Error 500 on click on Support Assessment

[hkais]

I am running on cenotos 6 and with otrs 5.0.26

Sadly the link /index.pl?Action=AdminSupport (Support Assessment) is failing with a error 500

Any hint what the issue could be?
I have no direct related error in the logs (messages or otrs.log)

best wishes

[fcasal]

If there is an eero 500 you must have the reason in the apache log, so please check it and came back with that information.

[hkais]

having a bunch of errors like this:

Code: Select all

[error] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AdminSupport.pm line 35.\n

whis is directly logged on clicking on the Support Assessment link

and also sometimes in the logs this:

Code: Select all

[error] Software caused connection abort at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1642.\n
Out of memory!
Callback called exit at /opt/otrs//Kernel/Modules/AgentTicketQueue.pm line 524.

and this

Code: Select all

[error] Software caused connection abort at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1642.\n

[fcasal]

First check you have enoughmemory and hard disk free. ´Then, if its correct, download and put a fresh copy of those files which are giving erros.

[hkais]

First check you have enoughmemory and hard disk free. ´Then, if its correct, download and put a fresh copy of those files which are giving erros.

both is not the fact. Enough free mem and of course disk.
Is there any configuration in perl or apache or OTRS to limit the memory?

[hkais]

getting back to this topic after upgrade to znuny 6.0

on click on

Screenshot_02725.png

link: /otrs/index.pl?Action=AdminSupport

I am getting

Code: Select all

An Error Occurred

Can't locate Kernel/Modules/AdminSupport.pm in @INC (you may need to install the Kernel::Modules::AdminSupport module) (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/per...

Please contact the administrator.
Error Details

Backend ERROR: OTRS-CGI-10 Perl: 5.30.0 OS: linux Time: Tue Mar 15 09:52:54 2022

 Message: Can't locate Kernel/Modules/AdminSupport.pm in @INC (you may need to install the Kernel::Modules::AdminSupport module) (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.30.0 /usr/local/share/perl/5.30.0 /usr/lib/x86_64-linux-gnu/perl5/5.30 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.30 /usr/share/perl/5.30 /usr/local/lib/site_perl /etc/apache2) at /opt/otrs/Kernel/System/Main.pm line 86.


 RemoteAddress: 172.18.0.2
 RequestURI: /otrs/index.pl?Action=AdminSupport

 Traceback (616305): 
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 217
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 39
   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

Can confirm Kernel/Modules/AdminSupport.pm is not available

Code: Select all

/opt/otrs# find . -name AdminSupport*
./Kernel/Modules/AdminSupportDataCollector.pm
./Kernel/Output/HTML/Templates/Standard/AdminSupportDataCollector.tt
./scripts/test/Selenium/Agent/Admin/AdminSupportDataCollector.t

Unclear to me if this is a extension which maybe installed in the past and is not available anymore, or if I have an issue with my installation?
Anyone around who can help here?

[Johannes]

This is a messed up sysconfig in the admin area.
The correct Action Parameter is: AdminSupportDataCollector

[hkais]

is there an path to verify / compare the sysconfig (current) with a target sysconfig?

e.g. exporting config to file in specific sorting order
and doing a compare on fresh vs current install?

[Johannes]

You can just export the sysconfig in the GUI->Admin->Sysconfig->Export

We usually check for modifications in Frontend Modules / Menu modules. Migrations don't touch modified Sysconfigs. After a migration from 5 to 6 (for example) the path of several modules, default settings and such have changed.

Right now this is manual task to check for relevant changes because we cant determine if this change was only related, let's say to a group permission or it was something else.

[hkais]

this issue exists already since OTRS4 => OTRS5

[Johannes]

Thats why I wrote this.

After a migration from 5 to 6 (for example)

This behaviour is the same for a long time. And if the sysconfig was never cleaned / maintained properly the issue will persist.

[hkais]

if I understand you well, my issue is: sysconfig_default is my issue
It contains values, which are not well migrated.
Do you know in what version the migration should have taken in place?

What I can do is to run a diff from a naked znuny 6.0 to the current one

[Johannes]

There is no easy way to diff everything. You can just download the current modifications, as described before, and check every key.
But I would not go this way completely if I were in your position.

We usually check for Frontend / Admin Modules in the Sysconfig note the change to the standard and reset them. Then we reapply (if needed) the change. Often someone just added a permission group to the module, which is easy to reapply.

The sysconfig itself (the key for the sysconfig) is often the same, but the content may vary based on your modifications. So you can search for the key from your custom config in XML Files and you would see a difference.