Agent login Internal Server Error

[lbecker]

Hi

After rebooting our Ubuntu 12.04 server running OTRS/ITSM 3.3.x, our customers can still login using LDAP autentication, but when one tries to log in as an agent on http://...../otrs/index.pl you get this message:

"Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.
Please contact the server administrator, webmaster@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error.
More information about this error may be available in the server error log."

The apache log gives the following:

[Fri Mar 14 12:16:10 2014] [error] Can't call method "GetOption" on an undefined value at /opt/otrs//Kernel/System/Auth.pm line 157.\n

Agents are authenticate on the otrs backend DB, so no LDAP for the agents.

Any help?
Thanks
Louis

[crythias]

Config.pm?

[lbecker]

Hi crythias here is the config file:

Code: Select all

package Kernel::Config;

use strict;
use warnings;
use utf8;

sub Load {
    my $Self = shift;

    # ---------------------------------------------------- #
    # database settings                                    #
    # ---------------------------------------------------- #

    # The database host
    $Self->{'DatabaseHost'} = '192.168.10.34';

    # The database name
    $Self->{'Database'} = "otrs";

    # The database user
    $Self->{'DatabaseUser'} = "otrs";

    # The password of database user. You also can use bin/otrs.CryptPassword.pl
    # for crypted passwords
    $Self->{'DatabasePw'} = 'SxWS65SEK8kYxeAJ';

    # The database DSN for MySQL ==> more: "perldoc DBD::mysql"
    $Self->{'DatabaseDSN'} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost}";

    # The database DSN for PostgreSQL ==> more: "perldoc DBD::Pg"
    # if you want to use a local socket connection
#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";
    # if you want to use a TCP/IP connection
#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";
    # if you have PostgresSQL 8.1 or earlier, activate the legacy driver with this line:
#    $Self->{DatabasePostgresqlBefore82} = 1;

    # The database DSN for Microsoft SQL Server - only supported if OTRS is
    # installed on Windows as well
#    $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Database=$Self->{Database};Server=$Self->{DatabaseHost},1433";

    # The database DSN for Oracle ==> more: "perldoc DBD::oracle"
#    $ENV{ORACLE_HOME} = '/u01/app/oracle/product/10.2.0/client_1';
#    $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS';
#    $ENV{NLS_LANG} = "american_america.utf8";

#    $Self->{DatabaseDSN} = "DBI:Oracle:sid=OTRS;host=$Self->{DatabaseHost};port=1522;";

    # ---------------------------------------------------- #
    # fs root directory
    # ---------------------------------------------------- #
    $Self->{Home} = '/opt/otrs';

    # ---------------------------------------------------- #
    # insert your own config settings "here"               #
    # config settings taken from Kernel/Config/Defaults.pm #
    # ---------------------------------------------------- #
    # $Self->{SessionUseCookie} = 0;
    # $Self->{CheckMXRecord} = 0;
        #$Self->{'Customer::AuthModule'} =
#'Kernel::System::CustomerAuth::LDAP';
 #   $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.10.150';
 #   $Self->{'Customer::AuthModule::LDAP::BaseDN'} =
#'dc=meatcorp,dc=root';
 #   $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
 #   $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'sa-helpdesk@meatcorp.root';
 #   $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'aPassword';
    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #
    # $DIBI$

    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    # end of your own config options!!!                    #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
}

# ---------------------------------------------------- #
# needed system stuff (don't edit this)                #
# ---------------------------------------------------- #

use base qw(Kernel::Config::Defaults);

# -----------------------------------------------------#

1;

[crythias]

note that anything with # is commented, so

Code: Select all

package Kernel::Config;

use strict;
use warnings;
use utf8;

sub Load {
    my $Self = shift;

    # ---------------------------------------------------- #
    # database settings                                    #
    # ---------------------------------------------------- #

    # The database host
    $Self->{'DatabaseHost'} = 'domain';

    # The database name
    $Self->{'Database'} = "otrs";

    # The database user
    $Self->{'DatabaseUser'} = "otrs";


    $Self->{'DatabasePw'} = '';
    $Self->{'DatabaseDSN'} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost}";
    $Self->{Home} = '/opt/otrs';
}

# ---------------------------------------------------- #
# needed system stuff (don't edit this)                #
# ---------------------------------------------------- #

use base qw(Kernel::Config::Defaults);

# -----------------------------------------------------#

1;

Basically, nothing here indicates authentication for Agents or Customers.

our customers can still login using LDAP autentication,

I assume you did this through SysConfig, then... (?)

Did you happen to make any changes to Defaults.pm?

[lbecker]

Yes, we did the configuration through SysConfig. However, my colleague informed me that he did make some changes to the Defaults.pm file, but that he commented out those changes again. Had look now and found he also commented out the following line along with along with his LDAP configs.

Code: Select all

#$Self->{AuthModule} = 'Kernel::System::Auth::DB';

So the system could not find any AuthModule for agents! After un-commenting it, agents can log in again.

Thanks for the guidance!

[crythias]

BTW, in case it isn't obvious, don't do that. Changes need to be in Config.pm because Defaults.pm will be overwritten.