Hello list,

I decide to do a test for each user to try to open a ticket on the customer interface and some user have already  the error message (Error: Can't get Article ID from INSERT) when he open a ticket.

After analyst my active directory I see the customer (AD User) who have the problem have in some field (Name and first name) an accent ( è or é),  so I replace this and I write the name with no é in my active directory, and that solved my problem,

I don’t know why, but it’s works.

Thanks everybody for your help, and I hopes my mail could help some OTRS user

Bets regards

Sébastien  Bory

De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory
Envoyé : lundi 13 septembre 2010 15:31
À : 'User questions and discussions about OTRS.'
Objet : Re: [otrs] Probleme with Customer interface

Thanks Leonardo,

I take a look on my priority at Ticket -> Frontend::Customer::Ticket::ViewNew,  but I not change anything,

So is not the problem

Sébastien  Bory

De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Leonardo Certuche
Envoyé : lundi 13 septembre 2010 13:22
À : User questions and discussions about OTRS.
Objet : Re: [otrs] Probleme with Customer interface

Hello,

It happened to me once when I changed the default values for priority and hide the priority field from the customer interface. You can set the right value for priority at Ticket -> Frontend::Customer::Ticket::ViewNew

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia

On 13 September 2010 02:52, Sebastien Bory <sb@groupenci.com> wrote:

Dear list

I have an error message when a customer want to open a new ticket witch the customer interface.

When he click to summit he have this page “Erreur: Can't get ArticleID from INSERT! “

and I have the same error in my apache log:

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9]  Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9]  Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9]    Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9]    Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9]    Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9]    Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl

[Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl.

So when I log to the agent interface the ticket is created, but I don’t have any mail to tell me there are a new ticket in this file.

It’s a mismatch about mail and postmaster Configuration?

Thanks for your response

Sebastien Bory

Cordialement

Sébastien  Bory
Administrateur réseaux
NCI-les centres d'affaires
Bienvenue chez vous - Just welcome !
59 Rue des Petits Champs 75001 Paris
Tel  33(0) 1 73 77 53 41
Fax  33(0) 1 73 77 55 56
Port: 33(0) 6 78 93 28 66
Mail :s.bory@groupenci.com
Web: www.groupenci.com

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