Re: [otrs] error creating ticket from POP3 account

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 :

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" wrote:

...

Hello,

Does anyone have any idea about this??? Does this mean a complete reinstall??

Peter

2007/10/24, Peter Hoogkamer :

...

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 :

...

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

Peter

2007/10/24, Torsten Thau :

...

-----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----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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