500 Internal Server Error At CI Creation

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CesarRomario
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Real Name: Cesar Romario Delgado Gonzalez
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500 Internal Server Error At CI Creation

Postby CesarRomario » 19 Oct 2017, 18:48

Hi evryone.

I´m using de CMDB en OTRS 5.0.22.

The problem is: when I create a Config item I get the error: 500 Internal Server Error, but if I check the overview of the CI´s the Ci is correctly uploaded.

This is the same if I use the import funtion, but only 1 CI is uploaded by time, I mean, if I have a file with 5 CI´s, i have to reload the error page 5 times, until all the file is uploaded.

Someone can help me with this?, I need to use Import funtion and reload the page everytime I need it, obviously is not an option.

Thank You.

root
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Re: 500 Internal Server Error At CI Creation

Postby root » 19 Oct 2017, 20:56

Hi,

There will be an entry created in the error_log of your web server, and also the OTRS log. Any detail would help.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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CesarRomario
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Joined: 12 Aug 2016, 17:08
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Real Name: Cesar Romario Delgado Gonzalez
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Location: Aguascalientes, México

Re: 500 Internal Server Error At CI Creation

Postby CesarRomario » 19 Oct 2017, 21:31

I found this on server:

These logs were created when i tried to use import.
Oct 18 10:46:25 VBPDCDBSOT01 OTRS-CGI-08[1407]: [Error][Kernel::System::ITSMConfigItem::XML::Type::GeneralCatalog::ImportValuePrepare][Line:243]: General catalog looku$
Oct 18 10:46:25 VBPDCDBSOT01 OTRS-CGI-08[1407]: [Error][Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::ImportDataSave][Line:1054]: Can't import entity 1:$
Oct 18 10:46:25 VBPDCDBSOT01 OTRS-CGI-08[1407]: [Error][Kernel::System::ITSMConfigItem::XML::Type::GeneralCatalog::ImportValuePrepare][Line:243]: General catalog looku$
Oct 18 10:46:25 VBPDCDBSOT01 OTRS-CGI-08[1407]: [Error][Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::ImportDataSave][Line:1054]: Can't import entity 2:$
Oct 18 10:46:25 VBPDCDBSOT01 OTRS-CGI-08[1407]: [Error][Kernel::System::ITSMConfigItem::XML::Type::GeneralCatalog::ImportValuePrepare][Line:243]: General catalog looku$
Oct 18 10:46:25 VBPDCDBSOT01 OTRS-CGI-08[1407]: [Error][Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::ImportDataSave][Line:1054]: Can't import entity 3:$




Also these Logs appear sometimes

Oct 18 10:55:17 VBPDCDBSOT01 journal: OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-08[28611]: [Error][Kernel::System::FetchM$
Oct 18 10:55:17 VBPDCDBSOT01 journal: OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-08[28611]: [Error][Kernel::System::Daemon$
Oct 18 10:55:17 VBPDCDBSOT01 journal: OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-08[28611]: [Error][Kernel::System::Email:$

root
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Re: 500 Internal Server Error At CI Creation

Postby root » 19 Oct 2017, 21:38

Hi,

both logs does not look like a web server error log. check /var/log/httpd or /var/log/apache2

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

CesarRomario
OTRS newbie
Posts: 31
Joined: 12 Aug 2016, 17:08
OTRS Version?: <5.0.6
Real Name: Cesar Romario Delgado Gonzalez
Company: Softtek
Location: Aguascalientes, México

Re: 500 Internal Server Error At CI Creation

Postby CesarRomario » 19 Oct 2017, 23:02

Hi

I Thanks for your patience.

I found this:

Code: Select all

ERROR: OTRS-CGI-08 Perl: 5.16.3 OS: linux Time: Wed Oct 18 10:46:25 2017

 Message: General catalog lookup of'' failed!

 RemoteAddress: 10.20.253.22
 RequestURI: /otrs/index.pl

 Traceback (1407):
   Module: Kernel::System::ITSMConfigItem::XML::Type::GeneralCatalog::ImportValuePrepare Line: 243
   Module: Kernel::System::ITSMConfigItem::XML::XMLImportValuePrepare Line: 240
   Module: Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::_ImportXMLDataMerge Line: 1629
   Module: Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::ImportDataSave Line: 1045
   Module: Kernel::System::ImportExport::Import Line: 2287
   Module: Kernel::Modules::AdminImportExport::Run Line: 1117
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32
   
ERROR: OTRS-CGI-08 Perl: 5.16.3 OS: linux Time: Wed Oct 18 10:46:25 2017

 Message: Can't import entity 1: Could not prepare the input!

 RemoteAddress: 10.20.253.22
 RequestURI: /otrs/index.pl

 Traceback (1407):
   Module: Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::ImportDataSave Line: 1054
   Module: Kernel::System::ImportExport::Import Line: 2287
   Module: Kernel::Modules::AdminImportExport::Run Line: 1117
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32
   
ERROR: OTRS-CGI-08 Perl: 5.16.3 OS: linux Time: Wed Oct 18 10:46:25 2017

 Message: General catalog lookup of'' failed!

 RemoteAddress: 10.20.253.22
 RequestURI: /otrs/index.pl

 Traceback (1407):
   Module: Kernel::System::ITSMConfigItem::XML::Type::GeneralCatalog::ImportValuePrepare Line: 243
   Module: Kernel::System::ITSMConfigItem::XML::XMLImportValuePrepare Line: 240
   Module: Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::_ImportXMLDataMerge Line: 1629
   Module: Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::ImportDataSave Line: 1045
   Module: Kernel::System::ImportExport::Import Line: 2287
   Module: Kernel::Modules::AdminImportExport::Run Line: 1117
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32

ERROR: OTRS-CGI-08 Perl: 5.16.3 OS: linux Time: Wed Oct 18 10:46:25 2017

 Message: Can't import entity 2: Could not prepare the input!

 RemoteAddress: 10.20.253.22
 RequestURI: /otrs/index.pl

 Traceback (1407):
   Module: Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::ImportDataSave Line: 1054
   Module: Kernel::System::ImportExport::Import Line: 2287
   Module: Kernel::Modules::AdminImportExport::Run Line: 1117
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32

ERROR: OTRS-CGI-08 Perl: 5.16.3 OS: linux Time: Wed Oct 18 10:46:25 2017

 Message: General catalog lookup of'' failed!

 RemoteAddress: 10.20.253.22
 RequestURI: /otrs/index.pl

 Traceback (1407):
   Module: Kernel::System::ITSMConfigItem::XML::Type::GeneralCatalog::ImportValuePrepare Line: 243
   Module: Kernel::System::ITSMConfigItem::XML::XMLImportValuePrepare Line: 240
   Module: Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::_ImportXMLDataMerge Line: 1629
   Module: Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem::ImportDataSave Line: 1045
   Module: Kernel::System::ImportExport::Import Line: 2287
   Module: Kernel::Modules::AdminImportExport::Run Line: 1117
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32

ERROR: OTRS-CGI-08 Perl: 5.16.3 OS: linux Time: Wed Oct 18 10:46:25 2017

 Message: Can't import entity 3: Could not prepare the input!


Regards.

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Re: 500 Internal Server Error At CI Creation

Postby nedmaj » 26 Oct 2017, 18:16

Hi,

That message is saying you are trying to import a field value that doesn't exist in your General Catalog, or maybe a required field with no value at all.

Verify the data you are trying to import, you CI class definition and compare it to you catalog.
Samuel

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