OTRS Import won't work: StatusCode: 500 {"error":"undefined method `each' for nil:NilClass"}

Infos:

  • Used Zammad version:
    2.3.x

  • Used Zammad installation source: (source, package, …)
    package

  • Operating system:
    Debian 9.3

  • Browser + version:
    Tried with both Firefox 58 and Chrome 64

Expected behavior:

  • Zammad should start with the import of our OTRS Tickets 'n Stuff

Actual behavior:

  • This error is being displayed when visiting: http://myip/#import/otrs, inserting the import-url, and clicking on the button to start the import.

StatusCode: 500
{“error”:“undefined method `each’ for nil:NilClass”}

Steps to reproduce the behavior:

  • Not 100% sure if this is reproducable, I already tried the stuff mentioned in Github Issue #1245

Hi @DerGemeine - can you please provide your log/production.log file?

Hi Thorsten,

thanks for helping me out on this one.
I changed the name of the tld, no worries there.

I, [2018-03-11T15:50:37.882967 #1196] INFO – : Scheduler running…
I, [2018-03-11T15:50:37.891380 #1196] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2018-03-11T15:50:37.891516 #1196] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2018-03-11T15:50:37.891566 #1196] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2018-03-11T15:50:37.891608 #1196] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2018-03-11T15:50:37.891648 #1196] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2018-03-11T15:50:37.892020 #1196] INFO – : Started job thread for ‘Process auto unassign tickets’ (Ticket.process_auto_unassign)…
I, [2018-03-11T15:50:37.897993 #1196] INFO – : execute Ticket.process_auto_unassign (try_count 0)…
I, [2018-03-11T15:50:37.905804 #1196] INFO – : …stopped thread for ‘Ticket.process_auto_unassign’
I, [2018-03-11T15:50:38.757320 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:50:47.893178 #1196] INFO – : Started job thread for ‘Import Jobs’ (ImportJob.start_registered)…
I, [2018-03-11T15:50:47.903587 #1196] INFO – : execute ImportJob.start_registered (try_count 0)…
I, [2018-03-11T15:50:47.910524 #1196] INFO – : …stopped thread for ‘ImportJob.start_registered’
I, [2018-03-11T15:50:57.893723 #1196] INFO – : Started job thread for ‘Process pending tickets’ (Ticket.process_pending)…
I, [2018-03-11T15:50:57.903517 #1196] INFO – : execute Ticket.process_pending (try_count 0)…
I, [2018-03-11T15:50:57.917923 #1196] INFO – : …stopped thread for ‘Ticket.process_pending’
I, [2018-03-11T15:51:05.609580 #1196] INFO – : Started job thread for ‘Delete old online notification entries.’ (OnlineNotification.cleanup)…
I, [2018-03-11T15:51:05.616766 #1196] INFO – : execute OnlineNotification.cleanup (try_count 0)…
I, [2018-03-11T15:51:05.625688 #1196] INFO – : …stopped thread for ‘OnlineNotification.cleanup’
I, [2018-03-11T15:51:06.485087 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:51:15.610513 #1196] INFO – : Started job thread for ‘Generate user based stats.’ (Stats.generate)…
I, [2018-03-11T15:51:15.620324 #1196] INFO – : execute Stats.generate (try_count 0)…
I, [2018-03-11T15:51:15.630439 #1196] INFO – : …stopped thread for ‘Stats.generate’
I, [2018-03-11T15:51:25.610878 #1196] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2018-03-11T15:51:25.611743 #1196] INFO – : Started job thread for ‘Cleanup expired sessions’ (SessionHelper.cleanup_expired)…
I, [2018-03-11T15:51:25.621065 #1196] INFO – : execute SessionHelper.cleanup_expired (try_count 0)…
I, [2018-03-11T15:51:25.630025 #1196] INFO – : …stopped thread for ‘SessionHelper.cleanup_expired’
I, [2018-03-11T15:51:35.612802 #1196] INFO – : Started job thread for ‘Closed chat sessions where participients are offline.’ (Chat.cleanup_close)…
I, [2018-03-11T15:51:35.621906 #1196] INFO – : execute Chat.cleanup_close (try_count 0)…
I, [2018-03-11T15:51:35.627137 #1196] INFO – : …stopped thread for ‘Chat.cleanup_close’
I, [2018-03-11T15:51:36.497174 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:51:55.193995 #1196] INFO – : execute Job.run (try_count 0)…
I, [2018-03-11T15:52:06.510109 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:52:36.522244 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:52:37.249305 #1192] INFO – : Started GET “/” for 127.0.0.1 at 2018-03-11 15:52:37 +0100
I, [2018-03-11T15:52:37.271045 #1192] INFO – : Processing by InitController#index as HTML
I, [2018-03-11T15:52:37.365680 #1192] INFO – : Rendering init/index.html.erb within layouts/application
I, [2018-03-11T15:52:37.367229 #1192] INFO – : Rendered init/index.html.erb within layouts/application (1.3ms)
I, [2018-03-11T15:52:37.373706 #1192] INFO – : Completed 200 OK in 102ms (Views: 9.1ms | ActiveRecord: 86.0ms)
I, [2018-03-11T15:52:37.877562 #1192] INFO – : Started POST “/api/v1/signshow” for 127.0.0.1 at 2018-03-11 15:52:37 +0100
I, [2018-03-11T15:52:37.886941 #1192] INFO – : Processing by SessionsController#show as JSON
I, [2018-03-11T15:52:37.887074 #1192] INFO – : Parameters: {“fingerprint”=>"-1140119626"}
I, [2018-03-11T15:52:37.950694 #1192] INFO – : Completed 200 OK in 63ms (Views: 16.0ms | ActiveRecord: 5.9ms)
I, [2018-03-11T15:52:37.966762 #1192] INFO – : Started GET “/api/v1/translations/lang/de-de?=1520779960234" for 127.0.0.1 at 2018-03-11 15:52:37 +0100
I, [2018-03-11T15:52:37.979842 #1192] INFO – : Processing by TranslationsController#lang as JSON
