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November 2015

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strange CMDB search issue with CIAttributeCollection
by Raul Orav 24 Nov '15

24 Nov '15

Hello, I upgraded just to OTRS 5.0.3. It seems that when using CIAttributeCollection then CMDB search window doesn’t work - it’s not possible to select “Additional filters”. For example when I want to search by CI name - I can’t select by name. This “+” doesn’t work. By the way - I have noticed that I can’t work without “CIAttributeCollection” - after upgrading (tried 5.0 and 5.0.1 also) CMDB doesn’t work without “ CIAttributeCollection”. If I remember correctly - the same issue was when upgraded to OTRS 4 also. If I remove “ CIAttributeCollection” then everything works, until some time or until I restart Apache2 - then I get “Internal server error”. It looks like I’m not able to remove “ CIAttributeCollection” completely. Either there is a javascript error or … Internal server error message: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, info(a)visioline.ee <mailto:info@visioline.ee> 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. > And after restarting Apache2 or after some time removing CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl?Action=AgentITSMConfigItem > > Traceback (10503): > Module: Kernel::System::ObjectManager::_DieWithError Line: 533 > Module: Kernel::System::ObjectManager::_ObjectBuild Line: 200 > Module: Kernel::System::ObjectManager::Get Line: 180 > Module: Kernel::System::ITSMConfigItem::XML::XMLValueLookup Line: 54 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash Line: 567 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run Line: 330 > Module: Kernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow Line: 580 > Module: Kernel::Modules::AgentITSMConfigItem::Run Line: 306 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > Module: (eval) (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > [Tue Nov 24 17:20:02 2015] [error] Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191.\n at /opt/otrs//Kernel/System/ObjectManager.pm line 537\n\tKernel::System::ObjectManager::_DieWithError('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Error', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could...') called at /opt/otrs//Kernel/System/ObjectManager.pm line 200\n\tKernel::System::ObjectManager::_ObjectBuild('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Package', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ObjectManager.pm line 180\n\tKernel::System::ObjectManager::Get('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ITSMConfigItem/XML.pm line 54\n\tKernel::System::ITSMConfigItem::XML::XMLValueLookup('Kernel::System::ITSMConfigItem=HASH(0xf93f9400)', 'Item', 'HASH(0xfa015a58)', 'Value', '') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 567\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'XMLDefinition', 'ARRAY(0xfa014218)', 'XMLData', 'HASH(0xfa0342f8)') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 330\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'ShowColumns', 'ARRAY(0xf8c524a8)', 'View', 'Small', 'Filter', 36, 'LinkPage', 'Filter=36;View=;SortBy=Number;OrderBy=Down;', ...) called at /opt/otrs//Kernel/Output/HTML/Layout/ITSMConfigItem.pm line 580\n\tKernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow('Kernel::Output::HTML::Layout=HASH(0xf8323f38)', 'ConfigItemIDs', 'ARRAY(0xf94a3e70)', 'Total', 135, 'View', '', 'Filter', 36, ...) called at /opt/otrs//Kernel/Modules/AgentITSMConfigItem.pm line 306\n\tKernel::Modules::AgentITSMConfigItem::Run('Kernel::Modules::AgentITSMConfigItem=HASH(0xf935e258)') called at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 1041\n\tKernel::System::Web::InterfaceAgent::Run('Kernel::System::Web::InterfaceAgent=HASH(0xf84ec030)') called at /opt/otrs/bin/cgi-bin/index.pl line 40\n\tModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler('Apache2::RequestRec=SCALAR(0xf7c7d808)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\teval {...} called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\tModPerl::RegistryCooker::run('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 170\n\tModPerl::RegistryCooker::default_handler('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/Registry.pm line 31\n\tModPerl::Registry::handler('ModPerl::Registry', 'Apache2::RequestRec=SCALAR(0xf7c7d808)') called at -e line 0\n\teval {...} called at -e line 0\n > > > CIAttributeColletion info: > > Kirjeldus: > (en) ITSM-CIAttributeCollection - provides additional CI-attributes. > BuildDate: > 2015-11-16 16:05:58 > BuildHost: > cvs.intra.cape-it.de <http://cvs.intra.cape-it.de/> > Framework: > 5.0.x > Litsents: > GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 > MD5sum: > 54b008d02411d4275d6ff65571d0fc4a > ModuleRequired: > Digest::MD5 > ModuleRequired: > Encode > Nimi: > ITSM-CIAttributeCollection > PackageRequired: > ITSMConfigurationManagement > URL: > http://www.cape-it.de/ <http://www.cape-it.de/> > Tootja: > c.a.p.e. IT GmbH > Versioon: > 5.0.0 > SYSlog in OTRS: > > Tue Nov 24 17:39:09 2015 error OTRS-CGI-10 Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191. > > Uninstall log: > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeUninstall(); > > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine new redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 55. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeInstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 72. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeReinstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 92. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUpgrade redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 109. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUninstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 125. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546. > Notice: Removed file: /opt/otrs/ITSM-CIAttributeCollection.sopm > Notice: Removed file: /opt/otrs/doc/CHANGES_ITSM-CIAttributeCollection.md > Notice: Removed file: /opt/otrs/doc/en/ITSM-CIAttributeCollection.pdf > Notice: Removed file: /opt/otrs/doc/en/USAGE_itsm-ciattributecollection.pod > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCIClassSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentQueueSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentServiceSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Recovered: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm.save > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerUserCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentITSMCITicketSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentSLASearch.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCIClassSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentQueueSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentServiceSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerUserCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentUserSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentITSMCITicketSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentSLASearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDummyX.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutEncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutUser.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutQueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTextLink.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutSLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/QueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/ServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DummyX.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/User.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/EncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TextLink.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/SLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/CIClassReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/ServiceReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/TicketReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMCIAttributCollectionUtils.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CIClassSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ServiceSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.QueueSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerUserCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.UserSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ITSMCITicketSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.SLASearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/ITSM.Agent.ConfigItem.Search.CIAttrColl.js > Notice: Removed file: /opt/otrs/Kernel/Config/Files/CIAttributeCollection.xml > Notice: Removed file: /opt/otrs/Kernel/Config/Files/AttachmentStorage.xml > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_ITSMCIAttributeCollection.pm > Notice: Removed file: /opt/otrs/var/packagesetup/ITSM_CIAttributeCollection.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > > Installing ITSM_CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl > Traceback (11342): > Module: Kernel::System::Package::_Database Line: 2766 > Module: Kernel::System::Package::PackageInstall Line: 590 > Module: Kernel::Modules::AdminPackageManager::_InstallHandling Line: 1848 > Module: Kernel::Modules::AdminPackageManager::Run Line: 1235 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > Module: (eval) (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > Notice: ALTER TABLE attachment_dir_preferences ADD CONSTRAINT FK_attachment_dir_preferences_attachment_directory_id_id FOREIGN KEY (attachment_directory_id) REFERENCES attachment_directory (id) > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeInstall(); > > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546.

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