OTRS 6.0.10 - Customer User - Preferences error
Moderator: crythias
OTRS 6.0.10 - Customer User - Preferences error
Hi to all,
im very noob with this platform so i do not know if i am doing something wrong or i missed something in the installation or configuration.
The root of the problem is that i get an error when i go to the "Preferences" in the customer area (this is just a test environment, but i prefer to not install it).
Error: Apache log: Im using: ubuntu 18.04 + MariaDB + Apache
Thank you for your help for accepting me into the community
im very noob with this platform so i do not know if i am doing something wrong or i missed something in the installation or configuration.
The root of the problem is that i get an error when i go to the "Preferences" in the customer area (this is just a test environment, but i prefer to not install it).
Error: Apache log: Im using: ubuntu 18.04 + MariaDB + Apache
Thank you for your help for accepting me into the community
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- Znuny newbie
- Posts: 75
- Joined: 27 Aug 2018, 13:50
- Znuny Version: Community
- Real Name: Christian Clavet
- Company: Tact Group
Re: OTRS 6.0.10 - Customer User - Preferences error
Hi!
This is the customer frontend. Does it still work on the main frontend? Did you changed some of the files? Layout.pm seem to refer that the CustomerFrontend::Module is undefined/unavailable.
Have you executed the files privileges setup script? (bin/otrs.SetPermissions.pl)
This is the customer frontend. Does it still work on the main frontend? Did you changed some of the files? Layout.pm seem to refer that the CustomerFrontend::Module is undefined/unavailable.
Have you executed the files privileges setup script? (bin/otrs.SetPermissions.pl)
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OTRS Community 6.0.11
Debian 9.0
MariaDB
OTRS Community 6.0.11
Debian 9.0
MariaDB
Re: OTRS 6.0.10 - Customer User - Preferences error
Hi christianclavet, in advance i want to thank you for your time.
So:
Does it still work on the main frontend?: Yes it does. When i login as an Agent (/otrs/index.pl) the precerences work and show me all the menus (Change pssw, Avatar, Language, ecc)
Did you changed some of the files? Layout.pm: No, i only changed che dashboard color from the template
Other Frontend mods: turn off the "create new user" and "forgot password" from the customer login
Have you executed the files privileges setup script? (bin/otrs.SetPermissions.pl): Done, nothing changed
Installation guide: I noticed that in the installation guide said that i shoud run the command "a2enmod version", but i get this error: "ERROR: Module version does not exist!". Shoud be related?
Thank you again, have a nice day.
So:
Does it still work on the main frontend?: Yes it does. When i login as an Agent (/otrs/index.pl) the precerences work and show me all the menus (Change pssw, Avatar, Language, ecc)
Did you changed some of the files? Layout.pm: No, i only changed che dashboard color from the template
Other Frontend mods: turn off the "create new user" and "forgot password" from the customer login
Have you executed the files privileges setup script? (bin/otrs.SetPermissions.pl): Done, nothing changed
Installation guide: I noticed that in the installation guide said that i shoud run the command "a2enmod version", but i get this error: "ERROR: Module version does not exist!". Shoud be related?
Thank you again, have a nice day.
-
- Znuny newbie
- Posts: 75
- Joined: 27 Aug 2018, 13:50
- Znuny Version: Community
- Real Name: Christian Clavet
- Company: Tact Group
Re: OTRS 6.0.10 - Customer User - Preferences error
Hi, for the problem with the a2enmod issue you can check this:
https://stackoverflow.com/questions/385 ... -in-apache
Can you check this?:
https://stackoverflow.com/questions/385 ... -in-apache
Can you check this?:
Code: Select all
perl /opt/otrs/bin/otrs.CheckModules.pl
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OTRS Community 6.0.11
Debian 9.0
MariaDB
OTRS Community 6.0.11
Debian 9.0
MariaDB
Re: OTRS 6.0.10 - Customer User - Preferences error
Hi,
ty for the a2enmod issue, didnt know now is native on apache for Ubuntu.
Perl modules:
Thanks
ty for the a2enmod issue, didnt know now is native on apache for Ubuntu.
Perl modules:
Thanks
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- Znuny newbie
- Posts: 75
- Joined: 27 Aug 2018, 13:50
- Znuny Version: Community
- Real Name: Christian Clavet
- Company: Tact Group
Re: OTRS 6.0.10 - Customer User - Preferences error
Hi!
Humm. You seem to have all the required modules. It should work.
I would do a test with a blank barebone otrs to see if it's the DB data or the OTRS files that are causing this:
Here is the link to get the last version of OTRS
https://community.otrs.com/download-otr ... y-edition/
Based on the upgrade guide: https://doc.otrs.com/doc/manual/admin/6 ... ating.html
Start by doing a backup of your current installation. Stop the services and daemon. Rename your current OTRS folder. Extract the archive. Rename the extracted folder to /opt/otrs. Put back (copy from your old folder to the new) your Config.pm file, do the file privilege setup script (bin/otrs.SetPermissions.pl), and try it. Look at the upgrade guide for more detailed information on how to proceed.
