CustomerTicketOverView Error

Moderator: crythias

CustomerTicketOverView Error

Postby Xypher » 03 Aug 2012, 18:38

Getting this error for 3 Customers right after they log in (although they report if they go to another computer they don't get the error):

error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketOverView not registered in Kernel/Config.pm!

Seems like maybe their cache/cookies/something with their session history leads them to this error. This is the line from System Log but they receive a full blown error screen:

TicketOverView Error.PNG


These select few customers started receiving this error after we finalized our conversion over to uf8 on our db.

Hope this one is an easy fix because we've got more important issues going on :(
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Re: CustomerTicketOverView Error

Postby FiL » 03 Aug 2012, 19:15

You changed nothing in your Config.pm? ACLs maybe?
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Re: CustomerTicketOverView Error

Postby Xypher » 03 Aug 2012, 19:51

All I've got is the default:

Code: Select all
$Self->{TicketAcl}->{'ACL-Customer-Type'} = {
Properties => {
   Frontend => {
      Action => ['CustomerTicketMessage'],
         },
      },
Possible => {
   Ticket => {
      Type => ['Incident'],
      },
   },
};
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Re: CustomerTicketOverView Error

Postby FiL » 03 Aug 2012, 19:56

Hmm any recent changes in the SysConfig or the rest of the Config.pm?
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Re: CustomerTicketOverView Error

Postby Xypher » 03 Aug 2012, 20:34

What's new is upgraded from 3.0.10 to 3.1.7 and converted our db from latin1 to utf8
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Re: CustomerTicketOverView Error

Postby Xypher » 03 Aug 2012, 21:04

It's happening to only a select few individuals, and right after they log in.
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Re: CustomerTicketOverView Error

Postby crythias » 03 Aug 2012, 21:05

Xypher wrote:What's new is upgraded from 3.0.10 to 3.1.7

The direct answer is View versus view (capitalization). The longer answer *might* be you didn't rebuild config. or delete cache (since it's only happening to specific users).
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Re: CustomerTicketOverView Error

Postby Xypher » 03 Aug 2012, 21:37

crythias wrote:The direct answer is View versus view (capitalization). The longer answer *might* be you didn't rebuild config. or delete cache (since it's only happening to specific users).


What would be the proper way of delete/clearing cache?
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Re: CustomerTicketOverView Error

Postby crythias » 03 Aug 2012, 21:58

From UPGRADING

9) Refresh the configuration cache and delete caches
-------------------------------------------------

Please run:

shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl
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Re: CustomerTicketOverView Error

Postby Xypher » 03 Aug 2012, 22:37

crythias wrote:From UPGRADING

9) Refresh the configuration cache and delete caches
-------------------------------------------------

Please run:

shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl


Ah yes, I did run this when upgrading. I'll try it again and see if the error persists.

Will let you know! Thank you.
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Re: CustomerTicketOverView Error

Postby Xypher » 06 Aug 2012, 15:26

RebuildConfig & DeleteCache with no luck. Here is a more detailed log of the error:

Code: Select all
ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Aug  6 09:03:41 2012

Message: Module Kernel/Modules/CustomerTicketOverView.pm not found!

 Traceback (58452):
   Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 193
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.44) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.44) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31
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Re: CustomerTicketOverView Error

Postby CSL » 06 Aug 2012, 15:41

Have seen this before:

viewtopic.php?f=53&t=16031&p=61659&hilit=CustomerTicketOverview.dtl#p61684

I think it has to be caused by changes that have been ported across, and creating a symbolic link like in that thread is more of a bandage stuck over an issue rather than a fix, but it should get it working again.
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Re: CustomerTicketOverView Error

Postby Xypher » 06 Aug 2012, 15:57

After trying the symbolic link I'm getting this error:

Code: Select all
 Message: Module Kernel::Modules::CustomerTicketOverView not registered in Kernel/Config.pm!


And the customer is still receiving the same error message.
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Re: CustomerTicketOverView Error

Postby crythias » 06 Aug 2012, 17:07

Why is the user trying to get to View? is there any View (capital V) referenced in your theme?
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Re: CustomerTicketOverView Error

Postby Xypher » 06 Aug 2012, 17:26

crythias wrote:Why is the user trying to get to View? is there any View (capital V) referenced in your theme?


To my understanding, it's not these 3 or so users trying to do anything except log into our portal. The initial redirect url being handed off after they login is where the V is getting pulled from a cache of some sorts.
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Re: CustomerTicketOverView Error

Postby CSL » 06 Aug 2012, 17:33

Some extra things that come to mind:

Do you have any other type of caching between your server and the clients (proxy, etc?)
Have you cleared your browser cache as well?
Have you tried restarting apache on the otrs server?
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Re: CustomerTicketOverView Error

Postby Xypher » 06 Aug 2012, 17:36

No
Yes (they have)
Yes
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Re: CustomerTicketOverView Error

Postby CSL » 06 Aug 2012, 17:47

I wonder if you have a non-default module registration setting in sysconfig that has prevented the new module registration setting from being applied during the update.

Go into sysconfig and navigate to:

Ticket -> Frontend::Customer::ModuleRegistration

Is the setting for CustomerFrontend::Module###CustomerTicketOverView default, or has it been customized (does it have the undo arrow beside the checkbox?)
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Re: CustomerTicketOverView Error

Postby Xypher » 06 Aug 2012, 17:58

Regarding: CustomerFrontend::Module###CustomerTicketOverview

Both 'link' fields are showing "Action=CustomerTicketOverview;..."

I do not see anything with an "OverView" anywhere in that config
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Re: CustomerTicketOverView Error

Postby crythias » 06 Aug 2012, 18:41

and you're *certain* these 3 or so users don't have their own theme?
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Re: CustomerTicketOverView Error

Postby Xypher » 06 Aug 2012, 18:45

crythias wrote:and you're *certain* these 3 or so users don't have their own theme?


Code: Select all
SELECT * FROM customer_preferences WHERE preferences_key = 'UserTheme';


All show the same theme...
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Re: CustomerTicketOverView Error

Postby crythias » 06 Aug 2012, 20:43

Last guess... besides another implementation of OTRS someone is cached ip address to a different server, is that they're being referenced in otrs/Customer/something.
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Re: CustomerTicketOverView Error

Postby Xypher » 06 Aug 2012, 22:04

OK so today I finally got a 'desktop sharing meeting' going and got a peek first hand at the issue. Silly enough, the users all shared the same bookmark (they hit bookmark when inside the CustomerTicketOverView from before we upgraded)

So they all were making reference to this faulty bookmark :shock:


Sorry, this one was that easy and silly.
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