email autofetch help

[juliom]

I set up email and I can see that OTRS is fetching the email properly within a 2min interval but it doesnt create a ticket.... any ideas?

[crythias]

The system Log should tell you (likely you changed the default priority).

[juliom]

how exactly does one change default priority? I know I made changes to make it single sign on but been trying to figure out what I did to cause it not to generate tickets. I will look into Log see if I can find anything

[juliom]

Below is the most recent log, couldn't figure out which one actually pointed to not creating a ticket. I sent a test ticket into system and after I noticed it fetched the email I pulled the following from the logs.

Code: Select all

[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:StateGetStatesByType::StateType::open!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Set] Set Key:0130-TicketOpen-10-1-2-Summary TTL:30!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Set] Set Key:0130-TicketOpen-10-1-2-All-List TTL:30!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:Lookup::2!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:StateGet::ID::4!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:QueueGetID::10!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:TicketFlagGet::21::2!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:QueueGetID::8!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:TicketFlagGet::18::2!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:QueueGetID::13!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:TicketFlagGet::16::2!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:http://otrs.org/product.xml-en-OTRS-3.0.9!
[Mon Aug  8 08:14:44 2011][Notice][Kernel::System::Cache::Get] Get cached Key:StateGetStatesByType::Type::Viewable!
[Mon Aug  8 08:14:45 2011][Debug][Kernel::System::Web::InterfaceAgent::DESTROY][900] Global handle stopped.
[Mon Aug  8 08:14:45 2011][Debug][Kernel::System::AuthSession::DB::_SyncToStorage][353] DB.pm->Do (2) SQL: 'UPDATE sessions SET  session_value = ? WHERE session_id = ?'

[crythias]

None of that log seems to represent ticket retrieval.

[juliom]

that was all that was there, these default priorities you mentioned; know how I can change them or what file they are located in? I checked my config.pm and it looks fine, don't see anything there where I could have made a change that affected it.

[renee]

The default priority is set in SysConfig at Ticket -> Core::PostMaster -> PostmasterDefaultPriority.

[juliom]

Yup! i changed priority name, I made it match with this section and it worked. You are the man! thanks