"Need From! " - otrs 6.0.27

[mferraz]

Hi.

After upgrading to version 6.0.27, I'm getting the message "Need From!" when replying to a email ticket on this being impossible to send the message. This issue doesn't occur on version 6.0.24 but seems to be happening from version 6.0.26 (didn't try with 6.0.25).

Is there any new setting on this version that need to be updated? This doesn't happen on a clean instalation that was done from scratch. I've to downgrade this one.

[mferraz]

This is even more strange because I can send a email if I use the AgentTicketEmail, this only happen on AgentTicketCompose when replying to a mail ticket.
I've compared the configuration on a clean install and there's nothing really different on System Configuration.

[jojo]

Any changes or add ons?

[mferraz]

Hi

Thanks for your reply
I've tried to remove all addons, but the error do still persists.

To upgrade to otrs 6.0.27, I've done just a clean unpack and moved the article fs storage, and configuration files like the ZZZAuto and Config.pm, and a reinstall of all packages. After that I've tried to remove the packages one by one but still, the same error occurred on the ticket mail reply.

[mferraz]

And there, the full log:

Backend ERROR: OTRS-CGI-15 Perl: 5.26.1 OS: linux Time: Fri Apr 24 15:48:09 2020

Message: Need From!

RemoteAddress:
RequestURI: /otrs/index.pl

Traceback (21832):
Module: Kernel::System::Ticket::Article::Backend::Email::ArticleSend Line: 241
Module: Kernel::Modules::AgentTicketCompose::Run Line: 1046
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1135
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 38
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

[mferraz]

Hi.

I'm getting the same behavior on 6.0.28 version.

[mferraz]

Ok, I've compared AgentTicketCompose.pm and it seems that the method to get the From has changed from the post on the form to a query

On 6.0.24:

# get params
my %GetParam;
for (
qw(
From To Cc Bcc Subject Body InReplyTo References ResponseID ReplyArticleID StateID ArticleID
IsVisibleForCustomerPresent IsVisibleForCustomer TimeUnits Year Month Day Hour Minute FormID ReplyAll
FormDraftID Title
)



6.0.24>
# get params
my %GetParam;
for (
qw(
To Cc Bcc Subject Body InReplyTo References ResponseID ReplyArticleID StateID ArticleID
IsVisibleForCustomerPresent IsVisibleForCustomer TimeUnits Year Month Day Hour Minute FormID ReplyAll
FormDraftID Title
)
)
{
$GetParam{$_} = $ParamObject->GetParam( Param => $_ );
}

# Make sure sender is correct one. See bug#14872 ( https://bugs.otrs.org/show_bug.cgi?id=14872 ).
$GetParam{From} = $Kernel::OM->Get('Kernel::System::TemplateGenerator')->Sender(
QueueID => $Ticket{QueueID},
UserID => $Self->{UserID},
);





After some debug, I've found the query made on /opt/otrs/Kernel/System/Queue.pm
return if !$DBObject->Prepare(
SQL => 'SELECT sa.value0, sa.value1 FROM system_address sa, queue sq '
. 'WHERE sq.id = ? AND sa.id = sq.system_address_id',
Bind => [ \$QueueID ],
Limit => 1,
);



This seems to get the correct values:

MariaDB [otrs]> select sa.value0,sa.value1 from system_address sa,queue sq where sq.id='53' and sa.id=sq.system_address_id;
+--------------------+----------+
| value0 | value1 |
+--------------------+----------+
| helpdesk@uporto.pt | Helpdesk |
+--------------------+----------

But even so, I have the error on "Need From!".

[mferraz]

Ok, It seems that I've found the bug, and I could now reply to the email:

The directory Custom contains deprecated code, is it possible that this files are rewritten after doing a Reinstall on modules?

[mferraz]

So, is not a bug on the release version, is just a "ancient" module that is incompatible with the versions higher that 6.0.24, I just needed to remove the Custom files created by that module, and the issue disappeared.