can't work with tickets, OTRS 6.0.1

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SuperDOS
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can't work with tickets, OTRS 6.0.1

Post by SuperDOS » 28 Nov 2017, 00:47

After upgrading to OTRS 6.0.1 I get this error below when trying to send an email or create notifications, phone call.
Any kind of communication. Same error if trying to create a new ticket.

Any suggestions?

Code: Select all

Backend ERROR: OTRS-CGI-42 Perl: 5.16.3 OS: linux Time: Mon Nov 27 23:40:37 2017

 Message: Can't create meta article (TicketID=27)!

 RemoteAddress: 192.168.100.45
 RequestURI: /index.pl

 Traceback (32133): 
   Module: Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleCreate Line: 343
   Module: Kernel::System::Ticket::Article::Backend::Email::ArticleSend Line: 284
   Module: Kernel::Modules::AgentTicketCompose::Run Line: 976
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1098
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32
In the log there is this: duplicate key value violates unique constraint "article_pkey1"

SuperDOS
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Re: can't work with tickets, OTRS 6.0.1

Post by SuperDOS » 29 Nov 2017, 00:26

anyone?

SuperDOS
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Re: can't work with tickets, OTRS 6.0.1

Post by SuperDOS » 05 Dec 2017, 01:52

Still no solution to this.

This is what's in the log after trying to add a note.

Code: Select all

TIME	PRIORITY	FACILITY	MESSAGE
Tue Dec 5 00:47:29 2017	error	OTRS-CGI-42	Can't create meta article (TicketID=27)!
Tue Dec 5 00:47:29 2017	error	OTRS-CGI-42	ERROR: duplicate key value violates unique constraint "article_pkey1"
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!
Tue Dec 5 00:47:21 2017	error	OTRS-CGI-42	Need Data!

jojo
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Re: can't work with tickets, OTRS 6.0.1

Post by jojo » 05 Dec 2017, 09:30

it seems that something went wrong with your databse migration
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mms
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Re: can't work with tickets, OTRS 6.0.1

Post by mms » 05 Dec 2017, 13:41

I guess you have incorrect value of article table sequence (article_id_seq).

Could you share output of psql commands:

Code: Select all

\d article

Code: Select all

SELECT c.relname FROM pg_class c WHERE c.relkind = 'S' and c.relname like 'article%';
WBR, Mstislav
Reunico LLC: software design and development company
https://www.reunico.com
OTRS 3.* -> OTRS 6.0.1

ItemsGmbH
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Re: can't work with tickets, OTRS 6.0.1

Post by ItemsGmbH » 05 Dec 2017, 17:05

Hi there,

we have a similar problem:

root@otrs5:/opt/otrs/var/log# cat otrs.log
[Tue Dec 5 14:35:23 2017][Error][Kernel::System::Ticket::Article::Backend::Base::_MetaArticleCreate][367] ERROR: duplicate key value violates unique constraint "article_pkey1"
DETAIL: Key (id)=(1) already exists., SQL: 'INSERT INTO article
(ticket_id, article_sender_type_id, is_visible_for_customer, communication_channel_id, insert_fingerprint, create_time, create_by, change_time, change_by)
VALUES (?, ?, ?, ?, ?, '2017-12-05 14:35:23', ?, '2017-12-05 14:35:23', ?)'
[Tue Dec 5 14:35:23 2017][Error][Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleCreate][343] Can't create meta article (TicketID=2338)!
root@otrs5:/opt/otrs/var/log# cat otrs.log
[Tue Dec 5 14:35:23 2017][Error][Kernel::System::Ticket::Article::Backend::Base::_MetaArticleCreate][367] ERROR: duplicate key value violates unique constraint "article_pkey1"
DETAIL: Key (id)=(1) already exists., SQL: 'INSERT INTO article
(ticket_id, article_sender_type_id, is_visible_for_customer, communication_channel_id, insert_fingerprint, create_time, create_by, change_time, change_by)
VALUES (?, ?, ?, ?, ?, '2017-12-05 14:35:23', ?, '2017-12-05 14:35:23', ?)'
[Tue Dec 5 14:35:23 2017][Error][Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleCreate][343] Can't create meta article (TicketID=2338)!
[Tue Dec 5 15:08:17 2017][Error][Kernel::System::Ticket::Article::Backend::Base::_MetaArticleCreate][367] ERROR: duplicate key value violates unique constraint "article_pkey1"
DETAIL: Key (id)=(2) already exists., SQL: 'INSERT INTO article
(ticket_id, article_sender_type_id, is_visible_for_customer, communication_channel_id, insert_fingerprint, create_time, create_by, change_time, change_by)
VALUES (?, ?, ?, ?, ?, '2017-12-05 15:08:17', ?, '2017-12-05 15:08:17', ?)'
[Tue Dec 5 15:08:17 2017][Error][Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleCreate][343] Can't create meta article (TicketID=3318)!


