Sometimes when replying ticket or create the page is blank

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edelgado
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Sometimes when replying ticket or create the page is blank

Post by edelgado »

Hello, everyone.
In our system there is a problem, I hope you can help us :(
Sometimes when replying to a ticket or create the page is blank or figure ... index.pl opening (like the attached image)

The log file does not indicate anything at that time, but other records. The path of the log /var/log/apache2# tail -f error.log

[Wed Mar 26 10:49:21 2014] -e: Use of uninitialized value $User{"UserAuthBackend"} in string eq at /opt/otrs//Kernel/System/User.pm line 1065.
[Wed Mar 26 10:51:55 2014] -e: Use of uninitialized value $User{"UserAuthBackend"} in string eq at /opt/otrs//Kernel/System/User.pm line 1065.
[Wed Mar 26 10:55:41 2014] [error] [client 10.169.69.211] File does not exist: /var/www/favicon.ico
[Wed Mar 26 10:57:09 2014] [error] [client 10.169.69.188] File does not exist: /var/www/favicon.ico
[Wed Mar 26 10:57:09 2014] [error] [client 10.169.69.188] File does not exist: /var/www/favicon.ico
[Wed Mar 26 10:57:09 2014] [error] :Apache2 IO flush: (103) Software caused connection abort at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1715
:Apache2 IO flush: (103) Software caused connection abort at -e line 0[Wed Mar 26 10:57:31 2014] -e: Use of uninitialized value $GetParam{"ShownAttributes"} in join or string at /opt/otrs//Kernel/Modules/AgentTicketSearch.pm line 174.
[Wed Mar 26 10:58:09 2014] -e: Use of uninitialized value $GetParam{"ShownAttributes"} in join or string at /opt/otrs//Kernel/Modules/AgentTicketSearch.pm line 174.
[Wed Mar 26 10:58:47 2014] [error] :Apache2 IO flush: (103) Software caused connection abort at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1715
:Apache2 IO flush: (103) Software caused connection abort at -e line 0[Wed Mar 26 10:58:48 2014] [notice] child pid 25639 exit signal Segmentation fault (11)
[Wed Mar 26 11:00:31 2014] -e: Use of uninitialized value $GetParam{"ShownAttributes"} in join or string at /opt/otrs//Kernel/Modules/AgentTicketSearch.pm line 174.
[Wed Mar 26 11:04:56 2014] -e: Use of uninitialized value $GetParam{"ShownAttributes"} in join or string at /opt/otrs//Kernel/Modules/AgentTicketSearch.pm line 174.
[Wed Mar 26 11:05:07 2014] [error] :Apache2 IO flush: (103) Software caused connection abort at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1715
:Apache2 IO flush: (103) Software caused connection abort at -e line 0[Wed Mar 26 11:06:07 2014] [error] :Apache2 IO flush: (103) Software caused connection abort at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1715
:Apache2 IO flush: (103) Software caused connection abort at -e line 0

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
In the system log I found the only mistake is .. Wed Mar 26 11:14:29 2014 Error OTRS-CGI-10 Got no SessionID!

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
The OTRS Version 3.3.5 - Linux version 2.6.32-5-amd64 (Debian 2.6.32-48squeeze4)
Oracle Database 11g
The base and OTRS are on different servers

Any idea?
regards
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crythias
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Re: Sometimes when replying ticket or create the page is bla

Post by crythias »

Config.pm?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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edelgado
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Re: Sometimes when replying ticket or create the page is bla

Post by edelgado »

This is the configuration of the Config.pm file. :(

Code: Select all

# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2013 xxx, http://otrs.org/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
#  Note:
#
#  -->> Most OTRS configuration should be done via the OTRS web interface
#       and the SysConfig. Only for some configuration, such as database
#       credentials and customer data source changes, you should edit this
#       file. For changes do customer data sources you can copy the definitions
#       from Kernel/Config/Defaults.pm and paste them in this file.
#       Config.pm will not be overwritten when updating OTRS.
# --
package Kernel::Config;
use strict;
use warnings;
use utf8;

sub Load {
my $Self = shift;
    # ---------------------------------------------------- #
    # database settings                                    #
    # ---------------------------------------------------- #
    # The database host
 $Self->{'DatabaseHost'} = '10.169.69.232';
    # The database name
 $Self->{'Database'} = "orcl";
    # The database user
 $Self->{'DatabaseUser'} = "otrs";
    # The password of database user. You also can use bin/otrs.CryptPassword.pl
    # for crypted passwords
 $Self->{'DatabasePw'} = 'otrs';
    # The database DSN for MySQL ==> more: "perldoc DBD::mysql"
    # $Self->{'DatabaseDSN'} = "DBI:mysql:database=$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;";

