HelpSpot Help Desk Software | HelpSpot Blog | HelpSpot Support

Ticket numbers gone crazy


#1

Not sure what could be causing this but our ticket numbers just went from 1300 to 4749, then to 4920, etc. They used to increment by one - is this a database issue? What should I be looking at?


#2

Have you been hit by a large amount of spam? If so each spam is initially given a request ID. Even though you delete it, the ID stays incremented because ID’s cannot be reused.


#3

Just checked - spam levels seem normal, ending with 1369. Should I reset the index back down via MySQL? I’m concerned there is some other issue triggering this.


#4

I wouldn’t change that ID, if those ID’s are in use somewhere else in the system you could really blow things up. I’d suggest just keeping an eye on it and see if it happens again. I don’t know of any reasons why this would happen, but adjusting the ID down is extremely dangerous.


#5

I found the culprit for anyone who runs into a similar problem: there was a single message stuck in the email inbox, with some really nasty binary garbage in it. POP could not remove it so HelpSpot kept retrieving it and assigning it a ticket number BUT because retrieval wasn’t done correctly those tickets never showed up inside HelpSpot Inbox index. I was able to locate them by typing random ticket numbers into Request field.


#6

Interesting, thanks Slaven. So a malformed email was stuck. Perhaps part of the insert was failing because of it. Are there any errors in Admin->Tools->Error Log related to this?


#7

Wow, there’s quite a few errors there! I located the start of the problem on Friday, here’s the log:

Error Log
Time	Type	Message	File	Line
Fri, Mar 23, 2007, 12:59 PM	Mail Import	Cannot connect to [email] #IMAP Errors-> Retrying LOGIN authentication after Can't get lock. Mailbox in use;Can not authenticate to POP3 server: POP3 connection broken in response	tasks.php	149
Fri, Mar 23, 2007, 12:58 PM	Database	| | |	tasks.php	535
Fri, Mar 23, 2007, 12:58 PM	Database	-	tasks.php	535
Fri, Mar 23, 2007, 12:57 PM	Database	| | |	tasks.php	535
Fri, Mar 23, 2007, 12:57 PM	Database	-	tasks.php	535
Fri, Mar 23, 2007, 12:56 PM	Database	| | |	tasks.php	535
Fri, Mar 23, 2007, 12:56 PM	Database	-	tasks.php	535
Fri, Mar 23, 2007, 12:55 PM	Database	| | |	tasks.php	535
Fri, Mar 23, 2007, 12:55 PM	Database	-	tasks.php	535
Fri, Mar 23, 2007, 12:54 PM	Database	| | |	tasks.php	535
Fri, Mar 23, 2007, 12:54 PM	Database	-	tasks.php	535
Fri, Mar 23, 2007, 12:53 PM	Database	| | |	tasks.php	535
Fri, Mar 23, 2007, 12:53 PM	Database	-	tasks.php	535

The bottom event is when this message first arrived.


#8

Btw, events continue past 12:59pm, but repeats the same cycle - a lot of errors on line 535, then an occassional mbox locked error. Altogether some 10,000 errors were logged since Friday. :slight_smile:


#9

Thanks, this is helpful. Yep, looks like something “bad” was coming through and the DB couldn’t handle what was trying to be inserted. The locks are likely just tasks running again before a previous instance had finished. Was the blocking email large? If so that could be why.

One thing you might want to check is if it was large it could have been hitting your MySQL packet size limit. You can see the variable to adjust here:

http://www.userscape.com/helpdesk/index.php?pg=kb.page&id=34