I, [2018-03-11T15:52:37.979923 #1192] INFO – : Parameters: {"
”=>“1520779960234”, “locale”=>“de-de”}
I, [2018-03-11T15:52:38.216791 #1192] INFO – : Completed 200 OK in 237ms (Views: 16.7ms | ActiveRecord: 28.1ms)
I, [2018-03-11T15:52:38.288757 #1192] INFO – : Started GET “/api/v1/getting_started?=1520779960235" for 127.0.0.1 at 2018-03-11 15:52:38 +0100
I, [2018-03-11T15:52:38.294434 #1192] INFO – : Processing by GettingStartedController#index as JSON
I, [2018-03-11T15:52:38.294517 #1192] INFO – : Parameters: {"
”=>“1520779960235”}
I, [2018-03-11T15:52:38.298480 #1192] INFO – : Completed 200 OK in 4ms (Views: 0.2ms | ActiveRecord: 1.2ms)
I, [2018-03-11T15:52:39.715615 #1192] INFO – : Started GET “/api/v1/getting_started?=1520779960236" for 127.0.0.1 at 2018-03-11 15:52:39 +0100
I, [2018-03-11T15:52:39.719515 #1192] INFO – : Processing by GettingStartedController#index as JSON
I, [2018-03-11T15:52:39.719565 #1192] INFO – : Parameters: {"
”=>“1520779960236”}
I, [2018-03-11T15:52:39.721964 #1192] INFO – : Completed 200 OK in 2ms (Views: 0.1ms | ActiveRecord: 0.6ms)
I, [2018-03-11T15:52:45.613954 #1196] INFO – : Scheduler running…
I, [2018-03-11T15:52:45.621620 #1196] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2018-03-11T15:52:45.621733 #1196] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2018-03-11T15:52:45.621809 #1196] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2018-03-11T15:52:45.621951 #1196] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2018-03-11T15:52:45.622024 #1196] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2018-03-11T15:52:45.623479 #1196] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2018-03-11T15:53:05.015789 #1196] INFO – : execute Import::OTRS.diff_worker (try_count 0)…
I, [2018-03-11T15:53:06.533978 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:53:36.545852 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:53:45.624916 #1196] INFO – : Scheduler running…
I, [2018-03-11T15:53:45.632932 #1196] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2018-03-11T15:53:45.633051 #1196] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2018-03-11T15:53:45.633119 #1196] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2018-03-11T15:53:45.633182 #1196] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2018-03-11T15:53:45.633252 #1196] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2018-03-11T15:53:45.635346 #1196] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2018-03-11T15:54:05.269858 #1196] INFO – : execute Ticket.process_escalation (try_count 0)…
I, [2018-03-11T15:54:06.557690 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:54:36.567371 #1196] INFO – : execute Channel.fetch (try_count 0)…
I, [2018-03-11T15:54:45.635989 #1196] INFO – : Scheduler running…
I, [2018-03-11T15:54:45.644738 #1196] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2018-03-11T15:54:45.644887 #1196] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2018-03-11T15:54:45.644967 #1196] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2018-03-11T15:54:45.645033 #1196] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2018-03-11T15:54:45.645096 #1196] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2018-03-11T15:54:45.646509 #1196] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2018-03-11T15:54:46.390458 #1192] INFO – : Started GET “/api/v1/getting_started?=1520779960237" for 127.0.0.1 at 2018-03-11 15:54:46 +0100
I, [2018-03-11T15:54:46.394819 #1192] INFO – : Processing by GettingStartedController#index as JSON
I, [2018-03-11T15:54:46.394881 #1192] INFO – : Parameters: {"
”=>“1520779960237”}
I, [2018-03-11T15:54:46.397397 #1192] INFO – : Completed 200 OK in 2ms (Views: 0.1ms | ActiveRecord: 0.5ms)
I, [2018-03-11T15:54:51.595689 #1192] INFO – : Started POST “/api/v1/import/otrs/url_check” for 127.0.0.1 at 2018-03-11 15:54:51 +0100
I, [2018-03-11T15:54:51.601662 #1192] INFO – : Processing by ImportOtrsController#url_check as JSON
I, [2018-03-11T15:54:51.601777 #1192] INFO – : Parameters: {“url”=>“http://support.sometld.at/otrs/public.pl?Action=ZammadMigrator;Key=kScyukFV9zQXNwt0qdT3dtG7Uj5c3fJROANNdpnC7jaFJp1A1f7hbVbRupnMlA7”}
I, [2018-03-11T15:54:51.943991 #1192] INFO – : Setting.set(‘import_backend’, “otrs”)
I, [2018-03-11T15:54:51.951043 #1192] INFO – : Setting.set(‘import_otrs_endpoint’, “http://support.sometld.at/otrs/public.pl?Action=ZammadMigrator”)
I, [2018-03-11T15:54:51.961684 #1192] INFO – : Setting.set(‘import_otrs_endpoint_key’, “kScyukFV9zQXNwt0qdT3dtG7Uj5c3fJROANNdpnC7jaFJp1A1f7hbVbRupnMlA7”)
I, [2018-03-11T15:54:51.966856 #1192] INFO – : Completed 200 OK in 365ms (Views: 0.3ms | ActiveRecord: 4.9ms)
I, [2018-03-11T15:54:52.632244 #1192] INFO – : Started POST “/api/v1/import/otrs/import_check” for 127.0.0.1 at 2018-03-11 15:54:52 +0100
I, [2018-03-11T15:54:52.636263 #1192] INFO – : Processing by ImportOtrsController#import_check as JSON
I, [2018-03-11T15:54:52.636667 #1192] INFO – : thread#-: POST: http://support.sometld.at/otrs/public.pl?Action=ZammadMigrator
I, [2018-03-11T15:54:52.636704 #1192] INFO – : thread#-: PARAMS: {:Subaction=>“List”, :Action=>“ZammadMigrator”, :Key=>“kScyukFV9zQXNwt0qdT3dtG7Uj5c3fJROANNdpnC7jaFJp1A1f7hbVbRupnMlA7”}
I, [2018-03-11T15:54:52.972905 #1192] INFO – : thread#-: POST: http://support.sometld.at/otrs/public.pl?Action=ZammadMigrator
