Need Module! - Error when opening the dashboard.

HelpdeskMan · Post by **HelpdeskMan** » 02 Sep 2024, 10:31

Hi,

I recently migrated an OTRS 4 install to Znuny 6.5.10, including upgrading from Ubuntu 16 to 22.04 - was an internal system used by staff.

Everything went fairly smoothly, but one error has cropped up and I can't for the life of me figure it out.

When you go to "dashboard" the page loads fine, no errors are shown on the page or in the Dev console (F12). However, the apache log records the following:

Code: Select all

ERROR: OTRS-CGI-10 Perl: 5.34.0 OS: linux Time: Mon Sep 2 09:09:46 2024

 Message: Need module!

 RemoteAddress: 192.168.0.2
 RequestURI: /otrs/index.pl?Action=AgentDashboard

 Traceback (1880345):
   Module: Kernel::System::Main::Require Line: 77
   Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 910
   Module: Kernel::Modules::AgentDashboardCommon::Run Line: 629
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1144
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 39
   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

ERROR: OTRS-CGI-10 Perl: 5.34.0 OS: linux Time: Mon Sep 2 09:09:46 2024

 Message: Need module!

 RemoteAddress: 192.168.0.2
 RequestURI: /otrs/index.pl?Action=AgentDashboard

 Traceback (1880345):
   Module: Kernel::System::Main::Require Line: 77
   Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 910
   Module: Kernel::Modules::AgentDashboardCommon::Run Line: 629
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1144
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 39
   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

It doesn't appear to affect the operation of the ticketing system, I'd like to resolve it to prevent the log file getting needlessly filled up - and it could be impacting performance overall?

Daemon Summary

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su -c "/opt/otrs/bin/otrs.Console.pl Maint::Daemon::Summary" -s /bin/bash otrs

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Gathering summary for all daemons...

  System configuration sync:
    Daemon is active.

  Tasks to be executed in future:
    There are currently no tasks to be executed in future.

  Recurrent cron tasks:
  +---------------------------------+---------------------+-------------+---------------+---------------------+
  | Name                            | Last Execution      | Last Status | Last Duration | Next Execution      |
  +---------------------------------+---------------------+-------------+---------------+---------------------+
  | ArticleSearchIndexRebuild       | 2024-09-02 09:14:00 | Success     | < 1 Second    | 2024-09-02 09:15:00 |
  | CalendarTicketCreate            | 2024-09-02 09:14:00 | Success     | < 1 Second    | 2024-09-02 09:16:00 |
  | CalendarTicketCreateCleanup     | 2024-09-02 03:00:00 | Success     | < 1 Second    | 2024-09-03 03:00:00 |
  | CommunicationLogDelete          | 2024-09-02 04:00:00 | Success     | < 1 Second    | 2024-09-03 04:00:00 |
  | ConfigurationDeploymentCleanup  | 2024-09-01 01:40:00 | Success     | 3.0 Second(s) | 2024-09-08 01:40:00 |
  | CoreCacheCleanup                | 2024-09-01 01:20:00 | Success     | 8.2 Minute(s) | 2024-09-08 01:20:00 |
  | EscalationCheck                 | 2024-09-02 09:10:00 | Success     | 1.0 Second(s) | 2024-09-02 09:15:00 |
  | GenerateDashboardStats          | 2024-09-02 09:05:00 | Success     | 3.0 Second(s) | 2024-09-02 10:05:00 |
  | GenericInterfaceDebugLogCleanup | 2024-09-02 04:02:00 | Success     | < 1 Second    | 2024-09-03 04:02:00 |
  | ITSMChangesCheck                | 2024-09-02 09:10:00 | Success     | 1.0 Second(s) | 2024-09-02 09:20:00 |
  | LoaderCacheDelete               | 2024-09-01 01:30:00 | Success     | 1.0 Second(s) | 2024-09-08 01:30:00 |
  | MailAccountFetch                | 2024-09-02 09:10:00 | Success     | 8.0 Second(s) | 2024-09-02 09:20:00 |
  | MailQueueSend                   | 2024-09-02 09:14:00 | Success     | < 1 Second    | 2024-09-02 09:15:00 |
  | RebuildEscalationIndex          | 2024-09-02 09:12:00 | Success     | < 1 Second    | 2024-09-02 09:16:00 |
  | RenewCustomerSMIMECertificates  | 2024-09-02 03:02:00 | Success     | < 1 Second    | 2024-09-03 03:02:00 |
  | SessionDeleteExpired            | 2024-09-02 07:55:00 | Success     | < 1 Second    | 2024-09-02 09:55:00 |
  | SpoolMailsReprocess             | 2024-09-02 01:10:00 | Success     | 1.0 Second(s) | 2024-09-03 01:10:00 |
  | SupportDataCollectAsynchronous  | 2024-09-02 09:01:00 | Success     | < 1 Second    | 2024-09-02 10:01:00 |
  | TicketAcceleratorRebuild        | 2024-09-02 02:01:00 | Success     | < 1 Second    | 2024-09-03 02:01:00 |
  | TicketDraftDeleteExpired        | 2024-09-02 08:55:00 | Success     | < 1 Second    | 2024-09-02 09:55:00 |
  | TicketNumberCounterCleanup      | 2024-09-02 09:10:00 | Success     | 1.0 Second(s) | 2024-09-02 09:20:00 |
  | TicketPendingCheck              | 2024-09-02 07:45:00 | Success     | 1.0 Second(s) | 2024-09-02 09:45:00 |
  | TicketUnlockTimeout             | 2024-09-02 08:35:00 | Success     | < 1 Second    | 2024-09-02 09:35:00 |
  | WebUploadCacheCleanup           | 2024-09-02 08:46:00 | Success     | < 1 Second    | 2024-09-02 09:46:00 |
  | ReindexSMIMECertificates        | 2024-09-02 03:02:00 | Success     | < 1 Second    | 2024-09-03 03:02:00 |
  +---------------------------------+---------------------+-------------+---------------+---------------------+