Output \d article:

Table "public.article"
Column | Type | Modifiers
----------------------------+--------------------------------+-------------------------------------------------------
id | bigint | not null default nextval('article_id_seq1'::regclass)
ticket_id | bigint | not null
article_sender_type_id | smallint | not null
communication_channel_id | bigint | not null
is_visible_for_customer | smallint | not null
search_index_needs_rebuild | smallint | not null default 1
insert_fingerprint | character varying(64) |
create_time | timestamp(0) without time zone | not null
create_by | integer | not null
change_time | timestamp(0) without time zone | not null
change_by | integer | not null
Indexes:
"article_pkey1" PRIMARY KEY, btree (id)
"article_article_sender_type_id" btree (article_sender_type_id)
"article_communication_channel_id" btree (communication_channel_id)
"article_search_index_needs_rebuild" btree (search_index_needs_rebuild)
"article_ticket_id" btree (ticket_id)
Foreign-key constraints:
"fk_article_article_sender_type_id_id" FOREIGN KEY (article_sender_type_id) REFERENCES article_sender_type(id)
"fk_article_change_by_id" FOREIGN KEY (change_by) REFERENCES users(id)
"fk_article_communication_channel_id_id" FOREIGN KEY (communication_channel_id) REFERENCES communication_channel(id)
"fk_article_create_by_id" FOREIGN KEY (create_by) REFERENCES users(id)
"fk_article_ticket_id_id" FOREIGN KEY (ticket_id) REFERENCES ticket(id)
Referenced by:
TABLE "article_data_mime" CONSTRAINT "fk_article_data_mime_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "article_data_mime_attachment" CONSTRAINT "fk_article_data_mime_attachment_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "article_data_mime_plain" CONSTRAINT "fk_article_data_mime_plain_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "article_data_mime_send_error" CONSTRAINT "fk_article_data_mime_send_error_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "article_data_otrs_chat" CONSTRAINT "fk_article_data_otrs_chat_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "article_flag" CONSTRAINT "fk_article_flag_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "article_search_index" CONSTRAINT "fk_article_search_index_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "mail_queue" CONSTRAINT "fk_mail_queue_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "ticket_history" CONSTRAINT "fk_ticket_history_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)
TABLE "time_accounting" CONSTRAINT "fk_time_accounting_article_id_id" FOREIGN KEY (article_id) REFERENCES article(id)

Output SELECT...:
otrs2=> SELECT c.relname FROM pg_class c WHERE c.relkind = 'S' and c.relname like 'article%';
relname
-------------------------------------
article_attachment_id_seq
article_id_seq
article_search_index_id_seq
article_plain_id_seq
article_sender_type_id_seq
article_id_seq1
article_data_mime_send_error_id_seq
article_data_otrs_chat_id_seq
(8 rows)



Hope you can help :-)
Last edited by ItemsGmbH on 05 Dec 2017, 17:08, edited 1 time in total.

