Issue:
When trying to open a Service Ticket, we receive the message that an error occurred opening the service ticket dialog.
What can cause this message?
Resolution:
We have seen a few problems that can cause this message. Below are two problems we have seen that can generate the error.
The first issue is from NULL values in the SV_Service_Ticket_Parts table for the quantity field.
To fix this, the scripts below can be used to see if this is the problem and update the fields with a valid value.
--- Can be from null values in the parts quantity field. ---
--- Find the Service_Ticket_ID from the Service_Ticket_Number. ---
Select Service_Ticket_Id from SV_Service_Ticket where Ticket_Number = '18196'
---Find parts records for the service ticket.---
Select * from SV_Service_Ticket_Parts where Service_Ticket_Id =18196
--- Update the parts record with the correct quantity. ---
update SV_Service_Ticket_Parts Set Quantity =1 where Service_Ticket_Part_Id =81040
The second issue that we have seen is a problem with NULL values in the first issue is from NULL values in CS_Customer_System table.
The record for the customer's site may have null values for one or all of the fields named Keys_On_File, Key_Number, and Secondary_Account.
The scripts below can be used to check the customer records for other nulls and to get the IDs needed to view and update the records.
---CS_Customer_System record for the customer's site may have null values for the fields Keys_On_File, Key_Number, and Secondary_Account. ---
---Update the fields to have the correct default values instead of null and the service ticket error went away. ---
--- Find the service ticket with the issue to get Customer_ID. ---
select * from SV_Service_Ticket where Ticket_Number ='173439'
--- Check Customer Records for problems like nulls or missing records.---
select * from AR_Customer where Customer_Id ='52819' select * from AR_Customer_Site where Customer_Id ='52819' select * from AR_Customer_System where Customer_Id ='52819' select * from AR_Customer_Bill where Customer_Id ='52819'
-- When opening a Service Ticket, there is a check for CS_Customer_System records. This can cause the error. ---
SELECT Customer_System_Id, Keys_On_File, Key_Number, Secondary_Account FROM CS_Customer_System WHERE AR_Customer_System_Id = 56951
--- Check integration id --
SELECT * FROM CS_Alarm_Company SELECT * FROM SS_Integration
--- If they do not use the integration, update the record to have the correct ID instead of NULL ---
UPDATE CS_Alarm_Company SET Integration_Id = 1 Where Integration_Id is NULL
--- Update the CS_Customer_System record with correct values instead of the NULL---
--- Could be one or all fields need updated. ---
UPDATE CS_Customer_System SET Keys_On_File ='N' WHERE Keys_On_File IS NULL UPDATE CS_Customer_System SET Key_Number ='' WHERE Key_Number IS NULL UPDATE CS_Customer_System SET Secondary_Account ='' WHERE Secondary_Account IS NULL
