Bug - Internal Server Error after upgrade from 6.4.5 to 6.5.1

BacherInIT commented 1 year ago

Environment

OS: Linux
Browser: Chrome
Znuny version: 6.5.1

Expected behaviour

Actual behaviour

After upgrade to Version 6.5.1 Ticket actions ends in "Intern Server Error" (see attached Screenshot). As an example it happens if you want to close an Ticket.

How to reproduce

Steps to reproduce the behavior:

Open an Ticket and click "Close".

Additional information

Following Error in HTTPD Error Log:

[Sun Apr 02 01:19:07.477121 2023] [:error] [pid 19504:tid 19504] Can't call method "FatalError" on an undefined value at /opt/otrs/Kernel/Modules/AgentTicketActionCommon.pm line 38.\n
[Sun Apr 02 01:19:14.572134 2023] [:error] [pid 19503:tid 19503] Can't call method "FatalError" on an undefined value at /opt/otrs/Kernel/Modules/AgentTicketActionCommon.pm line 38.\n
[Sun Apr 02 01:31:10.688021 2023] [:error] [pid 19505:tid 19505] Can't call method "FatalError" on an undefined value at /opt/otrs/Kernel/Modules/AgentTicketActionCommon.pm line 38.\n
[Sun Apr 02 01:33:11.704070 2023] [:error] [pid 34332:tid 34332] Can't call method "FatalError" on an undefined value at /opt/otrs/Kernel/Modules/AgentTicketActionCommon.pm line 38.\n

Screenshots

hanneshal commented 1 year ago

Hi @BacherInIT

I tried this on our internal and a fresh install and can't reproduce it. At L: 38 of the named file is no such call, in our file.

So some questions:

You ran the migration script after the update?
Have you restarted your webserver service after the update?
Are there any custom packages installed? If so, please provide a list
Is there anything in the Znuny Log itself, which may give some more information?
If you do: ls -la /opt/otrs/Kernel/Modules/AgentTicketActionCommon*what is the output?

Thanks Johannes

BacherInIT commented 1 year ago

Hello Johannes,

here are my answers to you questions.

You ran the migration script after the update? Yes
Have you restarted your webserver service after the update? Yes
Are there any custom packages installed? If so, please provide a list
Is there anything in the Znuny Log itself, which may give some more information? Sry, but i didnt find any Znuny Log
If you do: ls -la /opt/otrs/Kernel/Modules/AgentTicketActionCommon what is the output? [root@srvznuny ~]# ls -la /opt/otrs/Kernel/Modules/AgentTicketActionCommon -rw-rw----. 1 otrs apache 94670 Jul 8 2015 /opt/otrs/Kernel/Modules/AgentTicketActionCommon.pm -rw-rw----. 1 otrs apache 116663 Apr 2 01:03 /opt/otrs/Kernel/Modules/AgentTicketActionCommon.pm.custom_backup

Best regards

hanneshal commented 1 year ago

Hi,

please remove the old file from 2015, which seems to be modified, and replace it with the one from Apr 2023, suffixed "custom_backup".

Restart your webserver and you are most likely fine.

Regards

BacherInIT commented 1 year ago

Hi,

thx for the advice, in that case it helped, but i have other places where i get that same error. I searched for custom_backup in the /opt/otrs folder and see following:

[root@srvznuny ~]# find /opt/ -name *custom_backup* -exec ls -la {} \;
-rw-rw----. 1 otrs apache 125589 Apr  2 14:54 /opt/otrs/Kernel/Modules/AgentTicketEmail.pm.custom_backup
-rw-rw----. 1 otrs apache 17640 Apr  2 14:54 /opt/otrs/Kernel/Modules/AdminSLA.pm.custom_backup
-rw-rw----. 1 otrs apache 111802 Apr  2 14:54 /opt/otrs/Kernel/Modules/AgentTicketPhone.pm.custom_backup
-rw-rw----. 1 otrs apache 15933 Apr  2 14:54 /opt/otrs/Kernel/Modules/AdminService.pm.custom_backup
-rw-rw----. 1 otrs apache 171948 Apr  2 14:54 /opt/otrs/Kernel/Modules/CustomerTicketProcess.pm.custom_backup
-rw-rw----. 1 otrs apache 244757 Apr  2 14:54 /opt/otrs/Kernel/Modules/AgentTicketProcess.pm.custom_backup
-rw-rw----. 1 otrs apache 18149 Apr  2 14:54 /opt/otrs/Kernel/Output/HTML/Templates/Standard/AdminSLA.tt.custom_backup
-rw-rw----. 1 otrs apache 14739 Apr  2 14:54 /opt/otrs/Kernel/Output/HTML/Templates/Standard/AdminService.tt.custom_backup
-rw-rw----. 1 otrs apache 17201 Apr  2 14:54 /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentTicketOverviewMedium.tt.custom_backup
-rw-rw----. 1 otrs apache 16821 Apr  2 14:54 /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentTicketOverviewPreview.tt.custom_backup
-rw-rw----. 1 otrs apache 34194 Apr  2 14:54 /opt/otrs/Kernel/Output/HTML/TicketOverview/Medium.pm.custom_backup
-rw-rw----. 1 otrs apache 42255 Apr  2 14:54 /opt/otrs/Kernel/Output/HTML/TicketOverview/Preview.pm.custom_backup
-rw-rw----. 1 otrs apache 5457 Apr  2 14:54 /opt/otrs/Kernel/System/Console/Command/Admin/Service/Add.pm.custom_backup
-rw-rw----. 1 otrs apache 4084 Feb 15 17:12 /opt/otrs/Kernel/System/Service/PreferencesDB.pm.custom_backup
-rw-rw----. 1 otrs apache 49363 Apr  2 14:54 /opt/otrs/Kernel/System/Service.pm.custom_backup
-rw-rw----. 1 otrs apache 24226 Apr  2 14:54 /opt/otrs/Kernel/System/SLA.pm.custom_backup
-rw-rw----. 1 otrs apache 4401 Apr  2 14:54 /opt/otrs/scripts/test/Console/Command/Admin/Service/Add.t.custom_backup
-rw-rw----. 1 otrs apache 117599 Apr  2 14:54 /opt/otrs/scripts/test/Ticket/TicketACL.t.custom_backup
-rw-rw----. 1 otrs apache 7488 Apr  2 14:54 /opt/otrs/scripts/test/Ticket/TicketServiceList.t.custom_backup
-rw-rw----. 1 otrs apache 173318 Apr  2 14:54 /opt/otrs/scripts/test/GenericInterface/Operation/Ticket/TicketCreate.t.custom_backup
-rw-rw----. 1 otrs apache 27359 Apr  2 14:54 /opt/otrs/scripts/test/GenericInterface/Operation/Ticket/TicketCreateIncludeTicketData.t.custom_backup
-rw-rw----. 1 otrs apache 59264 Apr  2 14:54 /opt/otrs/scripts/test/GenericInterface/Operation/Ticket/TicketSearch.t.custom_backup
-rw-rw----. 1 otrs apache 9829 Apr  2 14:54 /opt/otrs/scripts/test/Stats/TicketSolutionResponseTimeGetStatElement.t.custom_backup
-rw-rw----. 1 otrs apache 18026 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/Admin/AdminUser.t.custom_backup
-rw-rw----. 1 otrs apache 7939 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/Admin/AdminCustomerUserService.t.custom_backup
-rw-rw----. 1 otrs apache 6601 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentTicketPhone/ServiceDropdown.t.custom_backup
-rw-rw----. 1 otrs apache 20862 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentStatistics/Add.t.custom_backup
-rw-rw----. 1 otrs apache 13463 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentStatistics/Import.t.custom_backup
-rw-rw----. 1 otrs apache 21428 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentTicketActionCommon/AgentTicketFreeText.t.custom_backup
-rw-rw----. 1 otrs apache 10122 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentTicketService.t.custom_backup
-rw-rw----. 1 otrs apache 23225 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentTicketEmail.t.custom_backup
-rw-rw----. 1 otrs apache 25348 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentTicketActionCommonACL.t.custom_backup
-rw-rw----. 1 otrs apache 24397 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentTicketPhone.t.custom_backup
-rw-rw----. 1 otrs apache 14494 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Agent/AgentTicketActionCommonACLFrontend.t.custom_backup
-rw-rw----. 1 otrs apache 6050 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Output/Preferences/Agent/CustomService.t.custom_backup
-rw-rw----. 1 otrs apache 18859 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Output/TicketZoom/TicketInformation.t.custom_backup
-rw-rw----. 1 otrs apache 9572 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Output/ToolBar/TicketService.t.custom_backup
-rw-rw----. 1 otrs apache 41150 Apr  2 14:54 /opt/otrs/scripts/test/Selenium/Output/PDFTicket.t.custom_backup
-rw-rw----. 1 otrs apache 14960 Apr  2 14:54 /opt/otrs/scripts/test/ProcessManagement/TransitionAction/TicketSLASet.t.custom_backup
-rw-rw----. 1 otrs apache 14348 Apr  2 14:54 /opt/otrs/scripts/test/ProcessManagement/TransitionAction/TicketServiceSet.t.custom_backup
-rw-rw----. 1 otrs apache 93721 Apr  2 14:54 /opt/otrs/scripts/test/ProcessManagement/Process.t.custom_backup
-rw-rw----. 1 otrs apache 25289 Apr  2 14:54 /opt/otrs/scripts/test/SLA.t.custom_backup
-rw-rw----. 1 otrs apache 77011 Apr  2 14:54 /opt/otrs/scripts/test/Ticket.t.custom_backup
-rw-rw----. 1 otrs apache 10467 Apr  2 14:54 /opt/otrs/scripts/test/CustomerUserService.t.custom_backup
-rw-rw----. 1 otrs apache 35039 Apr  2 14:54 /opt/otrs/scripts/test/Service.t.custom_backup

Dont say i need to clean every file? Is something wrong with the Migration?

Best regards

hanneshal commented 1 year ago

Hi,

sadly, yes. But the scheme is always the same. custom_backup => .pm and you are fine.

I think there was something wrong before(1). The custom_backup copies are only created if they are modified. Usually happens on RPM updates. I can't tell what went wrong here, but I never seen this before. By the time we had several RPM updates and they all went fine. Maybe there was a permission issue on the way or something else. I can't tell.

The most files are related to ITSM I would say, but not all of them.

@rkaldung If you have an idea for @BacherInIT feel free to add. But at this point I do not see an issue with Znuny or with the RPM.

Regards Johannes

Edit: (1) That the file is / was from 2015 points me to that conclusion.

BacherInIT commented 1 year ago

Thank you for your help, it works now.

Best regards

znuny / Znuny