SuperDOS
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Re: can't work with tickets, OTRS 6.0.1

Post by SuperDOS » 05 Dec 2017, 17:07

Yes get the same output as ItemsGmbH when running the PSQL queries

mms
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Joined: 19 Sep 2012, 08:26
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Re: can't work with tickets, OTRS 6.0.1

Post by mms » 06 Dec 2017, 07:47

As i see, you have the same problem with incorrect sequence in table article.

Try this:

Code: Select all

alter table article alter column id set default nextval('article_id_seq'::regclass);
Of course, sequence value (select nextval(article_id_seq)) should be greater then coulmn id value (select max(id) from article);

Don't forget to backup you db before (or try that fix on non-productive instance).
WBR, Mstislav
Reunico LLC: software design and development company
https://www.reunico.com
OTRS 3.* -> OTRS 6.0.1

SuperDOS
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Re: can't work with tickets, OTRS 6.0.1

Post by SuperDOS » 06 Dec 2017, 11:58

Thanks! now it works

Though I still get a lot of these errors in the system log

Code: Select all

Wed Dec 6 10:55:15 2017	error	OTRS-CGI-42	Need Data!

ItemsGmbH
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Re: can't work with tickets, OTRS 6.0.1

Post by ItemsGmbH » 06 Dec 2017, 12:40

Okay, thnx a lot - that worked for us...

After creating a dump an altering the table we are able to add notes and tickets again!

Have a nice day!

mms
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Posts: 6
Joined: 19 Sep 2012, 08:26
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Re: can't work with tickets, OTRS 6.0.1

Post by mms » 06 Dec 2017, 13:23

You are welcome :)
WBR, Mstislav
Reunico LLC: software design and development company
https://www.reunico.com
OTRS 3.* -> OTRS 6.0.1

mms
OTRS newbie
Posts: 6
Joined: 19 Sep 2012, 08:26
OTRS Version?: 3.1.1
Real Name: Mstislav Martynyuk
Company: Reunico LLC

Re: can't work with tickets, OTRS 6.0.1

Post by mms » 06 Dec 2017, 13:31

SuperDOS wrote:Thanks! now it works

Though I still get a lot of these errors in the system log

Code: Select all

Wed Dec 6 10:55:15 2017	error	OTRS-CGI-42	Need Data!

Can you show log messages related to "Need data"? or share full log
WBR, Mstislav
Reunico LLC: software design and development company
https://www.reunico.com
OTRS 3.* -> OTRS 6.0.1

SuperDOS
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Re: can't work with tickets, OTRS 6.0.1

Post by SuperDOS » 06 Dec 2017, 13:58

Maybe some "bad" ACL rule that doesn't work anymore?

Code: Select all

[Wed Dec  6 12:55:16 2017][Error][Kernel::System::Ticket::TicketACL::_CompareMatchWithData][2074] Need Data!

mms
OTRS newbie
Posts: 6
Joined: 19 Sep 2012, 08:26
OTRS Version?: 3.1.1
Real Name: Mstislav Martynyuk
Company: Reunico LLC

Re: can't work with tickets, OTRS 6.0.1

Post by mms » 06 Dec 2017, 16:11

Maybe. Unfortunately, I can't check this feature - we don't use ACLs on productive instance :(
WBR, Mstislav
Reunico LLC: software design and development company
https://www.reunico.com
OTRS 3.* -> OTRS 6.0.1

SuperDOS
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Re: can't work with tickets, OTRS 6.0.1

Post by SuperDOS » 06 Dec 2017, 17:13

Yes after disabling one of the ACL rule it doesn't repport the error anymore.

SuperDOS
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Joined: 17 Apr 2012, 16:16
OTRS Version?: 6.0.3
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Re: can't work with tickets, OTRS 6.0.1

Post by SuperDOS » 06 Dec 2017, 17:45

found this thread
viewtopic.php?t=27319

The ACL that gave the errors works but gives the errors.
Very strange.

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