Martin, I'm sure you are correct. What I was attempting to do was to set the configuration so that tickets are not re-opened when a follow up is sent after a ticket is closed. We get a lot of "thank you" notes after we send the resolution and it is somewhat of a time waster to have to close the tickets again. I added the following line to Config.pm: $Self->{PostmasterFollowUpState} = 'close'; Should I instead set the value to one of the valid states from the table below? mysql> select id,name,comment,valid_id from ticket_state; +----+---------------------+------------------------------------------+----------+ | id | name | comment | valid_id | +----+---------------------+------------------------------------------+----------+ | 1 | new | ticket is new | 1 | | 2 | closed successful | ticket is closed successful | 1 | | 3 | closed unsuccessful | ticket is closed unsuccessful | 1 | | 4 | open | ticket is open | 1 | | 5 | removed | customer removed ticket (can reactivate) | 1 | | 6 | pending reminder | ticket is pending for agent reminder | 1 | | 7 | pending auto close+ | ticket is pending for automatic close | 1 | | 8 | pending auto close- | ticket is pending for automatic close | 1 | +----+---------------------+------------------------------------------+----------+ Maybe like - $Self->{PostmasterFollowUpState} = 'closed successful'; ? Thanks, Mike -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Thursday, December 18, 2003 3:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] StateID errors Hi Mike, On Wed, Dec 17, 2003 at 02:08:43PM -0500, Seigafuse, Mike wrote:
I am seeing these messages in the log files periodically:
ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 09:30:03 2003
Message: No StateID for close found!
Traceback (10186): Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 [...] It is obviously not happening on all tickets and from looking through the tickets and logs it appears to be related to follow-up emails. I ran a query to see if all the tickets have valid state IDs and they do. I am running on RedHat 7.3, Apache 1.3.23, mysql 3.23.41 and OTRS V1.1.3 installed from RPM.
Let me know if I can provide any config files or other information. If you have any ideas please let me know.
It looks like you configured somewhere an non existing ticket state named 'close'. If I read it correctly you changed the config option PostmasterFollowUpState from 'open' to 'close'. Please check it.
Thanks, Mike
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/