  Recurrent generic agent tasks:
  +---------------------------------------------------+---------------------+-------------+---------------+---------------------+
  | Name                                              | Last Execution      | Last Status | Last Duration | Next Execution      |
  +---------------------------------------------------+---------------------+-------------+---------------+---------------------+
  | Archive tickets                                   | 2024-09-02 02:00:00 | Success     | 3.0 Second(s) | 2024-09-03 02:00:00 |
  | Close stock tickets                               | 2024-09-02 01:00:00 | Success     | < 1 Second    | 2024-09-03 01:00:00 |
  | Delete tickets from the Junk queue after 2 months | 2024-09-02 01:00:00 | Success     | < 1 Second    | 2024-09-03 01:00:00 |
  +---------------------------------------------------+---------------------+-------------+---------------+---------------------+

  Unhandled Worker Tasks:
    There are currently no tasks waiting to be executed.

  Handled Worker Tasks:
    There are currently no tasks being executed.

Done.

Upgrade Packages

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su -c "bin/otrs.Console.pl Admin::Package::UpgradeAll" -s /bin/bash otrs

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Fetching online repositories...
  Freebie Features... Done
  Znuny Open Source Add-ons... Done
  Znuny::ITSM... Done
  Znuny::ITSM Bundle... Done

Upgrading installed packages...
  All installed packages are already at their latest versions.

Done.

Checking Modules

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/opt/otrs/bin/otrs.CheckModules.pl --all

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o Apache::DBI......................ok (v1.12)
  o Apache2::Reload..................ok (v0.13)
  o Archive::Tar.....................ok (v2.38)
  o Archive::Zip.....................ok (v1.68)
  o Authen::SASL.....................ok (v2.16)
  o CPAN::Audit......................ok (v0.15)
  o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)
  o Crypt::JWT.......................ok (v0.035)
  o Crypt::OpenSSL::X509.............ok (v2.0.1)
  o CSS::Minifier::XS................ok (v0.13)
  o Data::UUID.......................ok (v1.0602)
  o Date::Format.....................ok (v2.24)
  o DateTime.........................ok (v1.55)
    o DateTime::TimeZone.............ok (v2.51)
  o DBI..............................ok (v1.643)
  o DBD::mysql.......................ok (v4.050)
  o DBD::ODBC........................Not installed! To install, you can use: 'apt-get install -y libdbd-odbc-perl'. (optional - Required to connect to a MS-SQL database.)
  o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)
  o DBD::Pg..........................Not installed! To install, you can use: 'apt-get install -y libdbd-pg-perl'. (optional - Required to connect to a PostgreSQL database.)
  o Digest::SHA......................ok (v6.02)
  o Encode::HanExtra.................ok (v0.23)
  o Excel::Writer::XLSX..............ok (v0.95)
  o Hash::Merge......................ok (v0.302)
  o iCal::Parser.....................ok (v1.21)
  o IO::Socket::SSL..................ok (v2.074)
  o JavaScript::Minifier::XS.........ok (v0.15)
  o Jq...............................ok (v0.01)
  o JSON::XS.........................ok (v4.03)
  o List::Util::XS...................ok (v1.55)
  o LWP::UserAgent...................ok (v6.53)
  o Mail::IMAPClient.................ok (v3.43)
    o IO::Socket::SSL................ok (v2.074)
    o Authen::NTLM...................ok (v1.09)
  o ModPerl::Util....................ok (v2.000012)
  o Moo..............................ok (v2.005004)
  o Net::DNS.........................ok (v1.33)
  o Net::LDAP........................ok (v0.68)
  o Net::LDAP::Constant..............ok (v0.24)
  o Net::SMTP........................ok (v3.13)
  o Spreadsheet::XLSX................ok (v0.17)
  o Template.........................ok (v2.27)
  o Template::Stash::XS..............ok (undef)
  o Text::Diff::FormattedHTML........ok (v0.08)
  o Text::CSV_XS.....................ok (v1.47)
  o Time::HiRes......................ok (v1.9767)
  o Time::Piece......................ok (v1.3401)
  o XML::LibXML......................ok (v2.0134)
  o XML::LibXSLT.....................ok (v1.99)
  o XML::Parser......................ok (v2.46)
  o YAML::XS.........................ok (v0.83)

