Hi Hugh, Well obviously the iPhone app uses JSON to create tickets. Also, I've just worked on a project where we used a similar handle but then for the customer interface. The thing that would be easiest to fix is that you don't have a history type defined for 'WebRequestAgent'. Do you have some extra notification firing when creating a ticket? Creating a ticket and it's first article are two different actions, but are both atomic; i.e. you can't do them both in one go, they ARE two different actions. This should not cause issues. -- Mike On Mon, 2011-07-18 at 17:58 -0400, Hugh Kelley wrote:
Is anyone using JSON to create tickets?
We have some integration code using that handler and I'm seeing the following errors in the log after each new ticket.
[Mon Jul 4 15:16:48 2011][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [201107041031615/john.doe ] created (TicketID=12324,Queue=Raw,Priority=3 normal,State=new) [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][1168] No article found for TicketID 12324! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][1168] No article found for TicketID 12324! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::User::GetUserData][150] Need User or UserID! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::User::GetUserData][150] Need User or UserID! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleGet][1646] No such article for TicketID (12324)! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Queue::GetSystemAddress][165] [Microsoft][SQL Server Native Client 10.0]Invalid character value for cast specification (SQL-22018), SQL: 'SELECT sa.value0, sa.value1 FROM system_address sa, queue sq WHERE sq.id = ? AND sa.id = sq.system_address_id' . . . [Mon Jul 4 15:16:49 2011][Error][Kernel::System::Ticket::HistoryTypeLookup][6695] No TypeID for WebRequestAgent found! [Mon Jul 4 15:16:49 2011][Error][Kernel::System::Ticket::HistoryAdd][6740] Need HistoryTypeID!
This came to light because tickets are not generating "raw queue" notifications (emails) to agents. The article view shows one, but it is devoid of article text.
My hunch (from reading the log above), is that the new ticket notification logic is firing before the first article can be created.
Has anyone else seen this?
Hugh
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