I, [2018-03-11T15:54:52.972998 #1192] INFO – : thread#-: PARAMS: {:Subaction=>“Export”, :Object=>“DynamicField”, :Limit=>"", :Offset=>"", :Diff=>0, :Action=>“ZammadMigrator”, :Key=>“kScyukFV9zQXNwt0qdT3dtG7Uj5c3fJROANNdpnC7jaFJp1A1f7hbVbRupnMlA7”}
E, [2018-03-11T15:54:53.259271 #1192] ERROR – : undefined method each' for nil:NilClass (NoMethodError) /opt/zammad/app/controllers/import_otrs_controller.rb:131:inimport_check’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/basic_implicit_render.rb:4:in send_action' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/base.rb:186:inprocess_action’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/rendering.rb:30:in process_action' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/callbacks.rb:20:inblock in process_action’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/callbacks.rb:131:in run_callbacks' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/callbacks.rb:19:inprocess_action’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/rescue.rb:20:in process_action' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/instrumentation.rb:32:inblock in process_action’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications.rb:166:in block in instrument' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications/instrumenter.rb:21:ininstrument’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications.rb:166:in instrument' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/instrumentation.rb:30:inprocess_action’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/params_wrapper.rb:252:in process_action' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/activerecord-5.1.4/lib/active_record/railties/controller_runtime.rb:22:inprocess_action’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/base.rb:124:in process' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionview-5.1.4/lib/action_view/rendering.rb:30:inprocess’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal.rb:189:in dispatch' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal.rb:253:indispatch’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:49:in dispatch' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:31:inserve’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:50:in block in serve' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:33:ineach’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:33:in serve' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:834:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in call!' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/builder.rb:63:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/etag.rb:25:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/conditional_get.rb:38:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/head.rb:12:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/session/abstract/id.rb:232:in context' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/session/abstract/id.rb:226:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/cookies.rb:613:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/callbacks.rb:26:inblock in call’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/callbacks.rb:97:in run_callbacks' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/callbacks.rb:24:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/debug_exceptions.rb:59:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/show_exceptions.rb:31:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:36:in call_app' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:24:inblock in call’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:69:in block in tagged' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:26:intagged’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:69:in tagged' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:24:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/remote_ip.rb:79:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/request_id.rb:25:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/method_override.rb:22:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/runtime.rb:22:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/cache/strategy/local_cache_middleware.rb:27:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/executor.rb:12:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/static.rb:125:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/sendfile.rb:111:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/engine.rb:522:in call' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/configuration.rb:225:incall’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:624:in handle_request' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:438:inprocess_client’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:302:in block in run' /opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/thread_pool.rb:120:inblock in spawn_thread’
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/logging-2.2.2/lib/logging/diagnostic_context.rb:474:in `block in create_with_logging_context’
I, [2018-03-11T15:54:53.261197 #1192] INFO – : Completed 500 Internal Server Error in 625ms (Views: 0.2ms | ActiveRecord: 0.0ms)
I, [2018-03-11T15:55:06.580233 #1196] INFO – : execute Channel.fetch (try_count 0)…

