[SOLVED] Bulk ticket update error post 5.0.5-01 update

[jbelliveau]

Hello,

I have completed an update to the latest version and upgraded all installed packages to the latest release. Now when we attempt to do a bulk update of tickets we receive a Internal Server error.

I think I should start uninstalling packages to see if I can trace down the problem there - but if I do - will I lose any info related to that package??

Here is some more information:

Installed version:

Code: Select all

[root@~ httpd]# rpm -qa | grep otrs
otrs-5.0.5-01.noarch

error_log:

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[Mon Jan 11 10:41:17 2016] [error] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentTicketBulk.pm line 32.\n

/opt/otrs//Kernel/Modules/AgentTicketBulk.pm:
   # check all needed objects
   for my $Needed (qw(ParamObject DBObject QueueObject LayoutObject ConfigObject LogObject)) {
        if ( !$Self->{$Needed} ) {
            $Self->{LayoutObject}->FatalError( Message => "Got no $Needed!" );
        }
    }

Installed package versions:

Code: Select all

[root@~ httpd]# /opt/otrs/bin/otrs.Console.pl Admin::Package::List --allow-root
Listing all installed packages...
| Name:        FAQ
| Version:     5.0.2
+----------------------------------------------------------------------------+
| Name:        GeneralCatalog
| Version:     5.0.5
+----------------------------------------------------------------------------+
| Name:        ImportExport
| Version:     5.0.5
+----------------------------------------------------------------------------+
| Name:        ITSM
| Version:     5.0.5
+----------------------------------------------------------------------------+
| Name:        ITSMChangeManagement
| Version:     5.0.5
+----------------------------------------------------------------------------+
| Name:        ITSMConfigurationManagement
| Version:     5.0.5
+----------------------------------------------------------------------------+
| Name:        ITSMCore
| Version:     5.0.5
+----------------------------------------------------------------------------+
| Name:        ITSMIncidentProblemManagement
| Version:     5.0.5
+----------------------------------------------------------------------------+
| Name:        ITSMServiceLevelManagement
| Version:     5.0.5
+----------------------------------------------------------------------------+
| Name:        OTRSMasterSlave
| Version:     5.0.1
+----------------------------------------------------------------------------+
| Name:        Survey
| Version:     5.0.1
+----------------------------------------------------------------------------+
| Name:        SystemMonitoring
| Version:     5.0.1
+----------------------------------------------------------------------------+
| Name:        TimeAccounting
| Version:     5.0.1
+----------------------------------------------------------------------------+

Thank you for any help.

[jnelson]

I would suspect a ticket in a faulty state in the database and it's causing errors in the bulk action. Try doing smaller quantities. Can you do bulk action on just two tickets? Try executing in smaller quantities to see if you can narrow it down to one ticket causing the problem.

[jbelliveau]

I would suspect a ticket in a faulty state in the database and it's causing errors in the bulk action. Try doing smaller quantities. Can you do bulk action on just two tickets? Try executing in smaller quantities to see if you can narrow it down to one ticket causing the problem.

Thanks for the reply. I have tried a few things using the "Bulk" feature - it fails when even executing against a single random ticket. There appears to be no pattern of ticket as I have tried a few of varying state/content.

[jbelliveau]

Solved.

I made two changes that could have fixed the system but I believe #2 is likely:
1) Removed three extensions - Survey, TimeAccounting and SystemMonitoring
2) Issued rpm -Uvh --replacepkgs otrs-5.0.5-01.noarch.rpm

I am in the process of running a diff against the perl modules to determine if #2 was indeed the fix.