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Unable to merge tickets after OTRS import - error 500 return #1876

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anicoa opened this issue Mar 16, 2018 · 7 comments
Closed

Unable to merge tickets after OTRS import - error 500 return #1876

anicoa opened this issue Mar 16, 2018 · 7 comments
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@thorsteneckel
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question works as designed / wontfix

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@anicoa
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anicoa commented Mar 16, 2018

Infos:

I found #767 which explained same situation but with a installation without OTRS import. Did the check for the 'hidden user' and it's there.

  • Used Zammad version: 2.3.0-1520582300.fdc0abbe.xenial
  • Installation method: Debian packages
  • Operating system: Ubuntu 16.04.3 LTS
  • Database + version: postgres 9.5.12
  • Elasticsearch version: 5.6.7
  • Browser + version: Google Chrome Version 64.0.3282.167 (Offizieller Build) (64-Bit)
  • Zammad installation with OTRS import

Expected behavior:

  • On merge action, the source and target tickets should be merged together

Actual behavior:

  • Unable to merge tickets. The following error message appears on merge ticket action:
    Status code 500:
    {"error":"undefined method `id' for nil:NilClass"}

Steps to reproduce the behavior:

  • Merge two tickets
@anicoa
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anicoa commented Mar 16, 2018

forgot the log file...

I, [2018-03-16T08:54:45.455227 #30485]  INFO -- :   Parameters: {"_"=>"1521190463914", "slave_ticket_id"=>"8864", "master_ticket_number"=>"201803011001094"}
E, [2018-03-16T08:54:45.609977 #30485] ERROR -- : undefined method `id' for nil:NilClass (NoMethodError)
/opt/zammad/app/models/ticket.rb:342:in `block in merge_to'
/opt/zammad/app/models/transaction.rb:12:in `block in execute'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activerecord-5.1.4/lib/active_record/connection_adapters/abstract/database_statements.rb:235:in `block in transaction'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activerecord-5.1.4/lib/active_record/connection_adapters/abstract/transaction.rb:194:in `block in within_new_transaction'
/opt/zammad/vendor/ruby-2.4.2/lib/ruby/2.4.0/monitor.rb:214:in `mon_synchronize'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activerecord-5.1.4/lib/active_record/connection_adapters/abstract/transaction.rb:191:in `within_new_transaction'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activerecord-5.1.4/lib/active_record/connection_adapters/abstract/database_statements.rb:235:in `transaction'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activerecord-5.1.4/lib/active_record/transactions.rb:210:in `transaction'
/opt/zammad/app/models/transaction.rb:10:in `execute'
/opt/zammad/app/models/ticket.rb:298:in `merge_to'
/opt/zammad/app/controllers/tickets_controller.rb:350:in `ticket_merge'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/basic_implicit_render.rb:4:in `send_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/base.rb:186:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/rendering.rb:30:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/callbacks.rb:20:in `block in process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/callbacks.rb:131:in `run_callbacks'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/callbacks.rb:19:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/rescue.rb:20:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/instrumentation.rb:32:in `block in process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications.rb:166:in `block in instrument'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications/instrumenter.rb:21:in `instrument'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications.rb:166:in `instrument'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/instrumentation.rb:30:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/params_wrapper.rb:252:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activerecord-5.1.4/lib/active_record/railties/controller_runtime.rb:22:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/base.rb:124:in `process'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionview-5.1.4/lib/action_view/rendering.rb:30:in `process'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal.rb:189:in `dispatch'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal.rb:253:in `dispatch'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:49:in `dispatch'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:31:in `serve'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:50:in `block in serve'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:33:in `each'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:33:in `serve'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:834:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/builder.rb:63:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/etag.rb:25:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/conditional_get.rb:25:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/head.rb:12:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/session/abstract/id.rb:232:in `context'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/session/abstract/id.rb:226:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/cookies.rb:613:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/callbacks.rb:26:in `block in call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/callbacks.rb:97:in `run_callbacks'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/callbacks.rb:24:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/debug_exceptions.rb:59:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/show_exceptions.rb:31:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:36:in `call_app'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:24:in `block in call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:69:in `block in tagged'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:26:in `tagged'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:69:in `tagged'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:24:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/remote_ip.rb:79:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/request_id.rb:25:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/method_override.rb:22:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/runtime.rb:22:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/cache/strategy/local_cache_middleware.rb:27:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/executor.rb:12:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/static.rb:125:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/sendfile.rb:111:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/engine.rb:522:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/configuration.rb:225:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:624:in `handle_request'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:438:in `process_client'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:302:in `block in run'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/thread_pool.rb:120:in `block in spawn_thread'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/logging-2.2.2/lib/logging/diagnostic_context.rb:474:in `block in create_with_logging_context'
I, [2018-03-16T08:54:45.612041 #30485]  INFO -- : Completed 500 Internal Server Error in 157ms (Views: 0.3ms | ActiveRecord: 45.4ms) ```

@thorsteneckel thorsteneckel self-assigned this Mar 20, 2018
@anicoa
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anicoa commented Apr 1, 2018

Can I help with some informations/debugging? @thorsteneckel

@thorsteneckel
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thorsteneckel commented Apr 2, 2018 •
edited

Hi @anicoa - I think the issue is that the name of the state merged has been changed while importing or it even might got removed completely because the error says that it can't be found anymore. To verify this please follow the steps:

1.) Create a file called debug_issue.rb in your Zammad directory (usually /opt/zammad)
2.) Run the file from your Zammad directory via zammad run rails r debug_issue.rb or rails r debug_issue.rb as zammad user, depending on your installation source (package/source)
3.) Post the output here
4.) Delete the debug_issue.rb file

puts Ticket::State.all.map{ |s| "#{s.id} => #{s.name}" }.join("\n")

Thanks!

@anicoa
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anicoa commented Apr 4, 2018

Thanks for the instructions. I created a file debug_issue.rb in /opt/zammad and started zammad run rails r debug_issue.rb. It took a few seconds, gave no output and returned to console. Any mistakes on my side?

@thorsteneckel
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Forgot the puts 🤦‍♂️ I updated the comment above. Please retry.

@anicoa
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anicoa commented Apr 4, 2018

ok, looks better now ;)

2 => Erledigt - geschlossen (erfolgreich)
5 => gelöscht
3 => geschlossen (nicht antworten)
13 => Warten auf Rückmeldung Grünen/Fraktions intern
6 => pending reminder
4 => offen/Bearbeitung
7 => pending auto close+
9 => zusammengefasst
10 => Warten auf Rückmeldung extern
1 => neu
14 => Erledigt - [INFO]
11 => Warten auf Rückmeldung Büro intern
12 => geschlossen (weitergeleitet)
15 => geschlossen-in Outlook bearb.```

So der seems to be no "merged" state? as we didn't change/delete it must be changed/deleted by the otrs import?

@thorsteneckel
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Yes, you are right. Zammad replaces its own states with the one of OTRS because we need the IDs to match up internally. So the best solution would be to rename the zusammengefasst state back to merged that Zammad can handle it properly. Please do so via the
Zammad rails console: Ticket::State.find_by(name: 'zusammengefasst').update!(name: 'merged')

We won't/can't fix that because this is caused by renamed/translated OTRS state names.

@k-leachim k-leachim mentioned this issue Oct 4, 2023
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