Error after upgrade from Znuny 6.4 to 6.5.8 LTS

[Freakezoid]

Hello,

after an upgrade from znuny 6.4.5 to 6.5.8, I receive the following errors when I try to close tickets or use the free fields dialog.
Even when I click on the SLA or Services Admin area I receive an internal server error:

CentOS 7.9.2009
perl-5.16.3-299.el7_9.x86_64
znuny-6.5.8-01.noarch RPM
mariadb-5.5.68-1.el7.x86_64

httpd error_log:
[Mon Jun 3 11:40:57 2024] -e: Use of uninitialized value $Service{"CurInciStateType"} in hash element at /opt/otrs//Kernel/Output/HTML/FilterElementPost/ITSMIncidentProblemManagement.pm line 86.
[Mon Jun 3 11:40:57 2024] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Output/HTML/FilterElementPost/ITSMIncidentProblemManagement.pm line 86.

httpd ssl_error_log:
[Mon Jun 03 11:00:26.311288 2024] [:error] [pid 104116] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AdminService.pm line 28.\n
[Mon Jun 03 11:12:51.311578 2024] [:error] [pid 102518] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentTicketActionCommon.pm line 38.\n
[Mon Jun 03 11:41:07.670905 2024] [:error] [pid 101964] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentTicketActionCommon.pm line 38.\n
[Mon Jun 03 12:18:06.291099 2024] [:error] [pid 103785] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AdminSLA.pm line 29.\n

[otrs]$ bin/otrs.Console.pl Admin::Config::ListInvalid
All settings are valid.

Currently, I'm not able to close tickets. We have Services and SLAs defined.
Now I need help so solve the error. All Packages are updated to 6.5.x

Kind regards

Frank Eichhorn

[root]

Hi,

Have you updated all add-ons? Have you executed the migration script?

- Roy

[Freakezoid]

Hello Roy,

Yes, all add-ons are updated. I used the upgrade all function for that.
Migration Script was executed, had to do a second run after an error about a missing state that is localized in our system.
I was able to fix it with the otrs.Console and FixInvalid function.

Any clue what's the root of the issue? Any additional debug that I can run to get more data?

Kind regards

Frank Eichhorn

[root]

Hi,

Had you stopped the webserver during the update?

- Roy

[Freakezoid]

Hi Roy,

yes the webserver was stopped during the update. No other users were active at the time of the update.
I followed the update steps for the Znuny 6.5 update.

Can I do something like reinstalling the rpm?

Kind regards

Frank Eichhorn

[root]

Hi,

Reinstalling the RPM won't change thins. I would restart the webserver. The error looks similar when someone update add-ons without restarting the web server.

- Roy

[Freakezoid]

Hi Roy,

thanks, I did a webserver restart now.
I did an os level reboot after the update due to new kernel version.

After the restart of the httpd, there are still "Internal Server Error" messages for Admin Services and SLA Config and Ticket Actions (Clicked on Close and tried Free Fields Dialog)

httpd: ssl_error_log
[Mon Jun 03 16:11:04.156048 2024] [:error] [pid 112794] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AdminService.pm line 28.\n
[Mon Jun 03 16:11:14.497352 2024] [:error] [pid 112800] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AdminSLA.pm line 29.\n
[Mon Jun 03 16:11:57.177358 2024] [:error] [pid 112785] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentTicketActionCommon.pm line 38.\n
[Mon Jun 03 16:12:01.156053 2024] [:error] [pid 112791] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentTicketActionCommon.pm line 38.\n

The other error messages from the error_log are gone.

Kind regards

Frank Eichhorn

[root]

Hi,

The stack trace from the error log will provide more information.

- Roy

[Freakezoid]

Hi Roy,

I tested around and found that, if I use the Services Tab in the Agent View I can see the Services and SLAs that are created.
But if I use the Admin Panel and try to configure the Services or SLA I receive a "Internal Server Error".

I found the following errors after using the Services Tab in the httpd error_log:
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.
[Mon Jun 3 16:51:57 2024] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Modules/AgentITSMService.pm line 66.

One line per defined Service. When I click on one of the Services I will receive the following error:

httpd: error_log
[Mon Jun 3 16:55:28 2024] -e: Use of uninitialized value $Service{"CurInciStateType"} in hash element at /opt/otrs//Kernel/Modules/AgentITSMServiceZoom.pm line 193.

Does it probably help to do a Package Reinstall for the ITSM Add-on via otrs.Console and stopped webserver?

Kind regards

Frank Eichhorn

[Freakezoid]

The stack trace from the error log will provide more information.

You mean the httpd error log? There are no additional messages in the error_log or ssl_error_log files.

Kind regards

Frank Eichhorn