"Can't display website" when sending replies

Enkidu · Post by **Enkidu** » 01 Feb 2011, 13:08

Hello,

in my OTRS-Installation (OTRS 3.05 (installed from source), Debian GNU/Linux 5.0.8 (lenny)) the following error occurs accasionally:

After writing a reply to a ticket and submitting it, a separate browser windows opens and the error message "Can't display website" is shown. The URL shown in this window contains the true hostname (otrs-02.DOMAIN) of the server instead of the FQDN (otrs-sl.DOMAIN) as it is defined in Framework -> Core.

After closing the error message, the reply is shown as sent and the text is displayed properly. But it's not possible to show the message in "plain format". Instead ORTS displays another error message: "Oops! An Error occurred. Error Message: Can't read plain article! Maybe there is no plain email in backend!" and the following error details:

Code: Select all

Backend ERROR: OTRS-CGI-11 Perl: 5.10.0 OS: linux Time: Mon Jan 31 12:14:42
2011

Message: No plain article (article id 1815) in database!

Traceback (32324):
   Module: Kernel::System::Ticket::ArticleStorageDB::ArticlePlain (v1.78) Line: 317
   Module: Kernel::Modules::AgentTicketPlain::Run (v1.17) Line: 63
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 838
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 45
   Module: (eval) (v1.89) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

The primary error occurs only randomly. Most replies from agents are sent without complains. (Automatic replies are never affected.) But when the error occurs, the second error appears always.

No reference to the wrong name (otrs-02) nor the wrong domain could be found in the otrs installation directory including all otrs configuration files or in a file in the "/etc" directory or it's subdirectories, except that the hostname actually is "orts-02". "otrs-sl" is the name of the virtual host and also a cname of otrs-o2 in our name service.

Any help is greatly appreciated.

Yours

Enkidu