Can't add a ticket problem

[dusanilic]

Hi all,

I am rather new in OTRS, and plan to implement it in my company, but can't figure out an error that prevents it from working in total,

Environment:

Server: Oracle Linux server 6.6
Database: Oracle DB 11g R2
OTRS v : 4.0.7

Problem reproduction:

Log in as a Customer;
Go to add new ticket;
Populate req fields;
Click Submit;

Error pops out:

otrs.JPG

So i check the part in Sysconfig and:

1. when i set

Code: Select all

Ticket::Frontend::CustomerTicketMessage###TicketType

to NO

and

Code: Select all

Ticket::Frontend::CustomerTicketMessage###TicketTypeDefault

to ON and ''default''

It gives that error.

2. when i set

Code: Select all

Ticket::Frontend::CustomerTicketMessage###TicketType

to NO

and

Code: Select all

Ticket::Frontend::CustomerTicketMessage###TicketTypeDefault

, to just OFF

It gives the same error.

3. when i set

Code: Select all

Ticket::Frontend::CustomerTicketMessage###TicketType

to YES

and

Code: Select all

Ticket::Frontend::CustomerTicketMessage###TicketTypeDefault

, to just OFF

The ticket is created without a problem and it works, but i really need it to be NO

When i look in to the logs for httpd server i get the following:

Code: Select all

[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111] ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Apr 14 12:11:46 2015, referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111] , referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111]  Message: Check SysConfig setting for CustomerTicketMessage::TicketTypeDefault., referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111] , referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111]  RemoteAddress: 192.168.51.111, referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111]  RequestURI: /otrs/customer.pl, referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111] , referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111]  Traceback (29512): , referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111]    Module: Kernel::Modules::CustomerTicketMessage::Run Line: 266, referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111]    Module: Kernel::System::Web::InterfaceCustomer::Run Line: 1198, referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111]    Module: /opt/otrs/bin/cgi-bin/customer.pl Line: 41, referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage
[Tue Apr 14 12:11:46 2015] [error] [client 192.168.51.111] , referer: http://fotrs.myserv.eu/otrs/customer.pl?Action=CustomerTicketMessage

I really hope to solve this, been trying for days, even did a complete reinstall of otrs and reconfiguration,

Thanks all in advance !

[EXG133]

If you do not wantcustomers to chose the type these are the required settings:

Ticket::Frontend::CustomerTicketMessage###TicketType "No"
Check the box of "Ticket::Frontend::CustomerTicketMessage###TicketTypeDefault" and fill in the relevant ticket type as defined in your Admin (http://fotrs.myserv.eu/otrs/index.pl?Action=AdminType). Make sure this type is valid!

[dusanilic]

Thanks EXG133 you sir literally saved me, didn't even look in that direction, it solved it...

Thanks again !