Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

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iclaude
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Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

Hi,

I am having problems to display/see/sort tickets by Queue on AgentTicketQueue.

I get the following message error:

Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentTicketQueue.pm line 540. ,

Any help?

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OTRS 6
jojo
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by jojo »

OTRS version?
wich packages are installed?
any code cahnges?
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iclaude
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

jojo wrote:OTRS version?
wich packages are installed?
any code cahnges?
Version: OTRS 5.0.11
Packages:

BetterResponses
ComplementoRepository
DisableOTRSBusinessNotification
FAQ
FAQImportExport
GeneralCatalog
ImportExport
ImportExportDynamicFields
ITSM
ITSMChangeManagement
ITSMConfigurationManagement
ITSMCore
ITSMIncidentProblemManagement
ITSMServiceLevelManagement
MultilevelServiceSelect
MyTicketsDashlet
OTRSCloneDB
OTRSMasterSlave
ServiceImportExport
SlaStop
Survey
SystemMonitoring
TicketChecklist
TicketOverviewHooked
TimeAccounting
ToolbarTicketOwner
UserImportExport
Znuny4OTRS-Repo

I did not make any code changes.

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OTRS 6
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by jojo »

well a lot of packkages which might not work all togehter. Also an unsecure version of OTRS (last one was 5.0.23)

You should update to the latest version of OTRS, the last version of each package. If the error should persists, please remove the 3rd party packages step by step till you found the one causing the trouble
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by reneeb »

Run

Code: Select all

find . -name AgentTicketQueue.pm
on the command line to find the files... And you can run

Code: Select all

perl bin/otrs.Console.pl Admin::Package::FileSearch Kernel/Modules/AgentTicketQueue.pm
to find out which addon provides the module.
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by reneeb »

Simply deleting modules can be dangerous as this could cause data loss... (when the addon creates database tables on installation and deletes them on uninstall).
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iclaude
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

reneeb wrote:Run

Code: Select all

find . -name AgentTicketQueue.pm
on the command line to find the files... And you can run

Code: Select all

perl bin/otrs.Console.pl Admin::Package::FileSearch Kernel/Modules/AgentTicketQueue.pm
to find out which addon provides the module.
I am getting the following error while running the second code:

Error: Could not find Kernel::System::Console::Command::Admin::Package::Filesearch.

Can you help me see what am I doing wrong ?

Regards
OTRS 6
reneeb
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by reneeb »

FileSearch
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

reneeb wrote:FileSearch
Even with the case sentitive I still get the error:

otrs@OTRSDSI:/opt/otrs/Kernel/Modules> perl /opt/otrs/bin/otrs.Console.pl Admin::Package::FileSearch AgentTicketQueue.pm
Searching in installed OTRS packages...
Error: File AgentTicketQueue.pm was not found in an installed OTRS package.
otrs@OTRSDSI:/opt/otrs/Kernel/Modules> perl /opt/otrs/bin/otrs.Console.pl Admin::Package::FileSearch opt/otrs/Kernel/Modules/AgentTicketQueue.pm
Searching in installed OTRS packages...
Error: File opt/otrs/Kernel/Modules/AgentTicketQueue.pm was not found in an installed OTRS package.
otrs@OTRSDSI:/opt/otrs/Kernel/Modules>

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reneeb
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by reneeb »

This is a different "error". It just tells you, that no addon overrides that module... Then run

Code: Select all

grep -r "_MaskQueueView" /opt/otrs/*
in the terminal.

Is there any other message in the logfile? Something like "Need ...!"?
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iclaude
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

reneeb wrote:This is a different "error". It just tells you, that no addon overrides that module... Then run

Code: Select all

grep -r "_MaskQueueView" /opt/otrs/*
in the terminal.