Thanks! Can you call the following URL (with the correct TLD) in your browser and post the result:

http://support.sometld.at/otrs/public.pl?Action=ZammadMigrator&Subaction=Export&Object=DynamicField&Key=kScyukFV9zQXNwt0qdT3dtG7Uj5c3fJROANNdpnC7jaFJp1A1f7hbVbRupnMlA7

Hey,

following JSON info gets listed when I call the URL you posted.

Success 1
Notice “zammad migrator 1.0”
Result
0
CreateTime “2012-12-11 15:01:10”
InternalField 0
ChangeTime “2012-12-11 15:08:53”
FieldType “Text”
ID 1
Config
DefaultValue null
PossibleValues null
ObjectType “Ticket”
FieldOrder 1
Name “TicketFreeKey1”
Label “TicketFreeKey1”
ValidID 1
1
InternalField 1
CreateTime “2013-09-10 14:52:39”
FieldType “ProcessID”
ChangeTime “2014-06-05 10:45:06”
ID 45
Config {}
Name “ProcessManagementProcessID”
FieldOrder 2
ObjectType “Ticket”
Label “Process”
ValidID 1
2
CreateTime “2013-09-10 14:52:39”
InternalField 1
ChangeTime “2014-06-05 10:45:06”
FieldType “ActivityID”
ID 46
Config {}
ObjectType “Ticket”
Name “ProcessManagementActivityID”
FieldOrder 3
Label “Activity”
ValidID 1
3
CreateTime “2012-12-11 15:01:10”
InternalField 0
ChangeTime “2014-06-05 10:45:06”
FieldType “Text”
ID 2
Config
TranslatableValues “1”
ObjectType “Ticket”
Name “TicketFreeText1”
FieldOrder 4
Label “SystemMonitoring HostName”
ValidID 1
4
CreateTime “2012-12-11 15:01:10”
InternalField 0
ChangeTime “2014-06-05 10:45:06”
FieldType “Text”
ID 3
Config
DefaultValue null
PossibleValues null
ObjectType “Ticket”
FieldOrder 5
Name “TicketFreeKey2”
Label “TicketFreeKey2”
ValidID 1
5
InternalField 0
CreateTime “2012-12-11 15:01:10”
FieldType “Text”
ChangeTime “2014-06-05 10:45:06”
ID 4
Config
TranslatableValues “1”
FieldOrder 6
Name “TicketFreeText2”
ObjectType “Ticket”
Label “SystemMonitoring ServiceName”
ValidID 1
6
CreateTime “2012-12-11 15:01:10”
InternalField 0
ChangeTime “2014-06-05 10:45:06”
FieldType “Text”
ID 5
Config
DefaultValue null
PossibleValues null
ObjectType “Ticket”
FieldOrder 7
Name “TicketFreeKey3”
Label “TicketFreeKey3”
ValidID 1
7
InternalField 0
CreateTime “2012-12-11 15:01:10”
FieldType “Text”
ChangeTime “2014-06-05 10:45:06”
ID 6
Config
DefaultValue null
PossibleValues null
FieldOrder 8
Name “TicketFreeText3”
ObjectType “Ticket”
Label “TicketFreeText3”
ValidID 1
8
InternalField 0
CreateTime “2012-12-11 15:01:10”
FieldType “Text”
ChangeTime “2014-06-05 10:45:06”
ID 7
Config
DefaultValue null
PossibleValues null
FieldOrder 9
Name “TicketFreeKey4”
ObjectType “Ticket”
Label “TicketFreeKey4”
ValidID 1
9
CreateTime “2012-12-11 15:01:10”
InternalField 0
ChangeTime “2014-06-05 10:45:06”
FieldType “Text”
ID 8
Config
DefaultValue null
PossibleValues null
ObjectType “Ticket”
Name “TicketFreeText4”
FieldOrder 10
Label “TicketFreeText4”
ValidID 1
10
InternalField 0
CreateTime “2012-12-11 15:01:10”
FieldType “Text”
ChangeTime “2014-06-05 10:45:06”
ID 40
Config
TranslatableValues “1”
Name “ArticleFreeText1”
FieldOrder 42
ObjectType “Article”
Label “SystemMonitoring StateName”
ValidID 1

Thats a bigger output compared to when I call the first URL.

Success 1
Notice “zammad migrator 1.0”

But I still get the same error when trying to import via zammad.
Thanks for the help!

Hey there,

anyone an idea?
I definitely want to start using Zammad!

