[Solved] AJAX error after upgrade

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MargauxG
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[Solved] AJAX error after upgrade

Post by MargauxG »

After upgrading to 3.3.1 (Ubuntu server 12.04 and MSSQL 2012), I have an error when creating a ticket. Every time I want to select either the queue, the type, the service I get an error message :
Error during AJAX communication. Status: error, Error: Internal Server Error
Apache error.log says

Code: Select all

[Thu Jul 24 12:26:44 2014] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x3f, immediately after start byte 0xe2) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 722.
[Thu Jul 24 12:26:44 2014] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x3f, immediately after start byte 0xe2) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 722.
[Thu Jul 24 12:26:44 2014] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x3f, immediately after start byte 0xe2) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 722.
[Thu Jul 24 12:26:44 2014] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x3f, immediately after start byte 0xe2) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 722.
[Thu Jul 24 12:26:47 2014] [error] Malformed UTF-8 character (fatal) at /opt/otrs/Kernel/cpan-lib/JSON/PP.pm line 468.\n
[Thu Jul 24 12:27:38 2014] [error] Malformed UTF-8 character (fatal) at /opt/otrs/Kernel/cpan-lib/JSON/PP.pm line 468.\n
Any idea what is wrong ?
Last edited by MargauxG on 25 Jul 2014, 16:11, edited 1 time in total.
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Re: AJAX error after upgrade

Post by crythias »

are you reusing custom themes? they won't work upon upgrade.
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Re: AJAX error after upgrade

Post by MargauxG »

I don't think so, I didn't copy the the "httpd" file in var.
I followed the manual and only reused Config.pm, GenericAgent.pm, ZZZAAUTO.pm and the log file in "var".
How can I see if it is the good custom themes ?
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Re: AJAX error after upgrade

Post by crythias »

Either you were using custom themes (Kernel/Output/HTML/[something]) previously or you aren't. You should be aware of that. or anything else custom.
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Re: AJAX error after upgrade

Post by MargauxG »

then no, we used the standard ones which have been upgraded as well.
Here's what Firefox Web console shows when the ajax error appears

Code: Select all

POST http://xxxx.xxxx.com/otrs/customer.pl [HTTP/1.0 500 Internal Server Error 90ms]
I still don't know where that is coming from.
Every thing else seems fine since I didn't modify any file.
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Re: AJAX error after upgrade

Post by crythias »

500 errors are logged in web server error logs.
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Re: AJAX error after upgrade

Post by MargauxG »

Yes and that was the first log I posted

Code: Select all

Thu Jul 24 16:26:19 2014] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x3f, immediately after start byte 0xe2) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 722.
[Thu Jul 24 16:26:19 2014] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x3f, immediately after start byte 0xe2) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 722.
[Thu Jul 24 16:26:24 2014] [error] Malformed UTF-8 character (fatal) at /opt/otrs/Kernel/cpan-lib/JSON/PP.pm line 468.\n
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Re: AJAX error after upgrade

Post by crythias »

Why would you have multi-byte somewhere?
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Re: AJAX error after upgrade

Post by crythias »

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Re: AJAX error after upgrade

Post by MargauxG »

the Database should be in encoded in utf-8 (obdc and freetds driver have the correct charset)
here's the code for the customer loggin

Code: Select all

# CustomerUser1
  # (customer user ldap backend and settings)
  $Self->{CustomerUser} = {
  Module => 'Kernel::System::CustomerUser::LDAP',
  Params => {
      # ldap host
     Host => 'xxxx.com',
      # ldap base dn
      BaseDN => 'OU=xxxx,OU=xx,DC=xxxx,DC=com',
      # search scope (one|sub)
      SSCOPE => 'sub',
      # The following is valid but would only be necessary if the
      # anonymous user does NOT have permission to read from the LDAP tree
      UserDN => 'cn=ser_adminsd,OU=Users,OU=xxxx,OU=France,OU=xxxxxxx,OU=xxxx,DC=xxxxxx,DC=com',
      UserPw => 'xxxxxxx',
      AlwaysFilter => '(&(objectClass=user)(!(cn=test*))(!(cn=*admin*))(!(cn=adm*))(mail=*@*)(objectCategory=person)(!(userAccountControl:x.x.xx.xxxxxx.x.x.xxx:=2)(!(name=ser*))))',
      SourceCharset => 'utf-8',
      DestCharset => 'iso-8859-1',
    },
we don't use the database for the users because they use their Windows login
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Re: AJAX error after upgrade

Post by crythias »

SourceCharset => 'utf-8',
DestCharset => 'iso-8859-1',

and if you set them both to utf-8, what happens?
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Re: AJAX error after upgrade

Post by MargauxG »

Still got the Ajax error ... :(
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Re: AJAX error after upgrade

Post by crythias »

oh wait. Why are you showing Customer information?
Every time I want to select either the queue, the type, the service I get an error message :
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Re: AJAX error after upgrade

Post by MargauxG »

Why are you showing Customer information?
I don't understand, what do you call customer information ?...

