Hey,
I am currently unable to reply to a customer’s Helpdesk ticket. Whenever I attempt to respond using the “Reply via Agent” option, the action fails and the reply is not sent.
I took a moment to check the error logs, and from what I can understand it appears to be related to a Lock wait timeout exceeded database error.
Below are the logs captured at the time of the failure for your reference:
Traceback with variables (most recent call last):
File “apps/frappe/frappe/app.py”, line 121, in application
response = frappe.api.handle(request)
request = <Request ‘``https://meckeys-support.m.frappe.cloud/api/method/run_doc_method``’ [POST]>
response = None
e = (1205, ‘Lock wait timeout exceeded; try restarting transaction’)
File “apps/frappe/frappe/api/init.py”, line 63, in handle
data = endpoint(**arguments)
request = <Request ‘``https://meckeys-support.m.frappe.cloud/api/method/run_doc_method``’ [POST]>
endpoint = <function handle_rpc_call at 0x7fe2f00f4e00>
arguments = {‘method’: ‘run_doc_method’}
File “apps/frappe/frappe/api/v1.py”, line 40, in handle_rpc_call
return frappe.handler.handle()
method = ‘run_doc_method’
frappe = <module ‘frappe’ from ‘apps/frappe/frappe/init.py’>
File “apps/frappe/frappe/handler.py”, line 53, in handle
data = execute_cmd(cmd)
cmd = ‘run_doc_method’
data = None
File “apps/frappe/frappe/handler.py”, line 86, in execute_cmd
return frappe.call(method, **frappe.form_dict)
cmd = ‘run_doc_method’
from_async = False
server_script = None
method = <function run_doc_method at 0x7fe2edefbab0>
File “apps/frappe/frappe/init.py”, line 1129, in call
return fn(*args, **newargs)
fn = <function run_doc_method at 0x7fe2edefbab0>
args = ()
kwargs = {‘dt’: ‘HD Ticket’, ‘dn’: ‘3284’, ‘method’: ‘reply_via_agent’, ‘args’: {‘attachments’: , ‘to’: ‘aishwaryraj.personal@gmail.com’, ‘cc’: ‘’, ‘bcc’: ‘’, ‘message’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’}, ‘cmd’: ‘run_doc_method’}
newargs = {‘dt’: ‘HD Ticket’, ‘dn’: ‘3284’, ‘method’: ‘reply_via_agent’, ‘args’: {‘attachments’: , ‘to’: ‘aishwaryraj.personal@gmail.com’, ‘cc’: ‘’, ‘bcc’: ‘’, ‘message’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’}}
File “apps/frappe/frappe/handler.py”, line 302, in run_doc_method
response = doc.run_method(method, **args)
method = ‘reply_via_agent’
docs = None
dt = ‘HD Ticket’
dn = ‘3284’
arg = None
args = {‘attachments’: , ‘to’: ‘aishwaryraj.personal@gmail.com’, ‘cc’: ‘’, ‘bcc’: ‘’, ‘message’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’}
signature = <function signature at 0x7fe2f3020040>
doc = HD Ticket (3284)
method_obj = <bound method HDTicket.reply_via_agent of <HDTicket: doctype=HD Ticket 3284>>
fn = <function HDTicket.reply_via_agent at 0x7fe2e6f53060>
fnargs = [‘message’, ‘to’, ‘cc’, ‘bcc’, ‘attachments’]
File “apps/frappe/frappe/model/document.py”, line 1181, in run_method
out = Document.hook(fn)(self, *args, kwargs)
self = HD Ticket (3284)
method = ‘reply_via_agent’
args = ()
kwargs = {‘attachments’: [], ‘to’: ‘aishwaryraj.personal@gmail.com’, ‘cc’: ‘’, ‘bcc’: ‘’, ‘message’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’}
fn = <function Document.run_method..fn at 0x7fe27122ceb0>
File “apps/frappe/frappe/model/document.py”, line 1578, in composer
return composed(self, method, args, **kwargs)
self = HD Ticket (3284)
args = ()
kwargs = {‘attachments’: [], ‘to’: ‘aishwaryraj.personal@gmail.com’, ‘cc’: ‘’, ‘bcc’: ‘’, ‘message’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’}
hooks = []
method = ‘reply_via_agent’