Bundled modules:

  o Algorithm::Diff..................ok (v1.1903)
  o Apache::DBI......................ok (v1.12)
  o CGI..............................ok (v4.36)
  o CSS::Minifier....................ok (v0.01)
  o Class::Inspector.................ok (v1.31)
  o Crypt::PasswdMD5.................ok (v1.40)
  o Crypt::Random::Source............ok (v0.14)
  o Email::Valid.....................ok (v1.202)
  o Encode::Locale...................ok (v1.05)
  o Exporter::Tiny...................ok (v1.002001)
  o IO::Interactive..................ok (v1.022)
  o JSON.............................ok (v2.94)
  o JSON::PP.........................ok (v2.27203)
  o JavaScript::Minifier.............ok (v1.15)
  o LWP..............................ok (v6.53)
  o Linux::Distribution..............ok (v0.23)
  o Locale::Codes....................ok (v3.52)
  o MIME::Tools......................ok (v5.509)
  o Mail::Address....................ok (v2.18)
  o Mail::Internet...................ok (v2.18)
  o Math::Random::ISAAC..............ok (v1.004)
  o Math::Random::Secure.............ok (v0.080001)
  o Module::Find.....................ok (v0.15)
  o Module::Refresh..................ok (v0.17)
  o Moo..............................ok (v2.005004)
  o Mozilla::CA......................ok (v20211001)
  o Net::HTTP........................ok (v6.17)
  o Net::IMAP::Simple................ok (v1.2209)
  o Net::SSLGlue.....................ok (v1.058)
  o PDF::API2........................ok (v2.033)
  o SOAP::Lite.......................ok (v1.20)
  o Sisimai..........................ok (vv4.25.16)
  o Sys::Hostname::Long..............ok (v1.5)
  o Text::CSV........................ok (v1.95)
  o Text::Diff.......................ok (v1.44)
  o Types::TypeTiny..................ok (v1.010000)
  o URI..............................ok (v1.71)
  o YAML.............................ok (v1.23)
  o namespace::clean.................ok (v0.27)
  o parent...........................ok (v0.236)

List Invalid Settings

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su -c "bin/otrs.Console.pl Admin::Config::ListInvalid" -s /bin/bash otrs

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All settings are valid.

System Cleanup

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su -c "bin/otrs.Console.pl Maint::Config::Rebuild --cleanup" -s /bin/bash otrs

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Rebuilding the system configuration...
Done.

