Troubleshooting - User Can't Search for Tickets

Author: Michelle McCausland

Example support ticket - CCSUPPORT-2337

Support—
Can you please help us to restore the searching ability for this user’s account? 
He is unable to search for tickets in production. You can see a portion of the error he gets in the screenshot below. 
However, when I log into prod using his id, and hit search, it just sits there. I do not get the error.
In QA, the issue is not there. His profile looks the same from what I could tell (unless I missed something). 
Thought maybe he set his auto refresh rate to zero, but Chris confirmed with him that he did not. I am not sure what else to check. Your assistance is greatly appreciated.

---

Unfortunately in this case, not listening to the customer would have saved us over an hour of investigation.

Attempting to recreate this in the logs yielded the following exception:

Uncaught exception: com.google.gwt.event.shared.UmbrellaException: Exception caught: must be positive
    at Unknown.psc(StackTraceCreator.java:174)
    at Unknown.ed(StackTraceCreator.java:508)
    at Unknown.Vs(RuntimeException.java:33)
    at Unknown.iEc(UmbrellaException.java:71)
    at Unknown.mEc(UmbrellaException.java:26)
    at Unknown.EDc(UmbrellaException.java:90)
    at Unknown.LA(DataClass.java:248)
    at Unknown.gB(DataClass.java:246)
    at Unknown.anonymous(ButtonItem.java:246)
    at Unknown.yrc(Impl.java:189)
    at Unknown.Brc(Impl.java:242)
    at Unknown.anonymous(Impl.java:70)
Caused by: java.lang.IllegalArgumentException: must be positive
    at Unknown.psc(StackTraceCreator.java:174)
    at Unknown.dd(StackTraceCreator.java:508)
    at Unknown.jd(Exception.java:29)
    at Unknown.Us(RuntimeException.java:29)
    at Unknown.a6e(IllegalArgumentException.java:29)
    at Unknown.fI(Timer.java:130)
    at Unknown.P9(TicketQueryResults.java:334)
    at Unknown.Q9(TicketQueryResults.java:73)
    at Unknown.r7(TicketQueryBuilder.java:185)
    at Unknown.N7(TicketQueryBuilder.java:110)
    at Unknown.Z$e(ClickEvent.java:94)
    at Unknown.PDc(GwtEvent.java:76)
    at Unknown.EDc(HandlerManager.java:127)
    at Unknown.LA(DataClass.java:248)
    at Unknown.gB(DataClass.java:246)
    at Unknown.anonymous(ButtonItem.java:246)
    at Unknown.yrc(Impl.java:189)
    at Unknown.Brc(Impl.java:242)
    at Unknown.anonymous(Impl.java:70)

Googling what this error was did not help us to resolve the issue.

We were aware that the user was correct on QA and NOT on Prod so we began to compare the users against each other via the database.

As it happened the auto_refresh_interval WAS SET TO 0 on production, remember, the customer said this was not the case!

The auto_refresh_interval value being set to 0 causes a number of application issues as seen in Troubleshooting - Ticketer user account is unusable, all options are greyed out.

This field is located in the ticketer.user_profile table and should never be set to 0.

It is possible to change this value:

1. from the GUI
2. from the database

The issue is, once the user had set the value to 0 they could not rectify the change which is why Errigal are required to step in and correct from the DB.

As of writing there is a dev ticket - IDMS-759 in place to prevent this value from being set to 0 which should resolve this issue.

The following query was used in this instance to fix the issue:

UPDATE user_profile SET auto_refresh_interval = 60000 WHERE id = 616;