(SOLVED) Unable to answer ticket "Internal Server Error"

[bayerex]

Hi all,

I'm in the process of migrating from Win2008/OTRS3.1.6 to Ubuntu12.04/OTRS3.2.7 and my current problem is: When I try to answer a ticket I get "Internal Server Error".

Agents/Customer are receiving notifications and OTRS is receiving emails so I'm pretty sure IMAPS/SMTPTLS is working fine.

I have been through all of UPGRADING without errors, copied over Kernel/Config/*.* (including Config.pm, GenericAgent.pm, ZZZAuto.pm) and checked that they're updated to Linux format. The database has been converted to InnoDB. I've run DeleteCache, SetPermissions, RebuildConfig, restarted Apache...


Before the migration I tested out a standard installation of 3.2.7 on this Ubuntu server and it worked. So I'm not sure what it is now that disagrees with it.

Any ideas please?

Apache log

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[Tue Jun  4 17:03:10 2013] -e: Use of uninitialized value $ProcessEntityIDField in concatenation (.) or string at /opt/otrs//Kernel/System/Ticket.pm line 6115.
[Tue Jun  4 17:03:11 2013] -e: Use of uninitialized value $ActivityEntityIDField in concatenation (.) or string at /opt/otrs//Kernel/System/Ticket.pm line 6096.
[Tue Jun  4 17:03:11 2013] -e: Use of uninitialized value $ProcessEntityIDField in concatenation (.) or string at /opt/otrs//Kernel/System/Ticket.pm line 6115.
[Tue Jun 04 17:03:11 2013] [error] Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentTicketCompose.pm line 1527.\n

Modules installed:

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  o CGI..............................ok (v3.63)
  o Crypt::PasswdMD5.................ok (v1.3)
  o Crypt::SSLeay....................ok (v0.57)
  o CSS::Minifier....................ok (v0.01)
  o Date::Format.....................ok (v2.24)
  o Date::Pcalc......................ok (v1.2)
  o DBI..............................ok (v1.616)
  o DBD::mysql.......................ok (v4.020)
  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 Digest::MD5......................ok (v2.51)
  o Digest::SHA::PurePerl............ok (v5.81)
  o Digest::SHA......................ok (v5.61)
  o Encode::HanExtra.................ok (v0.23)
  o Encode::Locale...................ok (v1.03)
  o GD...............................ok (v2.46)
    o GD::Text.......................ok (v0.86)
    o GD::Graph......................ok (v1.44)
  o IO::Scalar.......................ok (v2.110)
  o IO::Wrap.........................ok (v2.110)
  o JavaScript::Minifier.............ok (v1.05)
  o JSON.............................ok (v2.53)
    o JSON::PP.......................ok (v2.27200)
    o JSON::XS.......................ok (v2.32)
  o Locale::Codes....................ok (v3.24)
  o LWP::UserAgent...................ok (v6.04)
  o Mail::Internet...................ok (v2.12)
  o Mail::POP3Client.................ok (v1.2)
    o IO::Socket::SSL................ok (v1.53)
  o Mail::IMAPClient.................ok (v3.30)
    o IO::Socket::SSL................ok (v1.53)
  o MIME::Base64.....................ok (v3.13)
  o MIME::Tools......................ok (v5.503)
  o ModPerl::Util....................ok (v2.000005)
    o Apache::DBI....................ok (v1.11)
    o Apache2::Reload................ok (v0.12)
  o Net::DNS.........................ok (v0.66)
  o Net::POP3........................ok (v2.29)
  o Net::IMAP::Simple................ok (v1.2034)
    o IO::Socket::SSL................ok (v1.53)
  o Net::SMTP........................ok (v2.31)
    o Authen::SASL...................ok (v2.16)
    o Net::SMTP::SSL.................ok (v1.01)
    o Net::SMTP::TLS::ButMaintained..ok (v0.20)
  o Net::LDAP........................ok (v0.43)
  o Net::SSL.........................ok (v2.84)
  o PDF::API2........................ok (v2.019)
    o Compress::Zlib.................ok (v2.033)
  o Storable.........................ok (v2.27)
  o SOAP::Lite.......................ok (v0.715)
    o version........................ok (v0.9902)
    o Class::Inspector...............ok (v1.28)
  o Text::CSV........................ok (v1.21)
    o Text::CSV_PP...................ok (v1.29)
    o Text::CSV_XS...................ok (v0.85)
  o Time::HiRes......................ok (v1.9721_01)
  o XML::Parser......................ok (v2.41)
  o HTTP::Message....................ok (v6.06)
    o HTTP::Headers..................ok (v6.05)
  o URI..............................ok (v1.60)
    o URI::Escape....................ok (v3.31)
  o Scalar::Util.....................ok (v1.23)
  o YAML::XS.........................ok (v0.38)

Perl is running ok

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perl -cw bin/cgi-bin/index.pl
bin/cgi-bin/index.pl syntax OK

[bayerex]

I also get a similar error when trying to access http://oursite/otrs/customer.pl

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[Tue Jun  4 18:58:16 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Output/HTML/Layout.pm line 394.
[Tue Jun 04 18:58:16 2013] [error] Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/Modules/CustomerTicketOverview.pm line 45.\n
 

[bayerex]

Looks like the problem was that I copied too much over from /Kernel/Files and should have copied only Config.pm, GenericAgent.pm, ZZZAuto.pm. Restore the rest and replaced only these 3 files. Working again now