Applies to: SmarterTicket 2.x

Problem:
                               

With MySQL, Email fails to be imported, and errors like the following get reported to the administrator or in the error logs:

=====================
[Date and Time]
Agent: N/A

FAILED TO GET MAIL FOR [Department Name]!!!
connected
authenticated
found XXX messages

opening a new ticket
assigning the ticket to group: General Support
UNHANDLED EXCEPTION:
Lost connection to MySQL server during query
=====================

Resolution:
 

Set the max_allowed_packet variable to 10MB in MySQL.

If mysqld receives a packet that is too large or out of order, it assumes that something has gone wrong with the client and closes the connection. If you need big queries (for example, if you are working with big email attachments), you can increase the query limit by setting the server's max_allowed_packet variable, which has a default value of 1MB. This needs to be about 10MB.

For instructions on how to set these sort of system variables, please view here:  http://dev.mysql.com/doc/refman/5.0/en/server-system-variables.html