Hi @DerGemeine - sorry I didn’t get any notifications about your reply. Currently I can’t see the error. Would you mind having a (free) remote TeamViewer session? Please contact us via support@zammad.com and refer to me and this topic.

Getting exactly the same Error as topicstarter. OTRS5, Zammad 2.4. Could you Kindly advise what to do?

Hi @Jester - I just had my debugging session with @DerGemeine and out of the blue it just worked. That is rather confusing since we changed nothing. However, we were in the middle of running a debugging script to see what’s going on under the hood. Maybe you can/want to pick up. If so, please do the following:

1.) Create a file called debug_issue.rb in your Zammad directory (usually /opt/zammad) and replace the INSERT YOUR URL HERE part with the URL you get from the OTRS plugin.
2.) Run the file from your Zammad directory via zammad run rails r debug_issue.rb or rails r debug_issue.rb as zammad user, depending on your installation source (package/source)
3.) Post the output here. Make sure all sensitive data is anonymized! If you want you can drop it as an email to support@zammad.com. Please refer to this issue and me :slight_smile:
4.) Delete the debug_issue.rb file

# APP_PATH = File.expand_path('../../config/application', __FILE__)
# require_relative '../config/boot'
# require 'rails/commands'
require 'rails/console/app'

dummy = Class.new do
  extend Rails::ConsoleMethods
end

app = dummy.app

Rails.logger = Logger.new(STDOUT).tap do |logger|
  logger.level = :debug
end

ActiveRecord::Base.logger = Rails.logger.clone


require 'import_otrs_controller'
class ImportOtrsController < ApplicationController
  skip_before_action :verify_csrf_token

  def url_check
    p "HERE 1"
    return if setup_done_response
    p "HERE 2"

    # validate
    if !params[:url] || params[:url] !~ %r{^(http|https)://.+?$}
      render json: {
        result: 'invalid',
        message: 'Invalid URL!',
      }
      return
    end
    p "HERE 3"


    # connection test
    translation_map = {
      'authentication failed'                                     => 'Authentication failed!',
      'getaddrinfo: nodename nor servname provided, or not known' => 'Hostname not found!',
      'No route to host'                                          => 'No route to host!',
      'Connection refused'                                        => 'Connection refused!',
    }

    response = UserAgent.request(params[:url])
    p "HERE 4"
    if !response.success? && response.code.to_s !~ /^40.$/
    p "HERE 5"
      message_human = ''
      translation_map.each do |key, message|
        if response.error.to_s.match?(/#{Regexp.escape(key)}/i)
          message_human = message
        end
      end
    p "HERE 6 #{message_human} - #{response.error.to_s}"
      render json: {
        result: 'invalid',
        message_human: message_human,
        message: response.error.to_s,
      }
      return
    end

    p "HERE 7"
    result = {}
    if response.body.match?(/zammad migrator/)

      migrator_response = JSON.parse(response.body)

p migrator_response

      if migrator_response['Success'] == 1

        # set url and key for import endpoint
        url = migrator_response['URL']
        key = migrator_response['Key']

p "url = #{url}"
p "key = #{key}"

        # get first part url, used for import_otrs_endpoint
        if !url || !key

          url_parts = params[:url].split(';')
          if !url_parts[1] # in case of & instead of ;
            url_parts = params[:url].split('&')
          end
          key_parts = url_parts[1].split('=')

          if !key_parts[1]
            render json: {
              result: 'invalid',
              message_human: 'Unable to get key from URL!'
            }
            return
          end
p "url_parts = #{url_parts}"
p "key_parts = #{key_parts}"
          if !url
            url = url_parts[0]
          end
          if !key
            key = key_parts[1]
          end
        end
p "key = #{key}"

        Setting.set('import_backend', 'otrs')
        Setting.set('import_otrs_endpoint', url)
        Setting.set('import_otrs_endpoint_key', key)

        result = {
          result: 'ok',
          url: params[:url],
        }
      else
    p "HERE 8"
        result = {
          result: 'invalid',
          message_human: migrator_response['Error']
        }
      end
    elsif response.body.match?(/(otrs\sag|otrs\.com|otrs\.org)/i)
    p "HERE 9"
      result = {
        result: 'invalid',
        message_human: 'Host found, but no OTRS migrator is installed!'
      }
    else
    p "HERE 10"
      result = {
        result: 'invalid',
        message_human: 'Host found, but it seems to be no OTRS installation!',
      }
    end
    p "HERE 11"

    render json: result
  end
end

otrs_url = 'INSERT YOUR URL HERE'
p app.post('/api/v1/import/otrs/url_check', params: {url: otrs_url})

:crossed_fingers:

1 Like

Hi @thorsteneckel, thank you for the idea! Totally keen to participate in debugging. Did as you suggested, the output is as follows:

