No articles shown on the WebGUI

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hsaringer
OTRS newbie
Posts: 6
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

No articles shown on the WebGUI

Post by hsaringer »

Hi,

We have installed OTRS 6.0.24 on CentOS Linux release 7.7.1908 (Core).
We installed a lower OTRS 6 version from scratch and did updates.

The system uses 2 VM´s. 1 for the actual OTRS and 1 for the Database(MySQL, 5.7.26-29 Percona Server (GPL), Release 29).
It was running fine for approx. 2 months now.

But last week an issue occured where there was no articles displayed on the GUI.

What we did to find the issue:
  • searching logs for unusual error, warnings -> no findings
  • check modules with: /opt/otrs/bin/otrs.CheckModules.pl -> all ok
  • activate binlog on the DB -> nothing unusual
  • create a MD5 hash over all OTRS files, excluding logs and ./var folder. One with the failure state and one with the working state. -> no difference.

Workaround solution:
Restore the Snapshot of the working state of the VM.

The issue occured again within one week after the snapshot fix.

Worth to mention, we have activated SSL one week before this issue occured!

So for us both states of the VM look exactly the same, but one shows articles and one does not.
Would you have any advice in how we can search for the issue?
Is this a known bug maybe?

Kind regards,
Harry

zzz
OTRS ninja
Posts: 439
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x - 6.0.x
Real Name: Emin Yazi
Company: Efflux GmbH
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Re: No articles shown on the WebGUI

Post by zzz »

Hello Harry,

Have you checked the console of your browser and have you change the 'HttpType' setting in OTRS?
It could be an issue with displaying iframes.

Or have you recently changed the backend for articles?

Best regards
Emin
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

Free and premium OTRS add-ons (TextModule, AdBlocker, ModernSkin ... growing): portal.efflux.de

root
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Re: No articles shown on the WebGUI

Post by root »

Hi,

I guess it's related to deploying SSL. Did you changed the System Configuration HttpType to https? Any changes in HTTP headers on your webserver?

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

hsaringer
OTRS newbie
Posts: 6
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

Re: No articles shown on the WebGUI

Post by hsaringer »

Hi both,

thanks a lot for the fast answers.
I was not aware of that setting and just changed it a minute ago.

I hope this will resolve the issue.

It is still wierd that it worked for some days and suddenly the issue occured, or do you think that is normal behavior?
Or have you recently changed the backend for articles?
No, i have not done any changes like this.

Kind regards,
Harry

zzz
OTRS ninja
Posts: 439
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x - 6.0.x
Real Name: Emin Yazi
Company: Efflux GmbH
Contact:

Re: No articles shown on the WebGUI

Post by zzz »

It doesn't sound normal that it appeared a few days later.
It, however, is normal that the browser might refuse to download mixed content (HTTP/HTTPS).

The console of your browser will almost always tell you the reason for a failed iframe load.

Best regards
Emin
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

Free and premium OTRS add-ons (TextModule, AdBlocker, ModernSkin ... growing): portal.efflux.de

hsaringer
OTRS newbie
Posts: 6
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

Re: No articles shown on the WebGUI

Post by hsaringer »

Thank you.

The thing is that also in the database, the article was empty. I am afraid I did not explain that correctly, sorry about that.

The OTRS httptype setting is definetely something that could cause issues, but I highly doubt it changes the way how data gets written into the database.

Kind regards,
Harry

root
Moderator
Posts: 2051
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: No articles shown on the WebGUI

Post by root »

hsaringer wrote:
24 Jan 2020, 14:25
Thank you.

The thing is that also in the database, the article was empty. I am afraid I did not explain that correctly, sorry about that.

The OTRS httptype setting is definetely something that could cause issues, but I highly doubt it changes the way how data gets written into the database.

Kind regards,
Harry
Hi,

Whats the value of the system configuration Ticket::Article::Backend::MIMEBase::ArticleStorage? Maybe it's set to FS.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

hsaringer
OTRS newbie
Posts: 6
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

Re: No articles shown on the WebGUI

Post by hsaringer »

root wrote:
24 Jan 2020, 15:18
hsaringer wrote:
24 Jan 2020, 14:25
Thank you.

The thing is that also in the database, the article was empty. I am afraid I did not explain that correctly, sorry about that.

The OTRS httptype setting is definetely something that could cause issues, but I highly doubt it changes the way how data gets written into the database.

Kind regards,
Harry
Hi,

Whats the value of the system configuration Ticket::Article::Backend::MIMEBase::ArticleStorage? Maybe it's set to FS.

- Roy
No, it is ArticleStorageDB. Should be the right setting as far as I am aware.

Kind regards,
Harry

hsaringer
OTRS newbie
Posts: 6
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

Re: No articles shown on the WebGUI

Post by hsaringer »

quick update:

We ran into the same issue again over the weekend and restored a snapshot to fix it. Now we have also cleared the cache after restoring the snapshot.
We have to wait and see if it occures again.

regards,
Harry

hsaringer
OTRS newbie
Posts: 6
Joined: 24 Jan 2020, 12:39
OTRS Version?: 6.0.24
Real Name: Harald Saringer

Re: No articles shown on the WebGUI

Post by hsaringer »

We had the same issue again on friday evening.

Next step is to change https back to http and see if that was causing the issue.
Also we added PMM to the Database, maybe that will tell us something more.

regards,
Harry

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