Ticket fails to create from Web Console or Email

  • 7017747
  • 20-Jun-2016
  • 20-Jun-2016

Environment

Novell Service Desk 7.1 NSD Operations
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
The following error is shown in the Service Desk web console:

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.

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.