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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

DB Error #1062

Received an email from our osticket system today with the below (I have **** out the persons email address)

Any idea what could be the problem and/or what needs to be done to fix it?

[INSERT INTO ost_user_email SET address = '******']


Duplicate entry '*******' for key 'address'<br /> <br />

---- Backtrace ----<br />

#0 (root)/include/mysqli.php(132): osTicket->logDBError('DB Error #1062', '[INSERT INTO os...')<br />

#1 (root)/include/class.orm.php(181): db_query('INSERT INTO ost...')<br />

#2 (root)/include/class.orm.php(57): VerySimpleModel->save()<br />

#3 (root)/include/class.orm.php(214): VerySimpleModel->set('default_email', Object(UserEmail))<br />

#4 (root)/include/class.user.php(89): VerySimpleModel::create(Array)<br />

#5 (root)/include/class.ticket.php(2044): User::fromForm(Array)<br />

#6 (root)/include/class.mailfetch.php(548): Ticket->create(Array, Array, 'Email')<br />

#7 (root)/include/class.mailfetch.php(586): MailFetcher->createTicket(6792)<br />

#8 (root)/include/class.mailfetch.php(659): MailFetcher->fetchEmails()<br />

#9 (root)/include/class.cron.php(23): MailFetcher::run()<br />

#10 (root)/scp/autocron.php(42): Cron::MailFetcher()<br />

#11 {main}


  • You have not given us enough information to actually assist you.  Please help us to help you by reading and following the posting guidelines in this thread: Please read before requesting assistance.
  • Hi Ntozier

    here's the info.  Also, we are using SMTP/POP for mail

    The above shows this in the error log, and when I rollver it I get the details I wrote above
     DB Error #1062Error Mon, Feb 17 2014 5:10pm24.36.97.128

  • About this osTicket Installation

    Server Information
    osTicket Versionv1.8.0.2
    Server SoftwareApache
    PHP Version5.3.27
    MySQL Version5.1.67
    PHP Extensions
    gdlibUsed for image manipulation and PDF printing
    imapUsed for email fetching
    xmlUsed for HTML email processing and XML API
    jsonImproves performance creating and processing JSON
    gettextImproves performance for non US-English configurations
    mbstringHighly recommended for non western european language content
    Database Usage
    Database Space Used26.25 MiB
    Database Space for Attachments22.06 MiB
  • Now that you have provided us with additional information I've asked the devs to take a look at this thread.  It sounds to me like the email is triggering the creation of a new user, but that user already exists.
  • Was the cause of this ever determined? I also received the same error message. I can say definitively that the user did not exist in the database prior to the email being sent. 

    Server Information
    osTicket Versionv1.8.0.2
    Server SoftwareApache/2.2.25
    PHP Version5.3.27
    MySQL Version5.5.29

    Our system logs also had the following (I used ****** for the user's actual email address): 

    Mailer Error

    Unable to email via [] Validation failed for: ******

    Log Date: Mon, Mar 10 2014 10:50am IP Address:
  • I'm not aware of any forward progress on this, but will say that both of you should upgrade to 1.8.1 as there were changes in emails between and 1.8.1.
  • Hello, has the issue been investigated? Currently, I have 1.9.12 and i I've received that notification few times now since November, the 10th. It's happening for various email addresses.

    Any advice?
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