SurveyModule Frontend Fatal Error

Walter Moore

21 Jun 2013 21 Jun '13

2:06 p.m.

We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work. When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error? Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous pagehttps://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey... . https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey... Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

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Johannes Hoerburger

21 Jun 21 Jun

2:34 p.m.

Hi Walter, seems somehow that the link you're sending gets scrambeled,

...

/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 is missing an "&" between PublicSurvey and PublicSurveyKey.

At the moment I'm not sure how that happened, I'll try reproduce the error on test systems over here, but won't have the chance to get on it till tomorrow… Kind regards Johannes Hoerburger Am 21.06.2013 um 16:06 schrieb Walter Moore :

...

We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!*** --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Johannes Hoerburger

22 Jun 22 Jun

7:21 a.m.

Hi Walter, in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1. Creating a Survey out of the box, without changing the Survey text, worked perfectly. My guess is, on creating/editing the survey the link being sent to customers got changed. To make sure it works, go into your master survey, choose "Edit General Info", scroll down to "Body:" and make sure that the link, your customers should click on, looks like that: http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicS... Replace "your.hostanddomainname.com" with the host and domain name of your OTRS instance. IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey, otherwise you'll end up with the same problem you actually have… If you still have problems after checking the link, just copy it to this mailinglist and I'll try to debug it for you. Kind regards, Johannes Hoerburger Am 21.06.2013 um 16:06 schrieb Walter Moore :

...

We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!*** --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Walter Moore

25 Jun 25 Jun

1:22 p.m.

Thank you again for checking into this! This is the string in the body of my survey: http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey= ..so that much seems correct. I also created a new survey, just to double check the behavior of the survey and check on the link text. I received the same error included in my first e-mail. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25 09:21:14 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 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 On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger < johannes.hoerburger@otrs.com> wrote:

...

Hi Walter,

in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.

Creating a Survey out of the box, without changing the Survey text, worked perfectly.

My guess is, on creating/editing the survey the link being sent to customers got changed.

To make sure it works, go into your master survey, choose "Edit General Info", scroll down to "Body:" and make sure that the link, your customers should click on, looks like that:

http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicS...

Replace "your.hostanddomainname.com" with the host and domain name of your OTRS instance.

IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey, otherwise you'll end up with the same problem you actually have…

If you still have problems after checking the link, just copy it to this mailinglist and I'll try to debug it for you.

Kind regards, Johannes Hoerburger

Am 21.06.2013 um 16:06 schrieb Walter Moore :

...
We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!*** --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

Steven Carr

1:26 p.m.

So it looks like when you upgraded either you didn't copy over the PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file from the old version or the upgrade trashed it. Dig in your backups to find that file and restore it. Steve On 25 June 2013 14:22, Walter Moore wrote:

...

Thank you again for checking into this!

This is the string in the body of my survey: http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=

..so that much seems correct.

I also created a new survey, just to double check the behavior of the survey and check on the link text. I received the same error included in my first e-mail.

Error Details

Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25 09:21:14 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9 Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 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

On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger wrote:

...
Hi Walter,

in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.

Creating a Survey out of the box, without changing the Survey text, worked perfectly.

My guess is, on creating/editing the survey the link being sent to customers got changed.

To make sure it works, go into your master survey, choose "Edit General Info", scroll down to "Body:" and make sure that the link, your customers should click on, looks like that:

http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicS...

Replace "your.hostanddomainname.com" with the host and domain name of your OTRS instance.

IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey, otherwise you'll end up with the same problem you actually have…

If you still have problems after checking the link, just copy it to this mailinglist and I'll try to debug it for you.

Kind regards, Johannes Hoerburger

Am 21.06.2013 um 16:06 schrieb Walter Moore :

...
We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!*** --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Walter Moore

1:35 p.m.

