Mailgate "Missing type for Ticket template" #9013

AndreasGermany · 2021-04-28T16:22:08Z

Hello,

I just updated from 9.3.0 to 9.5.5 and now there are some errors in the PHP log.
The mailgate is collecting mails and when there is text only and no attachments or embedded grafics, everything is fine.
When an email with an attchment or embedded grafic is collected it seems to work because incomming mails are converted to tickets but the log tells a diffrent story.

php.log

Best regards
Andreas

btry · 2021-04-29T13:48:31Z

Hi

Might be related to #8418 (error seen with Formcreator)

AndreasGermany · 2021-04-29T14:29:42Z

Hi,

Yes I think so. On GLPI 9.3.0 Formcreator 2.6.4-dev was installed but not activated. I also tried to delete and clean it before updating but still have the same error.
I still have the old GLPI 9.3.0 as a VM clone.
Is there a way to completely delete Formcreator 2.6.2-dev and all the changes it made and then try to update?

trasher · 2021-04-29T14:56:06Z

I close this one since it seems related to a plugin. I guess there is something that has not been stored correctly in your database, you should check tickets marked as template in the database.

cedric-anne · 2021-05-04T13:27:25Z

Hi,

I take a look at the provided stacktrace, and, as ticket is created from a mail collector, it does not seems to be related to formcreator plugin.

@AndreasGermany

What is the value, in database of glpi_entities.tickettype for the entity having ID 0 ?
What is the value, in database of glpi_tickets.type for the ticket having ID 12127 ?

Regards

stdglpi · 2021-05-06T10:41:55Z

Hi

Might be related to #8418 (error seen with Formcreator)

I did the update of the last version of Formcreator with the last GLPI 9.5.5 and the problem still occured.
After each solution or transfert entity I have the 500 web error and on GLPI : Missing type for ticket

For the moment I follow this discussion.

cedric-anne · 2021-05-06T11:16:06Z

@stdglpi

What is the value, in database, of glpi_entities.tickettype for the entity of the related ticket ?
What is the value, in database, of glpi_tickets.type for the related ticket ?

stdglpi · 2021-05-06T13:03:09Z

@stdglpi

What is the value, in database, of glpi_entities.tickettype for the entity of the related ticket ?

What is the value, in database, of glpi_tickets.type for the related ticket ?

from my side, the table doesn't exist in the database GLPI :(

ex : for glpi_entities.tickettype

btry · 2021-05-06T13:05:43Z

Hi

The asked tables are glpi_entities and glpi_tickets. In the 1st table look at the column tickettype and in the 2nd look at the column type.

Find the rows using the ID of the entity and the ID of the ticket.

stdglpi · 2021-05-06T13:09:58Z

Hi

The asked tables are glpi_entities and glpi_tickets. In the 1st table look at the column tickettype and in the 2nd look at the column type.

Find the rows using the ID of the entity and the ID of the ticket.

Thanks, see bellow :

What is the value, in database, of glpi_entities.tickettype for the entity of the related ticket ?
2
What is the value, in database, of glpi_tickets.type for the related ticket ?
2 or 1

cedric-anne · 2021-05-06T13:24:58Z

Hi
The asked tables are glpi_entities and glpi_tickets. In the 1st table look at the column tickettype and in the 2nd look at the column type.
Find the rows using the ID of the entity and the ID of the ticket.

Thanks, see bellow :

What is the value, in database, of glpi_entities.tickettype for the entity of the related ticket ?
2
What is the value, in database, of glpi_tickets.type for the related ticket ?
2 or 1

So I do not understand why you have this error. We could not invastigate without a clear stacktrace. Please provide full logs.

Regards

stdglpi · 2021-05-06T13:35:29Z

here my full log, I stay available if you need additional content.

