Error creating ticket in cscockpit

[Former Member]

When we create a new ticket in cscockpit in hybris 5.5.0.1, we get the following error:

 SEVERE: java.lang.ClassCastException: de.hybris.platform.cockpit.services.meta.impl.ExtensibleTypeService$MyTypedObject cannot be cast to de.hybris.platform.core.model.user.EmployeeModel
     at de.hybris.platform.cscockpit.wizards.ticket.newticket.NewTicketAssignAgentPage.render(NewTicketAssignAgentPage.java:122)
     at de.hybris.platform.cscockpit.wizards.generic.NewItemsWizardPage.createContent(NewItemsWizardPage.java:130)
     at de.hybris.platform.cscockpit.wizards.generic.AbstractNewItemsWizard.createPageComponent(AbstractNewItemsWizard.java:113)
     at de.hybris.platform.cockpit.wizards.Wizard.updateView(Wizard.java:352)
     at de.hybris.platform.cockpit.wizards.Wizard.doDone(Wizard.java:555)
     at de.hybris.platform.cscockpit.wizards.generic.AbstractNewItemsWizard.doDone(AbstractNewItemsWizard.java:269)
     at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

In particular the error happens when we click on "Done" on Step 3 of the Create New Ticket wizard, after we have assigned the ticket to a user.

The ticket is created anyway, despite the exception above, but the wizard popup window is not closed when we click on the "Done" button.

If, on the other hand, the ticket is Unassigned, we get a different exception:

