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Author Topic: [PROB] 'Ticket Merge' version 2 issues  (Read 1880 times)
tscribner
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« on: December 15, 2010, 12:01:29 PM »

I am sure this is not a problem with the merge module, but any help would be much appreciated.

I am getting a 502.2 error returned in the merge window.  The merge occurs, but is unable return to the previous ticket or open the target ticket.

My setup is:

TTX 3.01
IIS7 64-bit on W2k8 (64-bit)
MySQL
ActivePerl 64-bit

Everything else seems to work great!

Thanks in advance......
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Sparky
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« Reply #1 on: December 15, 2010, 12:23:01 PM »

I'm unable to help with those arcane Windows server errors.

If the Merge occurs, all the hard stuff is done... coming back to the original TTX window should be very straightforward.

The method used to accomplish this is through a macro which pushes the URL out to a Javascript.

1.  Module creates the new destination URL, starting at line 117...

Quote
"http://".$ENV{HTTP_HOST}.$ENV{SCRIPT_NAME}."?cmd=ticket&sid=".$query->param('sid')."&key=".$tartix;

2.  Module pushes URL out to Macro called "LOCATION"...

Quote
$data->{LOCATION} =

3.  Macro within merge.html inserts "LOCATION" URL into a Javascript in the popup...

Quote
if ((%REFRESH%) == 1) {
    opener.location.href = "(%LOCATION%)";
}

4.  When Merge window refreshes itself, the Javascript in step 3 changes the URL of the original TTX window, called your "opener" window while simultaneously closing the Merge Popup window.


Perhaps you can troubleshoot using that information above.  Does the new URL ever get back to the original TTX window?  Does the Merge Popup window close itself?  When you manually enter the new URL into the original window do you get the same error?  etc.
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
tscribner
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« Reply #2 on: December 15, 2010, 02:03:42 PM »

The 502.2 error is a 'bad gateway' error.  Here's what I have found on it:

HTTP Error 502.2 - Bad Gateway

Description: The specified CGI application did not return a complete set of HTTP headers.

Most likely causes:
The CGI process was shut down or terminated unexpectedly before it finished processing the request.
The CGI process has a flaw and does not return a complete set of HTTP headers.

What you can try:
Check the event logs on the system to see whether the CGI process is shutting down unexpectedly.
Troubleshoot the CGI application to determine why it is not sending a complete set of HTTP headers.

It must not like the Jscript for some reason , as I can hardcode a URL into the merge module, and I get the same result -- I guess more accurately, I do not believe it is a problem with the construction of the URL passed.

The URL does not appear to ever be passed to the calling page, it does not refresh, and the merge window does not close.  However, it must occur (I think) in the pass back to the/or refresh of merge.html.  I have even commented out the following lines in merge.html:

//if ((%REFRESH%) == 1) {
//    opener.location.href = "(%LOCATION%)";
//}
// Window Stays Open or Closes Upon First Loading.
//if ((%CLOSER%) == 1) {
//    window.close();
//}

Still get the same response. 

In addition to the above, I can comment out these lines from the mod:

     # refreshes/redirects main window & closes pop-up
     #$data->{REFRESH} = 1;
     #if ($query->param('destination') eq "1") {
     #    $data->{LOCATION} = "http://".$ENV{HTTP_HOST}.$ENV{SCRIPT_NAME}."?cmd=ticket&sid=".$query->param('sid')."&key=".$tartix;
     #} else {
     #    $data->{LOCATION} = "http://".$ENV{HTTP_HOST}.$ENV{SCRIPT_NAME}."?cmd=ticket&sid=".$query->param('sid')."&key=".$t->{key};
     #}
     #$data->{CLOSER} = 1;
     #$origTik = '';

Same result......
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Sparky
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« Reply #3 on: December 15, 2010, 02:31:54 PM »

It must not like the Jscript for some reason...

It's not the Javascript.

Javascript is client-side, i.e. browser-side.

Your error is a CGI, or server-side error.
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
Sparky
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« Reply #4 on: December 15, 2010, 02:34:58 PM »

HTTP Error 502.2 - Bad Gateway

Description: The specified CGI application did not return a complete set of HTTP headers.

Most likely causes:
The CGI process was shut down or terminated unexpectedly before it finished processing the request.
The CGI process has a flaw and does not return a complete set of HTTP headers.

Yeah.... that's why I said I cannot help with Windows server issues.  That error is about as generic as it gets.
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
tscribner
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« Reply #5 on: December 15, 2010, 02:37:13 PM »

Makes sense.

Isn't the save the last thing to happen before the steps that are commented?  I know the save is working..... - or at least it executes -- maybe it is throwing the error after?

BTW -- Thanks again for your time -- I definitely appreciate it!
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Sparky
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« Reply #6 on: December 15, 2010, 02:48:11 PM »

The URL does not appear to ever be passed to the calling page, it does not refresh, and the merge window does not close.

Yes, it refreshes whenever you hit a "submit" button.

When it reloads, the macros should be populated.  If they are populated, then the Javascript should execute.

Where are you seeing the error message?  In the popup or in the original TTX window?

Comment out the Javascript as indicated below...

Quote
if ((%REFRESH%) == 1) {
//    opener.location.href = "(%LOCATION%)";
}
// Window Stays Open or Closes Upon First Loading.
if ((%CLOSER%) == 1) {
//    window.close();
}

Then after you hit submit, look at the html source code of the popup within the browser.

I'm trying to see if these macros are loading.  If the macros aren't loading then you have to figure out why.

Maybe it's a timing issue... like the pop-up refreshes long before the Module executes... HOWEVER, if that were the case, I wouldn't expect a server error, I'd simply expect the redirect to fail and the popup to stay open.