 $Self->{DatabaseDSN} = "DBI:Oracle:sid=$Self->{Database};host=$Self->{DatabaseHost};port=1521;";
             $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS';
             $ENV{NLS_LANG} = "american_america.we8iso8859p1"; 

    # ---------------------------------------------------- #
    # 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;
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    # 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;
Last edited by crythias on 26 Mar 2014, 17:06, edited 1 time in total.
Reason: [code] tags
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crythias
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Re: Sometimes when replying ticket or create the page is bla

Post by crythias »

Did you make changes to Defaults.pm?

Did you have any other messages about database table corruption?

Had you made any changes that would delete important information from the agent attached to the ticket?

Any other recent changes? How long has this occurred?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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edelgado
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Re: Sometimes when replying ticket or create the page is bla

Post by edelgado »

The only file modified config.pm data oracle database.
We had messages table corruption Database.
This occurs since the 3.3.3 upgrade
We had the OTRS version 2.x.x
We perform the upgrade using:
DBUPDATE-to-3.1.oracle.sql
DBUPDATE-to-3.1-post.oracle.sql
DBUPDATE-to-3.2.oracle.sql
DBUPDATE-to-3.3.oracle.sql
We OTRS version 3.3.3 to perform after a new installation on another computer with linux and install OTRS 3.3.5 and we had this problem already using version 3.3.3 (before we used the appliance for vmware)
The database is on a different server
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Re: Sometimes when replying ticket or create the page is bla

Post by crythias »

edelgado wrote:We perform the upgrade using:
DBUPDATE-to-3.1.oracle.sql
DBUPDATE-to-3.1-post.oracle.sql
DBUPDATE-to-3.2.oracle.sql
DBUPDATE-to-3.3.oracle.sql
We OTRS version 3.3.3 to perform after a new installation on another computer with linux and install OTRS 3.3.5 and we had this problem already using version 3.3.3 (before we used the appliance for vmware)
The database is on a different server
You missed the perl steps for each update.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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edelgado
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Re: Sometimes when replying ticket or create the page is bla

Post by edelgado »

The server was having OTRS fully installed with version 3.3.5 from 0
What would be the steps to be performed? where I can take the steps to do? The ticket system works only generating that error sometimes.
Sorry for so many questions
Thanks in advance for the help you are giving me :(
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Re: Sometimes when replying ticket or create the page is bla

Post by crythias »

edelgado wrote:The server was having OTRS fully installed with version 3.3.5 from 0
...?
edelgado wrote:This occurs since the 3.3.3 upgrade
We had the OTRS version 2.x.x
edelgado wrote:We perform the upgrade using:
DBUPDATE-to-3.1.oracle.sql
DBUPDATE-to-3.1-post.oracle.sql
DBUPDATE-to-3.2.oracle.sql
DBUPDATE-to-3.3.oracle.sql
We OTRS version 3.3.3 to perform after a new installation on another computer with linux and install OTRS 3.3.5 and we had this problem already using version 3.3.3 (before we used the appliance for vmware)

OK... so 2.??? should have upgraded to 3.0.latest:
https://github.com/OTRS/otrs/blob/rel-3_0/UPGRADING

Code: Select all

8) Apply the database changes (part 1/2):
   --------------------------------------

     shell> cd /opt/otrs/

    MySQL:
     shell> cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs
    PostgreSQL:
     shell> cat scripts/DBUpdate-to-3.0.postgresql.sql | psql otrs


9) Run the migration script (as OTRS user, _not_ as root):
   -------------------------------------------------------

   You must execute the migration script to migrate some data from the old database
   structure to the new one. Please run

     shell> scripts/DBUpdate-to-3.0.pl


10) Apply the database changes (part 2/2):
    --------------------------------------

    MySQL:
     shell> cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs
    PostgreSQL:
     shell> cat scripts/DBUpdate-to-3.0-post.postgresql.sql | psql otrs
and likewise 3.1.latest, 3.2.latest, 3.3.latest, reading UPGRADING and applying sql update, perl db update, and post update each step of the way, as well as all pertinent intermediate steps.
edelgado wrote:We had messages table corruption Database.
oh? are you sure they've been properly addressed?

