Software affected: SmarterTicket v2.x

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 Data in the email message is too big for MySQL to handle.

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.