When opening a call, we receive error 500, but the call is opened.

patrikrufino

I am going through a rather unusual situation. One of our helpdesk systems has started to present a problem when opening tickets.

When the user clicks on open ticket, the ticket is opened, and calling the osticket/upload/tickets.php route, however the user receives a 500 error as shown in the following image

Below is the only console error.

And as you can imagine, we are receiving a flood of repeated tickets, because the user understands that the ticket was not opened.

I don't know if anyone has faced this type of problem.

Please note that we have not had any changes to our production environment.

If there is anything more specific that I can share to receive support from the community, I can help.

KevinTheJedi

patrikrufino

Yes, always post a screenshot of Admin Panel > Dashboard > Information. Also, check your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors. 500 error is generic and means there is a deeper issue. I would check the web server and PHP error logs.

Cheers.

patrikrufino

Of course, for MySQL and PHP logs, it takes a few days because it uses a shared cloud server, and does not give access to only certain logs. In the application log, only:

[Sun Jan 12 16:40:02.555036 2025] [ssl:warn] [pid 45606:tid 140499642198336] AH01909: manutencao.grupoamarelinha.com.br:443:0 the server certificate does NOT include an ID that matches the server name

[Tue Jan 14 10:01:02.928531 2025] [autoindex:error] [pid 232777:tid 140309400909568] [client] AH01276: Unable to serve directory /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/: Directory index mismatch (index.html,index.htm,index.php,index.php5,index.php7,index.php8) found, and server-generated directory index forbidden by Options directive

Repeatedly.

Below is ou admin panel

Does this give you a path forward as you have much more experience KevinTheJedi ?

KevinTheJedi

patrikrufino

This one stands out:
Unable to serve directory /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/: Directory index mismatch (index.html,index.htm,index.php,index.php5,index.php7,index.php8) found, and server-generated directory index forbidden by Options directive

However I have never encountered this before ao I’m not sure what it means. I would suggest contacting your hosting provider for further assistance with that one.

Cheers.

patrikrufino

KevinTheJedi Well, this is very strange, because the route is served to the user, but when clicking on open ticket, the redirection does not happen to the defined page, but to the page itself, generating this 500 error.

KevinTheJedi

patrikrufino

Then yea you’d need to check your PHP error logs and web server error logs.

Cheers.

patrikrufino

Hello, @KevinTheJedi, how are you?

It seems I found a way to figure out the problem.

Fatal error: Uncaught Error: Call to undefined function escapeshellarg() in /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/laminas-mail/src/Transport/Sendmail.php:274 Stack trace: #0 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/laminas-mail/src/Transport/Sendmail.php(125): Laminas\Mail\Transport\Sendmail->prepareParameters(Object(osTicket\Mail\Message)) #1 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.mail.php(740): Laminas\Mail\Transport\Sendmail->send(Object(osTicket\Mail\Message)) #2 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.mailer.php(631): osTicket\Mail\Sendmail->sendMessage(Object(osTicket\Mail\Message)) #3 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.email.php(235): osTicket\Mail\Mailer->send(Array, 'Support Ticket ...', '<h3><strong>Dea...', Array, Array) #4 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.email.php(240): Email->send(Object(TicketOwner), 'Support Ticket ...', '<h3><strong>Dea...', NULL, Array) #5 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.ticket.php(1692): Email->sendAutoReply(Object(TicketOwner), 'Support Ticket ...', '<h3><strong>Dea...', NULL, Array) #6 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.ticket.php(4574): Ticket->onNewTicket(Object(MessageThreadEntry), true, true) #7 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/open.php(45): Ticket::create(Array, Array, 'Web') #8 {main} thrown in /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/laminas-mail/src/Transport/Sendmail.php on line 274

I turned on OSTICKET logs, it seems I'm having problems with email, any suggestions?

KevinTheJedi

patrikrufino

It sounds like your hosting provider has disabled the escapeshellarg() function. Have them enable it to resolve the error.

If they cannot enable this then you will have to modify the codebase. You’ll have to edit this line as well as this line to the following:

return $parameters . ' -f' . $sender->getEmail();

Cheers.

KevinTheJedi

patrikrufino It’s in the links above.

patrikrufino

Sadly it seems that this feature has also been disabled.

Fatal error: Uncaught Error: Call to undefined function Laminas\Mail\Transport\mail() in /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/laminas-mail/src/Transport/Sendmail.php:295 Stack trace: #0 [internal function]: Laminas\Mail\Transport\Sendmail->mailHandler('manutencao@grup...', '=?UTF-8?Q?New=2...', 'This is a messa...', 'Date: Tue, 21 J...', ' -fleandro@grup...') #1 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/laminas-mail/src/Transport/Sendmail.php(136): call_user_func(Array, 'manutencao@grup...', '=?UTF-8?Q?New=2...', 'This is a messa...', 'Date: Tue, 21 J...', ' -fleandro@grup...') #2 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.mail.php(740): Laminas\Mail\Transport\Sendmail->send(Object(osTicket\Mail\Message)) #3 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.mailer.php(631): osTicket\Mail\Sendmail->sendMessage(Object(osTicket\Mail\Message)) #4 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.email.php(235): osTicket\Mail\Mailer->send(Array, 'New Ticket Aler...', '<h2>Hi Admin,</...', Array, Array) #5 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.email.php(245): Email->send('manutencao@grup...', 'New Ticket Aler...', '<h2>Hi Admin,</...', NULL, Array) #6 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.ticket.php(1753): Email->sendAlert('manutencao@grup...', 'New Ticket Aler...', '<h2>Hi Admin,</...', NULL, Array) #7 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/class.ticket.php(4574): Ticket->onNewTicket(Object(MessageThreadEntry), false, true) #8 /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/open.php(45): Ticket::create(Array, Array, 'Web') #9 {main} thrown in /home/storage/0/23/76/grupoamarelinha2/public_html/osticket/upload/include/laminas-mail/src/Transport/Sendmail.php on line 295

KevinTheJedi

patrikrufino

Yea they really need to enable that. That is a core PHP function.

Cheers.

patrikrufino

KevinTheJedi
I spoke to our provider and had the evidence in hand.

From what I was told, their monitoring detected the use of this mail() function, which is a function that brings vulnerabilities to the server, so they disabled it, and will not disable it again, they gave me the alternative of using the mailer (https://github.com/fehldn/Mailer)

Is there any procedure, or suggested procedure, plugins to get around this situation?

KevinTheJedi

patrikrufino

Yes, you can simply setup SMTP instead of relying on PHPMail/Sendmail.

Cheers.

patrikrufino

KevinTheJedi thanks, now it's work again!