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Kayako Desktop - Insert Error when using the 'edit' tab.

Discussion in 'Kayako Desktop' started by David Thompson, Jan 20, 2015.

  1. Good morning,

    We recently had an issue with the disk on the platform where Kayako Desktop was installed, so took an image and moved it over to another VM.

    Apart from losing a few hours worth of data everything seemed fine and we have been carrying on as usual, however a few users (myself included) are experiencing intermittent issues with particular tickets when attempting to edit the ticket details after it has been created. It's not every ticket, just the odd one.

    It's an insert error, and seems to behave like the record is read-only. Sys-Admin on the server suspect it may be a special character issue of some description.

    Server:
    Product: Fusion
    Version 4.65.0.5460

    Desktop:
    4.2.0.702 STABLE

    ---------------------------------------------------------------------------------------------------------

    Uncaught Exception
    AutoExecute Query: AutoExecute Query: INSERT swticketauditlogs (array (
    'ticketid' => 16660,
    'ticketpostid' => 0,
    'departmentid' => 3,
    'departmenttitle' => 'Support',
    'dateline' => 1421748419,
    'creatortype' => 1,
    'creatorid' => 2,
    'creatorfullname' => 'David Thompson',
    'actiontype' => 18,
    'actionmsg' => 'Updated ticket properties: subject: Our ref - **************; Client - *** *** > Our ref - *******; Client - *****, name: **** *** (*** *** ***... > *** *** (*** *** *..., email address: ***.***@***.co.uk > ***.***@***.co.uk',
    'valuetype' => 8,
    'oldvalueid' => 0,
    'oldvaluestring' => '',
    'newvalueid' => 0,
    'newvaluestring' => '',
    'actionhash' => 't95k5aaxbxn8kbug5ekuxde0sgp7kexk',
    )) in ./__swift/library/Database/class.SWIFT_Database.php:593
    =================================================================================================================================
    #0 ./__apps/tickets/models/AuditLog/class.SWIFT_TicketAuditLog.php(347): SWIFT_Database->AutoExecute('swticketauditlo...', Array, 'INSERT')
    #1 ./__apps/tickets/models/AuditLog/class.SWIFT_TicketAuditLog.php(444): SWIFT_TicketAuditLog::Create(Object(SWIFT_Ticket), NULL, 1, '2', 'David Thompson', 18, 'Updated ticket ...', 8, 't95k5aaxbxn8kbu...', 0, '', 0, '')
    #2 ./__apps/tickets/models/Ticket/class.SWIFT_Ticket.php(822): SWIFT_TicketAuditLog::AddToLog(Object(SWIFT_Ticket), NULL, 18, 'Updated ticket ...', 8, 0, '', 0, '')
    #3 ./__apps/tickets/staff/class.Controller_Ticket.php(2565): SWIFT_Ticket->Update('Our ref - ****...', '*** *** (C...', '***.***@**...')
    #4 [internal function]: Controller_Ticket->EditSubmit('16660', 'jyvmg2f6bq3vk1s...', '-1', '-1', '-1')
    #5 ./__swift/library/MVC/class.SWIFT_Controller.php(371): call_user_func_array(Array, Array)
    #6 ./__swift/library/App/class.SWIFT_App.php(176): SWIFT_Controller::Load(Object(SWIFT_Interface), Object(SWIFT_App), Object(SWIFT_Router), false)
    #7 ./__swift/library/class.SWIFT.php(16): SWIFT_App->ExecuteController(Object(SWIFT_Router))
    #8 ./__swift/library/class.SWIFT.php(16): SWIFT->Initialize()
    #9 ./__swift/swift.php(16): SWIFT::GetInstance()
    #10 ./staff/index.php(29): require_once('/var/www/html/k...')
    #11 {main}
     
  2. Gary McGrath

    Gary McGrath Staff Member

  3. Hi Gary,

    Yes, it was moved (to an identical environment essentially), I'll pass your comments over to the server Admin running it and post the results later (Cache was rebuilt).

    Thanks
     
  4. Update:

    I have been advised the following:

    We are running MySQL in the following mode: sql_mode=NO_ENGINE_SUBSTITUTION,STRICT_TRANS_TABLES
    Can you advise what mode(s) we should change that to?
    (MySQL 5.6.22 on CentOS 7)

    Thanks
     
  5. Gary McGrath

    Gary McGrath Staff Member

  6. Thanks Gary, passed on, will advise how it goes!
     
  7. All fixed and has been working fine for the last few days. Thanks as per usual Gary!
     

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