If you still have the same issue (no extra modules should be there and active), then there is something in the DB, not in the OTRS files. After the test, just rename the folders.
Humm. You seem to have all the required modules. It should work.
I would do a test with a blank barebone otrs to see if it's the DB data or the OTRS files that are causing this:
Here is the link to get the last version of OTRS
https://community.otrs.com/download-otr ... y-edition/
Based on the upgrade guide: https://doc.otrs.com/doc/manual/admin/6 ... ating.html
Start by doing a backup of your current installation. Stop the services and daemon. Rename your current OTRS folder. Extract the archive. Rename the extracted folder to /opt/otrs. Put back (copy from your old folder to the new) your Config.pm file, do the file privilege setup script (bin/otrs.SetPermissions.pl), and try it. Look at the upgrade guide for more detailed information on how to proceed.
If you still have the same issue (no extra modules should be there and active), then there is something in the DB, not in the OTRS files. After the test, just rename the folders.
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OTRS Community 6.0.11
Debian 9.0
MariaDB
OTRS Community 6.0.11
Debian 9.0
MariaDB
Re: OTRS 6.0.10 - Customer User - Preferences error
I'll be out ot office till next Wednesday. So when im back, i'll try the test and update you.
Thank for now sir.
Thank for now sir.
Re: OTRS 6.0.10 - Customer User - Preferences error
Hi, im back!
tried the test but i still get the same error. So the problem is in the db or maybe in the installation proccess.
If i go in ssh to my ubuntu and connect to the mysql, i can get the information for the user preferences, i guess that the problem is in the otrs module for the customer_preferences that cant connect to the db.... i guess.
Thank again.
tried the test but i still get the same error. So the problem is in the db or maybe in the installation proccess.
If i go in ssh to my ubuntu and connect to the mysql, i can get the information for the user preferences, i guess that the problem is in the otrs module for the customer_preferences that cant connect to the db.... i guess.
Thank again.
-
- Znuny newbie
- Posts: 75
- Joined: 27 Aug 2018, 13:50
- Znuny Version: Community
- Real Name: Christian Clavet
- Company: Tact Group
Re: OTRS 6.0.10 - Customer User - Preferences error
Hi, If you can have the web interface, then MYSQL is functional. I'm pretty sure now it's an issue with the content of the "otrs" database inside mysql if you restored a backup. If there was nothing (no backup restored) then there something the installation. Perhaps file credential.
Do you have a lot of stuff in the db currently? I'm sorry, but I think you will need to start as new because if you restore the DB the problem will start again.
You might try to tamper with databases tables in mysql by deleting the customer users tables and putting it back from a "blank otrs installation" and putting back the users manually from the web interface (I had tons of tests users in a prototype that I was able to purge that way.), but you might have an unstable installation if something is missing. This is risky and there is not guarantee that it will work. If you think it work, check the log to be sure there is no errors.
You can check the tables named: customer_user_customer and group_customer_user in mysql.
Do you have a lot of stuff in the db currently? I'm sorry, but I think you will need to start as new because if you restore the DB the problem will start again.
You might try to tamper with databases tables in mysql by deleting the customer users tables and putting it back from a "blank otrs installation" and putting back the users manually from the web interface (I had tons of tests users in a prototype that I was able to purge that way.), but you might have an unstable installation if something is missing. This is risky and there is not guarantee that it will work. If you think it work, check the log to be sure there is no errors.
You can check the tables named: customer_user_customer and group_customer_user in mysql.
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OTRS Community 6.0.11
Debian 9.0
MariaDB
OTRS Community 6.0.11
Debian 9.0
MariaDB
Re: OTRS 6.0.10 - Customer User - Preferences error
Hi,
just for update you, i did a new installation and importing just the old db and now is all working perfectly. I guess the problem was at some point in the otrs configuration files.
Now i just need to figure out if i can authenticate the users using Azure AD from Office 365.
Thank you for your help.
just for update you, i did a new installation and importing just the old db and now is all working perfectly. I guess the problem was at some point in the otrs configuration files.
Now i just need to figure out if i can authenticate the users using Azure AD from Office 365.
Thank you for your help.
-
- Znuny newbie
- Posts: 75
- Joined: 27 Aug 2018, 13:50
- Znuny Version: Community
- Real Name: Christian Clavet
- Company: Tact Group
Re: OTRS 6.0.10 - Customer User - Preferences error
Cool. Thanks for updating your results. Might help somebody else!
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OTRS Community 6.0.11
Debian 9.0
MariaDB
OTRS Community 6.0.11
Debian 9.0
MariaDB