[otrs] error creating ticket from POP3 account
Peter Hoogkamer
peter.hoogkamer at gmail.com
Thu Oct 25 17:12:51 GMT 2007
I think I have checked that but will look there to be sure. What's the
deal here?? I think the popmasterpop3 retrieves the email from the box
and get its information from the email for filling the entries of the
mysql database. There will be an insert query to insert the ticket
into the database, but somehow in between there will be no data given
for the priority field. Which would be a default of 3. But where does
OTRS gets it default values when creating a ticket from?? I think that
the error will be there somewhere. I am not a programmer so I am not
sure if it could be a bug or something.
Does somebody have tips for debugging this stuff??
Peter
2007/10/25, Andy Lubel <andy.lubel at gtsi.com>:
> You somehow removed the default priority/status of new tickets?
>
> I think this is in sysconfig:Ticket:Core or somewhere near :)
>
> -Andy
>
>
> On 10/25/07 10:52 AM, "Peter Hoogkamer" <peter.hoogkamer at gmail.com> wrote:
>
> > Hello,
> >
> > Does anyone have any idea about this??? Does this mean a complete reinstall??
> >
> > Peter
> >
> > 2007/10/24, Peter Hoogkamer <peter.hoogkamer at gmail.com>:
> >> Here is the output of PostMasterPOP3.pl
> >>
> >> C:\OTRS\otrs\bin>c:\OTRS\Perl\bin\perl.exe PostMasterPOP3.pl
> >>
> >> Message 1/1 (otrs at srvhkm.trend.nl)
> >>
> >> ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:19 2007
> >>
> >>
> >>
> >> Message: No PriorityID for 3 normal found!
> >>
> >>
> >>
> >> Traceback (5016):
> >>
> >> Module: Kernel::System::Priority::PriorityLookup (v1.9) Line: 280
> >>
> >> Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 387
> >>
> >> Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148
> >>
> >> Module: Kernel::System::PostMaster::Run (v1.65) Line: 324
> >>
> >> Module: main::FetchMail (v1.25) Line: 206
> >>
> >> Module: PostMasterPOP3.pl (v1.25) Line: 125
> >>
> >>
> >>
> >> DBD::mysql::db do failed: Column 'ticket_priority_id' cannot be null at
> >> C:/OTRS/
> >>
> >> otrs/Kernel/System/DB.pm line 387.
> >>
> >> ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:19 2007
> >>
> >>
> >>
> >> Message: Column 'ticket_priority_id' cannot be null, SQL: 'INSERT INTO
> >> ticket (
> >>
> >> tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id,
> >> respon
> >>
> >> sible_user_id, group_id, ticket_priority_id, ticket_state_id,
> >> ticket_answered,
> >>
> >> escalation_start_time, escalation_response_time, escalation_solution_time,
> >> timeo
> >>
> >> ut, service_id, sla_id, valid_id, create_time, create_by, change_time,
> >> change_b
> >>
> >> y) VALUES ('2007102410000011', 'test', 1193227159, 1, 2, 1, 1, 1, 1, NULL,
> >> 1,
> >>
> >> 0, 1193227159, 0, 0, 0, NULL, NULL, 1, current_timestamp, 1,
> >> current_timestam
> >>
> >> p, 1)'
> >>
> >>
> >>
> >> Traceback (5016):
> >>
> >> Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 447
> >>
> >> Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148
> >>
> >> Module: Kernel::System::PostMaster::Run (v1.65) Line: 324
> >>
> >> Module: main::FetchMail (v1.25) Line: 206
> >>
> >> Module: PostMasterPOP3.pl (v1.25) Line: 125
> >>
> >>
> >>
> >> ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:20 2007
> >>
> >>
> >>
> >> Message: create db record failed!!!
> >>
> >>
> >>
> >> Traceback (5016):
> >>
> >> Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 489
> >>
> >> Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148
> >>
> >> Module: Kernel::System::PostMaster::Run (v1.65) Line: 324
> >>
> >> Module: main::FetchMail (v1.25) Line: 206
> >>
> >> Module: PostMasterPOP3.pl (v1.25) Line: 125
> >>
> >>
> >>
> >> ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:20 2007
> >>
> >>
> >>
> >> Message: Can't process mail, see log sub system!
> >>
> >>
> >>
> >> Traceback (5016):
> >>
> >> Module: main::FetchMail (v1.25) Line: 209
> >>
> >> Module: PostMasterPOP3.pl (v1.25) Line: 125
> >>
> >>
> >>
> >>
> >>
> >> Connection to srvhkm.trend.nl closed.
> >>
> >> 2007/10/24, Peter Hoogkamer <peter.hoogkamer at gmail.com>:
> >>> Here is what the server 2003 eventlog tells me. An application error
> >>> with perl.exe
> >>> Faulting application perl.exe, version 5.8.8.819, faulting module
> >>> mysql.dll, version 0.0.0.0, fault address 0x000032b9.
> >>>
> >>>
> >>> Could that be the problem??
> >>>
> >>>
> >>> 2007/10/24, Peter Hoogkamer <peter.hoogkamer at gmail.com>:
> >>>> Priorities are still listed under Admin-area->Priorities.
> >>>> I will post the output of the POP3Master.pl script.
> >>>>
> >>>> Peter
> >>>>
> >>>> 2007/10/24, Torsten Thau <Torsten.Thau at cape-it.de>:
> >>>>> -----BEGIN PGP SIGNED MESSAGE-----
> >>>>> Hash: SHA1
> >>>>>
> >>>>> Peter Hoogkamer schrieb:
> >>>>>> Hello everybody,
> >>>>>>
> >>>>>> Since a few days I am not able to create a ticket from email picked up
> >>>>>> by the POP3 account. When I execute POP3Master.pl it says that it
> >>>>>> cannot handle a ticket priority of NULL and cannot create the entry in
> >>>>>> the database.
> >>>>>>
> >>>>>> I think the solution will be to set a default priority of 3 for
> >>>>>> tickets that are created from mail. But I cannot seem to find where to
> >>>>>> configure this.
> >>>>>
> >>>>> You can do this in a postmaster filter, but the actual problem is: where
> >>>>> did your "priority 3" go? Ist it still available in the admin-area under
> >>>>> priorities?
> >>>>>
> >>>>>
> >>>>> regards, Torsten Thau
> >>>>>
> >>>>> - --
> >>>>> Torsten Thau, Dipl. Inform.
> >>>>> c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
> >>>>> phone: +49 371 5347 623
> >>>>> cell: +49 176 66 680 680
> >>>>> personal pgp-key: 0x93E0A174
> >>>>> fax: +49 371 5347 625
> >>>>> http://www.cape-it.de
> >>>>> -----BEGIN PGP SIGNATURE-----
> >>>>> Version: GnuPG v1.4.6 (GNU/Linux)
> >>>>>
> >>>>> iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3
> >>>>> VASfChb5qjwVXCuvJnRLE0s=
> >>>>> =1q8P
> >>>>> -----END PGP SIGNATURE-----
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> >>>>>
> >>>>
> >>>
> >>
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>
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