doc_events = {'': {‘on_update’: [‘frappe.desk.notifications.clear_doctype_notifications’, ‘frappe.workflow.doctype.workflow_action.workflow_action.process_workflow_actions’, ‘frappe.core.doctype.file.utils.attach_files_to_document’, ‘frappe.automation.doctype.assignment_rule.assignment_rule.apply’, ‘frappe.automation.doctype.assignment_rule.assignment_rule.update_due_date’, ‘frappe.core.doctype.user_type.user_type.apply_permissions_for_non_standard_user_type’, ‘frappe.core.doctype.permission_log.permission_log.make_perm_log’, ‘frappe.search.sqlite_search.update_doc_index’], ‘after_rename’: [‘frappe.desk.notifications.clear_doctype_notifications’], ‘on_cancel’: [‘frappe.desk.notifications.clear_doctype_n…build_domain_restricted_doctype_cache’]}, ‘Page’: {‘on_update’: [‘frappe.cache_manager.build_domain_restricted_page_cache’]}, ‘Assignment Rule’: {‘on_trash’: [‘helpdesk.extends.assignment_rule.on_assignment_rule_trash’], ‘validate’: [‘helpdesk.extends.assignment_rule.on_assignment_rule_validate’]}}
composed = <function Document.hook..compose..runner at 0x7fe27122d010>
compose = <function Document.hook..compose at 0x7fe27122d0c0>
f = <function Document.run_method..fn at 0x7fe27122ceb0>
File “apps/frappe/frappe/model/document.py”, line 1556, in runner
add_to_return_value(self, fn(self, *args, kwargs))
self = HD Ticket (3284)
method = ‘reply_via_agent’
args = ()
kwargs = {‘attachments’: [], ‘to’: ‘aishwaryraj.personal@gmail.com’, ‘cc’: ‘’, ‘bcc’: ‘’, ‘message’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’}
add_to_return_value = <function Document.hook..add_to_return_value at 0x7fe27122cf60>
fn = <function Document.run_method..fn at 0x7fe27122ceb0>
hooks = ()
File “apps/frappe/frappe/model/document.py”, line 1178, in fn
return method_object(*args, kwargs)
self = HD Ticket (3284)
args = ()
kwargs = {‘attachments’: [], ‘to’: ‘aishwaryraj.personal@gmail.com’, ‘cc’: ‘’, ‘bcc’: ‘’, ‘message’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’}
method_object = <bound method HDTicket.reply_via_agent of <HDTicket: doctype=HD Ticket 3284>>
method = ‘reply_via_agent’
File “apps/frappe/frappe/utils/typing_validations.py”, line 36, in wrapper
return func(*args, kwargs)
args = [HD Ticket (3284)]
kwargs = {‘attachments’: [], ‘to’: ‘aishwaryraj.personal@gmail.com’, ‘cc’: ‘’, ‘bcc’: ‘’, ‘message’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’}
apply_condition = <function _in_request_or_test at 0x7fe2f1a401a0>
func = <function HDTicket.reply_via_agent at 0x7fe2e6f52fb0>
File “apps/helpdesk/helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py”, line 609, in reply_via_agent
communication.insert(ignore_permissions=True)
self = HD Ticket (3284)
message = ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a video and a description of the issue so that our team can review it.Appreciate your support and understandingBest RegardsTeam RMAMeckeys’
to = ‘aishwaryraj.personal@gmail.com’
cc = ‘’
bcc = ‘’
attachments = []
skip_email_workflow = False
medium = ‘Email’
subject = ‘Re: Order #106843: VXE MADR’
sender = ‘minakshi.mohapatra@meckeys.com’
recipients = ‘aishwaryraj.personal@gmail.com’
