error creating ticket from POP3 account

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Peter Hoogkamer

24 Oct 2007 24 Oct '07

7:41 a.m.

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. I am using OTRS::ITSM 2.2.2 on Apache and Server 2003. Thanks, Peter

Show replies by date

Torsten Thau

24 Oct 24 Oct

9:48 a.m.

-----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-----

Peter Hoogkamer

11:52 a.m.

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/

Peter Hoogkamer

11:55 a.m.

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/

Peter Hoogkamer

12:01 p.m.

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/

Peter Hoogkamer

25 Oct 25 Oct

2:52 p.m.

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/

Andy Lubel

3:05 p.m.

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/

_______________________________________________ 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/

Peter Hoogkamer

3:12 p.m.

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)

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Torsten Thau

3:32 p.m.

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Peter Hoogkamer schrieb:

...

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

well, apparently the default priority is known, but there seems to be no corresponding entry in the DB.

...

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??

Can you access the database and let us know what the result of the following query is: SELECT id, name, valid_id FROM ticket_priority; 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) iD8DBQFHILcNvXo8m5PgoXQRAjviAJ9BoMdel0aXCR31S82HleYwEBUmKwCfQqtN wATv1E2UuftNClyk8UoaTaU= =Gso/ -----END PGP SIGNATURE-----

Peter Hoogkamer

26 Oct 26 Oct

10 a.m.

I will check this as soon as I am back at the head office agian. Can't reach my server from outside. Peter 2007/10/25, Torsten Thau :

...

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Peter Hoogkamer schrieb:

...
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

well, apparently the default priority is known, but there seems to be no corresponding entry in the DB.

...
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??

Can you access the database and let us know what the result of the following query is:

SELECT id, name, valid_id FROM ticket_priority;

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)

iD8DBQFHILcNvXo8m5PgoXQRAjviAJ9BoMdel0aXCR31S82HleYwEBUmKwCfQqtN wATv1E2UuftNClyk8UoaTaU= =Gso/ -----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/

Peter Hoogkamer

27 Oct 27 Oct

1:26 p.m.

Hi, I have run the SELECT query on database otrs and this is the result: mysql> SELECT id,name,valid_id FROM ticket_priority; +----+-------------+----------+ | id | name | valid_id | +----+-------------+----------+ | 1 | 1 heel laag | 1 | | 2 | 2 laag | 1 | | 3 | 3 normaal | 1 | | 4 | 4 hoog | 1 | | 5 | 5 heel hoog | 1 | +----+-------------+----------+ 5 rows in set (0.00 sec) mysql> 2007/10/26, Peter Hoogkamer :

...

I will check this as soon as I am back at the head office agian. Can't reach my server from outside.

Peter

2007/10/25, Torsten Thau :

...
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Peter Hoogkamer schrieb:

...
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

well, apparently the default priority is known, but there seems to be no corresponding entry in the DB.

...
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??

Can you access the database and let us know what the result of the following query is:

SELECT id, name, valid_id FROM ticket_priority;

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)

iD8DBQFHILcNvXo8m5PgoXQRAjviAJ9BoMdel0aXCR31S82HleYwEBUmKwCfQqtN wATv1E2UuftNClyk8UoaTaU= =Gso/ -----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/

Torsten Thau

2:10 p.m.

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hej Peter, Peter Hoogkamer schrieb:

...

Hi,

I have run the SELECT query on database otrs and this is the result:

mysql> SELECT id,name,valid_id FROM ticket_priority; +----+-------------+----------+ | id | name | valid_id | +----+-------------+----------+ | 1 | 1 heel laag | 1 | | 2 | 2 laag | 1 | | 3 | 3 normaal | 1 | | 4 | 4 hoog | 1 | | 5 | 5 heel hoog | 1 | +----+-------------+----------+ 5 rows in set (0.00 sec)

mysql>

...okay - here we go. Did you rename/translate the priorities directly in the data base? That's not really a good idea, since this is the reason why your postmaster can not find the default priority '3 normal'. So if you want your postmaster running again you should (1) set the normal priority names or (2) replace the default priority in your sysconfig, e.g. Ticket -> Core::PostMaster PostmasterDefaultPriority. BUT there are quite many entries which may contain default priority (just utilize the search function in the sys config), therefore most practical solution is (1) and let the translation be done by the language module. 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) iD8DBQFHI0bkvXo8m5PgoXQRAjIuAJ9kEPbRxZ3AK6rogirSxlemlqYCVgCfVv4T tx3Nzi1jo9xUJvm8qQnDIig= =vRwS -----END PGP SIGNATURE-----

Peter Hoogkamer

4:06 p.m.

No I did nog change these entry's directly into the database, but if I understand correctly the postmaster searches for "3 normal" while the database has "3 normaal" as entry. Then this is a difference in language and the postmaster does not recognize this as the same. I have installed ITSM on a existing OTRS installation. The OTRS installation is installed in Dutch, but I did notice that the ITSM installation is in English. Maybe this adjusted some things in the configuration and therefore the postmast could not find the correct entry anymore. I am going to check what I can do best. Change everything to Dutch or English. Thanks for the help. Peter 2007/10/27, Torsten Thau :

...

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Hej Peter,

Peter Hoogkamer schrieb:

...
Hi,

I have run the SELECT query on database otrs and this is the result:

mysql> SELECT id,name,valid_id FROM ticket_priority; +----+-------------+----------+ | id | name | valid_id | +----+-------------+----------+ | 1 | 1 heel laag | 1 | | 2 | 2 laag | 1 | | 3 | 3 normaal | 1 | | 4 | 4 hoog | 1 | | 5 | 5 heel hoog | 1 | +----+-------------+----------+ 5 rows in set (0.00 sec)

mysql>

...okay - here we go. Did you rename/translate the priorities directly in the data base? That's not really a good idea, since this is the reason why your postmaster can not find the default priority '3 normal'.

So if you want your postmaster running again you should (1) set the normal priority names or (2) replace the default priority in your sysconfig, e.g. Ticket -> Core::PostMaster PostmasterDefaultPriority. BUT there are quite many entries which may contain default priority (just utilize the search function in the sys config), therefore most practical solution is (1) and let the translation be done by the language module.

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)

iD8DBQFHI0bkvXo8m5PgoXQRAjIuAJ9kEPbRxZ3AK6rogirSxlemlqYCVgCfVv4T tx3Nzi1jo9xUJvm8qQnDIig= =vRwS -----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/

Sudhakar Pasupunuri

28 Oct 28 Oct

6:02 p.m.

New subject: Keep a copy of mail on the server

Hi, I am creating a ticket for each mail received on my POP3 account. These mails are getting deleted from my server. How can I keep a mail on the server for each of my POP3 account configured in OTRS. Best regards, Sudhakar __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

Steven Carr

6:12 p.m.

New subject: Keep a copy of mail on the server

Please read/search the archives of the mailing list. http://blog.gmane.org/gmane.comp.otrs.user Sudhakar Pasupunuri wrote:

...

Hi,

I am creating a ticket for each mail received on my POP3 account. These mails are getting deleted from my server.

How can I keep a mail on the server for each of my POP3 account configured in OTRS.

Best regards, Sudhakar

__________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

------------------------------------------------------------------------

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participants (5)

Andy Lubel
Peter Hoogkamer
Steven Carr
Sudhakar Pasupunuri
Torsten Thau