[Solved] Internal server error with ArticleContentIndex

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Anatolyd
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[Solved] Internal server error with ArticleContentIndex

Post by Anatolyd » 18 Sep 2018, 14:38

I have: OTRS 6.0.6 on Ubuntu 16.04.3 x64 Linux with MySQL 5.7.22

Hello. I have updated my otrs to 6.0.6 version (but the same issue happens with all 6.0.x versions) from 5.x.x . After i install module "ItsmIncidentManagement" i can't open any ticket. I always get "Internal server error".

In apache log i have this:

Code: Select all

"Can't locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs/Kernel/Modules/AgentTicketZoom.pm line 711."
I saw that people had simmilar issue and they solve this by installing not through rpm, but through .tar.bz. I have Ubuntu, so i use .tar.bz archive by default though get this issue.
I update my otrs by this instruction http://doc.otrs.com/doc/manual/admin/st ... ating.html

Appreciate any help.
Last edited by Anatolyd on 16 Oct 2018, 11:36, edited 1 time in total.

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christianclavet
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Re: Internal server error with ArticleContentIndex

Post by christianclavet » 18 Sep 2018, 19:05

Hi, This could be probably the module itself that is not compatible with OTRS 6.x.

Here is a link to the document to update OTRS 6.x: (I had an error by checking your link)
https://doc.otrs.com/doc/manual/admin/s ... ating.html

For the module itself, is it this one on Github? I see comment about this one compatible with OTRS 6.x
https://github.com/OTRS/ITSMIncidentProblemManagement
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Anatolyd
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Re: Internal server error with ArticleContentIndex

Post by Anatolyd » 27 Sep 2018, 14:37

Thank you for your reply. I decided to install clear otrs 6.x with openSUSE and MySql and restore backup to it. So no help i need for now.

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Re: Internal server error with ArticleContentIndex

Post by jojo » 27 Sep 2018, 14:40

If the backup is not OTRS 6 you have to follow the migration guideline as the versions are not compatible
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Anatolyd
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Re: Internal server error with ArticleContentIndex

Post by Anatolyd » 02 Oct 2018, 09:46

I'm not sure. In the RELEASE file i see 6.0.6 and my packages are:
TemplateX - 5.0.0
ImportExport - 5.0.20
ITSM - 5.0.20
ITSMChangeManagement - 5.0.20
ITSMIncidentProblemManagement - 5.0.20
ITSMServiceLevelManagement - 5.0.20
SystemMonitoring - 6.0.2
Survey - 6.0.3
OTRSMasterSlave - 6.0.4
FAQ - 6.0.5
GeneralCatalog - 6.0.6
ITSMConfigurationManagement - 6.0.6
ITSMCore - 6.0.6

So i did backup from this like-a-6.0.6 version. And i faced with some difficulties. For example:
1) my custom groups have disappeared, but when i added new one, they all came back.
2) my agents lost all configured rights on groups (both default and custom groups)

How I do backup and restore my otrs systems:
On the old one (6.0.6) i use command "sudo /opt/otrs/scripts/backup.pl -d /path/to/backupFolder"
On the new one (6.0.11) i delete otrs DB, create new otrs DB, then use "sudo /opt/otrs/scripts/restore.pl -b /path/to/backup -d /opt/otrs/" and "/opt/otrs/bin/otrs.SetPermissions.pl".

Maybe i do wrong actions?

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Re: Internal server error with ArticleContentIndex

Post by jojo » 02 Oct 2018, 10:39

- all packages have to be 6.x
- a restore will also restore files not just database
- follow exactly the migration guideline in the admin manual!
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

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Anatolyd
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Re: Internal server error with ArticleContentIndex

Post by Anatolyd » 05 Oct 2018, 11:29

Ok. Now i updated my bad otrs to 6.0.11 and updated all packages. So i have:
GeneralCatalog - 6.0.11
ImportExport - 6.0.11
ITSM - 6.0.11
ITSMChangeManagement - 6.0.11
ITSMConfigurationManagement - 6.0.11
ITSMCore - 6.0.11
ITSMIncidentProblemManagement - 6.0.11
ITSMServiceLevelManagement - 6.0.11
FAQ - 6.0.10
OTRSMasterSlave - 6.0.9
Survey - 6.0.6
SystemMonitoring - 6.0.4

I did backup from this otrs and restore it to my new otrs;
i have not mentioned yet that
my currently (from where i do backup) otrs is from sources and on Ubuntu 16.04,
my new (to where i restore) otrs is from .rpm and on OpenSuse 13.

So. Now, when i open any ticket i get this message:

Code: Select all

Server error!

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

Error message: 
Can't locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs/Kernel/Modules/AgentTicketZoom.pm line 711. ,

If you think this is a server error, please contact the webmaster.

Error 500

172.16.101.226
Apache
Do you have any ideas?

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christianclavet
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Re: Internal server error with ArticleContentIndex

Post by christianclavet » 09 Oct 2018, 18:15

Hi!

Question 1: The old OTRS (Ubuntu) is working properly?
Question 2: Is the DB the same type?

Looking at the error message, it's the same error you had from your first post. And this error seem to be related to the db content. (Retrieving the index of the articles in a ticket; that is not present, corrupted or something else)

For a test, if you can get inside the administrative interface, I would delete ALL the tickets (can be done with the generic agent). Keep your backup safe before doing that. The "generic agent" would select all the tickets and delete them.

Once it's done, create a new ticket and try again to open it in the Ticket Zoom interface. If you can see the ticket, then one of your old tickets had some corrupted/deleted data in it. If it still give the error, then it's probably not the tickets in the DB but something else.
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Re: Internal server error with ArticleContentIndex

Post by root » 10 Oct 2018, 05:33

christianclavet wrote:
09 Oct 2018, 18:15

Looking at the error message, it's the same error you had from your first post. And this error seem to be related to the db content. (Retrieving the index of the articles in a ticket; that is not present, corrupted or something else)
Sorry to interrupt, but this is nonsense and has nothing to do with the database. ArticleContentIndex is a subroutine in Kernel/System/Ticket/Article.pm in OTRS 5 and called from AgentTicketZoon. This method does not exist in the same way in OTRS 6 due to the changes according the article backends.

There is something wrong with the migration from OTRS 5 to OTRS 6.

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christianclavet
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Re: Internal server error with ArticleContentIndex

Post by christianclavet » 10 Oct 2018, 17:56

No worries. :D Then this method is not from an OTRS6 module but from an OTRS5 module?
I did backup from this otrs and restore it to my new otrs;
So there is possibly some modules that were restored from the backup?
Has this procedure has been followed (running the migration script once you restored the backup?)
https://doc.otrs.com/doc/manual/admin/6 ... ating.html
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Anatolyd
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Re: Internal server error with ArticleContentIndex

Post by Anatolyd » 16 Oct 2018, 11:35

Guys. Sorry for delay. You all helped me to understand how to restore database correctly. So what i did:
On both computers:
We have to have the same patch level and packages.

Computer from where we backup:
do nofullbackup

Computer where we restore to:
delete old otrs database and create an empty one with the same name
do restore from backup
sudo /opt/otrs/bin/otrs.SetPermissions.pl
Reboot

And it's done! Now my otrs works correctly. Thank you a lot for the help!

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