Php-errors.log :

[2021-05-06 15:27:44] glpiphplog.WARNING: *** PHP User Warning (512): Missing type for Ticket template! in C:\inetpub\wwwroot\GLPI 9.5.5\inc\commonitilobject.class.php at line 7957
Backtrace :
inc\commonitilobject.class.php:7957 trigger_error()
inc\commonitilobject.class.php:7918 CommonITILObject->getTemplateFieldName()
inc\commonitilobject.class.php:792 CommonITILObject->getITILTemplateToUse()
inc\ticket.class.php:974 CommonITILObject->handleTemplateFields()
inc\commondbtm.class.php:1484 Ticket->prepareInputForUpdate()
inc\document_item.class.php:202 CommonDBTM->update()
inc\commondbtm.class.php:1173 Document_Item->post_addItem()
inc\commondbtm.class.php:5289 CommonDBTM->add()
inc\commonitilobject.class.php:1763 CommonDBTM->addFiles()
inc\ticket.class.php:1924 CommonITILObject->post_addItem()
inc\commondbtm.class.php:1173 Ticket->post_addItem()
inc\mailcollector.class.php:820 CommonDBTM->add()
front\mailcollector.form.php:88 MailCollector->collect()

[2021-05-06 15:28:50] glpiphplog.WARNING: *** PHP User Warning (512): Missing type for Ticket template! in C:\inetpub\wwwroot\GLPI 9.5.5\inc\commonitilobject.class.php at line 7957
Backtrace :
inc\commonitilobject.class.php:7957 trigger_error()
inc\commonitilobject.class.php:7918 CommonITILObject->getTemplateFieldName()
inc\commonitilobject.class.php:792 CommonITILObject->getITILTemplateToUse()
inc\ticket.class.php:974 CommonITILObject->handleTemplateFields()
inc\commondbtm.class.php:1484 Ticket->prepareInputForUpdate()
inc\transfer.class.php:1155 CommonDBTM->update()
inc\transfer.class.php:214 Transfer->transferItem()
front\transfer.action.php:46 Transfer->moveItems()

commonitilobject.class.php :

DVOVVK · 2021-06-29T01:46:30Z

This bug in GLPI in function getITILTemplateToUse

 if ($template_loaded) { // template loaded for profile or entity
     $newtype              = $type;
     $newitilcategories_id = $itilcategories_id;
     // Get predefined values for ticket template
     if (isset($tt->predefined['itilcategories_id']) && $tt->predefined['itilcategories_id']) {
        $newitilcategories_id = $tt->predefined['itilcategories_id'];
     }
     if (isset($tt->predefined['type']) && $tt->predefined['type']) {
        $newtype = $tt->predefined['type'];
     }
     if ($newtype
         && $newitilcategories_id) {

        $categ = new ITILCategory();
        if ($categ->getFromDB($newitilcategories_id)) {
           $field = $this->getTemplateFieldName($type); // ERROR IS HERE

           if (isset($categ->fields[$field]) && $categ->fields[$field]) {
              // without type and categ
              if ($tt->getFromDBWithData($categ->fields[$field], false)) {
                 $template_loaded = true;
              }
           }
        }
     }
  }

If $type is null an error occurs
In this line $field = $this->getTemplateFieldName($type); need change $type on $newtype
Should be $field = $this->getTemplateFieldName($newtype);

trasher · 2021-06-29T05:59:14Z

@DVOVVK maybe could you open a pull request with your fix proposal? Thanks!

stdglpi · 2021-07-12T07:30:37Z

Hello all,

Any news on this issue ?

regards,

cedric-anne · 2021-07-12T07:59:12Z

Hi @stdglpi @DVOVVK @AndreasGermany ,

Could you check if #9277 fixes your issue ?

Regards

stdglpi · 2021-07-12T09:53:26Z

Hi @stdglpi @DVOVVK @AndreasGermany ,

Could you check if #9277 fixes your issue ?

Regards

@cedric-anne @trasher Yes ! it is working for me right now !

Thank you !

