Forum GLPI-Project

gpqOficinayRed

Member

Registered: 2012-06-04

Posts: 13

SOLVED: Ticket created on web interface automatically deleted

Version of GLPI: 10.0.9

I have been using GLPi for many years and love it.

Recently though, whenever I add a new ticket through web interface, the ticket is automatically deleted as soon as I click on submit.

I then need to restore it so that it shows on my list of tickets.

Has anyone experienced anything like this? Could this be related to any changes introduced in this version?

Thank you all

Last edited by gpqOficinayRed (2023-08-28 18:42:20)

Kaya84

Member

Registered: 2019-06-13

Posts: 217

Re: SOLVED: Ticket created on web interface automatically deleted

Really strange.

Check rules: maybe you have some rule that delete ticket based on something..

gpqOficinayRed

Member

Registered: 2012-06-04

Posts: 13

Re: SOLVED: Ticket created on web interface automatically deleted

Hi Kaya84,

Thanks for your help. So here is the weird thing. I thought that the issue for the deleted tickets could be caused by a rule, but those rules have remained unchanged for years.

This GLPi install had been working perfectly for over 8 years and has always upgraded from one version to the next without any real issues.

I have checked the integrity of the database schema in the command line and it is fine. I am really scratching my head on this one.

Again thanks for any light that you might be able to shed on this issue.

Last edited by gpqOficinayRed (2023-08-28 11:33:27)

Kaya84

Member

Registered: 2019-06-13

Posts: 217

Re: SOLVED: Ticket created on web interface automatically deleted

Hi Kaya84,

Thanks for your help. So here is the weird thing. I thought that the issue for the deleted tickets was caused by a rule for "Auto-Submitted" headers, which I believe were actually created by default when I first installed GLPi many years ago.

The regular expression associated to that rule was:

	/^(?!.*no).+$/i 

Really weird, cause that rule is inside  "Rules for assigning a ticket created through a mails receiver" so nothing to do with web interface... (Exclude Auto-Reply emails using Auto-Submitted header    )

May I suggest you to create a new istance of glpi and check the rules in a fresh new system?

Maybe someone touched something..

gpqOficinayRed

Member

Registered: 2012-06-04

Posts: 13

Re: SOLVED: Ticket created on web interface automatically deleted

In summary, there are two bugs:

1) Tickets that are automatically deleted as soon as I hit the submit button.

I have checked all rules and see no relationship between the default rules used by GLPi and this behavior.

2) Some new tickets were being created with a "0" id. This I have been able to replicate in three different instances of GLPi.

I am very surprised no one has bumped into this second issue as it has happened to me in three separate GLPi installs that were upgraded to GLPi 10.0.9

I appreciate your help.

Last edited by gpqOficinayRed (2023-08-28 12:43:04)

gpqOficinayRed

Member

Registered: 2012-06-04

Posts: 13

Re: SOLVED: Ticket created on web interface automatically deleted

More Info:

I have left a standing ticket "0" instead of deleting it and now subsequent tickets are no longer autodeleted upon creation. Therefore, both issues are clearly related.

If ticket "0" is deleted, all new tickets are deleted. If it is "closed", all new tickets are closed. If it is left as "New", all new tickets are then created successfully and with a status of "New".

In summary, my contention is that there is a serious bug in GLPi 10.0.9 that creates some tickets with an ID value of "0" as I have seen this happen in three separate installs. This ticket with an id of 0 determines what happens to subsequent tickets.

I assume that this isn´t a generalized problem and may be caused by interaction between code that was not there before 10.0.9  and a specific DB version of MariaDB, but it is quite clear to me that this bug was introduced by GLPi 10.0.9 as it never happened before the update.

If anybody else has any other theories, I would love to hear them.

I have opened a bug report as I am fairly certain that this is clearly a bug: https://github.com/glpi-project/glpi/issues/15458

Last edited by gpqOficinayRed (2023-08-28 13:44:09)

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: SOLVED: Ticket created on web interface automatically deleted

id=0  it looks like if auto_increment is not set to yes on tha column in DB

       NAME             TYPE              Attributs                NULL     DEFAULT             EXTRA
 	id (Primaire) int(10) 		UNSIGNED 	Non 	Aucun(e) 		AUTO_INCREMENT

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Trouver la panne avant de réparer...
GLPI10.0.16 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.3 reports 1.16.0 formcreator 2.13.9, datainjection 2.13.5 fields 1.21.9

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: SOLVED: Ticket created on web interface automatically deleted

According to the bug report, the NO_AUTO_VALUE_ON_ZERO SQL mode is also enabled which is not on by default and would cause issues with GLPI and break the expected auto-increment functionality of the database.

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GLPI Collaborator and Plugin Developer.
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gpqOficinayRed

Member

Registered: 2012-06-04

Posts: 13

Re: SOLVED: Ticket created on web interface automatically deleted

According to the bug report, the NO_AUTO_VALUE_ON_ZERO SQL mode is also enabled which is not on by default and would cause issues with GLPI and break the expected auto-increment functionality of the database.

As I mentioned in the bug report, I actually thought about this, but did not recall changing the configuration of MySQL.

This was exactly the issue.  We are going to review when this change was introduced in the configuration of our MySQL Server and make sure that this issue is clearly reflected in our internal docs to avoid seeing it again in the future.

I really appreciate your prompt response as we have been scratching our heads for a while with this issue.

Many thanks and keep up the excellent work.

Last edited by gpqOficinayRed (2023-08-28 21:28:52)