Error: Need TicketID!

[scorpioncf]

Hello,

I made a new installation of OTRS on server 2003 SP2. I was able to added the package GeneralCatalog but not ITSM 2.0.3 because I have the error message :

Erreur: MySQL server has gone away, SQL: 'INSERT INTO web_upload_cache (form_[..]
ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Aug 5 11:43:19 2010

Message: MySQL server has gone away, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)'

Traceback (3532):
Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20.2.1) Line: 96
Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153
Module: Kernel::Modules::AdminPackageManager::Run (v1.81.2.1) Line: 968
Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48

and the log :

[Thu Aug 5 11:43:19 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][96] MySQL server has gone away, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)'

I didn't go farther on the packages installation.

I continued by modifying and by completing State, Type, Prioritie and File (that I put on a group). I have create the customers and the users in groups and during a test of creation of a ticket with a customer, I have the following error message:

Erreur: Need TicketID!
ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Aug 5 11:53:31 2010

Message: Need TicketID!

Traceback (1680):
Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 112
Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371
Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852
Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48

And the following log:

[Thu Aug 5 11:53:31 2010][Error][Kernel::System::State::StateGet][222] State 'new' not found!
[Thu Aug 5 11:53:31 2010][Error][Kernel::System::Ticket::TicketCreate][374] No StateID for 'new'!
[Thu Aug 5 11:53:31 2010][Error][Kernel::System::Ticket::Article::ArticleCreate][112] Need TicketID!


I made a research in the Configsys with keywords " StateGet, StateID and I found nothing. For TicketCreate and ArticleCreate, there is nothing significant, a priori.

Here is a part of the configsys for tickets:

Ticket::Frontend::AgentTicketPhone->StateDefault = open
Ticket::Frontend::AgentTicketEmail->StateDefault = open
Ticket::Frontend::AgentTicketClose->StateDefault = closed successful
Ticket::Frontend::AgentTicketOwner->StateDefault = open
Ticket::Frontend::AgentTicketPending->StateDefault = pending reminder
Ticket::Frontend::AgentTicketPriority->StateDefault = open
Ticket::Frontend::AgentTicketResponsible->StateDefault = open
Ticket::Frontend::AgentTicketBounce->StateDefault = closed successful
Ticket::Frontend::AgentTicketCompose->StateDefault = open
Ticket::Frontend::AgentTicketForward->StateDefault = closed successful
Ticket::Frontend::CustomerTicketMessage->StateDefault = new
Ticket::Frontend::CustomerTicketZoom->StateDefault = open
Ticket::NumberGenerator->StateDefault = DateChecksum
Ticket::NumberGenerator::CheckSystemID->StateDefault =Yes
Ticket::Type: Yes

PostmasterDefaultState:
Default state of new tickets->StateDefault = new

PostmasterFollowUpState:
The state if a ticket got a follow-up->StateDefault =open

Thank you for all the assistant that you can bring me.

OTRS 2.4.7 french version for Windows install (on Windows Server 2003 SP2).

Best regards,
Cédric F.

[crythias]

Please check if MySQL service is running. And if you've actually changed the spelling of the state/Status named "new".

[scorpioncf]

The MYSQL service was started but in manual worker. I put it in automatic then I restarted the services by verifying them. Both even error messages reproduce.

Then for the State, I translated everything into French ("new" in "nouveau") for the users comfort. I put back it in English and I was able to create a new ticket. Do I have to put back all the State in English? In that case, I shall leave the translation in French only in comments.

I don't have more than the problem of the packages installation.

Best regards,
Cédric.