[root@z zammad]# zammad run rails r debug_issue.rb
I, [2018-04-10T10:49:19.718371 #20344]  INFO -- : Started POST "/api/v1/import/otrs/url_check" for 127.0.0.1 at 2018-04-10 10:49:19 +0800
"HERE 1"
D, [2018-04-10T10:49:19.782544 #20344] DEBUG -- :    (1.1ms)  SELECT COUNT(*) FROM "users"
"HERE 2"
"HERE 3"
"HERE 4"
"HERE 5"
"HERE 6  - #<Net::OpenTimeout: execution expired>"
D, [2018-04-10T10:49:24.059342 #20344] DEBUG -- :   Setting Load (1.1ms)  SELECT "settings".* FROM "settings" WHERE "settings"."area" = $1 ORDER BY "settings"."name" ASC  [["area", "Transaction::Backend::Sync"]]
D, [2018-04-10T10:49:24.062457 #20344] DEBUG -- :    (0.2ms)  BEGIN
D, [2018-04-10T10:49:24.064514 #20344] DEBUG -- :   SQL (0.4ms)  UPDATE "sessions" SET "data" = $1, "updated_at" = $2 WHERE "sessions"."id" = $3  [["data", "BAh7B0kiCXBpbmcGOgZFRkkiGTIwMTgtMDQtMTBUMDI6NDk6MTlaBjsAVEki\nEF9jc3JmX3Rva2VuBjsARkkiMWNMQ29Edm8vRjhJZitMK1VSTFR0ZnBXVmlk\nTTh2ZFdTZ05KNkZhUjlPOFU9BjsARg==\n"], ["updated_at", "2018-04-10 02:49:24.062716"], ["id", 3]]
D, [2018-04-10T10:49:24.065635 #20344] DEBUG -- :    (0.8ms)  COMMIT
200
[root@z zammad]#

CentOS7, Zammad installed from RPM.

Hi @Jester - thanks for your fast response. Seems that there is a connection issue from your Zammad host to your OTRS installation. The connection gets a timeout. Please make sure that the Zammad host can reach the OTRS system.

Hi @thorsteneckel, thanks for the update. We don’t have any restrictions for accessing OTRS in place, but I double checked and used wget to access OTRS - everything works as expected, OTRS is available. I am not sure if migration plugin has any restrictions though.

Hi @Jester - the OTRS plugin works as a public module and is protected via the import key. Since Zammad uses the Ruby core to access OTRS we have to influence on this and it’s out of our scope. There has to be a connection issue in your environment. I can only offer you commercial support on this.

Hi @thorsteneckel, thank you for your help.

After some debugging, I started to think that the reason could be in network delays since OTRS and Zammad servers are located on different continents. I created Zammad VM in same region as OTRS is, tried to migrate the data and got the same error. As you suggested I created debug_issue.rb file and ran it from command line. This time results are a little bit different:

[root@z zammad]# zammad run rails r debug_issue.rb
I, [2018-04-26T01:55:51.814043 #16495]  INFO -- : Started POST "/api/v1/import/otrs/url_check" for 127.0.0.1 at 2018-04-26 01:55:51 +0000
"HERE 1"
D, [2018-04-26T01:55:51.903190 #16495] DEBUG -- :    (1.4ms)  SELECT COUNT(*) FROM "users"
"HERE 2"
"HERE 3"
"HERE 4"
"HERE 7"
{"Notice"=>"zammad migrator 1.0", "Success"=>1}
"url = "
"key = "
"url_parts = [\"https://DOMAIN/otrs/public.pl?Action=ZammadMigrator\", \"Key=OURKEY\"]"
"key_parts = [\"Key\", \"OURKEY\"]"
"key = OURKEY"
D, [2018-04-26T01:55:52.023821 #16495] DEBUG -- :   Setting Load (1.1ms)  SELECT  "settings".* FROM "settings" WHERE "settings"."name" = $1 LIMIT $2  [["name", "import_backend"], ["LIMIT", 1]]
D, [2018-04-26T01:55:52.024660 #16495] DEBUG -- :    (0.2ms)  BEGIN
D, [2018-04-26T01:55:52.029789 #16495] DEBUG -- : Setting.reset_change_id: set new cache, 39363498
D, [2018-04-26T01:55:52.030831 #16495] DEBUG -- :    (0.2ms)  COMMIT
I, [2018-04-26T01:55:52.030947 #16495]  INFO -- : Setting.set('import_backend', "otrs")
D, [2018-04-26T01:55:52.031824 #16495] DEBUG -- :   Setting Load (0.5ms)  SELECT  "settings".* FROM "settings" WHERE "settings"."name" = $1 LIMIT $2  [["name", "import_otrs_endpoint"], ["LIMIT", 1]]
D, [2018-04-26T01:55:52.032405 #16495] DEBUG -- :    (0.1ms)  BEGIN
D, [2018-04-26T01:55:52.037823 #16495] DEBUG -- : Setting.reset_change_id: set new cache, 379481968
D, [2018-04-26T01:55:52.038665 #16495] DEBUG -- :    (0.2ms)  COMMIT
I, [2018-04-26T01:55:52.038771 #16495]  INFO -- : Setting.set('import_otrs_endpoint', "https://DOMAIN/otrs/public.pl?Action=ZammadMigrator")
D, [2018-04-26T01:55:52.039680 #16495] DEBUG -- :   Setting Load (0.5ms)  SELECT  "settings".* FROM "settings" WHERE "settings"."name" = $1 LIMIT $2  [["name", "import_otrs_endpoint_key"], ["LIMIT", 1]]
D, [2018-04-26T01:55:52.040276 #16495] DEBUG -- :    (0.1ms)  BEGIN
D, [2018-04-26T01:55:52.046172 #16495] DEBUG -- : Setting.reset_change_id: set new cache, 426491836
D, [2018-04-26T01:55:52.047021 #16495] DEBUG -- :    (0.2ms)  COMMIT
I, [2018-04-26T01:55:52.047139 #16495]  INFO -- : Setting.set('import_otrs_endpoint_key', "OURKEY")
"HERE 11"
D, [2018-04-26T01:55:52.049264 #16495] DEBUG -- :    (0.5ms)  SELECT  "settings"."updated_at" FROM "settings" ORDER BY "settings"."updated_at" DESC LIMIT $1  [["LIMIT", 1]]
D, [2018-04-26T01:55:52.050723 #16495] DEBUG -- :    (0.5ms)  SELECT "settings"."name", "settings"."state_current" FROM "settings" WHERE (updated_at > '2018-04-26 01:48:42.606000') ORDER BY "settings"."id" ASC
D, [2018-04-26T01:55:52.052231 #16495] DEBUG -- :   Setting Load (0.6ms)  SELECT "settings".* FROM "settings" WHERE "settings"."area" = $1 ORDER BY "settings"."name" ASC  [["area", "Transaction::Backend::Sync"]]
D, [2018-04-26T01:55:52.054830 #16495] DEBUG -- :    (0.1ms)  BEGIN
D, [2018-04-26T01:55:52.057185 #16495] DEBUG -- :   SQL (0.4ms)  UPDATE "sessions" SET "data" = $1, "updated_at" = $2 WHERE "sessions"."id" = $3  [["data", "BAh7B0kiCXBpbmcGOgZFRkkiGTIwMTgtMDQtMjZUMDE6NTU6NTFaBjsAVEki\nEF9jc3JmX3Rva2VuBjsARkkiMXp6NWhCREg5TmRIQ3J1L3BpQi82N09iKzhw\nN2dtVDR0ZjU5RGlrU2JzclU9BjsARg==\n"], ["updated_at", "2018-04-26 01:55:52.055219"], ["id", 4]]
D, [2018-04-26T01:55:52.058890 #16495] DEBUG -- :    (1.3ms)  COMMIT
200
[root@z zammad]#

This time there is no timeout errors, but actual migration is not done.

Could you kindly advise about further debugging steps? Thank you in advance.

So your posted debug code looks good to me. Can you please perform the import via the web-interface and provide a screenshot of the (whole) page when the error occurs and provide the whole logfile? I’ll have a look

Hi @thorsteneckel, thank you. Magically error message changed into another one:

And logfile stops at Internal Server Error, not sure if it is on Zammad or OTRS side:

