Trying to save customer.pl when adding an attachment

[gclundgren]

Hello. I have worked many hours on this problem with no success. I'm hoping one of you may be able to help or at least point me in the right direction. I would appreciate any tips.

Symptom:
When trying to add an attachment to a ticket under a customer account, upon clicking submit you will get a dialog asking where you would like to save customer.pl. The note/attachment still goes through.

Background:
OTRS v3.0.6, running in Ubuntu 10.4 server with Ubuntu's mysql, Apache, and Perl. The company was previously running OTRS 2.4. I duplicated the database with mysql dump, imported it into the new machine, and ran all the scripts recommended by the OTRS walkthrough. Config.pm was migrated over from the old system and lightly modified, paths were changed, a reference to 'salutation' was changed to 'title' to solve a similar problem.

Relevant information:
Neither apache nor OTRS are throwing anything relevant into the logs. I suspect that it may have something to do with OTRS changing 'salutation' to 'title' in the database between 2.x and 3.0, as this has caused similar problems with index.pl in the past.

I performed an ansi compatible dump of the database and searched it for 'salutation'

Code: Select all

# mysqldump -u root -p otrs --compatible=ansi > otrs.sql
# grep salutation otrs.sql

"salutation_id" smallint(6) NOT NULL,
  KEY "FK_queue_salutation_id_id" ("salutation_id"),
-- Table structure for table "salutation"
DROP TABLE IF EXISTS "salutation";
CREATE TABLE "salutation" (
  UNIQUE KEY "salutation_name" ("name"),
  KEY "FK_salutation_create_by_id" ("create_by"),
  KEY "FK_salutation_change_by_id" ("change_by"),
  KEY "FK_salutation_valid_id_id" ("valid_id")
-- Dumping data for table "salutation"
LOCK TABLES "salutation" WRITE;
/*!40000 ALTER TABLE "salutation" DISABLE KEYS */;
INSERT INTO "salutation" VALUES (1,'system standard salutation (en)','<OTRS_CUSTOMER_REALNAME>,<br />\r\n<br />\r\nThank you for your request.<br />\r\n<br />','text/html','Standard Salutation.',1,'2010-02-19 18:29:54',1,'2010-03-04 12:14:04',4);
/*!40000 ALTER TABLE "salutation" ENABLE KEYS */;

I changed all instances or 'salutation' to 'title', deleted and recreated the 'otrs' database in mysql, and imported the modified dump

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# sed 's/salutation/title/g' otrs.sql > new.sql
# mysql -u root -p otrs < new.sql

This worked! I could add attachments! However now I couldn't create new tickets and I was getting all sorts of errors in the log (which I unfortunately didn't save), so I put it back the way it was.

Anyway, I'm pretty good with Linux but I know little about mysql or perl or OTRS, for all I know that could be something in the configuration. I would certainly appreciate any help. Thanks in advance.

[gclundgren]

found the log entry I thought I dfidn't save (after running sed on the dump and reimporting it)

Code: Select all

[Sat Mar 19 23:56:37 2011][Error][Kernel::System::Queue::QueueGet][808] Unknown column 'q.salutation_id' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.first_response_time, q.first_response_notify, q.update_time, q.update_notify, q.solution_time, q.solution_notify, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.default_sign_key, q.calendar_name, q.create_time, q.change_time FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = ?'

[gclundgren]

This is the error I usually get

Code: Select all

[Sun Mar 20 23:08:43 2011] -e: Use of uninitialized value in print at /opt/otrs//Kernel/System/Main.pm line 473.

Any ideas at all? Please this is killing me

[rtorres]

Hate to dreg up an old post but did you ever get a resoultion to the prompting to save the customer.pl file? I am experienceing this and can't see anything wrong with it.