edelgado wrote:The ticket system works only generating that error sometimes.
There's something else wrong, but I don't know how to address at the moment.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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edelgado
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Company: Qbit

Re: Sometimes when replying ticket or create the page is bla

Post by edelgado »

Sorry NO messages had database corruption
Summarizing so you can understand well , the steps performed were:
We had the version 3.0.7 running OK ( version 2.x was not forgiveness ) run in the ORACLE database :
 DBUPDATE -to- 3.1.oracle.sql
DBUPDATE -to- 3.1 - post.oracle.sql
DBUPDATE -to- 3.2.oracle.sql
DBUPDATE -to- 3.3.oracle.sql
Then we use OTRS -3.3.3 -appliance- 1.0.3.iso ( vesion 3.3.3 for OTRS ) and connect to the database . Following on from that moment began the error ( sometimes responding ticket or create the page is blank ) to keep the error ... we decided to install the version 3.3.5 fully in linux using OTRS - 3.3.5.tar.gz but the error continues .
I have the version 3.0.7 installed on a virtual machine in off state. It would be convenient to use that fence installation and updating to version 3.3.5 ?
That should only run the update -to- perl DBUPDATE xxpl ? or I have to re-run the DBUPDATE -to- XXoracle.sql ? ? ( and we had run before )
Or on the installation run the DBUPDATE 3.3.5 -to- 3.0.7 to 3.3.5 xxpl from ?
Sorry for so many questions
regards
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crythias
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Re: Sometimes when replying ticket or create the page is bla

Post by crythias »

crythias wrote:You missed the perl steps for each update.
crythias wrote:OK... so 2.??? should have upgraded to 3.0.latest:
https://github.com/OTRS/otrs/blob/rel-3_0/UPGRADING
CODE: SELECT ALL
8) Apply the database changes (part 1/2):
   --------------------------------------

     shell> cd /opt/otrs/

    MySQL:
     shell> cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs
    PostgreSQL:
     shell> cat scripts/DBUpdate-to-3.0.postgresql.sql | psql otrs


9) Run the migration script (as OTRS user, _not_ as root):
   -------------------------------------------------------

   You must execute the migration script to migrate some data from the old database
   structure to the new one. Please run

     shell> scripts/DBUpdate-to-3.0.pl


10) Apply the database changes (part 2/2):
    --------------------------------------

    MySQL:
     shell> cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs
    PostgreSQL:
     shell> cat scripts/DBUpdate-to-3.0-post.postgresql.sql | psql otrs

and likewise 3.1.latest, 3.2.latest, 3.3.latest, reading UPGRADING and applying sql update, perl db update, and post update each step of the way, as well as all pertinent intermediate steps.
edelgado wrote:We had the version 3.0.7 running OK ( version 2.x was not forgiveness ) run in the ORACLE database :
 DBUPDATE -to- 3.1.oracle.sql
DBUPDATE -to- 3.1 - post.oracle.sql
DBUPDATE -to- 3.2.oracle.sql
DBUPDATE -to- 3.3.oracle.sql
Then we use OTRS -3.3.3 -appliance- 1.0.3.iso ( vesion 3.3.3 for OTRS ) and connect to the database . Following on from that moment began the error
edelgado wrote:That should only run the update -to- perl DBUPDATE xxpl ? or I have to re-run the DBUPDATE -to- XXoracle.sql ? ? ( and we had run before )
reading UPGRADING and
applying sql update, (DBUPDATE-to-3.1.oracle.sql)
perl db update, (scripts/DBUpdate-to-3.1.pl)
and post update (DBUPDATE-to-3.1 - post.oracle.sql)
each step of the way,
as well as all pertinent intermediate steps.

What should you do? depends. You could back up your database and attempt to run retroactively all the .pls but that's not recommended as they were supposed to be run between UPDATE and POST.
the proper thing should be to start with known good database and upgrade each step, verifying proper operation, and move on.

Try also to delete cache and rebuild config.
Also not recommended, but probably something to eyeball is to check schema against a fresh *new* oracle database:
https://github.com/OTRS/otrs/blob/rel-3 ... atabase.md
$HOME_OTRS/scripts/database/otrs-schema.oracle.sql
$HOME_OTRS/scripts/database/otrs-initial_insert.oracle.sql
$HOME_OTRS/scripts/database/otrs-schema-post.oracle.sql
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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