I get the Ajax error in both the customer and the agent interfaces ...
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Re: AJAX error after upgrade

Post by crythias »

This is a global database issue.
You posted in this thread only CustomerUser information from Config.pm

Please post entire config.pm
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Re: AJAX error after upgrade

Post by MargauxG »

Here's the entire Config.pm file

Code: Select all

# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2010 xxx, http://otrs.org/
# --
# $Id: Config.pm.dist,v 1.23 2010/01/13 22:25:00 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
#  Note:
#
#  -->> OTRS does have a lot of config settings. For more settings
#       (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator,
#       LDAP, PostMaster, Session, Preferences, ...) see
#       Kernel/Config/Defaults.pm and copy your wanted lines into "this"
#       config file. This file will not be changed on update!
#
# --

package Kernel::Config;

sub Load {
    my $Self = shift;
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #         Start of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # database settings                                    #
    # ---------------------------------------------------- #
    # DatabaseHost
    # (The database host.)
    $Self->{DatabaseHost} = XXXSQL2012';
    # Database
    # (The database name.)
    $Self->{Database} = 'otrs_temp';
    # DatabaseUser
    # (The database user.)
    $Self->{DatabaseUser} = 'otrs';
    # DatabasePw
    # (The password of database user. You also can use bin/otrs.CryptPassword.pl
    # for crypted passwords.)
    $Self->{DatabasePw} = 'xxxxx';
    # DatabaseDSN
    # (The database DSN for MySQL ==> more: "man DBD::mysql")
    #$Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

    # (The database DSN for PostgreSQL ==> more: "man DBD::Pg")
    # if you want to use a local socket connection
#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";
    # if you want to use a tcpip connection
#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";

#$Self->{'DatabaseDSN'} = "DBI:ODBC:driver={SQL Server};Server=$Self->{DatabaseHost},1433;database=$Self->{Database}";
$Self->{DatabaseDSN} = "DBI:ODBC:OTRS_TEMP";
$Self->{'Database::Type'} = 'mssql';

    # ---------------------------------------------------- #
    # fs root directory
    # ---------------------------------------------------- #
    $Self->{Home} ='/opt/otrs';

    # ---------------------------------------------------- #
    # insert your own config settings "here"               #
    # config settings taken from Kernel/Config/Defaults.pm #
    # ---------------------------------------------------- #
    # $Self->{SessionUseCookie} = 0;
    # $Self->{CheckMXRecord} = 0;
$Self->{'LogModule'} = 'Kernel::System::Log::File';
$Self->{'LogModule::LogFile'} = '/opt/otrs/log/otrs.log';


 
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
   
$Self->{'Customer::AuthModule::LDAP::Params'} =  {
  'async' => '0',
  'port' => '389',
  'timeout' => '120',
  'version' => '3'
};
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} =  'xxxxx';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =  'cn=ser_adminsd,OU=Users,OU=XXX,OU=XXX,OU=XXXXX,OU=XXXXX,DC=xxxxxx,DC=com';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} =  'UID';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} =  'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::GroupDN'} =  'OU=XXXXXX,OU=XXXXX,DC=XXXXXX,DC=com';
$Self->{'Customer::AuthModule::LDAP::UID'} =  'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} =  'OU=XXXXXX,OU=XXXXX,DC=xxxxxx,DC=com';
$Self->{'Customer::AuthModule::LDAP::Host'} =  'xxxxxxx.com';

