, 11:45
Znuny Version: OTRS 5

Re: Merged ticket doesn´t get "merged" state

Post by tsch157 »

Thank you a lot, it works. It was set to simple indeed.
Now I just have the merged state issue. Do you have an idea what this could be caused by?

Best regards!
tsch157
Znuny newbie
Posts: 16
Joined: 20 Mar 2017, 11:45
Znuny Version: OTRS 5

Re: Merged ticket doesn´t get "merged" state

Post by tsch157 »

Hello,

I´m still facing the issue with the merge state for tickets. The old ticket (child) which is merged to another ticket (master) does not get the merge state, it keeps the state "new". Therefore it is still visible and has to be closed manually. The merge works flawless.

I checked if the state is named correctly and valid. Below again the attributes of the merge state:

Name: merged
State type: merged
Validity: valid
Comment: State for merged tickets.

Is there anything else which could cause this behaviour? I already searched alot in the sysconfig. A clean solution would be great, otherwise I guess I have to try it with a generic agent job which closes such tickets automatically.

Best regards,
Thomas
tsch157
Znuny newbie
Posts: 16
Joined: 20 Mar 2017, 11:45
Znuny Version: OTRS 5

Re: Merged ticket doesn´t get "merged" state

Post by tsch157 »

I have an update. The webserver throws an error when merging tickets.

Attached the correspondig entry from /var/log/apache2/error.log

[Mon Oct 09 16:26:32 2017] [error] Malformed UTF-8 character (fatal) at /usr/share/otrs//Kernel/System/DB/mysql.pm line 113.\n

Here is the line which is throwing the error:

$$StringRef =~ s/([\x{10000}-\x{10FFFF}])/"\x{FFFD}"/eg;

Code: Select all

# Replace any unicode characters that need more than three bytes in UTF8
#   with the unicode replacement character. MySQL's utf8 encoding only
#   supports three bytes. In future we might want to use utf8mb4 (supported
#   since 5.5.3+), but that will lead to problems with key sizes on mysql.
# See also http://mathiasbynens.be/notes/mysql-utf8mb4.
sub _FixMysqlUTF8 {
    my ( $Self, $StringRef ) = @_;

    return if !$$StringRef;
    return if !Encode::is_utf8($$StringRef);

    $$StringRef =~ s/([\x{10000}-\x{10FFFF}])/"\x{FFFD}"/eg;
}
Does this help?

Best regards,
Thomas
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