OTRS 6.0.6 - Internal Server Error

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ruzzetto

OTRS 6.0.6 - Internal Server Error

Post by ruzzetto »

Hi,
I'm testing my new upgraded environment. Overall it works with some issues. When I try to open tickets under Ticket->Queue View -> Queue, I got Internal Server Error. That's the output log:

Code: Select all

[Tue Apr 24 10:27:38.202761 2018] [cgi:error] [pid 3582] [client xxx.xxx.xxx.xxx:63368] AH01215: Can't locate object method "ArticleLastCustomerArticle" via package "Kernel::System::Ticket" at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/TicketOverview/Small.pm line 433., referer: https://otrs-test/index.pl?Action=AgentTicketQueue;OTRSAgentInterface=ytSwpOwfGf7040Of3Q1B2m5dLEkUkeHA

[Tue Apr 24 10:27:38.281127 2018] [cgi:error] [pid 3582] [client xxx.xxx.xxx.xxx:63368] End of script output before headers: index.pl, referer: https://otrs-test/index.pl?Action=AgentTicketQueue;OTRSAgentInterface=ytSwpOwfGf7040Of3Q1B2m5dLEkUkeHA
Thanks,
Fabio
reneeb
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Re: OTRS 6.0.6 - Internal Server Error

Post by reneeb »

Do you have any third-party addons installed? Did you upgrade them?
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
ruzzetto

Re: OTRS 6.0.6 - Internal Server Error

Post by ruzzetto »

No, I removed them before upgrade
ruzzetto

Re: OTRS 6.0.6 - Internal Server Error

Post by ruzzetto »

I'm noticing another error:

Code: Select all

[Fri Apr 27 11:25:12.577898 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:  Message: Need GroupName!, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.577911 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215: , referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.577960 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:  RemoteAddress: 10.0.0.1, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578100 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:  RequestURI: /index.pl?Action=Admin;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578113 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215: , referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578141 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:  Traceback (1514): , referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578213 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:    Module: Kernel::System::Group::PermissionCheck Line: 945, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578322 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:    Module: Kernel::Output::HTML::NavBar::ModuleAdmin::Run Line: 76, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578401 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:    Module: Kernel::Output::HTML::Layout::NavigationBar Line: 3225, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578471 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:    Module: Kernel::Modules::Admin::Run Line: 35, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578570 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:    Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578639 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215:    Module: /opt/otrs/bin/cgi-bin/index.pl Line: 40, referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:25:12.578647 2018] [cgi:error] [pid 1393] [client 10.0.0.1:62336] AH01215: , referer: https://otrs-test/index.pl?Action=AgentDashboard;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:29:15.582692 2018] [cgi:error] [pid 1395] [client 10.0.0.1:62395] AH01215: Can't locate object method "ArticleLastCustomerArticle" via package "Kernel::System::Ticket" at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/TicketOverview/Small.pm line 433., referer: https://otrs-test/index.pl?Action=AgentTicketQueue;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
[Fri Apr 27 11:29:15.631099 2018] [cgi:error] [pid 1395] [client 10.0.0.1:62395] End of script output before headers: index.pl, referer: https://otrs-test/index.pl?Action=AgentTicketQueue;OTRSAgentInterface=YNygidRBvMbH6tJy0RtY1susLeKJOmNB
Regards,
F
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Re: OTRS 6.0.6 - Internal Server Error

Post by pgabelli »

Hi! What you see in the Apache log error file? Do you have some files with the extension .custom_backup in the OTRS folder (and sub-folders)? To find them, you can try with the command 'find ./ -name *.custom_backup'.

You can be in a situation similar at what is described here: http://otrs.ru/forum/viewtopic.php?f=5&t=4474 (translate it).

If it's so, the rpm installation has left there a bunch of the old version files, and has written the new ones with the extension .custom_backup .
This would explain the 'Error 500' you have.

If this is the case, you can fix the issue identifying the folders where the *old_files* are located, replace the folder(s) content with a fresh copy extracted from the tar.gz file, remove all the .custom_backup files, and go on with the OTRS update instruction: set permission (bin/otrs.SetPermissions.pl) and what follows: the Step 4.

I hope you can succeed.
Last edited by pgabelli on 27 Apr 2018, 14:01, edited 1 time in total.
ruzzetto

Re: OTRS 6.0.6 - Internal Server Error

Post by ruzzetto »

Hi and thanks for your contribute.

Yes, there are a lot of .custom_backup....
ruzzetto

Re: OTRS 6.0.6 - Internal Server Error

Post by ruzzetto »

Does not work for me
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