 # CustomerUser1
  # (customer user ldap backend and settings)
  $Self->{CustomerUser} = {
  Module => 'Kernel::System::CustomerUser::LDAP',
  Params => {
      # ldap host
     Host => 'xxxxx.com',
      # ldap base dn
      BaseDN => 'OU=xxxxxxx,OU=xxxxx,DC=xxxxx,DC=com',
      # search scope (one|sub)
      SSCOPE => 'sub',
      # The following is valid but would only be necessary if the
      # anonymous user does NOT have permission to read from the LDAP tree
      UserDN => 'cn=ser_adminsd,OU=Users,OU=xxxxxx,OU=xxxxx,OU=xxxxx,OU=xxxxx,DC=xxxxxxx,DC=com',
      UserPw => 'xxxxx',
      AlwaysFilter => '(&(objectClass=user)(!(cn=test*))(!(cn=*admin*))(!(cn=adm*))(mail=*@*)(objectCategory=person)(!(userAccountControl:x.x.xxx.xxxxxx.x.x.xxx:=2)(!(name=ser*))))',
      SourceCharset => 'utf-8',
      DestCharset => 'iso-8859-1',
    },
    # customer uniq id
    CustomerKey => 'sAMAccountName',
    # customer #
    CustomerID => 'mail',
    CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
    CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
    CustomerUserSearchPrefix => '',
    CustomerUserSearchSuffix => '*',
    CustomerUserSearchListLimit => 2500,
    CustomerUserPostMasterSearchFields => ['mail'],
    CustomerUserNameFields => ['givenname', 'sn'],
    Map => [
      # note: Login, Email and CustomerID needed!
      # var, frontend, storage, shown, required, storage-type
      [ 'UserSalutation', 'Title', 'l', 1, 0, 'var' ],
      [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
      [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
      [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
      [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
      [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 1, 0, 'var' ],
      [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
      [ 'UserAddress', 'Address', 'physicaldeliveryofficename', 1, 0, 'var' ],
      [ 'UserComment', 'Comment', 'mobile', 1, 0, 'var' ],
    ],
  };	





# Axsolu CTT Limite la liste des types de tickets lors de la creation
$Self->{TicketAcl}->{'ACL-Customer-Type'} = {
    Properties => {
        Frontend => {
           Action => ['CustomerTicketMessage'],
        },
    },
    Possible => {
        Ticket => {
            Type => ['Incident', 'Request/Change'],
         },
    },
};

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #
    # $DIBI$

    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #           End of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #

}

# ---------------------------------------------------- #
# needed system stuff (don't edit this)                #
# ---------------------------------------------------- #
use strict;
use warnings;

use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.23 $)[1];

use Kernel::Config::Defaults;
push (@ISA, 'Kernel::Config::Defaults');

# -----------------------------------------------------#

1;
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Re: AJAX error after upgrade

Post by crythias »

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Re: AJAX error after upgrade

Post by MargauxG »

the freetds should have taken care of that.

Code: Select all

#   $Id: freetds.conf,v 1.12 2007/12/25 06:02:36 jklowden Exp $
#
# This file is installed by FreeTDS if no file by the same 
# name is found in the installation directory.  
#
# For information about the layout of this file and its settings, 
# see the freetds.conf manpage "man freetds.conf".  

# Global settings are overridden by those in a database
# server specific section
[global]
        # TDS protocol version
;	tds version = 4.2
tds version = 8.0
client charset = UTF-8
	# Whether to write a TDSDUMP file for diagnostic purposes
	# (setting this to /tmp is insecure on a multi-user system)
;	dump file = /tmp/freetds.log
;	debug flags = 0xffff

	# Command and connection timeouts
;	timeout = 10
;	connect timeout = 10
	
	# If you get out-of-memory errors, it may mean that your client
	# is trying to allocate a huge buffer for a TEXT field.  
	# Try setting 'text size' to a more reasonable limit 
	text size = 64512

# A typical Sybase server
[egServer50]
	host = symachine.domain.com
	port = 5000
	tds version = 5.0

# A typical Microsoft server
[OTRS_TEMP]
	host = XXXX2012
	port = 1433
	tds version = 7.0
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Re: AJAX error after upgrade

Post by crythias »

I may be just unable to assist you then. I'm sorry for the inconvenience.
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Re: AJAX error after upgrade

Post by MargauxG »

ok, thank you anyway.
i'll try to rebuild the database. Maybe something went wrong during the migration.
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Re: AJAX error after upgrade

Post by MargauxG »

UPDATE :
I retry the upgrade (3.0.11 => 3.1.1).
the database seems to have migrated just fine. When connecting to the agent web interface and creating a ticket, everything works. But, when I change the default services for the customers, everything goes to hell, the Ajax error reappears ...
So, I'm thinking it's not the utf-8 encodage issue but something else. But I certainly don't know why changing default services could create this error.
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Re: AJAX error after upgrade

Post by crythias »

somehow, there's a service that has a UTF problem. Either this is directly a problem in the database or is a problem with translation.
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Re: AJAX error after upgrade

Post by MargauxG »

I found it. Apparently a "space" wasn't encoded correctly.
Thank you for your help !
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