Re: [otrs] error creating ticket from POP3 account

Here is the output of PostMasterPOP3.pl C:\OTRS\otrs\bin>c:\OTRS\Perl\bin\perl.exe PostMasterPOP3.pl Message 1/1 (otrs@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 :

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 :

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Priorities are still listed under Admin-area->Priorities. I will post the output of the POP3Master.pl script.

Peter

2007/10/24, Torsten Thau :

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-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Peter Hoogkamer schrieb:

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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)

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