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onboarding:ticketer:troubleshooting_-_ticket_cannot_advance_state [2017/08/30 12:32] – mmcconboarding:ticketer:troubleshooting_-_ticket_cannot_advance_state [2021/06/25 10:09] (current) – external edit 127.0.0.1
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 +====== Troubleshooting - Ticket cannot advance state ======
  
 +Author: Michelle McCausland
 +
 +===== Example Support Request =====
 +//Example support ticket - SUPPORT-490//
 +
 +<code>When I try to advance my ticket 994997 from "Resource Planning in Progress" to "Errigal Development in Progress" it kicks me back to "Resource Planning in Progress".  </code>
 +
 +----
 +
 +===== Solution =====
 +
 +Attempting to recreate this issue showed the following in the logs:
 +
 +<code>
 +2017-08-28 17:13:06,492 [http-bio-8083-exec-164] INFO  ticketer.Ticket  - Scheduling Ticket 994997 Auto-escalate (Errigal Development in Progress-1) in 6048000000 ms.
 +2017-08-28 17:13:06,529 [http-bio-8083-exec-164] ERROR util.JDBCExceptionReporter  - Data truncation: Out of range value for column 'repeatable_interval' at row 1
 +2017-08-28 17:13:06,529 [http-bio-8083-exec-164] ERROR util.JDBCExceptionReporter  - Data truncation: Out of range value for column 'repeatable_interval' at row 1
 +2017-08-28 17:13:06,548 [http-bio-8083-exec-164] ERROR StackTrace  - Full Stack Trace:
 +org.springframework.dao.DataIntegrityViolationException: could not insert: [com.errigal.ticketer.PersistedTask]; SQL [insert into persisted_task (closure_string, description, execute_date, executed, repeatable, repeatable_interval) values (?, ?, ?, ?, ?, ?)]; nested exception is org.hibernate.exception.DataException: could not insert: [com.errigal.ticketer.PersistedTask]
 +        at org.springframework.orm.hibernate3.SessionFactoryUtils.convertHibernateAccessException(SessionFactoryUtils.java:648)
 +        at org.springframework.orm.hibernate3.HibernateAccessor.convertHibernateAccessException(HibernateAccessor.java:412)
 +        at org.springframework.orm.hibernate3.HibernateTemplate.doExecute(HibernateTemplate.java:411)
 +        at org.springframework.orm.hibernate3.HibernateTemplate.execute(HibernateTemplate.java:339)
 +        at org.codehaus.groovy.grails.orm.hibernate.metaclass.SavePersistentMethod.performSave(SavePersistentMethod.java:56)
 +        at org.codehaus.groovy.grails.orm.hibernate.metaclass.AbstractSavePersistentMethod.doInvokeInternal(AbstractSavePersistentMethod.java:215)
 +        at org.codehaus.groovy.grails.orm.hibernate.metaclass.AbstractDynamicPersistentMethod.invoke(AbstractDynamicPersistentMethod.java:63)
 +        at org.codehaus.groovy.grails.commons.metaclass.DynamicMethodInvocation$invoke.call(Unknown Source)
 +        at org.codehaus.groovy.runtime.callsite.CallSiteArray.defaultCall(CallSiteArray.java:45)
 +        at org.codehaus.groovy.grails.commons.metaclass.DynamicMethodInvocation$invoke.call(Unknown Source)
 +        at org.codehaus.groovy.grails.orm.hibernate.HibernateGormInstanceApi.save(HibernateGormEnhancer.groovy:876)
 +        at com.errigal.ticketer.PersistedTask.save(PersistedTask.groovy)
 +        at com.errigal.ticketer.PersistedTask$save.call(Unknown Source)
 +        at com.errigal.ticketer.Ticket.scheduleAutoEscalate(Ticket.groovy:1958)
 +        at com.errigal.ticketer.Ticket$scheduleAutoEscalate.callCurrent(Unknown Source)
 +        at com.errigal.ticketer.Ticket.updateState(Ticket.groovy:1714)
 +        at com.errigal.ticketer.Ticket.this$2$updateState(Ticket.groovy)
 +</code>
 +
 +
 +Googling the following phrase "Data truncation: Out of range value for column" revealed the issue was to do with the column size.
 +
 +In the Ticket.groovy code the PersistedTask section converts time to milliseconds in order to schedule its updates.
 +
 +As you can see from the logs above the value was 6048000000ms! 
 +
 +Opening up the workflow to the state in question confirmed this:
 +
 +{{ :onboarding:ticketer:escalation.png?nolink |}}
 +
 +10 weeks = 6048000000 ms
 +
 +<code>
 +DESC persisted_task;
 +
 ++---------------------+---------------+------+-----+---------+----------------+
 +| Field               | Type          | Null | Key | Default | Extra          |
 ++---------------------+---------------+------+-----+---------+----------------+
 +| id                  | bigint(20)    | NO   | PRI | NULL    | auto_increment |
 +| closure_string      | varchar(8192) | NO   |     | NULL    |                |
 +| description         | varchar(255)  | NO   |     | NULL    |                |
 +| execute_date        | datetime      | NO   | MUL | NULL    |                |
 +| executed            | bit(1)        | NO   |     | NULL    |                |
 +| repeatable          | bit(1)        | YES  |     | NULL    |                |
 +| repeatable_interval | int(11)       | YES  |     | NULL    |                |
 ++---------------------+---------------+------+-----+---------+----------------+
 +
 +</code>
 +
 +The repeat_interval column's data type should be changed to a larger data type to accommodate the large value.
 +
 +In order to verify this, the escalation time was set to 3 weeks instead of 10. This corrected the issue.
 +
 +As it is not a viable option to just reduce the time, the column needed to be changed.
 +
 +
 +The following query was run to accommodate this change:
 +
 +<code>
 +ALTER TABLE persisted_task MODIFY COLUMN repeatable_interval bigint;
 +</code>
 +
 +
 +<code>
 +DESC persisted_task;
 +
 ++---------------------+---------------+------+-----+---------+----------------+
 +| Field               | Type          | Null | Key | Default | Extra          |
 ++---------------------+---------------+------+-----+---------+----------------+
 +| id                  | bigint(20)    | NO   | PRI | NULL    | auto_increment |
 +| closure_string      | varchar(8192) | NO   |     | NULL    |                |
 +| description         | varchar(255)  | NO   |     | NULL    |                |
 +| execute_date        | datetime      | NO   | MUL | NULL    |                |
 +| executed            | bit(1)        | NO   |     | NULL    |                |
 +| repeatable          | bit(1)        | YES  |     | NULL    |                |
 +| repeatable_interval | bigint(20)    | YES  |     | NULL    |                |
 ++---------------------+---------------+------+-----+---------+----------------+
 +
 +</code>
 +
 +Increasing the escalate period back to 10 weeks and testing verified this corrected the issue!

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