Is there any other message in the logfile? Something like "Need ...!"?
After running grep -r "_MaskQueueView" /opt/otrs/ in the terminal I got this :

/opt/otrs/Kernel/Modules/AgentTicketQueue.pm: return $Self->_MaskQueueView(
/opt/otrs/Kernel/Modules/AgentTicketQueue.pm:sub _MaskQueueView {

In the System log I am getting the following:

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.user_id IN (78) ) AND tf1.ticket_key = 'Seen' AND tf1.ticket_valu' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN ticket_flag tf1 ON st.id = tf1.ticket_id WHERE 1=1 AND st.ticket_state_id IN ( ) AND ( st.user_id IN (78) ) AND tf1.ticket_key = 'Seen' AND tf1.ticket_value = '1' AND tf1.create_by = 78 LIMIT 10000'

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.user_id IN (30) ) AND tf1.ticket_key = 'Seen' AND tf1.ticket_valu' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN ticket_flag tf1 ON st.id = tf1.ticket_id WHERE 1=1 AND st.ticket_state_id IN ( ) AND ( st.user_id IN (30) ) AND tf1.ticket_key = 'Seen' AND tf1.ticket_value = '1' AND tf1.create_by = 30 LIMIT 10000'

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.user_id IN (30) ) LIMIT 10000' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id)) FROM ticket st WHERE 1=1 AND st.ticket_state_id IN ( ) AND ( st.user_id IN (30) ) LIMIT 10000'
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by reneeb »

Did you change state names? Or the state types? Can you check the sysconfig option Ticket::ViewableStateType?
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

reneeb wrote:Did you change state names? Or the state types? Can you check the sysconfig option Ticket::ViewableStateType?
Since I am using Portuguese as the main language of OTRS, the states names changed:

Name | Type
1- Por Tratar | aberto
2- Em Tratamento | aberto
3- Encerrar Caso | removido
Fechado | fechado
Fechado Automaticamente | fechado
Pendente Ext | pendente com lembrete
Pendente User | pendente com fecho automático
Reaberto | aberto
Resolvido | fechado
Submetido - Por Abrir | novo

NOTE: The name states are custom, but the State type are Just translated from English to Portuguese.

The states i see in the Ticket::ViewableStateType are:

new
open
pending reminder
pending auto


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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by reneeb »

Are those state types translated in the database or with translation files? If you changed the values in the database, you have to use the translated values in the SysConfig as well.
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

reneeb wrote:Are those state types translated in the database or with translation files? If you changed the values in the database, you have to use the translated values in the SysConfig as well.
I did not change the database I just changed OTRS DefaultLanguage on Framework → Core and the state types showed up like that.

What files should I check in the Database?

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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by wurzel »

Hi,

check table ticket_state

Flo
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iclaude
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

wurzel wrote:Hi,

check table ticket_state

Flo
In SQL I ran SELECT * FROM ticket_state and I have found the following:

id |name |type_id |valid_id
1 |Submetido - Por Abrir |1 |1
2 |Fechado |3 |1
3 |closed unsuccessful |3 |2
4 |1- Por Tratar |2 |1
5 |3- Encerrar Caso |6 |1
6 |Pendente Ext |4 |1
7 |Resolvido |3 |1
8 |Pendente User |5 |1
9 |2- Em Tratamento |2 |1
10 |closed with workaround |3 |2
================================================
Then I ran SELECT * FROM ticket_state_type

id name
1 new
2 open
3 closed
4 pending reminder
5 pending auto
6 removed
7 merged
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wurzel
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by wurzel »

Hi,

you see? You actually changed the state names in ticket_state :)

So you have to change them in sysconfig accordingly

or reset to default names and check sysconfig accordingly.

Florian
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

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iclaude
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Re: Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

wurzel wrote:Hi,

you see? You actually changed the state names in ticket_state :)

So you have to change them in sysconfig accordingly

or reset to default names and check sysconfig accordingly.

Florian
Yes now I see.

Since my DefaultLanguage is pt (Portuguese) I should change The Ticket::ViewableStateType to the ones I have in State ?

Regards
OTRS 6
iclaude
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[SOLVED]Cant Acess/Display/sort tickets by Queue on AgentTicketQueue

Post by iclaude »

Thanks everyone , issue Solved.

Following instructions on the following Link:

https://translate.google.com/translate? ... 3Ft%3D7842

1- I went to the following directory /opt/otrs/var/tmp
2- I renamed the folder CacheFileStorable
3- And it was working again.

Regards
OTRS 6
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