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Why does the Ticketing tab - View Summary function show the following page?

KB#:  KKB000456

QUESTION

Why does the Ticketing tab - View Summary function show the following page?:

the page cannot be displayed
there is a problem with the page you are trying to reach and it cannot be displayed.
HTTP 500.100 - Internal Server Error - ASP error
Internet Information Services

--------------------------------------------------------------------------------

Error Type:
Microsoft OLE DB Provider for ODBC Drivers (0x-7ffbf1ec)
[Microsoft][ODBC SQL Server Driver][SQL Server]Invalid length parameter passed to the SUBSTRING function.
/TroubleTicTab/viewSummary.asp, line 613

ANSWER

This is caused by a bad emailAddr value in the ticSummary table. In Kaseya 2008, prior to service pack 1, it was possible to specify an email mapping that had a subject filter but no machine or group id associated with it. Any emails where this mapping applied would result in bad data in the Kaseya database.

Run the following SQL query against the ksubscribers database to identify any tickets with bad data (usually ' '):
select * from ticSummary where not emailaddr like '%.%'

The following query will fix instances where the emailaddr value is a single space:
update ticSummary
set emailaddr = 'unknown.unnamed'
where emailaddr = ' '

Once the data is corrected, fix the email mapping to ensure that no further bad entries are created.

MORE INFORMATION
 
N/A

APPLIES TO

Kaseya 2008
Ticketing tab
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