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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  • Do you have the full error log that shows the error message you're running into?
  • Sure

    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
    (
    )

    [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
    (
    )

    [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
    (
    )

    [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
    (
    )

    It's basically this over and over again.
    • Thanks. Do you run any reports or any custom ticket rules? Or any custom views?
  • Yes, a few custom ticket rules and 2 queries on ticket custom fields.

    All queries were validated on mysql workbench to be working ok.
    • Have you tried to disable any of the custom ticket rules or the queries on the custom fields to see if that gets rid of the mysql issue and the error messages?
  • Just disabled all custom rules, also tried all the queries in Mysql workbench with no errors. Any other idea?
    • How many queues do you have? Did you disable the custom ticket rules in all your help desk queues? Also, you don't have any different orgs with help desks in them do you?
  • Do you have a query setup in custom field 2 in any of your queues?
    • Hi, We used to have a query but I removed it some days ago thinking that it could be the issue.
      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.
      • You may want to create a support ticket so we can investigate further. You can link this question so you don't have to repeat everything also.
  • Hi, I am actually in contact with support.
    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.
    • Did support help you identify the process that's causing your issue?
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