I, [2018-04-26T08:24:38.810400 #1076]  INFO -- : execute Channel.fetch (try_count 0)...
I, [2018-04-26T08:24:39.263114 #1105]  INFO -- : Started POST "/api/v1/import/otrs/import_check" for 158.140.138.152 at 2018-04-26 08:24:39 +0000
I, [2018-04-26T08:24:39.273337 #1105]  INFO -- : Processing by ImportOtrsController#import_check as JSON
I, [2018-04-26T08:24:39.274650 #1105]  INFO -- : thread#-: POST: https://URL/otrs/public.pl?Action=ZammadMigrator
I, [2018-04-26T08:24:39.274765 #1105]  INFO -- : thread#-: PARAMS: {:Subaction=>"List", :Action=>"ZammadMigrator", :Key=>"KEY "}
I, [2018-04-26T08:24:39.321980 #1105]  INFO -- : thread#-: POST: https://URL/otrs/public.pl?Action=ZammadMigrator
I, [2018-04-26T08:24:39.322103 #1105]  INFO -- : thread#-: PARAMS: {:Subaction=>"Export", :Object=>"DynamicField", :Limit=>"", :Offset=>"", :Diff=>0, :Action=>"ZammadMigrator", :Key=>"KEY "}
E, [2018-04-26T08:24:39.365285 #1105] ERROR -- : undefined method `each' for nil:NilClass (NoMethodError)
/opt/zammad/app/controllers/import_otrs_controller.rb:131:in `import_check'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/basic_implicit_render.rb:4:in `send_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/base.rb:186:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/rendering.rb:30:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/callbacks.rb:20:in `block in process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/callbacks.rb:131:in `run_callbacks'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/callbacks.rb:19:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/rescue.rb:20:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/instrumentation.rb:32:in `block in process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications.rb:166:in `block in instrument'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications/instrumenter.rb:21:in `instrument'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/notifications.rb:166:in `instrument'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/instrumentation.rb:30:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal/params_wrapper.rb:252:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activerecord-5.1.4/lib/active_record/railties/controller_runtime.rb:22:in `process_action'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/abstract_controller/base.rb:124:in `process'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionview-5.1.4/lib/action_view/rendering.rb:30:in `process'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal.rb:189:in `dispatch'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_controller/metal.rb:253:in `dispatch'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:49:in `dispatch'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:31:in `serve'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:50:in `block in serve'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:33:in `each'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/journey/router.rb:33:in `serve'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/routing/route_set.rb:834:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:190:in `call!'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/strategy.rb:168:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/omniauth-1.7.1/lib/omniauth/builder.rb:63:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/etag.rb:25:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/conditional_get.rb:38:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/head.rb:12:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/session/abstract/id.rb:232:in `context'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/session/abstract/id.rb:226:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/cookies.rb:613:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/callbacks.rb:26:in `block in call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/callbacks.rb:97:in `run_callbacks'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/callbacks.rb:24:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/debug_exceptions.rb:59:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/show_exceptions.rb:31:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:36:in `call_app'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:24:in `block in call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:69:in `block in tagged'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:26:in `tagged'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/tagged_logging.rb:69:in `tagged'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/rack/logger.rb:24:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/remote_ip.rb:79:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/request_id.rb:25:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/method_override.rb:22:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/runtime.rb:22:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/activesupport-5.1.4/lib/active_support/cache/strategy/local_cache_middleware.rb:27:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/executor.rb:12:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/actionpack-5.1.4/lib/action_dispatch/middleware/static.rb:125:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/rack-2.0.3/lib/rack/sendfile.rb:111:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/railties-5.1.4/lib/rails/engine.rb:522:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/configuration.rb:225:in `call'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:624:in `handle_request'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:438:in `process_client'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/server.rb:302:in `block in run'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/puma-3.11.0/lib/puma/thread_pool.rb:120:in `block in spawn_thread'
/opt/zammad/vendor/bundle/ruby/2.4.0/gems/logging-2.2.2/lib/logging/diagnostic_context.rb:474:in `block in create_with_logging_context'
I, [2018-04-26T08:24:39.367945 #1105]  INFO -- : Completed 500 Internal Server Error in 94ms (Views: 0.3ms | ActiveRecord: 0.0ms)

Thank you in advance!

Interesting. Can you please do as described here just with your URL and KEY instead and post the result. Thanks!

Sure, thank you. Here is the result:

{"Result":[{"ChangeTime":"2015-08-20 23:03:19","ID":"1","ValidID":"1","InternalField":"1","CreateTime":"2015-08-20 23:03:19","Config":{"DefaultValue":""},"FieldOrder":"1","Label":"Process","FieldType":"ProcessID","Name":"ProcessManagementProcessID","ObjectType":"Ticket"},{"ChangeTime":"2015-10-27 12:13:08","ID":"2","ValidID":"1","InternalField":"1","CreateTime":"2015-08-20 23:03:19","Config":{"DefaultValue":""},"FieldOrder":"2","Label":"Activity","FieldType":"ActivityID","Name":"ProcessManagementActivityID","ObjectType":"Ticket"},{"ChangeTime":"2016-05-31 16:41:42","ID":"3","ValidID":"1","InternalField":"0","CreateTime":"2016-05-31 16:41:42","Config":{"TranslatableValues":"1"},"FieldOrder":"3","Label":"SystemMonitoring HostName","FieldType":"Text","Name":"TicketFreeText1","ObjectType":"Ticket"},{"ChangeTime":"2016-05-31 16:41:43","ID":"4","ValidID":"1","InternalField":"0","CreateTime":"2016-05-31 16:41:43","Config":{"TranslatableValues":"1"},"FieldOrder":"4","Label":"SystemMonitoring ServiceName","FieldType":"Text","Name":"TicketFreeText2","ObjectType":"Ticket"},{"ChangeTime":"2016-05-31 16:41:43","ID":"5","ValidID":"1","InternalField":"0","CreateTime":"2016-05-31 16:41:43","Config":{"TranslatableValues":"1"},"FieldOrder":"5","Label":"SystemMonitoring StateName","FieldType":"Text","Name":"ArticleFreeText1","ObjectType":"Ticket"},{"ChangeTime":"2018-01-31 05:16:46","ID":"6","ValidID":"1","InternalField":"0","CreateTime":"2018-01-31 05:16:46","Config":{"DefaultValue":"","Link":""},"FieldOrder":"6","Label":"Time units","FieldType":"Text","Name":"ProcessTimeUnits","ObjectType":"Ticket"}],"Notice":"zammad migrator 1.0","Success":1}

What’s the result when performing the same request with wget/curl via the CLI of the Zammad server?

@thorsteneckel, same result as I am getting in browser.