Export Config

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---
Modified:
  AgentLoginLogo:
    ChangeBy: 30
    ChangeTime: 2024-08-22 20:49:55
    CreateBy: 30
    CreateTime: 2024-08-22 20:31:55
    DefaultID: 31
    EffectiveValue:
      StyleHeight: 400px
      URL: ''
    IsDirty: 0
    IsValid: 1
    ModifiedID: '13'
    Name: AgentLoginLogo
    ResetToDefault: 0
    SettingUID: Modified1320240822204955
    TargetUserID: ~
    UserModificationActive: 0
  AgentLogo:
    ChangeBy: 30
    ChangeTime: 2024-08-22 20:25:51
    CreateBy: 30
    CreateTime: 2024-08-22 20:25:51
    DefaultID: 32
    EffectiveValue:
      StyleHeight: 55px
      StyleRight: 15px
      StyleTop: 24px
      StyleWidth: 265px
      URL: skins/Agent/default/img/logo.png
    IsDirty: 0
    IsValid: 1
    ModifiedID: '12'
    Name: AgentLogo
    ResetToDefault: 0
    SettingUID: Modified1220240822202551
    TargetUserID: ~
    UserModificationActive: 0
  CustomerHeadline:
    ChangeBy: 30
    ChangeTime: 2024-08-27 11:44:54
    CreateBy: 30
    CreateTime: 2024-08-27 11:44:54
    DefaultID: 181
    EffectiveValue: HelpDeskMan
    IsDirty: 0
    IsValid: 1
    ModifiedID: '21'
    Name: CustomerHeadline
    ResetToDefault: 0
    SettingUID: Modified2120240827114454
    TargetUserID: ~
    UserModificationActive: 0
  Daemon::SchedulerTaskWorker::NotificationRecipientEmail:
    ChangeBy: 30
    ChangeTime: 2024-08-27 12:43:47
    CreateBy: 30
    CreateTime: 2024-08-27 12:13:46
    DefaultID: 278
    EffectiveValue: otrs-admin@example.com
    IsDirty: 0
    IsValid: 1
    ModifiedID: '23'
    Name: Daemon::SchedulerTaskWorker::NotificationRecipientEmail
    ResetToDefault: 0
    SettingUID: Modified2320240827124347
    TargetUserID: ~
    UserModificationActive: 0
  DashboardBackend###0398-FAQ-LastChange:
    ChangeBy: 1
    ChangeTime: 2024-08-22 17:29:45
    CreateBy: 1
    CreateTime: 2024-08-22 17:29:45
    DefaultID: 2004
    EffectiveValue:
      Group: faq
    IsDirty: 0
    IsValid: 1
    ModifiedID: '6'
    Name: DashboardBackend###0398-FAQ-LastChange
    ResetToDefault: 0
    SettingUID: Modified620240822172945
    TargetUserID: ~
    UserModificationActive: 0
  DashboardBackend###0399-FAQ-LastCreate:
    ChangeBy: 1
    ChangeTime: 2024-08-22 17:29:45
    CreateBy: 1
    CreateTime: 2024-08-22 17:29:45
    DefaultID: 2005
    EffectiveValue:
      Group: faq
    IsDirty: 0
    IsValid: 1
    ModifiedID: '7'
    Name: DashboardBackend###0399-FAQ-LastCreate
    ResetToDefault: 0
    SettingUID: Modified720240822172945
    TargetUserID: ~
    UserModificationActive: 0
  FAQ::ApprovalGroup:
    ChangeBy: 1
    ChangeTime: 2024-08-22 17:29:45
    CreateBy: 1
    CreateTime: 2024-08-22 17:29:45
    DefaultID: 2009
    EffectiveValue: faq_approval
    IsDirty: 0
    IsValid: 1
    ModifiedID: '8'
    Name: FAQ::ApprovalGroup
    ResetToDefault: 0
    SettingUID: Modified820240822172945
    TargetUserID: ~
    UserModificationActive: 0
  FAQ::ApprovalTicketType:
    ChangeBy: 1
    ChangeTime: 2024-08-22 17:53:49
    CreateBy: 1
    CreateTime: 2024-08-22 17:53:49
    DefaultID: 2016
    EffectiveValue: Service Request
    IsDirty: 0
    IsValid: 1
    ModifiedID: '9'
    Name: FAQ::ApprovalTicketType
    ResetToDefault: 0
    SettingUID: Modified920240822175349
    TargetUserID: ~
    UserModificationActive: 0
  OTRSTimeZone:
    ChangeBy: 1
    ChangeTime: 2024-08-22 15:02:51
    CreateBy: 1
    CreateTime: 2024-08-22 15:02:51
    DefaultID: 942
    EffectiveValue: Europe/London
    IsDirty: 0
    IsValid: 1
    ModifiedID: '1'
    Name: OTRSTimeZone
    ResetToDefault: 0
    SettingUID: Modified120240822150251
    TargetUserID: ~
    UserModificationActive: 0
  OpenMainMenuOnHover:
    ChangeBy: 30
    ChangeTime: 2024-08-30 11:01:37
    CreateBy: 30
    CreateTime: 2024-08-30 11:01:37
    DefaultID: 944
    EffectiveValue: '1'
    IsDirty: 1
    IsValid: 1
    ModifiedID: '29'
    Name: OpenMainMenuOnHover
    ResetToDefault: 0
    SettingUID: Modified2920240830110137