Sorry... Windows Server voodoo is not my thing.  Huh
« Last Edit: December 15, 2010, 02:50:05 PM by Sparky » Logged

Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
tscribner
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« Reply #7 on: December 15, 2010, 03:09:43 PM »

By 'it does not refresh', I am referring to the original ticket window.

The error appears in the pop-up window.

Here's the source for the resulting page, but of course, it is just the error page...


<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd">
<html xmlns="http://www.w3.org/1999/xhtml">
<head>
<meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1"/>
<title>502 - Web server received an invalid response while acting as a gateway or proxy server.</title>
<style type="text/css">
<!--
body{margin:0;font-size:.7em;font-family:Verdana, Arial, Helvetica, sans-serif;background:#EEEEEE;}
fieldset{padding:0 15px 10px 15px;}
h1{font-size:2.4em;margin:0;color:#FFF;}
h2{font-size:1.7em;margin:0;color:#CC0000;}
h3{font-size:1.2em;margin:10px 0 0 0;color:#000000;}
#header{width:96%;margin:0 0 0 0;padding:6px 2% 6px 2%;font-family:"trebuchet MS", Verdana, sans-serif;color:#FFF;
background-color:#555555;}
#content{margin:0 0 0 2%;position:relative;}
.content-container{background:#FFF;width:96%;margin-top:8px;padding:10px;position:relative;}
-->
</style>
</head>
<body>
<div id="header"><h1>Server Error</h1></div>
<div id="content">
 <div class="content-container"><fieldset>
  <h2>502 - Web server received an invalid response while acting as a gateway or proxy server.</h2>
  <h3>There is a problem with the page you are looking for, and it cannot be displayed. When the Web server (while acting as a gateway or proxy) contacted the upstream content server, it received an invalid response from the content server.</h3>
 </fieldset></div>
</div>
</body>
</html>

Is there a way to insert a pause after the merge, before the refresh? 

BTW -- the error message says 502, the log says 502.2.....
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Sparky
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« Reply #8 on: December 15, 2010, 03:16:09 PM »

By 'it does not refresh', I am referring to the original ticket window.

Don't care about that yet.  You hit "submit" in any window and the page reloads or redirects.  In our case, the popup is simply supposed to reload.

The error appears in the pop-up window.

If that's the case, then we have an issue elsewhere.  TTX is responsible for loading any of the templates.  The failure occurs at this point for some odd reason.  Think about it.  TTX loads the merge template when you initially decide to merge.... so why can't it reload the template after a form submission?

Here's the source for the resulting page, but of course, it is just the error page...

BTW -- the error message says 502, the log says 502.2.....

Yeah... useless information.  We're off in left field with this... it's not the merge module and it's not the merge template code.  Something is going wrong before either of those things can load.'

Post the entire contents of your config file here... remember to remove your password and domain/URL info.
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
tscribner
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« Reply #9 on: December 15, 2010, 03:32:14 PM »

Here it is -- hoping I did not forget to remove anything.....

HTMLBASEWIDTH=800
admpwd=[ADMINPW]
admpwdseed=[XX]
askforname=0
basedir=[path to root site folder]
brcols=id|name|oper|subject|status|open|updated|c0|c1
c0.type=list
c1.type=text
c9.type=text
charset=windows-1252
color-helpdesk-filter=#4682B4
color-helpdesk-table-border=#FFFFFF
color-helpdesk-table-crow=#79BAEC
color-helpdesk-table-erow=#DCDCDC
color-helpdesk-table-header=#CCCCCC
color-helpdesk-table-onhold=black
color-helpdesk-table-open=#151B54
color-helpdesk-table-orow=#F5F5F5
color-helpdesk-table-pending=darkred
color-helpdesk-table-responded=#22AA55
color-helpdesk-table-solved=#4682B4
color-newticket-background=#CFDCE8
color-ticket-background=#C6D7CF
color-ticket-cmsg=#E8DCCF
color-ticket-editor=#CFDCE8
color-ticket-fcmsg=black
color-ticket-fimsg=black
color-ticket-fomsg=black
color-ticket-imsg=#E8E8E8
color-ticket-omsg=#E8E8CF
company=[Company Name]
cookiename=TTXPRESS
dbhost=localhost
dbid=[db_id]
dbmode=mysql
dbpass=[db pw]
dbport=3306
dbschema=2.22
dbuser=[db_user_is]
delim=|
dropdown0=Normal;Moderate;Critical;Production Stop;Critical AND Production Stop
email=[email addy]
emailfix=0
emaillist=9
fltrcols=text|id|email|oper|subject|status|c0|c9
hiddenfields=c9
home=[url to site](sort of)/ticket-forms/
httphost=[http server hostname]
imgurl=.
itemidx=10
mysqlversion=5.1.48-community
nomsgcfrm=0
notikcfrm=0
rememberme=1
savecnt=11
scriptname=[path to ttx.cgi]
sendfiles.customer=1
sendfiles.operator=1
smtp=[mail server IP]
smtplogin=support
smtppwd=[smtp password]
smtptrace=0
stickycf=0
ticketdb=[path to site root]/tickets.cgi
ticketid=[path to site root]/ticketid.txt
timezone=-300
ttx.version=3.01
useopersel=0
userdb=[path to site root]/users.cgi
userdb.wrkh=1
xCCinfo=9
xPhone=1
xUrgency=0
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Sparky
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« Reply #10 on: December 15, 2010, 03:36:15 PM »

At quick glance don't see anything wrong.

Problem is definitely somewhere with how TTX loads the merge template.... like an authentication issue.

BTW- I moved your replies to a new thread... and I'm moving these too.
« Last Edit: December 15, 2010, 03:39:45 PM by Sparky » Logged

Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
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