ITSMCore causing Internal Server Error after 6.4.5 to 6.5.1 upgrade

[scrumb]

(Update - I've isolated this to the install/upgrade of the ITSMCore 6.5.2 package... any help on this would be GREATLY appreciated. Can anyone else replicate this?)

We've been running on RHEL8 install with 6.4.5 without issue since it came out. Pending the end-of-support for 6.4.x, I attempted an upgrade to 6.5.1 tonight, but seem to be encountering a problem after the upgrade is completed (also have ITSM loaded). After attempting to load the web UI once migrated to 6.5.1, after login, we're being presented with an "Internal Server Error" message in the browser and the following error messages popping up in the httpd error_log and ssl_error_log respectively (they appear any time you hit "Reload" in the browser on the Internal Server Error):

---- error_log ----
ERROR: OTRS-CGI-10 Perl: 5.26.3 OS: linux Time: Thu Apr 13 02:28:56 2023

Message: Kernel::System::Service does not declare its object dependencies!

RemoteAddress: xxx.xxx.xxx.xxx
RequestURI: /otrs/index.pl

Traceback (4412):
Module: Kernel::System::ObjectManager::_DieWithError Line: 628
Module: Kernel::System::ObjectManager::_ObjectBuild Line: 276
Module: Kernel::System::ObjectManager::Get Line: 201
Module: Kernel::Output::HTML::Dashboard::TicketGeneric::_SearchParamsGet Line: 2552
Module: Kernel::Output::HTML::Dashboard::TicketGeneric::Run Line: 591
Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 1002
Module: Kernel::Modules::AgentDashboardCommon::Run Line: 629
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1144
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 39
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

---- ssl_error_log ----
[Thu Apr 13 02:28:21.835698 2023] [:error] [pid 4384] Kernel::System::Service does not declare its object dependencies! at /opt/otrs/Kernel/Output/HTML/Dashboard/TicketGeneric.pm line 2552.\n

Upgrade was performed exactly as according to: https://doc.znuny.org/znuny_lts/release ... e-6.5.html , with no errors encountered at all. Thanks in advance

[skullz]

Try this 1st

Code: Select all

/opt/otrs/Kernel/Output/HTML/Dashboard/TicketGeneric.pm*

the file date should at least the latest one.

[scrumb]

Try this 1st

Code: Select all

/opt/otrs/Kernel/Output/HTML/Dashboard/TicketGeneric.pm*

the file date should at least the latest one.

Are you suggesting just doing an "ls" on the files to see the date? What should it be?

[skullz]

Ahhh forget something lol..

Code: Select all

ls -l /opt/otrs/Kernel/Output/HTML/Dashboard/TicketGeneric.pm*
ls -l /opt/otrs/Kernel/System/Service*

There is rare case where the file is from old version (if using rpm)

This is just my guess though..try it first, and see what came up

[scrumb]

Interesting. Yup, this was an RPM based install/upgrade. If they do prove to be from the older version, can we overwrite them with the versions from the tar gzip?

[scrumb]

So, it looks like the true cause of this is the ITSMCore 6.5.1 or 6.5.2 packages. The upgrade of Znuny itself completes just fine (and the UI is completely usable with no errors) from 6.4.5->6.5.1, UNTIL I upgrade the ITSMCore module. The GeneralCatalog 6.5.1 upgrade goes fine without generating any server errors, but, immediately after the ITSMCore 6.5.2 (also tried 6.5.1 manually) update, the Internal Server Error message I noted before shows up.

Looking at the Ticket* package version/dates, they appear correct, marked as March 9th.

Any idea where else to look next regarding this issue? Is anyone else seeing the same?

[skullz]

This weird already..perhaps somebody else can help more..
Or untill somebody encounter or replicate this..

[subascha]

Got the same error when updating from 6.4.5 to 6.5.2. Did you solved this?

[scrumb]

Unfortunately, no. I'm trying to figure out where else I can reach out to get help with this? I guess enough people don't actually use ITSM to have it be a major problem

Good to know that it's still broken with 6.5.2 though. I'd planned on giving it a shot later.

[subascha]

Ok, took a deeper dive and solved it.

The problem is that Service.pm is not updating via the rpm-package (as already supposed by @skullz).

Code: Select all

ls -l /opt/otrs/Kernel/System/Service*
-rw-rw----. 1 otrs apache 23381  6. Feb 2010  /opt/otrs/Kernel/System/Service.pm
-rw-rw----. 1 otrs apache 49365 20. Apr 16:08 /opt/otrs/Kernel/System/Service.pm.custom_backup

As you can see the backup file was generated but the original Service.pm file still has an old timestamp.

So I downloaded the source files and just replaced the old Service.pm with the new one included in the source files.

After restarting the httpd everything works like it should.

//edit:
Had to do the same for SLA.PM. Just take a look in Service folder for outdated *.pm files. Restarting httpd is not necassary.

Best regards
Sascha

[scrumb]

That's great to hear. Thank you! I'll give 6.5.2 a shot later.