    TargetUserID: ~
    UserModificationActive: 0
  Package::RepositoryList:
    ChangeBy: 1
    ChangeTime: 2024-08-22 19:10:04
    CreateBy: 1
    CreateTime: 2024-08-22 19:09:55
    DefaultID: 973
    EffectiveValue:
    - AuthHeaderKey: ''
      AuthHeaderValue: ''
      Name: Znuny::ITSM Bundle
      URL: https://download.znuny.org/releases/itsm/bundle6x/
    - AuthHeaderKey: ''
      AuthHeaderValue: ''
      Name: Znuny::ITSM
      URL: https://download.znuny.org/releases/itsm/packages6x/
    IsDirty: 0
    IsValid: 1
    ModifiedID: '10'
    Name: Package::RepositoryList
    ResetToDefault: 0
    SettingUID: Modified1020240822191004
    TargetUserID: ~
    UserModificationActive: 0
  PerformanceLog:
    ChangeBy: 30
    ChangeTime: 2024-08-30 11:04:11
    CreateBy: 30
    CreateTime: 2024-08-30 10:59:54
    DefaultID: 977
    EffectiveValue: 0
    IsDirty: 0
    IsValid: 1
    ModifiedID: '28'
    Name: PerformanceLog
    ResetToDefault: 0
    SettingUID: Modified2820240830110411
    TargetUserID: ~
    UserModificationActive: 0
  PostMasterMaxEmailSize:
    ChangeBy: 30
    ChangeTime: 2024-08-23 15:19:12
    CreateBy: 30
    CreateTime: 2024-08-23 15:13:52
    DefaultID: 1008
    EffectiveValue: '40000'
    IsDirty: 0
    IsValid: 1
    ModifiedID: '18'
    Name: PostMasterMaxEmailSize
    ResetToDefault: 0
    SettingUID: Modified1820240823151912
    TargetUserID: ~
    UserModificationActive: 0
  PostmasterDefaultQueue:
    ChangeBy: 1
    ChangeTime: 2024-08-22 16:18:18
    CreateBy: 1
    CreateTime: 2024-08-22 16:18:18
    DefaultID: 1013
    EffectiveValue: Support
    IsDirty: 0
    IsValid: 1
    ModifiedID: '3'
    Name: PostmasterDefaultQueue
    ResetToDefault: 0
    SettingUID: Modified320240822161818
    TargetUserID: ~
    UserModificationActive: 0
  Process::DefaultQueue:
    ChangeBy: 1
    ChangeTime: 2024-08-22 16:18:28
    CreateBy: 1
    CreateTime: 2024-08-22 16:18:28
    DefaultID: 1054
    EffectiveValue: Support
    IsDirty: 0
    IsValid: 1
    ModifiedID: '4'
    Name: Process::DefaultQueue
    ResetToDefault: 0
    SettingUID: Modified420240822161828
    TargetUserID: ~
    UserModificationActive: 0
  SendmailModule:
    ChangeBy: 30
    ChangeTime: 2024-08-23 15:28:13
    CreateBy: 30
    CreateTime: 2024-08-23 15:28:13
    DefaultID: 1092
    EffectiveValue: Kernel::System::Email::SMTPS
    IsDirty: 0
    IsValid: 1
    ModifiedID: '19'
    Name: SendmailModule
    ResetToDefault: 0
    SettingUID: Modified1920240823152813
    TargetUserID: ~
    UserModificationActive: 0
  SendmailModule::AuthPassword:
    ChangeBy: 30
    ChangeTime: 2024-08-23 09:03:45
    CreateBy: 30
    CreateTime: 2024-08-23 08:49:04
    DefaultID: 1093
    EffectiveValue: L4x2Ri7gCL8nP
    IsDirty: 0
    IsValid: 1
    ModifiedID: '17'
    Name: SendmailModule::AuthPassword
    ResetToDefault: 0
    SettingUID: Modified1720240823090345
    TargetUserID: ~
    UserModificationActive: 0
  SendmailModule::AuthUser:
    ChangeBy: 30
    ChangeTime: 2024-08-23 08:47:40
    CreateBy: 30
    CreateTime: 2024-08-23 08:46:18
    DefaultID: 1094
    EffectiveValue: helpdesk@example.com
    IsDirty: 0
    IsValid: 1
    ModifiedID: '14'
    Name: SendmailModule::AuthUser
    ResetToDefault: 0
    SettingUID: Modified1420240823084740
    TargetUserID: ~
    UserModificationActive: 0
  SendmailModule::Host:
    ChangeBy: 30
    ChangeTime: 2024-08-23 08:47:25
    CreateBy: 30
    CreateTime: 2024-08-23 08:47:25
    DefaultID: 1096
    EffectiveValue: smtp.gmail.com
    IsDirty: 0
    IsValid: 1
    ModifiedID: '15'
    Name: SendmailModule::Host
    ResetToDefault: 0
    SettingUID: Modified1520240823084725
    TargetUserID: ~
    UserModificationActive: 0
  SendmailModule::Port:
    ChangeBy: 30
    ChangeTime: 2024-08-23 08:48:12
    CreateBy: 30
    CreateTime: 2024-08-23 08:48:03
    DefaultID: 1097
    EffectiveValue: '465'
    IsDirty: 0
    IsValid: 1
    ModifiedID: '16'
    Name: SendmailModule::Port
    ResetToDefault: 0
