Message: Can't process email with MessageID xyz
Hello all, we are testing OTRS to process incoming mail for one of our teams. So far it went fine, but over the weekend something broke somehow :-( Incoming e-mails get lost, no new ticket is generated; creating tickets from the web interface works, though. I have pasted the (hopefully) important part of ~otr/var/log/procmail-2004-07.log below, maybe someone can help me out here? Please understand that I am not very experienced with OTRS (yet?); I also searched the mailing list archives, but all I found that looked similar did have to do with updating OTRS and/or the database ... and I'm pretty sure I didn't update OTRS :-/ I noticed that in the SQL statement stated in the error message the value for ticket_priority_id is missing, but I don't know how to interpret that. Thanks in advance, Joerg ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: No TypeID for 3 normal found! Traceback (1449): Module: Kernel::System::Ticket::Priority::PriorityLookup (v1.12) Line: 60 Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 247 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket.pm line 266. DBD::mysql::db do failed: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at lin at /opt/otrs/Kernel/System/DB.pm line 340. ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at lin, SQL: 'INSERT INTO ticket (tn, create_time_unix, queue_id, ticket_lock_id, user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, valid_id, create_time, create_by, change_time, change_by) VALUES ('2004071217000177', 1089632838, 5, 1, 1, 1, , 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' Traceback (1449): Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 274 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: create db record failed!!! Traceback (1449): Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 300 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: Need TicketID! Traceback (1449): Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 41 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: Need TicketID! Traceback (1449): Module: Kernel::System::Ticket::State::SetState (v1.17) Line: 47 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 229 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: Can't process email with MessageID <<03B66B8A1EC022478B095167220DF98B0AD74D@lenker.wincor-nixdorf.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (1449): Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 234 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 procmail: [1442] Mon Jul 12 13:47:18 2004 procmail: Assigning "LASTFOLDER=/opt/otrs/bin/PostMaster.pl" procmail: Unlocking ".lock"
From Joerg.Reuter.ext@wincor-nixdorf.com Mon Jul 12 13:47:16 2004 Subject: jaja Folder: /opt/otrs/bin/PostMaster.pl 1220 procmail: Notified comsat: "otrs@:/opt/otrs/bin/PostMaster.pl"
Hi Joerg, On Mon, Jul 12, 2004 at 02:11:03PM +0200, _ext Reuter, Joerg (Werkstudent ASW 6 ) wrote:
we are testing OTRS to process incoming mail for one of our teams. So far it went fine, but over the weekend something broke somehow :-( Incoming e-mails get lost, no new ticket is generated; creating tickets from the web interface works, though. I have pasted the (hopefully) important part of ~otr/var/log/procmail-2004-07.log below, maybe someone can help me out here? Please understand that I am not very experienced with OTRS (yet?); I also searched the mailing list archives, but all I found that looked similar did have to do with updating OTRS and/or the database ... and I'm pretty sure I didn't update OTRS :-/ I noticed that in the SQL statement stated in the error message the value for ticket_priority_id is missing, but I don't know how to interpret that.
Thanks in advance, Joerg
ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004
Message: No TypeID for 3 normal found!
That sounds easy. It looks like you change the priority names in ticket_priority? It it is so, you also need to tell OTRS what the new default priority is: [Kernel/Config.pm] # PostmasterDefaultPriority # (The default priority of new tickets.) [default: '3 normal'] $Self->{PostmasterDefaultPriority} = 'some new name'; [...] See also: http://doc.otrs.org/1.2/en/html/priority.html Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (2)
-
_ext Reuter, Joerg (Werkstudent ASW 6 ) -
Martin Edenhofer