[SOLVED] OTRS 4: AgentTicketPending = Internal Server Error

[sergioma]

Hi,

I upgraded from 3.3.10 to 4.0.2 in CentOS 6. All work right but I have problem with AgentTicketPending, AgentTicketPhoneOutbound and AgentTicketPhoneInbound in the view AgentTicketZoom, when I try used I get the next problem:

Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Apache/2.2.15 (CentOS) Server at ******************* Port 80

I prove to reinstall and I have the same problem:

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rpm -Uvh --force otrs-4.0.2-01.noarch.rpm

and I try set the permission:

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bin/otrs.SetPermissions.pl --web-group=apache

and rebuild the configuration:

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su -c "bin/otrs.RebuildConfig.pl" -s /bin/bash otrs

But nothing work. Anyone have the same problem? I wish anyone can help me. Thanks.

[RStraub]

Please post us the apache error log.

[sergioma]

Please post us the apache error log.

The error_log:

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[Tue Dec 16 11:31:46 2014] -e: Malformed UTF-8 character (unexpected end of string) in substitution (s///) at /opt/otrs//Kernel/Config/Defaults.pm line 1970.
[Tue Dec 16 11:31:46 2014] -e: Malformed UTF-8 character (unexpected end of string) in substitution (s///) at /opt/otrs/Kernel/cpan-lib/JSON/PP.pm line 468.
[Tue Dec 16 11:31:46 2014] -e: Malformed UTF-8 character (unexpected end of string) in substitution (s///) at /opt/otrs/Kernel/cpan-lib/JSON/PP.pm line 470.
[Tue Dec 16 11:31:47 2014] -e:  (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Tue Dec 16 11:31:47 2014] [error] Malformed UTF-8 character (fatal) at /opt/otrs/Kernel/cpan-lib/JSON/PP.pm line 468.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n

[RStraub]

Which DB with which charset do you use?

[sergioma]

Which DB with which charset do you use?

I think UTF8:

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mysql> show variables like "character_set_database";
+------------------------+-------+
| Variable_name          | Value |
+------------------------+-------+
| character_set_database | utf8  |
+------------------------+-------+
1 row in set (0.00 sec)

mysql> show variables like "collation_database";
+--------------------+-----------------+
| Variable_name      | Value           |
+--------------------+-----------------+
| collation_database | utf8_general_ci |
+--------------------+-----------------+
1 row in set (0.00 sec)

[Jalke]

We have the same problem. Pending, merge, new phone ticket, note ... well, almost everything that should open some kind of form gives an internal server error message instead.

[reneeb]

What do the logs say? In which environment does the OTRS run (Apache? nginx? mod_perl? CGI? FastCGI?)

[sergioma]

What do the logs say? In which environment does the OTRS run (Apache? nginx? mod_perl? CGI? FastCGI?)

I use Apache 2.2.15 with mod_perl 2.0.8

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DOCUMENT_ROOT	/var/www/html
GATEWAY_INTERFACE	CGI/1.1
HTTP_CONNECTION	keep-alive
HTTP_HOST	*****************
MOD_PERL	mod_perl/2.0.8
MOD_PERL_API_VERSION	2
PATH	/sbin:/usr/sbin:/bin:/usr/bin
REMOTE_ADDR	*****************
SCRIPT_FILENAME	/opt/otrs/bin/cgi-bin/index.pl
SERVER_ADDR	*****************
SERVER_ADMIN	*****************
SERVER_NAME	*****************
SERVER_PORT	80
SERVER_PROTOCOL	HTTP/1.1
SERVER_SIGNATURE	<address>Apache/2.2.15 (CentOS) Server at ***************** 80</address>
SERVER_SOFTWARE	Apache/2.2.15 (CentOS)

In the Service Center is all correct, all in green.

[reneeb]

@sergioma: Did you try to run it with JSON::XS? The error messages come from JSON::PP...

Please try to install the module, restart the apache and check AgentTicketPending. If there is still an error, please post the logs.