    SettingUID: Modified1620240823084812
    TargetUserID: ~
    UserModificationActive: 0
  Ticket::ArchiveSystem:
    ChangeBy: 30
    ChangeTime: 2024-08-30 08:19:50
    CreateBy: 30
    CreateTime: 2024-08-30 08:19:50
    DefaultID: 1151
    EffectiveValue: '1'
    IsDirty: 0
    IsValid: 1
    ModifiedID: '26'
    Name: Ticket::ArchiveSystem
    ResetToDefault: 0
    SettingUID: Modified2620240830081950
    TargetUserID: ~
    UserModificationActive: 0
  Ticket::Frontend::AgentTicketZoom###DynamicField:
    ChangeBy: 1
    ChangeTime: 2024-08-27 13:40:05
    CreateBy: 1
    CreateTime: 2024-08-27 13:40:05
    DefaultID: 1618
    EffectiveValue:
      ITSMCriticality: '1'
      ITSMDecisionDate: '1'
      ITSMDecisionResult: '1'
      ITSMDueDate: '1'
      ITSMImpact: '1'
      ITSMRecoveryStartTime: '1'
      ITSMRepairStartTime: '1'
      ITSMReviewRequired: '1'
      PrimarySecondary: '1'
    IsDirty: 0
    IsValid: 1
    ModifiedID: '24'
    Name: Ticket::Frontend::AgentTicketZoom###DynamicField
    ResetToDefault: 0
    SettingUID: Modified2420240827134005
    TargetUserID: ~
    UserModificationActive: 0
  Ticket::Frontend::Article::Actions###Invalid:
    ChangeBy: 1
    ChangeTime: 2024-08-22 19:46:01
    CreateBy: 1
    CreateTime: 2024-08-22 19:46:01
    DefaultID: 1629
    EffectiveValue:
      AgentTicketNoteToLinkedTicket:
        Module: Kernel::Output::HTML::ArticleAction::AgentTicketNoteToLinkedTicket
        Prio: '50'
        Valid: '1'
      GetHelpLink:
        Module: Kernel::Output::HTML::ArticleAction::GetHelpLink
        Prio: '100'
        Valid: '1'
      ReinstallPackageLink:
        Module: Kernel::Output::HTML::ArticleAction::ReinstallPackageLink
        Prio: '200'
        Valid: '1'
    IsDirty: 0
    IsValid: 1
    ModifiedID: '11'
    Name: Ticket::Frontend::Article::Actions###Invalid
    ResetToDefault: 0
    SettingUID: Modified1120240822194601
    TargetUserID: ~
    UserModificationActive: 0
  Ticket::Frontend::ResponseFormat:
    ChangeBy: 30
    ChangeTime: 2024-08-27 12:08:43
    CreateBy: 30
    CreateTime: 2024-08-27 12:08:43
    DefaultID: 1769
    EffectiveValue: |-
      [% Data.Salutation | html %]
      [% Data.StdResponse | html %]
      [% Data.Signature | html %]
    IsDirty: 0
    IsValid: 1
    ModifiedID: '22'
    Name: Ticket::Frontend::ResponseFormat
    ResetToDefault: 0
    SettingUID: Modified2220240827120843
    TargetUserID: ~
    UserModificationActive: 0
  Ticket::Responsible:
    ChangeBy: 30
    ChangeTime: 2024-08-27 13:46:12
    CreateBy: 30
    CreateTime: 2024-08-27 13:46:12
    DefaultID: 1812
    EffectiveValue: '1'
    IsDirty: 0
    IsValid: 1
    ModifiedID: '25'
    Name: Ticket::Responsible
    ResetToDefault: 0
    SettingUID: Modified2520240827134612
    TargetUserID: ~
    UserModificationActive: 0
  Ticket::Type::Default:
    ChangeBy: 1
    ChangeTime: 2024-08-22 16:19:03
    CreateBy: 1
    CreateTime: 2024-08-22 16:19:03
    DefaultID: 1852
    EffectiveValue: Service Request
    IsDirty: 0
    IsValid: 1
    ModifiedID: '5'
    Name: Ticket::Type::Default
    ResetToDefault: 0
    SettingUID: Modified520240822161903
    TargetUserID: ~
    UserModificationActive: 0
  UserDefaultTimeZone:
    ChangeBy: 1
    ChangeTime: 2024-08-22 15:02:51
    CreateBy: 1
    CreateTime: 2024-08-22 15:02:51
    DefaultID: 1920
    EffectiveValue: Europe/London
    IsDirty: 0
    IsValid: 1
    ModifiedID: '2'
    Name: UserDefaultTimeZone
    ResetToDefault: 0
    SettingUID: Modified220240822150251
    TargetUserID: ~
    UserModificationActive: 0
  Znuny::HealthStatus::API::Key:
    ChangeBy: 1
    ChangeTime: 2024-08-23 15:57:14
    CreateBy: 1
    CreateTime: 2024-08-23 15:57:14
    DefaultID: 3124
    EffectiveValue: RUjENhvO9vnVv6B33DNx1dLQru2P7L1QvQeIFxzQ
    IsDirty: 0
    IsValid: 1
    ModifiedID: '20'
    Name: Znuny::HealthStatus::API::Key
    ResetToDefault: 0
    SettingUID: Modified2020240823155714
    TargetUserID: ~
    UserModificationActive: 0

