Não está claro para mim como resolver este problema.
Depois de atualizar de OTRS 3.1.12 para 3.2.11, o sistema começou a registrar mensagens de erro no SYSLOG:
Code: Select all
Oct 28 13:24:08 myserver OTRS-CGI-10[31652]: [Error][Kernel::Modules::AgentTicketAttachment::Run][Line:48]: FileID and ArticleID are needed!
Oct 28 13:24:57 myserver OTRS-CGI-10[30354]: [Error][Kernel::Modules::AgentTicketAttachment::Run][Line:48]: FileID and ArticleID are needed!
Oct 28 13:24:57 myserver OTRS-CGI-10[30354]: [Error][Kernel::Modules::AgentTicketAttachment::Run][Line:48]: FileID and ArticleID are needed!
Code: Select all
ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon Oct 28 16:23:55 2013
Message: FileID and ArticleID are needed!
RemoteAddress: 172.17.1.216
RequestURI: /otrs/index.pl?Action=AgentTicketAttachment;Subaction
Traceback (21755):
Module: Kernel::Modules::AgentTicketAttachment::Run (OTRS 3.2.11) Line: 48
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.11) Line: 863
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31
As permissões no sistema de arquivos foram concedidas executando o programa "otrs.SetPermissions.pl".
A saúde do banco de dados está OK.
Os e-mails são baixados pelo CRON a cada 10 minutos.
Informação sobre o sistema em produção:
OTRS:
Articles 57135
Articles per ticket (avg) 3.32
Agents 20
Attachment size (avg) 26.00 KB
Attachments per ticket (avg) 5.79
Tickets 17235
Customers with at least one ticket 1265
Groups 14
Install directory /opt/otrs
Months between first and last ticket 18.85
Operating system linux
Roles 0
Product OTRS 3.2.11
Tickets per month (avg) 914.56
Sistema:
Linux Debian 7, kernel 3.2.0-4, x86-64
Banco de dados: PostgreSQL 9.1
Webserver: Apache 2.2.22
Perl: 5.14.2
Módulos Perl:
o CGI..............................ok (v3.63)
o Crypt::PasswdMD5.................ok (v1.3)
o Crypt::SSLeay....................ok (v0.58)
o CSS::Minifier....................ok (v0.01)
o Date::Format.....................ok (v2.24)
o Date::Pcalc......................ok (v1.2)
o DBI..............................ok (v1.622)
o DBD::mysql.......................ok (v4.021)
o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.)
o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)
o DBD::Pg..........................ok (v2.19.2)
o Digest::MD5......................ok (v2.51)
o Digest::SHA::PurePerl............ok (v5.81)
o Digest::SHA......................ok (v5.61)
o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.)
o Encode::Locale...................ok (v1.03)
o GD...............................ok (v2.46)
o GD::Text.......................ok (v0.86)
o GD::Graph......................ok (v1.44)
o IO::Scalar.......................ok (v2.110)
o IO::Wrap.........................ok (v2.110)
o JavaScript::Minifier.............ok (v1.05)
o JSON.............................ok (v2.53)
o JSON::PP.......................ok (v2.27200)
o JSON::XS.......................ok (v2.32)
o Locale::Codes....................ok (v3.24)
o LWP::UserAgent...................ok (v6.04)
o Mail::Internet...................ok (v2.12)
o Mail::POP3Client.................ok (v1.2)
o IO::Socket::SSL................ok (v1.76)
o Mail::IMAPClient.................ok (v3.31)
o IO::Socket::SSL................ok (v1.76)
o MIME::Base64.....................ok (v3.13)
o MIME::Tools......................ok (v5.503)
o ModPerl::Util....................ok (v2.000007)
o Apache::DBI....................ok (v1.11)
o Apache2::Reload................ok (v0.12)
o Net::DNS.........................ok (v0.66)
o Net::POP3........................ok (v2.29)
o Net::IMAP::Simple................ok (v1.2034)
o IO::Socket::SSL................ok (v1.76)
o Net::SMTP........................ok (v2.31)
o Authen::SASL...................ok (v2.16)
o Net::SMTP::SSL.................ok (v1.01)
o Net::SMTP::TLS::ButMaintained..ok (v0.20)
o Net::LDAP........................ok (v0.44)
o Net::SSL.........................ok (v2.85)
o PDF::API2........................ok (v2.019)
o Compress::Zlib.................ok (v2.033)
o Storable.........................ok (v2.27)
o SOAP::Lite.......................ok (v0.715)
o version........................ok (v0.9902)
o Class::Inspector...............ok (v1.28)
o Text::CSV........................ok (v1.21)
o Text::CSV_PP...................ok (v1.29)
o Text::CSV_XS...................ok (v0.90)
o Time::HiRes......................ok (v1.9721_01)
o XML::Parser......................ok (v2.41)
o HTTP::Message....................ok (v6.06)
o HTTP::Headers..................ok (v6.05)
o URI..............................ok (v1.60)
o URI::Escape....................ok (v3.31)
o Scalar::Util.....................ok (v1.23)
o YAML::XS.........................ok (v0.38)
Necessito de apoio para corrigir este problema.
Desde já agradeço.