Re: Timing and notification issues when creating tickets via JSON.pl

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
> 
> _______________________________________________
> OTRS mailing list: dev - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/dev
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev