OTRS 6 - Error 500 forwarding Email

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limberger
OTRS newbie
Posts: 2
Joined: 23 Feb 2018, 21:20
OTRS Version?: OTRS 6.0.2

OTRS 6 - Error 500 forwarding Email

Post by limberger » 01 Mar 2018, 23:56

Hi All!

When i try to forward a EMail on Action=AgentTicketZoom, i'm getting http error 500 (Internal Server Error). No message in the logs (error/acces log).

Code: Select all

10.71.1.3 - - [01/Mar/2018:18:52:51 -0300] "GET /otrs/index.pl?Action=AgentTicketForward;TicketID=473;ArticleID=2559 HTTP/1.1" 200 7136 "https://www.assefaz.org.br/otrs/index.pl?Action=AgentTicketZoom;TicketID=473" "Mozilla/5.0 (X11; Linux x86_64; rv:52.0) Gecko/20100101 Firefox/52.0"
10.71.1.3 - - [01/Mar/2018:18:52:55 -0300] "POST /otrs/index.pl? HTTP/1.1" 200 162 "https://www.assefaz.org.br/otrs/index.pl?Action=AgentTicketForward;TicketID=473;ArticleID=2559" "Mozilla/5.0 (X11; Linux x86_64; rv:52.0) Gecko/20100101 Firefox/52.0"
10.71.1.3 - - [01/Mar/2018:18:52:56 -0300] "POST /otrs/index.pl? HTTP/1.1" 200 100 "https://www.assefaz.org.br/otrs/index.pl?Action=AgentTicketForward;TicketID=473;ArticleID=2559" "Mozilla/5.0 (X11; Linux x86_64; rv:52.0) Gecko/20100101 Firefox/52.0"
10.71.1.3 - - [01/Mar/2018:18:52:58 -0300] "GET /otrs/index.pl?Action=PictureUpload;FormID=1519941171.3175672.46539867;ContentID=inline456536.527816112.1519923211.11196376.6438952%40www.assefaz.org.br HTTP/1.1" 200 38416 "https://www.assefaz.org.br/otrs/index.pl?Action=AgentTicketForward;TicketID=473;ArticleID=2559" "Mozilla/5.0 (X11; Linux x86_64; rv:52.0) Gecko/20100101 Firefox/52.0"
How can i debug this?

Thanks,
jp

limberger
OTRS newbie
Posts: 2
Joined: 23 Feb 2018, 21:20
OTRS Version?: OTRS 6.0.2

Re: OTRS 6 - Error 500 forwarding Email

Post by limberger » 02 Mar 2018, 03:13

I found the problem. We use a Apache as Proxy and the error was caused by mod_secuirty on apache proxy.

(ModSecurity: Access denied with code 44 (phase 2). Match of "eq 0" against "MULTIPART_UNMATCHED_BOUNDARY" required. [file "/etc/httpd/conf.d/mod_security.conf"] [line "34"] [id "200003"] [msg "Multipart parser detected a possible unmatched boundary."] )

The solution is to add an exception in mod_security.conf.

Thanks,
jp

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