 ERROR [Thread-23] [Wizard] Could not finish wizard, reason: 
 de.hybris.platform.servicelayer.exceptions.ModelRemovalException: could not remove partOf attribute items in [alldocuments, content] for ytqaIP(8796191634335) due to null
     at de.hybris.platform.servicelayer.internal.converter.impl.ItemModelConverter.remove(ItemModelConverter.java:657)
     at de.hybris.platform.servicelayer.internal.model.impl.DefaultModelService.removeViaJalo(DefaultModelService.java:727)
     at de.hybris.platform.servicelayer.internal.model.impl.DefaultModelService.doJaloPersistence(DefaultModelService.java:649)
     at de.hybris.platform.servicelayer.internal.model.impl.DefaultModelService.persistWrappers(DefaultModelService.java:1002)
     at de.hybris.platform.servicelayer.internal.model.impl.DefaultModelService.performPersistenceOperations(DefaultModelService.java:626)
     at de.hybris.platform.servicelayer.internal.model.impl.DefaultModelService.removeAllInternal(DefaultModelService.java:541)
     at de.hybris.platform.servicelayer.internal.model.impl.DefaultModelService.removeAll(DefaultModelService.java:530)
     at de.hybris.platform.servicelayer.internal.model.impl.DefaultModelService.removeAll(DefaultModelService.java:484)
     at de.hybris.platform.servicelayer.internal.model.impl.DefaultModelService.remove(DefaultModelService.java:471)
     at de.hybris.platform.ticket.strategies.impl.DefaultTicketEventEmailStrategy.constructAndSendEmail(DefaultTicketEventEmailStrategy.java:167)
     at de.hybris.platform.ticket.strategies.impl.DefaultTicketEventEmailStrategy.sendEmailsForEvent(DefaultTicketEventEmailStrategy.java:93)
     at de.hybris.platform.ticket.service.impl.DefaultTicketBusinessService.createTicket(DefaultTicketBusinessService.java:58)
     at de.hybris.platform.cscockpit.wizards.ticket.newticket.NewTicketWizardPageController.postProcessNewItems(NewTicketWizardPageController.java:117)
     at de.hybris.platform.cscockpit.wizards.generic.NewItemsWizardPageController.done(NewItemsWizardPageController.java:107)
     at de.hybris.platform.cockpit.wizards.Wizard.doDone(Wizard.java:538)
     at de.hybris.platform.cscockpit.wizards.generic.AbstractNewItemsWizard.doDone(AbstractNewItemsWizard.java:269)
     at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
     at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57)
     at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
     at java.lang.reflect.Method.invoke(Method.java:606)
     at bsh.Reflect.invokeMethod(Reflect.java:134)
     at bsh.Reflect.invokeObjectMethod(Reflect.java:80)
     at bsh.Name.invokeMethod(Name.java:858)
     at bsh.BSHMethodInvocation.eval(BSHMethodInvocation.java:75)
     at bsh.BSHPrimaryExpression.eval(BSHPrimaryExpression.java:102)
     at bsh.BSHPrimaryExpression.eval(BSHPrimaryExpression.java:47)
     at bsh.Interpreter.eval(Interpreter.java:645)
     at bsh.Interpreter.eval(Interpreter.java:739)
     at org.zkoss.zk.scripting.bsh.BSHInterpreter.exec(BSHInterpreter.java:119)
     at org.zkoss.zk.scripting.util.GenericInterpreter.interpret(GenericInterpreter.java:310)
     at org.zkoss.zk.ui.impl.PageImpl.interpret(PageImpl.java:797)
     at org.zkoss.zk.ui.impl.EventProcessor.process0(EventProcessor.java:176)
     at org.zkoss.zk.ui.impl.EventProcessor.process(EventProcessor.java:141)
     at org.zkoss.zk.ui.impl.EventProcessingThreadImpl.process0(EventProcessingThreadImpl.java:519)
     at org.zkoss.zk.ui.impl.EventProcessingThreadImpl.run(EventProcessingThreadImpl.java:446)
 Caused by: de.hybris.platform.jalo.ConsistencyCheckException: could not remove partOf attribute items in [alldocuments, content] for ytqaIP(8796191634335) due to null[HY-0]
     at de.hybris.platform.jalo.Item.removePartOfItems(Item.java:3174)
     at de.hybris.platform.jalo.Item.removePartOfItems(Item.java:3156)
     at de.hybris.platform.jalo.Item.removeDependentItems(Item.java:3111)
     at de.hybris.platform.jalo.Item.doRemove(Item.java:3013)
     at de.hybris.platform.jalo.Item.remove(Item.java:2967)
     at de.hybris.platform.jalo.Item.remove(Item.java:2928)
     at de.hybris.platform.servicelayer.internal.converter.impl.ItemModelConverter.remove(ItemModelConverter.java:644)
     ... 34 more
 Caused by: java.lang.NullPointerException
     at de.hybris.platform.commons.jalo.renderer.RendererTemplate.setAllContent(RendererTemplate.java:238)
     at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
     at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57)
     at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
     at java.lang.reflect.Method.invoke(Method.java:606)
     at de.hybris.platform.jalo.type.ReflectionAttributeAccess$AttributeMethod.invokeSetter(ReflectionAttributeAccess.java:797)
     at de.hybris.platform.jalo.type.ReflectionAttributeAccess.setValue(ReflectionAttributeAccess.java:960)
     at de.hybris.platform.jalo.Item.setAttribute(Item.java:2333)
     at de.hybris.platform.jalo.Item.setAllAttributesInternal(Item.java:2166)
     at de.hybris.platform.jalo.Item$18.execute(Item.java:2087)
     at de.hybris.platform.tx.Transaction.execute(Transaction.java:1195)
     at de.hybris.platform.tx.Transaction.execute(Transaction.java:1160)
     at de.hybris.platform.jalo.Item.setAllAttributes(Item.java:2082)
     at de.hybris.platform.jalo.Item.removePartOfItems(Item.java:3170)
     ... 40 more

[Former Member]

Yes even I am also using Hybris 5.5.0.1 and facing the same issue. Any update on this would be greatful.

[Former Member]

When we create a new ticket in cscockpit in hybris 5.5.1.0, facing the same issue. Any update on this would be grateful.

Thanks Surendra Shamra

[Former Member]

hey guys,

I am having the same error ... someone could fix it ?

Att,

[Former Member]

Hi guys

Have you try that in the latest path?

I just set up an OOTB 5.5.0.9 and ticket creating is successful.

Thanks Yan

[Former Member]

The create ticket problem happened in our production environment suddenly today and cannot be simulated in other environment even stagging. Checking the exception log message that is as same as the log provided by this post. We have no ideal and then try to find answer in Hybris expert and see some users facing same problem but none of answer in posts are helpful.

[Former Member]

suddenly happen? and you don't do any thing on product server...that is werid.

But if it impact your business, I suggest you to create a BCP ticket that hybris support team will help you.

Thanks

Yan

[Former Member]

we have same issue in Hybris 5.2 too.... Hope somebody can tell

[Former Member]

I'm having the same error :(:(:(:(:(