No, it was not working before the upgrade - the error hasn't changed. Also, quite obviously, the file in question is dynamically generated - you'll not that each survey gives the same error, but different keys. On Tue, Jun 25, 2013 at 9:26 AM, Steven Carr wrote:

...

So it looks like when you upgraded either you didn't copy over the PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file from the old version or the upgrade trashed it. Dig in your backups to find that file and restore it.

Steve

On 25 June 2013 14:22, Walter Moore wrote:

...
Thank you again for checking into this!

This is the string in the body of my survey:

http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=

...
..so that much seems correct.

I also created a new survey, just to double check the behavior of the

survey

...
and check on the link text. I received the same error included in my first e-mail.

Error Details

Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25 09:21:14 2013 Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm

...
not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9 Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module:

ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler

...
(unknown version) Line: 41 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

On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger wrote:

...
Hi Walter,

in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.

Creating a Survey out of the box, without changing the Survey text,

worked

...
perfectly.

My guess is, on creating/editing the survey the link being sent to customers got changed.

To make sure it works, go into your master survey, choose "Edit General Info", scroll down to "Body:" and make sure that the link, your customers should click on, looks like that:

http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicS...

...
Replace "your.hostanddomainname.com" with the host and domain name of

your

...
OTRS instance.

IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey, otherwise you'll end up with the same problem you actually have…

If you still have problems after checking the link, just copy it to this mailinglist and I'll try to debug it for you.

Kind regards, Johannes Hoerburger

Am 21.06.2013 um 16:06 schrieb Walter Moore :

...
We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..]

...
Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm

...
not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module:

ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler

...
(unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!*** --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Johannes Hoerburger

1:48 p.m.

Hi Walter, one more question: Are you using the delayed mail functionality? (Sending mails a certain time periode after a ticked got closed) Kind regards, Johannes Am 25.06.2013 um 15:35 schrieb Walter Moore :

...

No, it was not working before the upgrade - the error hasn't changed. Also, quite obviously, the file in question is dynamically generated - you'll not that each survey gives the same error, but different keys.

On Tue, Jun 25, 2013 at 9:26 AM, Steven Carr wrote:

...
So it looks like when you upgraded either you didn't copy over the PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file from the old version or the upgrade trashed it. Dig in your backups to find that file and restore it.

Steve

On 25 June 2013 14:22, Walter Moore wrote:

...
Thank you again for checking into this!

This is the string in the body of my survey: http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=

..so that much seems correct.

I also created a new survey, just to double check the behavior of the survey and check on the link text. I received the same error included in my first e-mail.

Error Details

Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25 09:21:14 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9 Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 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

On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger wrote:

...
Hi Walter,

in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.

Creating a Survey out of the box, without changing the Survey text, worked perfectly.

My guess is, on creating/editing the survey the link being sent to customers got changed.

To make sure it works, go into your master survey, choose "Edit General Info", scroll down to "Body:" and make sure that the link, your customers should click on, looks like that:

http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicS...

Replace "your.hostanddomainname.com" with the host and domain name of your OTRS instance.

IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey, otherwise you'll end up with the same problem you actually have…

If you still have problems after checking the link, just copy it to this mailinglist and I'll try to debug it for you.

Kind regards, Johannes Hoerburger

Am 21.06.2013 um 16:06 schrieb Walter Moore :

...
We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

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-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

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-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

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Walter Moore

1:59 p.m.

As you noted earlier in the thread, the URL is scrambled - the `&' gets replaced by %3b. If I edit the URL by hand, I see the survey and can submit it. I should have tested that earlier! Other questions.. I am not using delayed mail, or, at least, I have never tried to set it up and am not intentionally using it. At any rate delivery is close to instant. Steve - thanks, always a good idea to double-check permissions. I ran otrs.SetPermissions.pl and compared before/after.. permissions don't seem to be the source of the problem in this case. On Tue, Jun 25, 2013 at 9:48 AM, Johannes Hoerburger < johannes.hoerburger@otrs.com> wrote:

...

