RE: [otrs] Ticket Status "Removed"

26 Feb 2004

      I am getting the same problem after upgrading to otrs 1.2.1 and I did follow the backup procedure:    
MySQL:
      cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u
root otrs
...
From the system log:
Thu Feb 26 17:00:03 2004 error OTRS-PM3-10 Can't process email with MessageID <>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! 

Thu Feb 26 17:00:03 2004 error OTRS-PM3-10 Can't get ArticleID from INSERT!

Regards,

Thau.

-----Original Message-----
From: Robert Kehl [mailto:robert.kehl@otrs.de] 
Sent: Tuesday, 24 February 2004 8:33 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket Status "Removed"

On Tuesday, February 24, 2004 9:46 AM
Bianchi, Giordano  wrote:
...
This is my GenericAgent.pm. All it SHOULD be doing is delete the
tickets that I move in the queue "delete". Am I doing anything wrong?
No, your GA looks like it should.

The state 'removed' gets assigned to a new ticket when the system
couldn't insert the offending article into the database. You should then
have an additional entry in your syslog (or log file, depends on your
settings in Config.pm). It looks like this:

  "Can't process email with MessageID xyz!
   Please create a bug report with this email (var/spool/) on
http://bugs.otrs.org/!"

I'd encourage you to file such a bug report, but beforehand I'd like you
to rethink wether you followed the UPGRADING guide thoroughly. I can
think of you having forgotten the DB updates, can this be?

If you didn't, forget about the bug report and do this (from UPGRADING):
*) Update the database changes with:
    MySQL:
      cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u
root otrs
    PostgreSQL:
      cat $OTRS_HOME/scripts/DBUpdate-to-1.2.postgresql.sql | psql otrs

   (Don't worry about the error messages, you can update all previous
version
   with this script and in the most cases your database has already the
most changes!)

hth,

Robert Kehl

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
         http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
...
-----Messaggio originale-----
Da: Robert Kehl [mailto:robert.kehl@otrs.de]
Inviato: lunedì 23 febbraio 2004 20.05
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] Ticket Status "Removed"
On Friday, February 20, 2004 11:59 AM
Bianchi, Giordano  wrote:
...
Since I've upgraded to OTRS 1.2.1, i've been getting reports of
tickets being "removed" by the system automatically. I've looked at
the history of one of these tickets and it seems that the root
account changed the status of the ticket without any user
intervention.
Did you change the ticket states in any way? Do you have an jobs
running in GenericAgent performing the above?
Regards,
Robert Kehl
--
Manchmal spreche ich zuviel.
Lothar Matthäus

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RE: [otrs] Ticket Status "Removed"

Thau Thai