OTRS detected a possible network issues

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Mazowinski
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OTRS detected a possible network issues

Post by Mazowinski »

Dear All,
I need some asssistance, i configured my OTRS server on CentOS 7 users access it through squid proxy server.
Challenge is when an agent tries to respond or create a ticket i get the "OTRS detected a possible network issue" which is really irritating for the users
How can i get rid of this error message

kyousry
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Re: OTRS detected a possible network issues

Post by kyousry »

I am having the same issue

many times (around 10 per day)
while creating new phone ticket from Agent portal
and while populating the fields (type, customer user, subject, ...)
it displays "OTRS detected possible network issues. You could either try reloading this page manually or wait until your browser has re-established the connection on its own."

then I have to reload the page or wait
if I waited , it shows
"The connection has been re-established after a temporary connection loss.
Due to this, elements on this page could have stopped to work correctly. In order to be able to use all elements correctly again, it is strongly recommended to reload this page."

in both cases, I have to re-enter all the information I previously typed (type, customer user, subject, ...)

OTRS v6.0.12 on ubuntu 18.04.1
OTRS 6.0.12, Ubuntu 18.04.1 LTS, Apache/2.4.29 , mysqld 5.7.24, Perl v5.26.1

jojo
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Re: OTRS detected a possible network issues

Post by jojo »

first of all you should upgrade to the latest patch level as bug are fixed and also your system has several security vulnerabilities!
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hos
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Re: OTRS detected a possible network issues

Post by hos »

Hi,

we're also facing this issue running OTRS 6.0.27 on CentOS 7.7.

What we've tried so far:

Code: Select all

scripts/DBUpdate-to-6.pl
bin/otrs.Console.pl Admin::Package::UpgradeAll
bin/otrs.Console.pl Maint::Config::Rebuild
None of this helped us to get away with this issue. Currently it only appears if I select at least 1 ticket and click on "Bulk". So single actions are not affected.
Would be great if someone has an idea how to fix this.

Kind Regards
Sascha

wurzel
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Re: OTRS detected a possible network issues

Post by wurzel »

Hi,

if you bypass your squid, is the network issue gone? If yes, check your squid.

Anything in the apache logs or syslog?

Flo
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    hos
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    Re: OTRS detected a possible network issues

    Post by hos »

    Hi wurzel,

    this still happens if I bypass the Azure Application Gateway and calling the OTRS instance directly via HTTP (no SSL).
    The apache log gives me the following error:
    ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: linux Time: Tue Apr 7 09:47:52 2020

    Message: No selectable TicketID is given!

    RemoteAddress: 1.2.3.4
    RequestURI: /otrs/index.pl

    Traceback (201):
    Module: Kernel::Output::HTML::Layout::Error Line: 1024
    Module: Kernel::Output::HTML::Layout::ErrorScreen Line: 1007
    Module: Kernel::Modules::AgentTicketBulk::Run Line: 336
    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: 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
    Sascha

    hos
    OTRS newbie
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    Location: Germany
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    Re: OTRS detected a possible network issues

    Post by hos »

    I've also checked other topics associated with bulk + "No selectable TicketID is given!" and I can confirm that none of those tickets are locked and this happens as soon I hit the "bulk" button. Not while performing the action itself. Even using HTTP connections only, with or without reverse-proxy, made no difference.

    emal011
    OTRS newbie
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    Joined: 10 May 2019, 10:57
    OTRS Version?: 6.0.17

    Re: OTRS detected a possible network issues

    Post by emal011 »

    Hi,

    I`m having the same issue. The problem in my case is, that if I go to our ticketsystem using the IP (192.168.178.34/otrs.index.pl) it works without problem, but if I go using the fqdn(myticket.com/otrs.index.pl) it shows me "OTRS has detected possible network issues". Where can be the problem?

    root
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    Re: OTRS detected a possible network issues

    Post by root »

    [quote=emal011 post_id=170635 time=1608721272 user_id=33527
    Where can be the problem?
    [/quote]

    Hi,

    I guess it's related to your web server configuration.

    - Roy
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