Getting error while replying to email in OTRS

[msksharma]

Hi,

We are getting this error as per attachment while replying to a email sent by customer in OTRS.

When i checked the logs i see the following errors

[Mon Sep 7 18:01:46 2015] -e: Use of uninitialized value in numeric gt (>) at /opt/otrs//Kernel/System/DynamicField/Driver/TextArea.pm line 249.
[Mon Sep 7 18:01:46 2015] -e: Use of uninitialized value $Param{"Value2"} in string eq at /opt/otrs//Kernel/System/DynamicField/Driver/Base.pm line 33.

Our OTRS version is 3.3.3

This happens mainly when a Linux user connects via VPN. This error does not come when he is in the Office LAN. And the problem does not happen for Windows clients.

The Linux clients are mainly Ubuntu and they use openconnect package which is the default.

Kindly advise.

[reneeb]

Those two messages are warnings and not errors. They *should* not result in an Internal Server Error... Are there any other messages in the apache log?

[msksharma]

Hi,

These are the common error messages in error.log

[Tue Sep 08 07:26:52 2015] [error] [client 10.0.1.3] File does not exist: /opt/otrs/var/httpd/htdocs/images
[Tue Sep 08 07:26:52 2015] [error] [client 10.0.1.3] File does not exist: /opt/otrs/var/httpd/htdocs/images
[Tue Sep 08 07:26:52 2015] [error] [client 10.0.1.3] File does not exist: /opt/otrs/var/httpd/htdocs/images
[Tue Sep 08 07:27:01 2015] [error] [client 10.0.1.3] File does not exist: /opt/otrs/var/httpd/htdocs/favicon.ico
[Tue Sep 08 07:27:01 2015] [error] [client 10.0.1.3] File does not exist: /opt/otrs/var/httpd/htdocs/favicon.ico


[Tue Sep 8 07:29:08 2015] -e: Use of uninitialized value in numeric gt (>) at /opt/otrs//Kernel/System/DynamicField/Driver/TextArea.pm line 249.
[Tue Sep 8 07:29:08 2015] -e: Use of uninitialized value $Param{"Value2"} in string eq at /opt/otrs//Kernel/System/DynamicField/Driver/Base.pm line 33.
[Tue Sep 8 07:33:19 2015] -e: Use of uninitialized value in numeric gt (>) at /opt/otrs//Kernel/System/DynamicField/Driver/TextArea.pm line 249.
[Tue Sep 8 07:33:19 2015] -e: Use of uninitialized value $Param{"Value2"} in string eq at /opt/otrs//Kernel/System/DynamicField/Driver/Base.pm line 33.
[Tue Sep 8 07:37:44 2015] -e: Use of uninitialized value in numeric gt (>) at /opt/otrs//Kernel/System/DynamicField/Driver/TextArea.pm line 249.
[Tue Sep 8 07:37:44 2015] -e: Use of uninitialized value $Param{"Value2"} in string eq at /opt/otrs//Kernel/System/DynamicField/Driver/Base.pm line 33.
[Tue Sep 08 07:39:56 2015] [error] [client 10.0.224.51] File does not exist: /opt/otrs/var/httpd/htdocs/images, referer: http://otrs.toradex.int/otrs/index.pl?A ... eID=0;View
=Small;Filter=All;;SortBy=Changed;OrderBy=Down

[EXG133]

I misread your post, sorry. I don't see anything that would indicate a 500..
Since you're getting 'file does not exist' try running otrs.SetPermissions.pl with the correct user & group for your setup. Please make sure you doublecheck that all accounts are set up correctly with sufficient rights if you haven't run this script before.

[msksharma]

Hi,

If the error is due to the missing files, the user should get the error elsewhere. But here, it is happening only when the client is a linux and it uses VPN to access the OTRS URL.

It is working for the same user when he is on LAN, A Windows user too does not have the problem.

BTW, i checked and the folder images is missing in otrs. We have not deleted before. How do we receate them?

Thanks,
Krishna M S

[crythias]

File does not exist is not generally a 500 error.