Having error Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1 constantly loged on k1000 any ideas?
Hello Guys, some time ago we noticed that the mysql processing was way above 100% in our k1000 virtual appliance and when we checked logs we saw an infinite amount of this error
Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
it is being generated every 4 of 5 seconds.
Any idea on what could be causing this? We are in contact with dell support but could still not find an answer to the root cause of this error. Any idea will be appreciated.
Thank you!
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Here:
[2016-05-06 14:10:54 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1,HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:10:58 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:06 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:08 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:10 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1,HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:14 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:15 -0300] KBOX [info] sending recurring for ticket 39242
[2016-05-06 14:11:15 -0300] KBOX [info] to users: Array
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[2016-05-06 14:11:15 -0300] KBOX [info] sending recurring for ticket 39892
[2016-05-06 14:11:15 -0300] KBOX [info] to users: Array
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[2016-05-06 14:11:15 -0300] KBOX [info] sending recurring for ticket 39891
[2016-05-06 14:11:15 -0300] KBOX [info] to users: Array
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[2016-05-06 14:11:23 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:26 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1,HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:30 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:38 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:41 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1,HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:45 -0300] KBOX [info] Warning: Fields not matched in query generation: HD_TICKET.CUSTOM_FIELD_VALUE1
[2016-05-06 14:11:46 -0300] KBOX [info] sending recurring for ticket 39893
[2016-05-06 14:11:47 -0300] KBOX [info] to users: Array
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It's basically this over and over again. - Glaporte 8 years ago
All queries were validated on mysql workbench to be working ok. - Glaporte 8 years ago
The query used to bring the location type asset and is a required single select field so I removed the query and just set the locations manually. Just in case it was the issue. However the log message still show.
At this point I am almost sure that the issue is related to the Location value which is the Custom_Field_Value1 in the HD_Ticket table in the database. Also, I am starting to believe the issue is related to queue view filters created by the SD reps since the logs start when they log into K1000 and stop when none of them is loged in, they surely have their views set to refresh every 5 seconds which creates that log entry every 5 seconds or so. Multiply that for 60 guys and the log is only about that issue.
Now the thing is... what do I do to stop it from appearing because I have no idea what is the mismatch the error is showing. - Glaporte 8 years ago
Anyways I continued investigating and was able to replicate the error in a test environment.
I found that the error happens when I configure the same custom field in the same custom field number in more than one queue and then run a custom view aiming at that custom field.
For example, I create 2 different queues but in both I set custom field 2 (I use this example since it will apply to the Value1, if not the number would be different) to be "Location" because in the future I would like to filter my tickets by location with a custom view.
When I set the custom view aiming at the location field it queries the database for tickets with a particular value in the HD_Tickets.Custom_Field1 and for some reason it detects a mismatch even if the location value is correctly provided.
My guess after many tests is that it happens because the field applies in more than one queue but I can't see the logic in that, at least not with my limited knowledge of databases.
As I said before the warning gets logged constantly since many users run that query once every 5 seconds.
Now if I move the location custom field in one of the queries to a different custom field value the warning disappears.
I also found that this is not actually causing the Mysql process to be so high and that the wcpu % shown in the top support tool is very different that the actual % of cpu actually being consumed by the virtual appliance. - Glaporte 8 years ago