HI everybody,
last week I experienced a strange behavoiur of OTRS.
One of our agents had problems creating new Phone Tickets:
he received an error and the follwing entries were logged
Sep 19 21:01:06 otrs OTRS-CGI-10[7579]:
[Notice][Kernel::System::Ticket::TicketCreate] New Ticket
[2007091910000061/Carlo Frilli] created (TicketID=845,Queue=MeLi,Priority=3
medium,State=closed successful)
Sep 19 21:01:06 otrs OTRS-CGI-10[7579]:
[Error][Kernel::System::Ticket::Article::ArticleCreate][Line:84]: Need
SenderTypeID!
Sep 19 21:01:29 otrs OTRS-CGI-10[7545]:
[Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]:
No article found for TicketID 845!
Sep 19 21:01:34 otrs OTRS-CGI-10[7545]:
[Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]:
No article found for TicketID 845!
So he had to recreate the tickets.
When I came back to work, I found a bunch of error logs like those posted
before.
I made a research for tickets created in the last day, and I found good
tickets and corrupt tickets: I mean that corrupt tickets were displayed
without ticket number and with an error (I'm sorry I didn't take a
snapshot).
The error log showed the following entry, repeated for each corrupt ticket:
Sep 19 21:05:12 otrs OTRS-CGI-10[7579]:
[Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]:
No article found for TicketID 848!
However I restarted the server and created some test tickets, that were
correctly created. But the error "No article found for ticket ID xxx" was
still occuring .
So I inspected the database, and found that some tickets where created
without article. Then I manually purged the db deleting the orphaned entries
from the tables ticket and ticket_history.
Now it all came back to normality, and the system works fine.
It just happened that otrs could not create artciles, but I don't know why.
Any idea about it?
Gab
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