Customer can't create ticket using web after upgrade

[blastik]

Hi there,

I upgraded from 3.2.10 to 3.3.1 and everything works as it should except for one thing:
When a customer log in to the Helpdesk website and tries to create a ticket it doesn't work. The behaviour is weird, after clicking on "Submit" the page tries to refresh but the ticket is not created. Instead the page shows whatever the customer entered in the fields. Looks like the ticket cannot be saved for some reason.
I cannot see anything related in the System log. Maybe just "Sizelimit exceeded" but i dont know if that's the reason. If so, what does it mean? Any thoughts?

FYI. Fetching emails create tickets as per normal. Sending emails also works.

Thanks!
D.

[reneeb]

Can you post more log messages? or at least the complete message of "Sizelimit exceeded"?

[blastik]

Thanks for your answer!

Here is what i found in the apache2 error.log. Does it help?

Code: Select all

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Nov 20 11:34:19 2013

 Message: Sizelimit exceeded

 RemoteAddress: xxxx
 RequestURI: /otrs/index.pl?Action=AdminCustomerUser;Nav=Agent

 Traceback (2207): 
   Module: Kernel::System::CustomerUser::LDAP::CustomerSearch (OTRS 3.3.1) Line: 379
   Module: Kernel::System::CustomerUser::CustomerSearch (OTRS 3.3.1) Line: 205
   Module: Kernel::Modules::AdminCustomerUser::_Overview (OTRS 3.3.1) Line: 671
   Module: Kernel::Modules::AdminCustomerUser::Run (OTRS 3.3.1) Line: 608
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.1) Line: 863
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Nov 20 11:34:37 2013

 Message: Sizelimit exceeded

 RemoteAddress: xxx
 RequestURI: /otrs/index.pl?Action=AdminCustomerUser;Nav=Agent

 Traceback (2207): 
   Module: Kernel::System::CustomerUser::LDAP::CustomerSearch (OTRS 3.3.1) Line: 379
   Module: Kernel::System::CustomerUser::CustomerSearch (OTRS 3.3.1) Line: 205
   Module: Kernel::Modules::AdminCustomerUser::_Overview (OTRS 3.3.1) Line: 671
   Module: Kernel::Modules::AdminCustomerUser::Run (OTRS 3.3.1) Line: 608
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.1) Line: 863
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Wed Nov 20 11:41:49 2013] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Modules/CustomerTicketMessage.pm line 433.
[Wed Nov 20 11:42:00 2013] [error] [client xxx] File does not exist: /opt/otrs/var/httpd/htdocs/js/thirdparty/ckeditor-4.2/lang/t=D72B, referer: http://helpdesk/otrs/customer.pl
[Wed Nov 20 11:42:22 2013] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Modules/CustomerTicketMessage.pm line 433.

I thought it was something about permissions... However I did run

Code: Select all

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

and the customers still cannot create tickets via web interface

And here is my /otrs.CheckModules.pl just in case

Code: Select all

  o Crypt::Eksblowfish::Bcrypt.......Not installed! (optional - For strong password hashing.)
  o Crypt::SSLeay....................ok (v0.57)
  o Date::Format.....................ok (v2.23)
  o DBI..............................ok (v1.609)
  o DBD::mysql.......................ok (v4.012)
  o DBD::ODBC........................Not installed! (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! (optional - Required to connect to a PostgreSQL database.)
  o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.)
  o GD...............................ok (v2.39)
    o GD::Text.......................ok (v0.86)
    o GD::Graph......................ok (v1.44)
  o IO::Socket::SSL..................ok (v1.31)
  o JSON::XS.........................ok (v2.33)
  o LWP::UserAgent...................ok (v6.05)
  o Mail::IMAPClient.................Not installed! (optional - Required for IMAP TLS connections.)
    o IO::Socket::SSL................ok (v1.31)
  o ModPerl::Util....................ok (v2.000004)
  o Net::DNS.........................ok (v0.65)
  o Net::LDAP........................ok (v0.39)
  o Net::SSL.........................ok (v2.84)
  o PDF::API2........................ok (v2.015)
    o Compress::Zlib.................ok (v2.020)
  o Text::CSV_XS.....................ok (v0.95)
  o Time::HiRes......................ok (v1.9719)
  o XML::Parser......................ok (v2.36)
  o YAML::XS.........................ok (v0.39)

[blastik]

I have to say that I had little bit of trouble in the upgrade. Solved by running scripts/DBUpdate-to-3.3.pl cos I didn't remember it was not a patch level upgrade

[blastik]

Ok that's a little bit crazy... I've not dont anything and submitting tickets from the web works again...

Here is the Apache2 error.log

Code: Select all

[Wed Nov 20 13:29:22 2013] ZZZAAuto.pm: Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Wed Nov 20 13:29:22 2013] ZZZAuto.pm: Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAuto.pm line 7.

Any thoughts??

[DPlaksyuk]

I have a similar problem after upgrading from 3.3.2 to 3.2.12
433 line looks like:

Code: Select all

 # set the correct queue name in $To if it was altered
           if ( $To ne $Tos->{$NewQueueID} ) {
                $To = $Tos->{$NewQueueID}
            }

Here is the Apache2 error.log

Code: Select all

[Wed Nov 27 03:14:10 2013] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Modules/CustomerTicketMessage.pm line 433.

[DPlaksyuk]

i found some solution
in Ticket -> Frontend::Customer::Ticket::ViewNew

Code: Select all

 Ticket::Frontend::CustomerTicketMessage###Queue => yes

Now Customers Can Create new ticket, but they must select Queue
If

Code: Select all

Ticket::Frontend::CustomerTicketMessage###Queue => no

and

Code: Select all

Ticket::Frontend::CustomerTicketMessage###QueueDefault => SomeQueue

I have error in log files

[crythias]

Please confirm that the QueueDefault value reflects a selectable value for the customer?

[DPlaksyuk]

to address this problem and use

Code: Select all

Ticket::Frontend::CustomerTicketMessage###Queue => no

and

Code: Select all

Ticket::Frontend::CustomerTicketMessage###QueueDefault => SomeQueue

"SomeQueue" must be defined in CustomerPanelOwnSelection