Error creating tickets

Ticket could not be created due to an internal error

[Thu Jun 21 21:09:47 2012] [error]: Couldn’t create a ticket group of type ‘Requestor’ for ticket 879: Could not create group (/opt/rt4/sbi$
[Thu Jun 21 21:09:47 2012] [crit]: Couldn’t create ticket groups for ticket 879. aborting Ticket creation. (/opt/rt4/sbin/…/lib/RT/Ticket.$
[Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt4/share/html/Elements/Error:82)
[Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down
[Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 configured $On Jun 21, 2012, at 5:01 PM, Borngunners borngunners@aol.com wrote:

Ticket could not be created due to an internal error

Below is my configuration settings:

THE BASICS:

Set($rtname, ‘University admin Center’);
Set($Organization, ‘ticket’);
Set($CorrespondAddress , ‘helpdesk@ticket.co.it’);
Set($CommentAddress , ‘helpdesk@ticket.co.it’);
Set($Timezone , ‘US/Eastern’); # obviously choose what suits you
Set($MinimumPasswordLength, “8”);
#Set(@plugins, qw(RT::FM));
#Set(@Plugins, ‘RT::FM’, ‘RT::IR’);

Set(@ActiveStatus, qw(new open hold resolved));

THE DATABASE:

Set($DatabaseType, ‘mysql’); # e.g. Pg or mysql

These are the settings we used above when creating the RT database,

you MUST set these to what you chose in the section above.

Set($DatabaseUser , ‘rtuser’);
Set($DatabasePassword , ‘wibble’);
Set($DatabaseName , ‘rt4’); # Ensure this is set to rt4!
Set($DatabaseRTHost, ‘localhost’);

THE WEBSERVER:

Set($WebPath , “”);
Set($WebBaseURL , “http://helpdesks.ticket.co.it”);

#THE EMAIL SERVER

Set($SendmailPath , “/usr/sbin/sendmail”);
Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
Set($UseFriendlyFromLine, 1);
Set($FriendlyFromLineFormat, “”%s via RT" <%s>");
Set($TruncateLongAttachments, undef);
Set($MaxAttachmentSize , 10000000);
Set($EmailCompletionUnprivileged,“privileged”);
Set($RTAddressRegexp , ‘helpdesk@ticket.co.it$’);
Set($FriendlyFromLineFormat, ““s” <%s>”);

#THE LDAP SERVER
Set(@Plugins, qw(RT::Authen::ExternalAuth));

Following is LDAP authorization block

Set($ExternalAuthPriority, [ ‘My_LDAP’ ] );
Set($ExternalInfoPriority, [ ‘My_LDAP’ ] );
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalSettings, {
‘My_LDAP’ => {
‘type’ => ‘ldap’,
‘server’ => ‘ticket.co.it’,
‘user’ => ‘admin@ticket.co.it’,
‘pass’ => ‘5aH3t!40’,
‘base’ => ‘DC=ticket,DC=co,DC=it’,
‘filter’ => ‘(ObjectClass=*)’,

‘d_filter’ => ‘(userAccountControl:1.2.840.113556.1.4.803:=2)’,

                 'tls'                   =>  0,

‘ssl_version’ => 3,

                 'net_ldap_args'         => [    version =>  3           ],

‘group’ => ‘cn=RT Users,ou=Services,dc=internal,dc=local’,

‘group_attr’ => ‘member’,

                 'attr_match_list'       => [   'Name', 'EmailAddress'   ],
                 'attr_map'              => {   'Name' => 'sAMAccountName',
                                                'EmailAddress' => 'mail',
                                                'Organization' => 'physicalDeliveryOfficeName',
                                                'RealName' => 'cn',
                                                'ExternalAuthId' => 'sAMAccountName',
                                                'Gecos' => 'sAMAccountName',
                                                'WorkPhone' => 'telephoneNumber',
                                                'Address1' => 'streetAddress',
                                                'City' => 'l',
                                                'State' => 'st',
                                                'Zip' => 'postalCode',
                                                'Country' => 'co'

                                            }

                                            }

                        }

);
1;

Thanks

AlhajiOn Jun 22, 2012, at 6:55 AM, Al Kay borngunners@aol.com wrote:

[Thu Jun 21 21:09:47 2012] [error]: Couldn’t create a ticket group of type ‘Requestor’ for ticket 879: Could not create group (/opt/rt4/sbi$
[Thu Jun 21 21:09:47 2012] [crit]: Couldn’t create ticket groups for ticket 879. aborting Ticket creation. (/opt/rt4/sbin/…/lib/RT/Ticket.$
[Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt4/share/html/Elements/Error:82)
[Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down
[Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu) PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 configured $

On Jun 21, 2012, at 5:01 PM, Borngunners borngunners@aol.com wrote:

Ticket could not be created due to an internal error

[Thu Jun 21 21:09:47 2012] [error]: Couldn’t create a ticket group of type ‘Requestor’ for
ticket 879: Could not create group (/opt/rt4/sbi$
[Thu Jun 21 21:09:47 2012] [crit]: Couldn’t create ticket groups for ticket 879. aborting
Ticket creation. (/opt/rt4/sbin/…/lib/RT/Ticket.$

That points to serious database issues. Does your database user have
proper permissions, is the database logging anything?

-kevin

I backed and restored the database of my old rt system version 3.8 and installed rt on another server since my old server is almost about to die. I am in the process of testing my new server and I am getting this error message

[Thu Jun 21 21:09:47 2012] [error]: Couldn’t create a ticket group of
type ‘Requestor’ for ticket 879: Could not create group (/opt/rt4/sbi$
[Thu Jun 21 21:09:47 2012] [crit]: Couldn’t create ticket groups for
ticket 879. aborting Ticket creation.
(/opt/rt4/sbin/…/lib/RT/Ticket.$
[Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created
due to an internal error (/opt/rt4/share/html/Elements/Error:82)
[Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down
[Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu)
PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2
configured $

Those log lines are truncated and out of order, so it is hard to trust
that they are accurate and meaningful or to discern much meaning from
them.

However, the most likely cause of a problem like this is database
misconfiguration. Are you sure that your $DatabaseUser and
$DatabasePassword settings are correct? Can you access the database
using the mysql command-line client?

I can access the database using the mysql command line… The database was dumped from a previous RT database with 3.8 version and restored to a newly created RT database with 4.02 version on a different machine… Everything else looks like okay except creating tickets…-----Original Message-----
From: Bill Cole rtusers-20090205@billmail.scconsult.com
To: RT-Users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Fri, Jun 22, 2012 4:51 pm
Subject: Re: [rt-users] Error creating tickets

On 22 Jun 2012, at 6:55, Al Kay wrote:

[Thu Jun 21 21:09:47 2012] [error]: Couldn’t create a ticket group of
type ‘Requestor’ for ticket 879: Could not create group (/opt/rt4/sbi$
[Thu Jun 21 21:09:47 2012] [crit]: Couldn’t create ticket groups for
ticket 879. aborting Ticket creation.
(/opt/rt4/sbin/…/lib/RT/Ticket.$
[Thu Jun 21 21:09:47 2012] [error]: WebRT: Ticket could not be created
due to an internal error (/opt/rt4/share/html/Elements/Error:82)
[Thu Jun 21 17:13:12 2012] [notice] caught SIGTERM, shutting down
[Thu Jun 21 17:13:09 2012] [notice] Apache/2.2.22 (Ubuntu)
PHP/5.3.10-1ubuntu3.2 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2
configured $

Those log lines are truncated and out of order, so it is hard to trust
that they are accurate and meaningful or to discern much meaning from
them.

However, the most likely cause of a problem like this is database
misconfiguration. Are you sure that your $DatabaseUser and
$DatabasePassword settings are correct? Can you access the database
using the mysql command-line client?

I can access the database using the mysql command line… The database
was dumped from a previous RT database with 3.8 version and restored
to a newly created RT database with 4.02 version on a different
machine… Everything else looks like okay except creating tickets…

That leaves doing the database conversion from 3.8.x to 4.x as the most
likely reason for a problem. Did you run “make upgrade” AND “make
upgrade-database” with the database running?

thanks. Now I can create tickets…

@borngunners Hello
How did you solve the issue to be able to create tickets.

Thanks,