Customers cannot view their tickets
I have some customers who are getting the following error when attempting to open tickets they have open. Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, boyd.jewett@swift.com 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. _____ Apache/2.0.63 (Unix) mod_ssl/2.0.63 OpenSSL/0.9.7d DAV/2 Server at webserver.domain.name.com Port 443 However, when they hit F5 to refresh the screen the ticket shows up correctly and the agents were always able to see the ticket with no issues. This is a very intermittent issue and only happens less than 1% or the time. Can someone please point me in the correct direction to get this resolved? Thank you. With regards, Boyd JEWETT
* JEWETT Boyd
More information about this error may be available in the server error log.
And what's in the server log? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt@charite.de | http://www.charite.de
On Monday 29 March 2010 18:01:20 JEWETT Boyd wrote:
More information about this error may be available in the server error log.
Hi, What are the entries that appear in the server's error log about the failed requests? You should be looking for 5xx response codes. Regards -- Blade hails you... My Lord, to you, let me become what my child thinks I am In you is the beauty of the world, of which death made me an artist --Nightwish
I didn't find anything in the server or error logs but in the apache access_log I found a couple of entries like this: xxx.xxx.xxx.xxx - - [29/Mar/2010:15:03:59 +0000] "GET /otrs/customer.pl?Action=CustomerTicketZoom&TicketID=924 HTTP/1.1" 500 656 And in the ssl_request_log I see: [29/Mar/2010:15:03:59 +0000] xxx.xxx.xxx.xxx SSLv3 RC4-MD5 "GET /otrs/customer.pl?Action=CustomerTicketZoom&TicketID=924 HTTP/1.1" 656 Thank you. With Regards, Boyd JEWETT -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Boyan Tabakov Sent: Monday, March 29, 2010 11:09 AM To: otrs@otrs.org Subject: Re: [otrs] Customers cannot view their tickets On Monday 29 March 2010 18:01:20 JEWETT Boyd wrote:
More information about this error may be available in the server error log.
Hi, What are the entries that appear in the server's error log about the failed requests? You should be looking for 5xx response codes. Regards -- Blade hails you... My Lord, to you, let me become what my child thinks I am In you is the beauty of the world, of which death made me an artist --Nightwish
On Monday 29 March 2010 19:08:59 JEWETT Boyd wrote:
I didn't find anything in the server or error logs but in the apache access_log I found a couple of entries like this:
xxx.xxx.xxx.xxx - - [29/Mar/2010:15:03:59 +0000] "GET /otrs/customer.pl?Action=CustomerTicketZoom&TicketID=924 HTTP/1.1" 500 656
And in the ssl_request_log I see:
[29/Mar/2010:15:03:59 +0000] xxx.xxx.xxx.xxx SSLv3 RC4-MD5 "GET /otrs/customer.pl?Action=CustomerTicketZoom&TicketID=924 HTTP/1.1" 656
Hi, Do you see any entries in the error log? For example 'file not found' 404 errors? Check if you have vhost-specific logs and a server-wide error log. Error logging should be enabled by default, so check also if it is disabled for some reason. Without info from the web server, it will be hard to determine what is the cause of the internal error. Sporadic internal errors are sometimes caused by high system load - check if you have set some limits on number of allowed processes or open files. Again, errors like these should appear in apache's error log. Regards -- Blade hails you... Join my soul the Hunter in the sky --Nightwish
participants (3)
-
Boyan Tabakov -
JEWETT Boyd -
Ralf Hildebrandt