[sergioma]

@sergioma: Did you try to run it with JSON::XS? The error messages come from JSON::PP...

Please try to installed the module, restart the apache and check AgentTicketPending. If there is still an error, please post the logs.

I have install the JSON:XS. How can I know if it's activate? or How can I change from PP to XS?

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# /opt/otrs/bin/otrs.CheckModules.pl
  o Apache2::Reload..................ok (v0.12)
  o Archive::Tar.....................ok (v1.58)
  o Archive::Zip.....................ok (v1.30)
  o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)
  o Crypt::SSLeay....................ok (v0.57)
  o Date::Format.....................ok (v2.22)
  o DBI..............................ok (v1.609)
  o DBD::mysql.......................ok (v4.013)
  o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.)
  o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)
  o DBD::Pg..........................Not installed! Use: 'yum install "perl(DBD::Pg)"' (optional - Required to connect to a PostgreSQL database.)
  o Encode::HanExtra.................ok (v0.23)
  o GD...............................ok (v2.44)
    o GD::Text.......................ok (v0.86)
    o GD::Graph......................ok (v1.44)
  o IO::Socket::SSL..................ok (v1.31)
  o JSON::XS.........................ok (v2.27)
  o List::Util::XS...................ok (v1.21)
  o LWP::UserAgent...................ok (v6.06)
  o Mail::IMAPClient.................ok (v3.34)
    o IO::Socket::SSL................ok (v1.31)
  o ModPerl::Util....................ok (v2.000008)
  o Net::DNS.........................ok (v0.65)
  o Net::LDAP........................ok (v0.40)
  o PDF::API2........................ok (v2.021)
  o Template.........................ok (v2.22)
  o Template::Stash::XS..............ok (undef)
  o Text::CSV_XS.....................ok (v0.85)
  o Time::HiRes......................ok (v1.9721)
  o Time::Piece......................ok (v1.15)
  o XML::Parser......................ok (v2.36)
  o YAML::XS.........................ok (v0.38)

[sergioma]

I had done:

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# perl -MCPAN -e shell
cpan> force install JSON::XS

And the error isn't resolved. I 'm going crazy with this problem

[crythias]

we still haven't seen anything /var/log/apache2/error.log

[sergioma]

we still haven't seen anything /var/log/apache2/error.log

I posted in my second entry:
viewtopic.php?p=110829#p110619

[crythias]

viewtopic.php?t=25882

Apparently this appears to be a poorly encoded *something* in the database that JSON can't parse as UTF8

[sergioma]

Now my apache error_log have changed:

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[Thu Dec 18 16:51:22 2014] -e: Malformed UTF-8 character (unexpected end of string) in substitution (s///) at /opt/otrs//Kernel/Config/Defaults.pm line 1970.
[Thu Dec 18 16:51:22 2014] -e:  (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Thu Dec 18 16:51:22 2014] [error] malformed or illegal unicode character in string [\xf3n], cannot convert to JSON at /opt/otrs//Kernel/System/JSON.pm line 97.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n

After reinstall JSON::XS

EDIT:
The line 583 in DB.pm is:
my $DBObject = $Kernel::OM->Get('Kernel::System::DB');

and line 97 JSON.pm is:
my $JSONEncoded = $JSONObject->encode( $Param{Data} ) || '""';

[sergioma]

anyone can help me with this. I'm stopped

[TobiKri]

We have same problem with external customer Data (MSSQL 2008) FreeTDS 8.0, OTRS 4.0.5.
Is there any way to open a bug ticket?

[NiceTeam]

Same issue here on 4.0.5, impossible to reply or forward any tickets

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[error] malformed or illegal unicode character in string [\xec squa], cannot convert to JSON at /opt/otrs//Kernel/System/JSON.pm line 97.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/FS.pm line 547.\n

This is definitely a critical and annoying bug ...

[sergioma]

I could solve the problem. The problem was in the Calendar characters. In the Upgrade from 3 to 4 some character in the Calendar had some rare symbols. I changed the text and now work correctly.

[ugob]

Thanks a lot for your solution!