Environment
Novell Service Desk 7.1 NSD Operations
Micro Focus Service Desk 7.2 NSD Operations
MySQL Database
Micro Focus Service Desk 7.2 NSD Operations
MySQL Database
Situation
- User (Technician or Supervisor) creates a ticket from the web console with text pasted from a document
- User is logged out of web console when clicking Save
ERROR:
Application Exception:
java.lang.NullPointerException
Your session has ended. Please use the button below to login again.
The following or similar may be seen in the LiveTime.log:
ERROR:
(RequestContainer.java:1533) - There was a problem saving the Incident. null
java.lang.NullPointerException
at com.livetime.data.bl.IncidentValidator.saveBusinessLogic(IncidentValidator.java:983)
...
(JDBCExceptionReporter.java:101) - Incorrect string value: '\xE2\x80\x82\xE2\x80\x82...' for column 'ENTRY_TEXT' at row 1
(AbstractFlushingEventListener.java:324) - Could not synchronize database state with session
org.hibernate.exception.GenericJDBCException: could not insert: [com.livetime.data.HistoryEntry]
at org.hibernate.exception.SQLStateConverter.handledNonSpecificException(SQLStateConverter.java:140)
...
Caused by: java.sql.SQLException: Incorrect string value: '\xE2\x80\x82\xE2\x80\x82...' for column 'ENTRY_TEXT' at row 1
at com.mysql.jdbc.SQLError.createSQLException(SQLError.java:1073)
...
(RequestNew.java:938) - An unknown error occurred during incident creation
org.hibernate.exception.GenericJDBCException: could not insert: [com.livetime.data.HistoryEntry]
at org.hibernate.exception.SQLStateConverter.handledNonSpecificException(SQLStateConverter.java:140)
...
Caused by: java.sql.SQLException: Incorrect string value: '\xE2\x80\x82\xE2\x80\x82...' for column 'ENTRY_TEXT' at row 1
at com.mysql.jdbc.SQLError.createSQLException(SQLError.java:1073)
...
(ERXWOForm.java:357) - UnknownKeyException thrown in ERXWOForm as a result of other exception.
Resolution
Follow the applicable MySQL database documentation to convert the
Service Desk database, tables, and columns to UTF-8 character set
and a UTF-8, case insensitive collation.
NOTE: Make sure to take a reliable backup of the database before attempting this. It can be an involved process.
NOTE: Make sure to take a reliable backup of the database before attempting this. It can be an involved process.
Cause
The Service Desk MySQL database, tables, or columns have the wrong
character set or collation.
Additional Information
Please see the
Service Desk Database Requirements for the character set and
collation requirements.