Riesuu · 2021-08-20T07:33:58Z

Hello,
I have the same problem since I applied the fix. 90% of my tickets are created via the collector

[2021-08-20 09:27:49] glpiphplog.WARNING:   *** PHP User Warning (512): Missing type for Ticket template! in /var/www/html/glpi/inc/commonitilobject.class.php at line 7957
  Backtrace :
  inc/commonitilobject.class.php:7957                trigger_error()
  inc/commonitilobject.class.php:7859                CommonITILObject->getTemplateFieldName()
  inc/ticket.class.php:4284                          CommonITILObject->getITILTemplateToUse()
  inc/commonglpi.class.php:627                       Ticket->showForm()
  ajax/common.tabs.php:106                           CommonGLPI::displayStandardTab()
  
[2021-08-20 09:28:07] glpiphplog.WARNING:   *** PHP Warning (2): Undefined variable $newtype in /var/www/html/glpi/inc/commonitilobject.class.php at line 7859
  Backtrace :
  inc/commonitilobject.class.php:792                 CommonITILObject->getITILTemplateToUse()
  inc/ticket.class.php:974                           CommonITILObject->handleTemplateFields()
  inc/commondbtm.class.php:1484                      Ticket->prepareInputForUpdate()
  front/ticket.form.php:72                           CommonDBTM->update()
  
[2021-08-20 09:28:07] glpiphplog.WARNING:   *** PHP User Warning (512): Missing type for Ticket template! in /var/www/html/glpi/inc/commonitilobject.class.php at line 7957
  Backtrace :
  inc/commonitilobject.class.php:7957                trigger_error()
  inc/commonitilobject.class.php:7859                CommonITILObject->getTemplateFieldName()
  inc/commonitilobject.class.php:792                 CommonITILObject->getITILTemplateToUse()
  inc/ticket.class.php:974                           CommonITILObject->handleTemplateFields()
  inc/commondbtm.class.php:1484                      Ticket->prepareInputForUpdate()
  front/ticket.form.php:72                           CommonDBTM->update()
  
[2021-08-20 09:28:07] glpiphplog.WARNING:   *** PHP Warning (2): Undefined variable $newtype in /var/www/html/glpi/inc/commonitilobject.class.php at line 7859
  Backtrace :
  inc/ticket.class.php:4284                          CommonITILObject->getITILTemplateToUse()
  inc/commonglpi.class.php:627                       Ticket->showForm()
  ajax/common.tabs.php:106                           CommonGLPI::displayStandardTab()
  
[2021-08-20 09:28:07] glpiphplog.WARNING:   *** PHP User Warning (512): Missing type for Ticket template! in /var/www/html/glpi/inc/commonitilobject.class.php at line 7957
  Backtrace :
  inc/commonitilobject.class.php:7957                trigger_error()
  inc/commonitilobject.class.php:7859                CommonITILObject->getTemplateFieldName()
  inc/ticket.class.php:4284                          CommonITILObject->getITILTemplateToUse()
  inc/commonglpi.class.php:627                       Ticket->showForm()
  ajax/common.tabs.php:106                           CommonGLPI::displayStandardTab()

trasher closed this as completed Apr 29, 2021

cedric-anne reopened this May 4, 2021

cedric-anne mentioned this issue May 4, 2021

service queuednotification blocked #8795

Closed

cedric-anne added the bug label May 6, 2021

cedric-anne added a commit to cedric-anne/glpi that referenced this issue Jul 12, 2021

Fix loading of TicketTemplate from settings; fixes glpi-project#9013

c47088d

cedric-anne mentioned this issue Jul 12, 2021

Fix loading of TicketTemplate from settings; fixes #9013 #9277

Merged

cedric-anne added this to the 9.5.6 milestone Jul 12, 2021

trasher closed this as completed in 68046a1 Jul 12, 2021

btry mentioned this issue Aug 19, 2021

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Mailgate "Missing type for Ticket template" #9013

Mailgate "Missing type for Ticket template" #9013

AndreasGermany commented Apr 28, 2021 •

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Riesuu commented Aug 20, 2021

Mailgate "Missing type for Ticket template" #9013

Mailgate "Missing type for Ticket template" #9013

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