Forum GLPI-Project

douglas.fernandes

Member

Registered: 2013-03-21

Posts: 2

GLPI return message with incorret Ticket ID.

GLPI return message with incorret Ticket ID.
Good afternoon everyone,

I would like to share a problem that I am facing in GLPI 0.85.5.
I have this system in production for one year already, but since last week, the system began having strange behavior.
Several cases have been reported where:

Case 1 - a client tries to open a technical call via email. The system does not generate the call of the customer but sends an email back stating the opening of the call, with an ID of an existing call.

Case 2 - a user opens a technical call via e-mail. The system generates the call of the client, but the e-mail system return specifies a different ID of the call ID generated.

I tried to reproduce the error, sending e-mails to open technical calls, but the calls were opened correctly and the return message also referenced the same ID of the call. Apparently errors occur randomly.

I would like to note that the system did not have any type of intervention (some updating for example) in recent weeks to justify this change in behavior. The only occurrence was the installation of the plugin "Formcreator" (version 0.90-1.3.3). This plugin does not work properly and was uninstalled, but the problems continue to occur.

We also identify the occurrence of errors in MySQL (see link below). It must have a relationship with our problem, but what should we do to solve this problem?

https://www.dropbox.com/s/eh36x1g3k3r6b … r.txt?dl=0

Technical specifications:
S.O.: Debian 7.1 - 64 Bits
Apache: 2.2.22
Php: 5.4.36
MySql: 5.5.40-0
Memória: 8 Gb
CPU: Intel(R) Xeon(R) CPU E5-2640 0 @ 2.50GHz

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: GLPI return message with incorret Ticket ID.

Have you defined some unicity in Setup > Checks?
Have you some business rules?

Errors is only for unicity (can't affect the same group to the same ticket

---

CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

douglas.fernandes

Member

Registered: 2013-03-21

Posts: 2

Re: GLPI return message with incorret Ticket ID.

We have some unicity in Setup. But, we don't see relationship with the errors occured. Same for business rules.
Note: These rules have not changed in the last months.