Error after updating OTRS 6.0.3 to 6.0.19

[parvezkhp]

Dear Team,

Getting below error after updating OTRS 6.0.3 to 6.0.19

The constructor of Kernel::System::DynamicField::Backend returned undef. at /opt/otrs/Kernel/Output/HTML/Dashboard/TicketGeneric.pm line 2327

If anybody has solution please let me know.

Thanks,

[root]

Hi,

Did you restarted the webserver after the upgrade?

- Roy

[parvezkhp]

Dear Roy,

Thanks for the prompt reply. Yes I restarted webserver by running below command.

ystemctl restart apach2.service

Do I need to run any other command Please let me know ?

Regards,
parvez

[root]

Hi,

Did you update all packages? Do you have packages which provide new types of dynamic fields?

- Roy

[parvezkhp]

HI,

NO I did not update the packages. Do I need to update the packages?

Please let me know

Regards,
Parvez

[root]

HI,

NO I did not update the packages. Do I need to update the packages?

Please let me know

Depends on the package. Usually, a patch level does not require this. But sometimes there are API changes within OTRS even on a PL update.

Maybe there are more details in the Apache error log.

- Roy

[parvezkhp]

Dear Roy,

Please find apache error logs below.

==========================================================



ERROR: OTRS-CGI-50 Perl: 5.18.2 OS: linux Time: Thu Jun 27 14:35:33 2019

Message: Can't load dynamic field object handler module for object type ITSMChange!

RemoteAddress: 192.168.4.97
RequestURI: /otrs/index.pl?

Traceback (12110):
Module: Kernel::System::DynamicField::Backend::new Line: 140
Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306
Module: Kernel::System::ObjectManager::Get Line: 200
Module: Kernel::Output::HTML::Dashboard::TicketGeneric::_SearchParamsGet Line: 2327
Module: Kernel::Output::HTML::Dashboard::TicketGeneric::Run Line: 567
Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 980
Module: Kernel::Modules::AgentDashboardCommon::Run Line: 610
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 38
Module: (eval) (v1.99) Line: 206
Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-50 Perl: 5.18.2 OS: linux Time: Thu Jun 27 14:35:33 2019

Message: The constructor of Kernel::System::DynamicField::Backend returned undef.

RemoteAddress: 192.168.4.97
RequestURI: /otrs/index.pl?

Traceback (12110):
Module: Kernel::System::ObjectManager::_DieWithError Line: 627
Module: Kernel::System::ObjectManager::_ObjectBuild Line: 314
Module: Kernel::System::ObjectManager::Get Line: 200
Module: Kernel::Output::HTML::Dashboard::TicketGeneric::_SearchParamsGet Line: 2327
Module: Kernel::Output::HTML::Dashboard::TicketGeneric::Run Line: 567
Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 980
Module: Kernel::Modules::AgentDashboardCommon::Run Line: 610
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 38
Module: (eval) (v1.99) Line: 206
Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
Module: ModPerl::Registry::handler (v1.99) Line: 31

[Thu Jun 27 14:35:33.745044 2019] [:error] [pid 12110] The constructor of Kernel::System::DynamicField::Backend returned undef. at /opt/otrs/Kernel/Output/HTML/Dashboard/TicketGeneric.pm line 2327.\n

[wurzel]

Hi,

NO I did not update the packages. Do I need to update the packages?

Please check the doc.otrs.org upgrading documentation for details.

Florian

[wurzel]

Hi,

HI,

NO I did not update the packages. Do I need to update the packages?

Please let me know

Depends on the package. Usually, a patch level does not require this. But sometimes there are API changes within OTRS even on a PL update.

Maybe there are more details in the Apache error log.

- Roy

If you follow the doc it sais "update the packages". I always would do it, as there are many updates available.
Usually you move the otrs directory (or the symbolic link)
then you have to.

Florian

[parvezkhp]

Dear Florian,

Thanks for reply. After updating packages also I getting same error.

Regards
Parvez

[root]

Hi,

I guess we need really more information in detail to help you. What kind of OS, RPM or installation from source, which add-ons, etc.

- Roy

[parvezkhp]

Dear Roy,

Please find the details below as requested. If you need any other details please let me know.

OS - SUSE_Linux_Enterprise_Server_12_SP3

Perl enabled - rpm-md SLES12-SP3-12.3.0

1 | Perl | perl | Yes | (r ) Yes | Yes
2 | SLES12-SP3-12.3-0 | SLES12-SP3-12.3-0 | Yes | (r ) Yes | No
3 | SUSE_Linux_Enterprise_Server_12_SP3_x86_64:SLES12-SP3-Debuginfo-Pool | SLES12-SP3-Debuginfo-Pool | Yes | (r ) Yes | No
4 | SUSE_Linux_Enterprise_Server_12_SP3_x86_64:SLES12-SP3-Debuginfo-Updates | SLES12-SP3-Debuginfo-Updates | Yes | (r ) Yes | Yes
5 | SUSE_Linux_Enterprise_Server_12_SP3_x86_64:SLES12-SP3-Pool | SLES12-SP3-Pool | Yes | (r ) Yes | No
6 | SUSE_Linux_Enterprise_Server_12_SP3_x86_64:SLES12-SP3-Source-Pool | SLES12-SP3-Source-Pool | Yes | (r ) Yes | No
7 | SUSE_Linux_Enterprise_Server_12_SP3_x86_64:SLES12-SP3-Updates | SLES12-SP3-Updates | Yes | (r ) Yes | Yes

[netjess]

Are you able to roll back? Did you run the database update? and set permissions?
updating from a early version of 6 to latest should not need update of DB but maybe run the script anyway to see if it makes a difference.

We see from the error message that something is undefined. a variable is being called that has no reference.

Try roll back and update to different level. I am running 6.0.16 without issue.