Random Missing Info

[neiltui]

I'm having a problem with an installation of OTRS 5.0.4 that I'm hoping someone can help me with. My organization is evaluating ticketing systems, so I'm hoping to get this resolved, because OTRS seems like the best candidate.

There is weird random behavior that I'm having problems troubleshooting. I'm an admin, and sometimes when I log in with my account I get what I expect to see (tickets in the dashboard, admin tab), but other times I only see the tickets (no admin tab), or sometimes I don't even see any tickets or admin tab. It seems like when I log in successfully, and then log out and back in I missing the information. The admin tab shows up again after I log back in again, but sometimes the tickets don't appear in the dashboard until I click on the tickets queue view and then back to the dashboard.

I'm a bit confused by this behavior. I'd like to get this resolved soon, because my bosses are considering a horrible Windows solution. I'll reinstall it if I have to, if it will fix the problem.

[jojo]

might be a caching issue (in your browser or in OTRS)

How did you set up OTRS?

For me OTRS is running without issues.

[neiltui]

OTRS is installed on a CentOS7 server running Apache and MariaDB. I just did a yum install from the ftp site. I have been experimenting with Package Manager in the Admin page a bit. I've uninstalled almost all of the packages I've tried so far. I'm starting to lean towards just reinstalling OTRS.

I'm also getting messages in /var/log/messages:

Dec 2 11:20:10 bi-sssdcentos7 OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-60[32661]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Debug: Config.pm ->Get('FQDN') --> myserver.com

Dec 2 11:05:09 bi-sssdcentos7 OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-60[32607]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::Stats::Dashboard::Generate: Debug: Config.pm ->Get('FQDN') --> myserver.com

Dec 2 11:01:08 bi-sssdcentos7 OTRS-otrs.Console.pl-Maint::SupportData::CollectAsynchronous-60[32590]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::SupportData::CollectAsynchronous: Debug: Config.pm ->Get('SessionModule') --> Kernel::System::AuthSession::DB

Running these using otrs.Console.pm doesn't seem to produce any errors. I don't know if these are even relevant with debugging turned on.

[jojo]

no, these errors seems not to be the cause for this issue.

For testing you could also use the trial of the managed solution: https://www.otrs.com/solutions/managed-otrs/

[neiltui]

I renamed the old otrs directory and copied a fresh install with the old Config.pm, and I'm still having this issue. The stats window is sometimes blank too. Maybe my Config.pm is causing a problem, because that is the only thing left from the original aside from the database?

[neiltui]

I installed a new instance and the same thing is happening. I did find an error in my apache logs.

[Mon Dec 7 12:09:25 2015] -e: DBD::mysql::db do failed: Cannot add or update a child row: a for
eign key constraint fails (`otrs2`.`group_user`, CONSTRAINT `FK_group_user_group_id_id` FOREIGN
KEY (`group_id`) REFERENCES `groups` (`id`)) at /opt/otrs//Kernel/System/DB.pm line 449.
Debug: Config.pm ->Get('LogModule::SysLog::Charset') --> utf-8
ERROR: OTRS-CGI-38 Perl: 5.16.3 OS: linux Time: Mon Dec 7 12:09:25 2015

Message: Cannot add or update a child row: a foreign key constraint fails (`otrs2`.`group_user`
, CONSTRAINT `FK_group_user_group_id_id` FOREIGN KEY (`group_id`) REFERENCES `groups` (`id`)), S
QL: 'INSERT INTO group_user (user_id, group_id, permission_key, permission_value, create_time, c
reate_by, change_time, change_by) VALUES (?, ?, ?, ?,
'2015-12-07 12:09:25'
, ?,
'2015-12-07 12:09:25'
, ?)'

RemoteAddress: 130.126.126.110
RequestURI: /otrs/index.pl

Traceback (29504):
Module: Kernel::System::Group::PermissionGroupUserAdd Line: 1195
Module: Kernel::System::Auth::Sync::LDAP::Sync Line: 567
Module: Kernel::System::Auth::Auth Line: 219
Module: Kernel::System::Web::InterfaceAgent::Run Line: 226
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
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

[neiltui]

The previous post was a red herring. I had a couple groups synching that didn't exist in this new database. I think I'm just going to abandon 5 and go back to 4. OTRS 5 just seems to flakey. At least 4 seemed to work fine.

[jojo]

it seems that you have some issues with your database. Perhaps one of your updates failed or somebody screwed the database

[neiltui]

I reinstalled from scratch with a new database, so I'm not sure what's going on. The only thing that stayed the same is the Config.pm file. It was a pain to get that configured, so I really didn't want to start that over.

[neiltui]

Using the same Config.pm I installed OTRS 4, and it doesn't seem to have this problem. I would be happy to submit my Config.pm (sans sensitive data) if that would help make OTRS 5 more stable.