Re: [otrs] Customized states causes internal server error 500

8 Dec 2015

      Thanks.
I've reset the ViewableStateType configuration, and rebuild 
configuration, deleted caches and restarted httpd.
Now it is working again.

Interesting part is: after reset ViewableStateType came with 4 options. 
I've deleted the one I did not want, and now it is working.

Regards,

Atenciosamente,

Edson Carlos Ericksson Richter

Em 08/12/2015 13:50, Gerald Young escreveu:
...
It appears that something is requesting (as an example) ticket 
state_ids where (Select state_ids from ticket_state where the state is 
valid and of type open). This appears to return a null value because 
you don't have any more valid states of type open and somewhere you've 
provided in SysConfig (multiple places) where valid state types are 
open but you have no (valid) membership of type open.
This prevents the parentheses from being populated, leading to the error.
This example of "open" applies to all such valid state types where 
states are not existing or valid.
To fix: make sure SysConfig only presents valid state types that have 
valid states attached.
On Tue, Dec 8, 2015 at 8:48 AM, Edson Richter 
mailto:edsonrichter@hotmail.com> wrote:
OTRS 5.0.3
    Linux Oracle Enterprise Linux 7 x64 (RHEL 7)
    Database MariaDB 5.5 (MySQL 5.5)
For sure I did something terrible wrong in states customizing.
    Please, you advise is welcome.
_*Symptom:*_
When opening the "Queue view", system throws "HTTP 500 Internal
    server error".
_*Research:*_
In Admin Log, I got the following error:
"
    You have an error in your SQL syntax; check the manual that
    corresponds to your MariaDB server version for the right syntax to
    use near ') AND sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 10000'
    at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id http://st.id)) FROM
    ticket st INNER JOIN queue sq ON sq.id http://sq.id =
    st.queue_id WHERE 1=1 AND *st.ticket_state_id IN ( )* AND
    sq.group_id IN (1,10,2,3,4,5,6,7,8,9) LIMIT 10000'
    "
In error_log, I got the following error:
"
    [Tue Dec  8 11:31:42 2015] -e: DBD::mysql::st execute failed: You
    have an error in your SQL syntax; check the manual that
    corresponds to your MariaDB server version for the right syntax to
    use near ')  AND ( st.responsible_user_id IN (2)  )  LIMIT 10000'
    at line 1 at /opt/otrs//Kernel/System/DB.pm line 666.
    ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Tue Dec  8
    11:31:42 2015
Message: You have an error in your SQL syntax; check the manual
    that corresponds to your MariaDB server version for the right
    syntax to use near ')  AND ( st.responsible_user_id IN (2)  ) 
    LIMIT 10000' at line 1, SQL: 'SELECT COUNT(DISTINCT(st.id
    http://st.id)) FROM ticket st INNER JOIN queue sq ON sq.id
    http://sq.id = st.queue_id  WHERE 1=1 AND st.ticket_state_id IN
    (  )  AND (  st.responsible_user_id IN (2)  )  LIMIT 10000'
RemoteAddress: 192.168.1.19
     RequestURI: /otrs/index.pl http://index.pl
Traceback (7571):
       Module: Kernel::System::Ticket::TicketSearch::TicketSearch
    Line: 2187
       Module: Kernel::Output::HTML::ToolBar::TicketResponsible::Run
    Line: 54
       Module: Kernel::Output::HTML::Layout::Header Line: 1342
       Module: Kernel::Modules::AdminSelectBox::Run Line: 244
       Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041
       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
    "
_*Further investigation:*_
This error was being throw by the system for a long while, but I
    never got a HTTP error 500.
_*What changed:*_
Few minutes before the first error happening, I've edited one
    state, and changed its type from "open" to "pending":
*_Additional information:_
*I do use fully customized states, not the defaults ones. I
    believe I did something wrong, or missed to configure some parameter.
Would you please kindly point me which parameter in sysconfig will
    provide the information required for the IN (...) in this query?
Thanks in advance,
-- 
    Atenciosamente,
Edson Carlos Ericksson Richter
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