CustomerTicketOverView Error
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CustomerTicketOverView Error
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:
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
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:
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
You changed nothing in your Config.pm? ACLs maybe?
Dev
OTRS-Version: 3.1.7
System: Ubuntu Linux
Prod
OTRS-Version 3.0.9
System: Ubuntu Linux
OTRS-Version: 3.1.7
System: Ubuntu Linux
Prod
OTRS-Version 3.0.9
System: Ubuntu Linux
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Re: CustomerTicketOverView Error
All I've got is the default:
Code: Select all
$Self->{TicketAcl}->{'ACL-Customer-Type'} = {
Properties => {
Frontend => {
Action => ['CustomerTicketMessage'],
},
},
Possible => {
Ticket => {
Type => ['Incident'],
},
},
};
Re: CustomerTicketOverView Error
Hmm any recent changes in the SysConfig or the rest of the Config.pm?
Dev
OTRS-Version: 3.1.7
System: Ubuntu Linux
Prod
OTRS-Version 3.0.9
System: Ubuntu Linux
OTRS-Version: 3.1.7
System: Ubuntu Linux
Prod
OTRS-Version 3.0.9
System: Ubuntu Linux
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Re: CustomerTicketOverView Error
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
It's happening to only a select few individuals, and right after they log in.
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Re: CustomerTicketOverView Error
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).Xypher wrote:What's new is upgraded from 3.0.10 to 3.1.7
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Re: CustomerTicketOverView Error
What would be the proper way of delete/clearing cache?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).
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Re: CustomerTicketOverView Error
From UPGRADING
9) Refresh the configuration cache and delete caches
-------------------------------------------------
Please run:
shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl
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
Ah yes, I did run this when upgrading. I'll try it again and see if the error persists.crythias wrote:From UPGRADING
9) Refresh the configuration cache and delete caches
-------------------------------------------------
Please run:
shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl
Will let you know! Thank you.
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Re: CustomerTicketOverView Error
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
Re: CustomerTicketOverView Error
Have seen this before:
viewtopic.php?f=53&t=16031&p=61659&hili ... 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.
viewtopic.php?f=53&t=16031&p=61659&hili ... 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.
Backend: OTRS 3.0.11 RedHat Enterprise Linux 6.2, Apache, MySQL with replication
Frontend: OTRS 3.0.11 RedHat Enterprise Linux 6.2 with SELinux, Apache SSL
Frontend: OTRS 3.0.11 RedHat Enterprise Linux 6.2 with SELinux, Apache SSL
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Re: CustomerTicketOverView Error
After trying the symbolic link I'm getting this error:
And the customer is still receiving the same error message.
Code: Select all
Message: Module Kernel::Modules::CustomerTicketOverView not registered in Kernel/Config.pm!
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Re: CustomerTicketOverView Error
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
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.crythias wrote:Why is the user trying to get to View? is there any View (capital V) referenced in your theme?
Re: CustomerTicketOverView Error
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?
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?
Backend: OTRS 3.0.11 RedHat Enterprise Linux 6.2, Apache, MySQL with replication
Frontend: OTRS 3.0.11 RedHat Enterprise Linux 6.2 with SELinux, Apache SSL
Frontend: OTRS 3.0.11 RedHat Enterprise Linux 6.2 with SELinux, Apache SSL
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Re: CustomerTicketOverView Error
No
Yes (they have)
Yes
Yes (they have)
Yes
Re: CustomerTicketOverView Error
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?)
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?)
Backend: OTRS 3.0.11 RedHat Enterprise Linux 6.2, Apache, MySQL with replication
Frontend: OTRS 3.0.11 RedHat Enterprise Linux 6.2 with SELinux, Apache SSL
Frontend: OTRS 3.0.11 RedHat Enterprise Linux 6.2 with SELinux, Apache SSL
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Re: CustomerTicketOverView Error
Regarding: CustomerFrontend::Module###CustomerTicketOverview
Both 'link' fields are showing "Action=CustomerTicketOverview;..."
I do not see anything with an "OverView" anywhere in that config
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
and you're *certain* these 3 or so users don't have their own theme?
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Re: CustomerTicketOverView Error
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';
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Re: CustomerTicketOverView Error
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
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
Sorry, this one was that easy and silly.
So they all were making reference to this faulty bookmark
Sorry, this one was that easy and silly.