OTRS Error in Layout.pm

[Yarik]

Apach Error log:

[Mon Jul 23 12:34:45 2012] -e: Use of uninitialized value in sprintf at C:/OTRS/OTRS//Kernel/Output/HTML/Layout.pm line 3402.
[Mon Jul 23 12:34:45 2012] -e: Use of uninitialized value in sprintf at C:/OTRS/OTRS//Kernel/Output/HTML/Layout.pm line 3408.

# set prio of item
3402 my $Key = sprintf( "%07d", $Item->{Prio} );
for ( 1 .. 51 ) {
last if !$NavBarModule{$Key};

$Item->{Prio}++;
}
3408 $NavBarModule{ sprintf( "%07d", $Item->{Prio} ) } = $Item;
}

what to do /where to look?

[crythias]

$Item->{Prio} is undefined/uninitialized
Chances are, you're using a module that has that value blank or undefined. It's a bit tough to diagnose on its own, because it's a *missing* or blank field.
Search for Prio in sysconfig and optionally any modules you've installed or enabled in ModuleRegistration

[Yarik]

Error occures when Customer clicks on New Ticket button and chooses priority, then after ticket was sent it occures when Agen chooses "view ticket"...Only one change that I have made: in CustomerTicketMessage.dtl I've added next lines:

<!-- dtl:js_on_document_complete -->
<script type="text/javascript">
Core.Customer.InitFocus();
switch ($('#Dest').val() ) {
case "1\|\|Postmaster":
document.compose.RichText.value = "some text";
break;
case "3\|\|Queue1":
document.compose.RichText.value = "some text";
break;
case "4\|\|Queue2":
document.compose.RichText.value = "some text";
break;
case "5\|\|Queue3":
document.compose.RichText.value = "some text";
break;
case "6\|\|Queue4":
document.compose.RichText.value = "some text";
break;
case "7\|\|Queue5":
document.compose.RichText.value = "some text";
break;
case "8\|\|Queue6":
document.compose.RichText.value = "some text";
break;
case "9\|\|Queue7":
document.compose.RichText.value = "some text";
break;
case "10\|\|Queue8":
document.compose.RichText.value = "";
break;
default:
document.compose.RichText.value ="";
}
</script>
<!-- dtl:js_on_document_complete -->

P.S. the funny thing is that system works correctly (all tickets and Queues), but sometimes when Customer sends ticket, OTRS system just "lay down" but Agent still can view new ticket (in spite of system error).

[crythias]

Did you relabel the priorities and didn't change the PostMaster default priority in Sysconfig?

[Yarik]

No, I didn't change anything in Postmaster, oh Yes I did change postmaster defaul queue to Postmaster (raw was default).
This error occures during Customer loggining and all the time during Customer's activity ( but whole systemstill work's fine until Cusomer changes the priority to higher than normal in that case error ocures on Agen side too) I didn't rearange priorities in Postmaster - 3 normal (by default)

[Yarik]

Hello again. I've solved my problem with Layout.pm, but still I have prolem with "system down" when customer selects different priority ( default "normal" - works fine).

[crythias]

what does the log say?

[Yarik]

Oh I'm realy sorry I forgot I've solved all my problems . The problem was with gmail.com I've used some tricks now It's all working great!!!!

[Yarik]

Feel free to ask me any questions about this crashes