Hi Walter, one more question: Are you using the delayed mail functionality? (Sending mails a certain time periode after a ticked got closed)

Kind regards, Johannes

Am 25.06.2013 um 15:35 schrieb Walter Moore :

No, it was not working before the upgrade - the error hasn't changed. Also, quite obviously, the file in question is dynamically generated - you'll not that each survey gives the same error, but different keys.

On Tue, Jun 25, 2013 at 9:26 AM, Steven Carr wrote:

...
So it looks like when you upgraded either you didn't copy over the PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file from the old version or the upgrade trashed it. Dig in your backups to find that file and restore it.

Steve

On 25 June 2013 14:22, Walter Moore wrote:

...
Thank you again for checking into this!

This is the string in the body of my survey:

http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=

...
..so that much seems correct.

I also created a new survey, just to double check the behavior of the

survey

...
and check on the link text. I received the same error included in my first e-mail.

Error Details

Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25 09:21:14 2013 Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm

...
not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9 Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module:

ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler

...
(unknown version) Line: 41 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

On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger wrote:

...
Hi Walter,

in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.

Creating a Survey out of the box, without changing the Survey text,

worked

...
perfectly.

My guess is, on creating/editing the survey the link being sent to customers got changed.

To make sure it works, go into your master survey, choose "Edit General Info", scroll down to "Body:" and make sure that the link, your customers should click on, looks like that:

http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicS...

...
Replace "your.hostanddomainname.com" with the host and domain name of

your

...
OTRS instance.

IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey, otherwise you'll end up with the same problem you actually have…

If you still have problems after checking the link, just copy it to this mailinglist and I'll try to debug it for you.

Kind regards, Johannes Hoerburger

Am 21.06.2013 um 16:06 schrieb Walter Moore :

...
We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..]

...
Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm

...
not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module:

ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler

...
(unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!*** --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Steven Carr

2:18 p.m.

In that case it definitely looks like a bug if the URL is being encoded incorrectly. Head on over to http://bugs.otrs.org and see if it's already been logged (or log it). Steve On 25 June 2013 14:59, Walter Moore wrote:

...

As you noted earlier in the thread, the URL is scrambled - the `&' gets replaced by %3b.

If I edit the URL by hand, I see the survey and can submit it. I should have tested that earlier!

Other questions.. I am not using delayed mail, or, at least, I have never tried to set it up and am not intentionally using it. At any rate delivery is close to instant.

Steve - thanks, always a good idea to double-check permissions. I ran otrs.SetPermissions.pl and compared before/after.. permissions don't seem to be the source of the problem in this case.

On Tue, Jun 25, 2013 at 9:48 AM, Johannes Hoerburger wrote:

...
Hi Walter, one more question: Are you using the delayed mail functionality? (Sending mails a certain time periode after a ticked got closed)

Kind regards, Johannes

Am 25.06.2013 um 15:35 schrieb Walter Moore :

No, it was not working before the upgrade - the error hasn't changed. Also, quite obviously, the file in question is dynamically generated - you'll not that each survey gives the same error, but different keys.

On Tue, Jun 25, 2013 at 9:26 AM, Steven Carr wrote:

...
So it looks like when you upgraded either you didn't copy over the PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file from the old version or the upgrade trashed it. Dig in your backups to find that file and restore it.

Steve

On 25 June 2013 14:22, Walter Moore wrote:

...
Thank you again for checking into this!

This is the string in the body of my survey:

http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=

..so that much seems correct.

I also created a new survey, just to double check the behavior of the survey and check on the link text. I received the same error included in my first e-mail.

Error Details

Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25 09:21:14 2013 Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm not found! RemoteAddress: 216.146.171.10 RequestURI:

/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9 Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module:

ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 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

On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger wrote:

...
Hi Walter,

in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.

Creating a Survey out of the box, without changing the Survey text, worked perfectly.

