Ticket creation loop after upgrade from 3.1.9 to 3.2.1

[dbouvet]

Hello,

I have done the migration from OTRS 3.1.9 to OTRS 3.2.1 on our test system. Everything went smooth but when I log to the admin interface I saw that 3 tickets are generated every minutes.
In the error.log file, I can see the following:

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[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] DBD::mysql::db do failed: Duplicate entry '2014071611000705' for key 'ticket_tn' at /sites/ticktest/otrs/bin/cgi-bin/../../Kernel/System/DB.p
m line 478.
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] ERROR: OTRS-RPC-11 Perl: 5.10.1 OS: linux Time: Wed Jul 16 17:13:54 2014
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12]
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Message: Duplicate entry '2014071611000705' for key 'ticket_tn', SQL: '
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id,
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] user_id, responsible_user_id, ticket_priority_id, ticket_state_id,
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] escalation_time, escalation_update_time, escalation_response_time,
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] escalation_solution_time, timeout, service_id, sla_id, until_time,
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] valid_id, archive_flag, create_time, create_by, change_time, change_by)
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, ?, ?, 0, ?, ?,
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12]
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] '2014-07-16 17:13:54'
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] , ?,
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] '2014-07-16 17:13:54'
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] , ?)'
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12]
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] RemoteAddress: 141.52.22.12
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] RequestURI: /otrs/rpc.pl
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12]
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Traceback (4494):
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Module: Kernel::System::Ticket::TicketCreate (v1.587) Line: 503
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Module: Core::Dispatch (unknown version) Line: 123
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Module: (eval) (unknown version) Line: 2878
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Module: (eval) (unknown version) Line: 2863
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Module: SOAP::Server::handle (unknown version) Line: 2829
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Module: SOAP::Transport::HTTP::Server::handle (unknown version) Line: 438
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Module: SOAP::Transport::HTTP::CGI::handle (unknown version) Line: 603
[Wed Jul 16 17:13:54 2014] [error] [client 141.52.22.12] Module: /sites/ticktest/otrs/bin/cgi-bin/rpc.pl (v1.22) Line: 52
----

In attachment, a longer extract of the log file.

Could you please tell what is the problem?
I don't know where to search.

Regards,
David

[dbouvet]

Hello,

Does anyone have an idea on this problem?

Thanks,
David

[crythias]

tickets don't generate themselves. check generic agents, mail ... there isn't an easy answer here.

[dbouvet]

Dear Crythias,

Thank you for taking time to answer.
Our OTRS system is not configured to create tickets by email.
I know that tickets don't generate by themselves but is there an indication in the error log which can give an orientation where to look?

David

[crythias]

SOAP seems to be creating tickets. Why?

[dbouvet]

Our system is synchronized with another ticketing system through SOAP.
There is no problem with 3.1.9. Is there a difference between 3.1.9 and 3.2.1 about the SOAP interface?

David

[crythias]

Is there a difference between 3.1.9 and 3.2.1 about the SOAP interface?

I don't know enough about SOAP to give you an answer to *this* question. However, the repetition appears to originate from your use of SOAP (especially, rpc.pl), so I'd look there for answers.

Also, 3.1.9 should go directly to 3.2.latest.

[dbouvet]

Hello,

The origin was a missing line in the rpc.pl.
Thanks a lot for your help.

Cheers,
David

[Rooobaaat]

it would be great if you provide your solution to others

[dbouvet]

You are right even if it is customization.

The rpc.pl file has been customized to be able to deal with dynamic fields. The reason is that the synchronization with the other ticketing system needs to set dynamic fields to reflect specific fields in this ticketing system and also to register the ticket ID in this distant ticketing system (which is necessary to make the matching with OTRS ticket ID)
Added lines are:

Code: Select all

use Kernel::System::DynamicField;
use Kernel::System::DynamicFieldValue;

and

Code: Select all

$CommonObject{DynamicFieldObject}    = Kernel::System::DynamicField->new(%CommonObject);
$CommonObject{DynamicFieldValueObject} = Kernel::System::DynamicFieldValue->new(%CommonObject);

When a ticket is created in the other ticketing system, it is pushed in OTRS and managed by rpc.pl. Forgetting these lines makes the ticket in OTRS created but without the dynamic fields.
The distant ticketing system then checks if the ticket is correctly created in OTRS trying to get the dynamic field corresponding to the distant ticket ID. As it cannot get it (dynamic field are not set), it pushes again the creation. This leads to the creation of a ticket every minutes.

When the lines corresponding to dynamic field are restored in rpc.pl, the ticket is finally correctly created and the loops stops.

Hope this helps.

David

[jojo]

you should switch to the GenericInterface and not use the rpc.pl