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How to find error details in the system

Discussion in 'Technical chat' started by Yue Zhou, Nov 16, 2016.

  1. Yue Zhou

    Yue Zhou New Member

    Hi masters,

    We use official python SDK(https://github.com/kayako/python-api-library) to post ticket for users. It works perfectly.

    However, when staff try to reply the ticket, it creates error. Nevertheless, the email was sent.

    Router: http://hema.helpserve.com/staff/Tickets/Ticket/ReplySubmit/29333/inbox/14/4/-1/0
    Undefined index: (./__apps/tickets/models/Ticket/class.SWIFT_TicketPost.php:1514)

    What we found, if staff edit the ticket and save without change anything. The error will go away.

    This make me believe there are some fields we won't populate in the right way. Can we have more friendly error message tell what is really happen?
  2. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hello Yue!

    The issue that you have reported is known to us and already marked as a defect in the latest build. Please create a support case with us and we will help you with the manual fix for the same.
  3. cesarin

    cesarin Member

    Hi Singh, Can we get more information of this error?

    We're having a similar issue which is very sporadic.

    Example: started to get this error out of nowhere.. randomly:

    Undefined index:  (./__apps/tickets/models/Ticket/class.SWIFT_TicketPost.php:1514)
    Then after cleaning cache and restarting mysql.. the error transformed into this:

    Uncaught Exception
    AutoExecute Query: AutoExecute Query: INSERT swsearchindex (array (
      'objid' => 20439,
      'subobjid' => 64916,
      'type' => 1,
      'ft' => 'Hello delay processed 2 missed payments Ralph xxxxx  Business Manager xxxxxx ASSURANCE xxxxxxx  xxxx@xxxxxxxx.com TFUH Direct: 1.UH844.996.1373 FAXU: 1.UH888.898.0837 TFUH Hotel 1.UH800.465.9077 ExtU 7373 __SWIFTSEARCHENGINETYPE1',
    )) in ./__swift/library/Database/class.SWIFT_Database.php:595
    #0 ./__swift/apps/base/library/SearchEngine/class.SWIFT_SearchEngine.php(182): SWIFT_Database->AutoExecute('swsearchindex', Array, 'INSERT')
    #1 ./__swift/apps/base/library/SearchEngine/class.SWIFT_SearchEngine.php(112): SWIFT_SearchEngine->MySQLInsert('20439', '64916', 1, 'Hello,\r\n\r\nSorry...')
    #2 ./__apps/tickets/models/Ticket/class.SWIFT_TicketPost.php(773): SWIFT_SearchEngine->Insert('20439', '64916', 1, 'Hello,\r\n\r\nSorry...')
    #3 ./__apps/tickets/models/Ticket/class.SWIFT_TicketPost.php(296): SWIFT_TicketPost::Create(Object(SWIFT_Ticket), 'Cesar xxxxxx', 'cesar@xxxxxx...', 'Hello,\r\n\r\nSorry...', 1, '1', 2, '', '', 0, false, false, 1480539191, false)
    #4 ./__apps/tickets/staff/class.Controller_Ticket.php(3645): SWIFT_TicketPost::CreateStaff(Object(SWIFT_Ticket), Object(SWIFT_Staff), 2, 'Hello,\r\n\r\nSorry...', '', false, 0, 'xxxxxx@xxxxx...', false)
    #5 [internal function]: Controller_Ticket->ReplySubmit('20439', 'mytickets', '-1', '-1', '-1', '0')
    #6 ./__swift/library/MVC/class.SWIFT_Controller.php(371): call_user_func_array(Array, Array)
    #7 ./__swift/library/App/class.SWIFT_App.php(176): SWIFT_Controller::Load(Object(SWIFT_Interface), Object(SWIFT_App), Object(SWIFT_Router), false)
    #8 ./__swift/library/class.SWIFT.php(16): SWIFT_App->ExecuteController(Object(SWIFT_Router))
    #9 ./__swift/library/class.SWIFT.php(16): SWIFT->Initialize()
    #10 ./__swift/swift.php(16): SWIFT::GetInstance()
    #11 ./staff/index.php(29): require_once('/home/xxxxxx/...')
    #12 {main}
    I perused the database and the information seems to be there (the search index data, the reply, etc..)

    The strange part is, my other installation doesn't seem to have that error.
    Only difference is running REDHAT vs CENTOS.
    Last edited: Nov 30, 2016
  4. Gurpreet Singh

    Gurpreet Singh Staff Member

    Hey there!

    We have fixed this issue in the new build v4.76 today. Please upgrade your Kayako and it will be resolved.
  5. cesarin

    cesarin Member

    Installed update, the problematic ticket that had 100% error rate no longer triggers errors.

    Thank you Gurpreet.
  6. Gurpreet Singh

    Gurpreet Singh Staff Member

    Glad to know that the issue is resolved. Wish you a very happy weekend!!

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