My guess is, on creating/editing the survey the link being sent to customers got changed.

To make sure it works, go into your master survey, choose "Edit General Info", scroll down to "Body:" and make sure that the link, your customers should click on, looks like that:

http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicS...

Replace "your.hostanddomainname.com" with the host and domain name of your OTRS instance.

IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey, otherwise you'll end up with the same problem you actually have…

If you still have problems after checking the link, just copy it to this mailinglist and I'll try to debug it for you.

Kind regards, Johannes Hoerburger

Am 21.06.2013 um 16:06 schrieb Walter Moore :

...
We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI:

/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module:

ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Johannes Hoerburger

3:35 p.m.

Thx for all the testing Walter! Concerning the delayed mail question, I was writing it, because the current Survey version has a Bug that delivers incorrect Survey Keys if using delayed mail. This bug is fixed in the Sourcecode and will be available in the next Survey version coming out next week. Concerning the URI Encoding that is actually happening on your Survey link (";" gets encoded to "%3B") I have to do further research to find the cause for it. (If it would have happened to everyone I'm sure I would have heard of it earlier, as well as on MySQL & the preconfigured Body it worked). I hope I can give you more info as of tomorrow morning. Kind regards, Johannes Hoerburger Am 25.06.2013 um 15:59 schrieb Walter Moore :

...

As you noted earlier in the thread, the URL is scrambled - the `&' gets replaced by %3b.

If I edit the URL by hand, I see the survey and can submit it. I should have tested that earlier!

Other questions.. I am not using delayed mail, or, at least, I have never tried to set it up and am not intentionally using it. At any rate delivery is close to instant.

Steve - thanks, always a good idea to double-check permissions. I ran otrs.SetPermissions.pl and compared before/after.. permissions don't seem to be the source of the problem in this case.

Steven Carr

1:49 p.m.

Then it might be worth setting the permissions (otrs.SetPermissions.pl) as if those files are supposed to be randomly generated and they aren't there then OTRS might not be able to create them in the first place. Steve On 25 June 2013 14:35, Walter Moore wrote:

...

No, it was not working before the upgrade - the error hasn't changed. Also, quite obviously, the file in question is dynamically generated - you'll not that each survey gives the same error, but different keys.

On Tue, Jun 25, 2013 at 9:26 AM, Steven Carr wrote:

...
So it looks like when you upgraded either you didn't copy over the PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file from the old version or the upgrade trashed it. Dig in your backups to find that file and restore it.

Steve

On 25 June 2013 14:22, Walter Moore wrote:

...
Thank you again for checking into this!

This is the string in the body of my survey:

http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=

..so that much seems correct.

I also created a new survey, just to double check the behavior of the survey and check on the link text. I received the same error included in my first e-mail.

Error Details

Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25 09:21:14 2013 Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm not found! RemoteAddress: 216.146.171.10 RequestURI:

/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9 Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module:

ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 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

On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger wrote:

...
Hi Walter,

in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.

Creating a Survey out of the box, without changing the Survey text, worked perfectly.

My guess is, on creating/editing the survey the link being sent to customers got changed.

To make sure it works, go into your master survey, choose "Edit General Info", scroll down to "Body:" and make sure that the link, your customers should click on, looks like that:

http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicS...

Replace "your.hostanddomainname.com" with the host and domain name of your OTRS instance.

IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey, otherwise you'll end up with the same problem you actually have…

If you still have problems after checking the link, just copy it to this mailinglist and I'll try to debug it for you.

Kind regards, Johannes Hoerburger

Am 21.06.2013 um 16:06 schrieb Walter Moore :

...
We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work.

When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error?

Oops! An Error occurred. Error Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module

Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI:

/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67 Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module:

ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!*** --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

***Reminder! ITS will never ask you to e-mail your password!***

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr

"It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355)

I'm on twitter: http://twitter.com/moorewreckerd

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Johannes Hoerburger
Steven Carr
Walter Moore