JSON errors on new tickets notifications

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albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

JSON errors on new tickets notifications

Post by albercuba »

Hello everyone.

I'm having a big problem here.

I am using OTRS, the latest version as of today (OTRS 6 Patch Level 12) on Debian Stretch.

This is a new installation.

When a new ticket is created and the system sends the notification to the agents, this is the email I get:

(Test2 Test2 is the user who wrote the ticket)

Code: Select all

Hi MYUSERNAME,

ticket [Ticket#2018102303000033] has been created in queue Raw.

Test2 Test2 wrote:
!function(){return function t(e,r,n){function
o(a,s){if(!r[a]){if(!e[a]){var u="function"==typeof
require&&require;if(!s&&u)return u(a,!0);if(i)return i(a,!0);var c=new
Error("Cannot find module '"+a+"'");throw c.code="MODULE_NOT_FOUND",c}var
f=r[a]={exports:{}};e[a][0].call(f.exports,function(t){var r=e[a][1][t];return
o(r||t)},f,f.exports,t,e,r,n)}return r[a].exports}for(var i="function"==typeof
require&&require,a=0;a500?r():setTimeout(r,500)}}else
s=e}})}}).call(this,"undefined"!=typeof global?global:"undefined"!=typeof
self?self:"undefined"!=typeof window?window:{})},{}],3:[function(t,e,r){"use
strict";var
n,o,i=t("babel-runtime/helpers/defineProperty"),a=(n=i)&&n.__esModule?n:{default:n};var
s=t("loglevel"),u=(o={1:"An unauthorized action was attempted.",2:"A
disallowed action was attempted.",3:"An execution error
occurred."},(0,a.default)(o,-32600,"The JSON sent is not a valid Request
object."),(0,a.default)(o,-32601,"The method does not exist / is not
available."),(0,a.default)(o,-32602,"Invalid method
parameter(s)."),(0,a.default)(o,-32603,"Internal JSON-RPC
error."),(0,a.default)(o,-32700,"Invalid JSON was received by the server. An
error occurred on the server while parsing the JSON
text."),(0,a.default)(o,"internal","Internal server
error."),(0,a.default)(o,"unknown","Unknown JSON-RPC
error."),o);e.exports=function(){return(arguments.length>0&&void
0!==arguments[0]?arguments[0]:{}).override,function(t,e,r){r(function(t){var
r=e.error;if(!r)return t();!function(t,e){if(t.message&&!e)return t;var
r=t.code>-31099&&t.code-1&&t%1==0&&t-1&&t%1==0&&t2&&(n=o(arguments,1)),e){var
c={};Ut(i,function(t,e){c[e]=t}),c[t]=n,s=!0,u=Object.create(null),r(e,c)}else
i[t]=n,Nt(u[t]||[],function(t){t()}),h()});a++;var
c=b(e[e.length-1]);e.length>1?c(i,n):c(n)}(t,e)})}function
h(){if(0===c.length&&0===a)return
r(null,i);for(;c.length&&a=0&&r.push(n)}),r}Ut(t,function(e,r){if(!Z(e))return
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: JSON errors on new tickets notifications

Post by christianclavet »

Check your notifications parameters in OTRS web interface for that particuliar notification.

Check and look for this tag:

Code: Select all

<OTRS_CUSTOMER_Body[30]>
If it's there, remove it and check again. I've seen this happen, seem something is sending code when it should try to send the last 30 lines of the last article body. Normally if you don't have any article, it should not print anything.
----------------------------------------------
OTRS Community 6.0.11
Debian 9.0

MariaDB
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: JSON errors on new tickets notifications

Post by albercuba »

Hi Christian,

yes, when I remove <OTRS_CUSTOMER_Body[30]> I don't get the error, I did try that before. But I want to be able to see the body of the message (Or at least those first 30 lines)
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: JSON errors on new tickets notifications

Post by christianclavet »

Hi, Just a question. Is the ticket created via the customer interface or by email?
Is the ticket is created from the agent interface by an agent could you try using this one in the notification and see if it still give the errors?

Code: Select all

<OTRS_AGENT_BODY[5]>
Also check the log for messages when you create the ticket.
----------------------------------------------
OTRS Community 6.0.11
Debian 9.0

MariaDB
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: JSON errors on new tickets notifications

Post by albercuba »

Hi, The ticket is created via Email. I will try your Suggestion.
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: JSON errors on new tickets notifications

Post by albercuba »

When I try to create a ticket, either by selecting New phone ticket or New email ticket I can't select a queue, the To queue box is empty.
queue1.png
And I have several queues
queue2.png
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