[otrs] Error when replying to a ticket email

[Finetti, Stefano]

Hello,

After update to 3.2.10, I've noticed that if I try to reply to a customer ticket using the "reply" function into the ticket screen, I get this error:

Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Sep 20 10:49:14 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: XXX.XXX.XXX.XXX RequestURI: /otrs/index.pl Traceback (22620): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.10) Line: 2022 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.10) Line: 765 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 863 Module: /var/www/support.xxxxxxxxxxxxx.com/web/otrs/bin/cgi-bin/index.pl (unknown version) Line: 41

(I've masked some irrelevant but rather private information)

Any hint?

It seems like the ArticleType is not set, but in the database, the table is just as it has to be:

email-external

email-internal

email-notification-ext

email-notification-int

fax

note-external

note-internal

note-report

phone

sms

webrequest

--

Lynx International Srl 

Stefano Finetti

Customer Service Manager

http://www.lynx-international.com

Axed Group

Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina

Skype: ssfinetti

Mobile: +39 348.38.58.165

This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

[Stefano Finetti]

>
> After update to 3.2.10, I've noticed that if I try to reply to a customer ticket using the "reply" function into the ticket screen, I get this error:
>
> Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Sep 20 10:49:14 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: XXX.XXX.XXX.XXX RequestURI: /otrs/index.pl Traceback (22620): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.10) Line: 2022 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.10) Line: 765 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 863 Module: /var/www/support.xxxxxxxxxxxxx.com/web/otrs/bin/cgi-bin/index.pl (unknown version) Line: 41
>
>

Nobody can help me with this issue? I'm stuck and actually people can't use OTRS...

[Daniel Litzbach]

Hi,

then i would recommend to roll back the changes first.

I always use a clone of the productive environment to test updates first. If anything fails, I am able to test and find the error. If everything is fine, I can sync the clone back to the productive environment.

Regards

-----Ursprüngliche Nachricht-----
Von: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Im Auftrag von Stefano Finetti
Gesendet: Donnerstag, 26. September 2013 09:37
An: otrs_a...@googlegroups.com
Cc: User questions and discussions about OTRS.
Betreff: Re: [otrs] Error when replying to a ticket email

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This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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[Alvaro Cordero]

Hello Stefano, 

Depending on the version you are coming from, it migth be needed for you to reload the java script functions, so all the js gets correctly updated. 

I happened to me during a migration from 2.4 up to 3.2 some in the middle it started to show errors when loading different pages. 

You have to look into FrontEnd::Agent::ModuleRegistration and try to set all aspects to default and then set them back as you have them, it will make the js to be availble. 

Thats a shot, but it migth do it, also check some of the recomendations from the upgrade file, it has some tricky things you migth have passed out.

Regards 

2013/9/20 Finetti, Stefano <sfin...@lynx-international.com>

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___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net

[Finetti, Stefano]

Hello, and thanks for your reply...I upgraded from 3.2.6 to 3.2.9, so not a big jump.

The problem seems that when selecting the reply function, the ArticleTypeID is not passed to the query string, thus throwing that exception.

I'll investigate in module registration anyway, thanks for the suggestion!

2013/9/26 Alvaro Cordero <alv...@gridshield.net>

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--

Lynx International Srl 

Stefano Finetti

Customer Service Manager

http://www.lynx-international.com

Axed Group

Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina

Skype: ssfinetti

Mobile: +39 348.38.58.165