Applies to: SmarterTicket 2.x

Problem:

The error logs in SmarterTicket show the error similar to the one below multiple times when using MySQL:

FAILED TO GET MAIL FOR [Department Name]!!!
connected
authenticated
found X message
opening a new ticket
UNHANDLED EXCEPTION:
Got a packet bigger than 'max_allowed_packet'

The cause of this error is the data in the email message is too big for MySQL to handle.

Resolution:

In order to resolve this issue, there are two things you can do:

1. Log into SmarterTicket as the Sysadmin, go to Settings, General Settings and change "raw content size limit" to under 100 kb.
2. Change Max Packet Size to a larger value in MySQL.  For more information on how to do this, see this article: http://dev.mysql.com/doc/refman/4.1/en/packet-too-large.html.  We recommend a value of 20 MB.