Unable to create new tickets after upgrade 3.0.8 to 3.1.15

[lukasz0617]

Hello all,

I have recently upgraded my OTRS from version 3.0.8 to 3.1.15. The OTRS that I'm using is built on Centos 5.5 and using MySQL 5.0.77 and Perl v5.8.8.
I need some help in diagnosing why I can't create new tickets by selecting "New email ticket" or "New phone ticket". Tickets can be created by sending an email message to one of the postmaster accounts. Then the ticket is created fine. I can also update and manage tickets once they are created. When i try to create a new ticket from the web interface however tickets are not being created at all. I did check the system log but nothing is being logged for that action. I did try to login with root account and create ticket and it still doesn't work. I'm a bit stuck and don't know where to look for the clues.

I would appreciate any help.

Kind Regards

Lukasz

[crythias]

When i try to create a new ticket from the web interface however tickets are not being created at all

What do the logs say?

[lukasz0617]

Hello crythias,

Thank you for reply. No events are recorded when I try to create ticket via web interface. When a ticket it created by incoming email events are logged as normal.

Recent Log Entries
TIME PRIORITY FACILITY MESSAGE
Wed May 15 10:35:24 2013 notice OTRS-CGI-10 User: lukasz authentication ok (REMOTE_ADDR: 94.175.29.6).
Wed May 15 10:00:09 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 POP3S: Fetched 1 email(s) from sales/172.16.59.4.
Wed May 15 10:00:09 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'd***n.pr@u****ks.co.uk'.
Wed May 15 10:00:08 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'd***e.jo**@u****ks.co.uk'.
Wed May 15 10:00:06 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'lukasz.w****@u****ks.co.uk'.
Wed May 15 10:00:04 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 New Ticket [108500859785/Confirmation of] created (TicketID=4412,Queue=Sales,Priority=3 normal,State=new)

Are there any other logs I should be looking into? Can you please point me in the right direction so that I can do more diagnostics.

Kind Regards

Lukasz

[lukasz0617]

Hi,

I still can't find a solution for this problem. Can anyone help please.

Lukasz

[crythias]

Your log says the ticket was created.

[lukasz0617]

The fragment of the log that I attached is just to show you that events are being logged when tickets from emails are created. When I try to create ticket via web interface nothing is logged.

Lukasz

[crythias]

There's nothing upon which a forum person could base a response. "Nothing is logged" is pretty hard to diagnose.

When i try to create a new ticket from the web interface however tickets are not being created at all. I did check the system log but nothing is being logged for that action. I did try to login with root account and create ticket and it still doesn't work. I'm a bit stuck and don't know where to look for the clues.

Is there anything indicating failure in apache logs? http errors?

Did you follow all the instructions? DeleteCache? Rebuild Config?