Hi Ugo
It's a known issue: http://bugs.otrs.org/show_bug.cgi?id=6333
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Mike
On Tue, Mar 5, 2013 at 5:15 PM, Ugo Bellavance
Hi,
I have a problem with merged tickets (http://thread.gmane.org/** gmane.comp.otrs.user/35440/http://thread.gmane.org/gmane.comp.otrs.user/35440/ ).
I didn't have much time to investigate the issue until today and I fount interesting log entries.
I found out that it had to do with the fact that I renamed the default "Merged" state. When I rename it back to "Merged", I don't get any errors, but when I use another name for it (Fusionné, french translation), I get the errors below. Also, when renamed, the status of the child object remains "Waiting for agent", while when not renamed, the status of the child object is "Merged".
I think that I may have the same problem with the "pending auto close" status. I don't have time to test right now and it is not something that we use a lot, but the last time I tested I think it happen something similar (ticket not close, error in the logs).
For now I'll just change back the name of my merged status, but I'd be glad if the problem could be fixed. I'm running 3.0.13.
Here is the error when we close the parent of a merged ticket when the merge status is not "Merged"
ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013
Message: State 'merged' not found!
Traceback (27197): Module: Kernel::System::State::**StateGet (v1.48.2.1) Line: 246 Module: Kernel::System::Ticket::**TicketStateSet (v1.488.2.21) Line: 5564 Module: Kernel::System::Ticket::**StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::**TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::**AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::**InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::**Registry::opt_otrs_bin_cgi_**2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::**default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31
[Tue Mar 5 11:03:44 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.**pm line 161. ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013
Message: Need StateID or State!
Traceback (27197): Module: Kernel::System::Ticket::**TicketStateSet (v1.488.2.21) Line: 5573 Module: Kernel::System::Ticket::**StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::**TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::**AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::**InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::**Registry::opt_otrs_bin_cgi_**2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::**default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31
Thanks
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