sender_email = {‘name’: ‘Support’, ‘creation’: datetime.datetime(2026, 1, 22, 19, 4, 26, 428793), ‘modified’: datetime.datetime(2026, 3, 16, 12, 50, 7, 623334), ‘modified_by’: ‘Administrator’, ‘owner’: ‘abhinay@meckeys.com’, ‘docstatus’: 0, ‘idx’: 638, ‘email_id’: ‘support@meckeys.in’, ‘email_account_name’: ‘Support’, ‘domain’: None, ‘service’: ‘GMail’, ‘auth_method’: ‘Basic’, ‘backend_app_flow’: 0, ‘password’: '‘, ‘awaiting_password’: 0, ‘ascii_encode_password’: 0, ‘connected_app’: None, ‘connected_user’: None, ‘login_id_is_different’: 0, ‘login_id’: None, ‘enable_incoming’: 1, ‘default_incoming’: 0, ‘use_imap’: 1, ‘use_ssl’: 1, ‘use_starttls’: 0, ‘email_server’: ‘``imap.gmail.com``’, ‘incoming_port’:…ags’: None, ‘_comments’: None, ‘_assign’: None, ‘_liked_by’: None, ‘company’: None, ‘frappe_mail_site’: ‘``https://frappemail.com``’, ‘api_key’: None, ‘api_secret’: None, ‘last_received_at’: None, ‘validate_ssl_certificate’: 1, ‘add_x_original_from’: 1, ‘add_reply_to_header’: 1, ‘dsn_notify_type’: None}
communication = Communication (dp7nkba3uj)
last_communication = None
File “apps/frappe/frappe/model/document.py”, line 474, in insert
self.run_post_save_methods()
self = Communication (dp7nkba3uj)
ignore_permissions = True
ignore_links = None
ignore_if_duplicate = False
ignore_mandatory = None
set_name = None
set_child_names = True
d = Communication Link (dp7na0do9n)
File “apps/frappe/frappe/model/document.py”, line 1375, in run_post_save_methods
self.run_method(“on_update”)
self = Communication (dp7nkba3uj)
File “apps/frappe/frappe/model/document.py”, line 1181, in run_method
out = Document.hook(fn)(self, *args, **kwargs)
self = Communication (dp7nkba3uj)
method = ‘on_update’
args = ()
kwargs = {}
fn = <function Document.run_method..fn at 0x7fe27122cbf0>
File “apps/frappe/frappe/model/document.py”, line 1578, in composer
return composed(self, method, args, **kwargs)
self = Communication (dp7nkba3uj)
args = ()
kwargs = {}
hooks = [<function clear_doctype_notifications at 0x7fe2ed46c930>, <function process_workflow_actions at 0x7fe2e6962fb0>, <function attach_files_to_document at 0x7fe2f0f65010>, <function apply at 0x7fe2e6979430>, <function update_due_date at 0x7fe2e69794e0>, <function apply_permissions_for_non_standard_user_type at 0x7fe2ed46c1a0>, <function make_perm_log at 0x7fe2e6979900>, <function update_doc_index at 0x7fe2e69ae140>]
method = ‘on_update’
doc_events = {'‘: {‘on_update’: [‘frappe.desk.notifications.clear_doctype_notifications’, ‘frappe.workflow.doctype.workflow_action.workflow_action.process_workflow_actions’, ‘frappe.core.doctype.file.utils.attach_files_to_document’, ‘frappe.automation.doctype.assignment_rule.assignment_rule.apply’, ‘frappe.automation.doctype.assignment_rule.assignment_rule.update_due_date’, ‘frappe.core.doctype.user_type.user_type.apply_permissions_for_non_standard_user_type’, ‘frappe.core.doctype.permission_log.permission_log.make_perm_log’, ‘frappe.search.sqlite_search.update_doc_index’], ‘after_rename’: [‘frappe.desk.notifications.clear_doctype_notifications’], ‘on_cancel’: [‘frappe.desk.notifications.clear_doctype_n…build_domain_restricted_doctype_cache’]}, ‘Page’: {‘on_update’: [‘frappe.cache_manager.build_domain_restricted_page_cache’]}, ‘Assignment Rule’: {‘on_trash’: [‘helpdesk.extends.assignment_rule.on_assignment_rule_trash’], ‘validate’: [‘helpdesk.extends.assignment_rule.on_assignment_rule_validate’]}}
handler = ‘frappe.search.sqlite_search.update_doc_index’
composed = <function Document.hook..compose..runner at 0x7fe2714217a0>
compose = <function Document.hook..compose at 0x7fe2714216f0>
f = <function Document.run_method..fn at 0x7fe27122cbf0>
File “apps/frappe/frappe/model/document.py”, line 1556, in runner
add_to_return_value(self, fn(self, *args, **kwargs))
self = Communication (dp7nkba3uj)
method = ‘on_update’
args = ()
kwargs = {}
add_to_return_value = <function Document.hook..add_to_return_value at 0x7fe271421640>
