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: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] 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
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