From reading the upgrade path from 4 to 6 I noticed there were several significant changes. I went checked the docs, https://doc.znuny.org/znuny_lts/release ... stall.html, and ran the commands to install the modules.

Code: Select all

apt -y install apache2 mariadb-client mariadb-server cpanminus libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl libnet-dns-perl libnet-ldap-perl libio-socket-ssl-perl libpdf-api2-perl libsoap-lite-perl libtext-csv-xs-perl libjson-xs-perl libapache-dbi-perl libxml-libxml-perl libxml-libxslt-perl libyaml-perl libarchive-zip-perl libcrypt-eksblowfish-perl libencode-hanextra-perl libmail-imapclient-perl libtemplate-perl libdatetime-perl libmoo-perl bash-completion libyaml-libyaml-perl libjavascript-minifier-xs-perl libcss-minifier-xs-perl libauthen-sasl-perl libauthen-ntlm-perl libhash-merge-perl libical-parser-perl libspreadsheet-xlsx-perl libcrypt-jwt-perl libcrypt-openssl-x509-perl jq

cpanm install Jq

Copied over the latest /opt/otrs/scripts/apache2-httpd.include.conf file to Apache to make sure it has the correct version.

Unfortunately the error persists!

skullz · Post by **skullz** » 02 Sep 2024, 13:48

I would go to sysconfig > DashboardBackend###

Try to reset it first any modified setting.

HelpdeskMan · Post by **HelpdeskMan** » 03 Sep 2024, 11:08

Hello, thanks for the suggestion.

I went to Admin > System Configuration > Search for "DashboardBackend###" (https://helpdesk.example.com/otrs/index ... d%23%23%23)

I reset all the settings in there that had modules attached to them, restarted OTRS and Apache. Unfortunately it is the same error.