fn = <function Document.run_method..fn at 0x7fe27122cbf0>
hooks = (<function clear_doctype_notifications at 0x7fe2ed46c930>, <function process_workflow_actions at 0x7fe2e6962fb0>, <function attach_files_to_document at 0x7fe2f0f65010>, <function apply at 0x7fe2e6979430>, <function update_due_date at 0x7fe2e69794e0>, <function apply_permissions_for_non_standard_user_type at 0x7fe2ed46c1a0>, <function make_perm_log at 0x7fe2e6979900>, <function update_doc_index at 0x7fe2e69ae140>)
File “apps/frappe/frappe/model/document.py”, line 1178, in fn
return method_object(*args, *kwargs)
self = Communication (dp7nkba3uj)
args = ()
kwargs = {}
method_object = <bound method Communication.on_update of <Communication: doctype=Communication dp7nkba3uj>>
method = ‘on_update’
File “apps/frappe/frappe/core/doctype/communication/communication.py”, line 245, in on_update
update_comment_in_doc(self)
self = Communication (dp7nkba3uj)
File “apps/frappe/frappe/core/doctype/comment/comment.py”, line 152, in update_comment_in_doc
update_comments_in_parent(doc.reference_doctype, doc.reference_name, _comments)
doc = Communication (dp7nkba3uj)
get_truncated = <function update_comment_in_doc..get_truncated at 0x7fe2714214e0>
_comments = [{‘comment’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a vide…’, ‘by’: ‘minakshi.mohapatra@meckeys.com’, ‘name’: ‘dp7nkba3uj’}]
updated = False
File “apps/frappe/frappe/core/doctype/comment/comment.py”, line 193, in update_comments_in_parent
frappe.db.sql(
reference_doctype = ‘HD Ticket’
reference_name = 3284
_comments = [{‘comment’: ‘Hi Aishwary,Thank you for filling in the RMA formCould you please provide a vide…’, ‘by’: ‘minakshi.mohapatra@meckeys.com’, ‘name’: ‘dp7nkba3uj’}]
File “apps/frappe/frappe/database/database.py”, line 281, in sql
raise frappe.QueryTimeoutError(e) from e
self = frappe.database.mariadb.mysqlclient.MariaDBDatabase(after_commit=frappe.utils.CallbackManager(-), after_rollback=frappe.utils.CallbackManager(-), auto_commit_on_many_writes=0, before_commit=frappe.utils.CallbackManager(-), before_rollback=frappe.utils.CallbackManager(-), cur_db_name=‘_0d15f969bdb326c3’, db_type=‘mariadb’, host=‘10.3.5.51’, last_query='SELECT issingle FROM tabDocType WHERE name=‘HD Ticket’ ORDER BY creation DESC LIMIT 1 /FRAPPE_TRACE_ID: c79c5d55-7ecd-4c08-a4ea-ed0bb30add6d/', logger=<Logger database-meckeys-support.m.frappe.cloud (WARNING)>, password=‘ayijBqdGxhVnjCoV’, port=3306, socket=None, transaction_writes=4, type_map={‘Currency’: (‘decimal’, ‘21,9’), ‘I…port’: collections.defaultdict{(‘name’, ‘company’): [frappe.types.frappedict._dict{‘name’: ‘Support’, ‘company’: None}]}}, ‘User’: collections.defaultdict{‘minakshi.mohapatra@meckeys.com’: collections.defaultdict{(‘name’): [frappe.types.frappedict._dict{‘name’: ‘minakshi.mohapatra@meckeys.com’}]}}})
query = 'update tabHD Ticket set _comments=%s where name=%s / FRAPPE_TRACE_ID: c79c5d55-7ecd-4c08-a4ea-ed0bb30add6d */’
values = (‘[{“comment”: “Hi Aishwary,Thank you for filling in the RMA formCould you please provide a vide…”, “by”: “``minakshi.mohapatra@meckeys.com``”, “name”: “dp7nkba3uj”}]’, 3284)
as_dict = 0
as_list = 0
debug = False
ignore_ddl = 0
auto_commit = 0
update = None
explain = False
run = True
pluck = False
as_iterator = False
query_type = ‘update’
trace_id = ‘c79c5d55-7ecd-4c08-a4ea-ed0bb30add6d’
frappe.exceptions.QueryTimeoutError: (1205, ‘Lock wait timeout exceeded; try restarting transaction’)
Could you please help investigate this issue and advise on how it can be resolved?
Thank you.