Can't get ArticleID from INSERT!
Hello. Our customer service department is using OTRS to handle help email from our application. Every now and then the PostMasterPOP3.pl throws this error: ERROR: OTRS-PM3-22 Perl: 5.8.0 OS: linux Time: Mon Mar 15 14:48:17 2004 Message: Can't get ArticleID from INSERT! Traceback (2229): Module: Kernel::System::Ticket::Article::CreateArticle (v1.49) Line: 133 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: main::FetchMail (v1.11) Line: 171 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 108 ERROR: OTRS-PM3-22 Perl: 5.8.0 OS: linux Time: Mon Mar 15 14:48:17 2004 Message: Can't process email with MessageID <<20040315194214.97877.qmail@web20211.mail.yahoo.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (2229): Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 234 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: main::FetchMail (v1.11) Line: 171 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 108 I haven't heard anything from CS about missing mail, but I'm wondering if these messages are indeed lost. This error worries me greatly. Any help would be very greatly appreciated. Stefan
On Monday, March 15, 2004 9:31 PM
Stefan Testa
Message: Can't get ArticleID from INSERT! Message: Can't process email with MessageID I haven't heard anything from CS about missing mail, but I'm wondering if these messages are indeed lost. This error worries me greatly.
You will never hear a thing from CS, as they wouldn't have recognized at all that they missed a thing. Those emails will most certainly have been lost before they ever got a chance to reach an agent.
Any help would be very greatly appreciated.
You do keep a backup before feeding anyhting into OTRS' PostMaster, don't you? No? So you don't keep a backup at SMTP time at least, do you? Well, then... difficult, to say it easy. If you do have a complete mail backup at hands it should be easy to strip out the (unique) message IDs and see if OTRS did miss one. This will make it easier to find the cause. Anyway, please file a bug report, providing the message remaining header and body intact, if possible. If none of the above applies, please try to reproduce the error in any way and tell us. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
Stefan wrote:
Message: Can't process email with MessageID <<20040315194214.97877.qmail@web20211.mail.yahoo.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/!
Hi. I'm pretty sure we've encountered the same problem. This was at the time when we were testing either 1.2CVS or 1.2.1. Now that we are using 1.2.2 the problem has vanished. So i guess it would be interesting to know the exact version of otrs you are using. Cheers Stefan Bedorf
participants (3)
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Robert Kehl -
Stefan Bedorf -
Stefan Testa