Within the DashboardBackend### setting are the following entries:

DashboardBackend###0000-ProductNotify (This is disabled)
DashboardBackend###0001-SearchProfile
DashboardBackend###0100-TicketPendingReminder
DashboardBackend###0110-TicketEscalation
DashboardBackend###0120-TicketNew
DashboardBackend###0130-TicketOpen
DashboardBackend###0140-RunningTicketProcess
DashboardBackend###0200-Image (This is disabled)
DashboardBackend###0210-MOTD (This is disabled)
DashboardBackend###0250-TicketStats
DashboardBackend###0255-MyLastChangedTickets
DashboardBackend###0260-TicketCalendar
DashboardBackend###0270-TicketQueueOverview
DashboardBackend###0280-DashboardEventsTicketCalendar
DashboardBackend###0300-IFrame (This is disabled)
DashboardBackend###0300-LastMentions
DashboardBackend###0390-UserOutOfOffice
DashboardBackend###0398-FAQ-LastChange
DashboardBackend###0399-FAQ-LastCreate
DashboardBackend###0400-UserOnline
DashboardBackend###0410-RSS (this is disabled)
DashboardBackend###0442-RSS
DashboardBackend###0500-AppointmentCalendar
DefaultColumnsScreens###Framework
DynamicFields::ScreenConfiguration::ConfigKeysOfScreensByObjectType###Framework

Tried to check the modules existed as listed for each entry that had them:

ProductNotify - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/ProductNotify.pm
TicketSearchProfile - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/TicketSearchProfile.pm
TicketGeneric - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/TicketGeneric.pm
TicketEscalation - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/TicketGeneric.pm
TicketNew - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/TicketGeneric.pm
TicketOpen - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/TicketGeneric.pm
RunningTicketProcess - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/TicketGeneric.pm
Image - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/Image.pm
MOTD -/opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/MOTD.pm
TicketStats - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/TicketStatsGeneric.pm
MyLastChangedTickets - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/MyLastChangedTickets.pm
TicketCalendar - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/Calendar.pm
TicketQueueOverview - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/TicketQueueOverview .pm
DashboardEventsTicketCalendar - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/EventsTicketCalendar.pm
IFrame - /opt/znuny-6.5.10/Kernel/Output/HTML/Dashboard/IFrame.pm
LastMentions - /opt/znuny-6.5.10/Kernel/Output/HTML/TicketGeneric.pm
UserOutOfOffice - /opt/znuny-6.5.10/Kernel/Output/HTML/UserOutOfOffice.pm
UserOnline - /opt/znuny-6.5.10/Kernel/Output/HTML/UserOnline.pm
RSS - /opt/znuny-6.5.10/Kernel/Output/HTML/RSS.pm
AppointmentCalendar - /opt/znuny-6.5.10/Kernel/Output/HTML/AppointmentCalendar.pm

What I noticed is that FAQ.pm wasn't being referenced but I saw it in the list as an entry. Checking back I can see that the entries "LastCreate" and "LastChange" only have the single attribute "Group > faq".

As there are two of these, and there are two entries appearing in the error.log, this is promising. I didn't reset these as I was focussed on entries that had the Module attribute.

Resetting both showed additional fields: Block, Default, Description, Group, Mandatory, Module, Title, Type.

Deployed changes.

Error is now fixed. Hopefully this will help others track down the same issue if they have the same problem.

Navigate to Admin
Open "System Configuration"
Search for "DashboardBackend###" - open this rather than any sub-results
Review list, looking for any entries that are missing "module" entry which look out of place, such as ones with only a single attribute field
Take a copy/screenshot of the incorrect entries
Reset the entries and see any missing attributes appear - Click the title of the entry, click "Reset setting".
Deploy your changes
Check error logs

HelpdeskMan · Post by **HelpdeskMan** » 03 Sep 2024, 12:05

Forgot to include another point that came up.

I was resetting the DashboardBackend### settings one at a time to see if I hit on the one causing the issue, rather than resetting them all.

As I reset one, and I can't remember which one specifically I got the following error:

[Tue Sep 3 08:55:35 2024] -e: at /opt/otrs/Kernel/System/Cache/FileStorable.pm line 241.
[Tue Sep 3 08:55:35 2024] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/SysConfigModified/f/7): No such file or directory

I checked the /opt/otrs/var/tmp directory and noticed some files and directories had incorrect permissions. I had previously ran the correct permissions script several times during the migration process and on the final version being used now. Possibly the directories were being created as the settings were being changed.

To fix this I ran:

Code: Select all

perl /opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-group=www-data /opt/otrs/var/tmp

The error then didn't show up again when editing/resetting any of the other settings.

Znuny Open Source Ticketsystem

Need Module! - Error when opening the dashboard.

Need Module! - Error when opening the dashboard.

Re: Need Module! - Error when opening the dashboard.

Re: Need Module! - Error when opening the dashboard.

Re: Need Module! - Error when opening the dashboard.