500 Internal Server Error when Agent send a ticket reply.

chunheng

[1] When an Agent send a reply to a ticket, the Agent may be hit with Error 500:

500 Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator at webmaster@xxx.com to inform them of the time this error occurred, and the actions you performed just before this error.

More information about this error may be available in the server error log.

Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request.

When the Agent refresh the page, the ticket does have the Agent reply in the ticket.

[2] When the Agent called the User, the User said they did not receive any email about a ticket reply from the Agent.

When the Admin check the System log, there are no error system message for Sunday at 4:00pm - 5:00pm UTC+8.

For reference, this is the information of the support ticket.

I am not sure which files I should request from my host provider. Please advise.

KevinTheJedi

chunheng

500 is a generic server error indicating a deeper issue. You need to check your PHP error logs and webserver error logs for related errors.

Cheers.

ntozier

chunheng [1] When an Agent send a reply to a ticket, the Agent may be hit with Error 500:

How does the Agent "send" the reply?

chunheng

KevinTheJedi
Discussed with the host provider.
The memory limit of the server is raised and error log is turned on from host provider side for the server.
I am now waiting for the reoccurrence of the error 500 issue in live environment so there is an error log to read.

chunheng

ntozier
Through the Post Reply tab on the bottom of a ticket and then press Post Reply.

A typical reply usually either consists of text-only or text with inline images (range from 1 to 10) or text with file attachments (below email limits of 10 MB, usually in .pdf or .zip format).

I have never recommend the Agent team to reply through email as sometimes the email was not ingested into the osticket system even with proper ticket number given and correct osticket email receiver.

chunheng

At the moment, I am being led to believe by the host provider support that it is an email provider issue, which is working for beyond 6 years of service.

Additionally, the host provider support asked me for Google side to install OAuth2 plugin and setup Google - OAuth2 authentication in place of Basic Authentication (Legacy) with App Password (which has been working for a while): https://docs.osticket.com/en/latest/OAuth2/Google%20Authorization%20Guide.html (which requires setting up the plugin manually from fresh install: https://docs.osticket.com/en/latest/Guides/OAuth2%20Guide.html ; For my reference, this is for Agents: https://docs.osticket.com/en/latest/OAuth2/Google%20Authentication%20(SSO)%20Guide.html ; Users side will requires me to go through business orders to lobby Google to acknowledge the business which is too much effort and not a priority considering bulk of our userbase is on Microsoft or on some custom self-service mail servers).

I am asking the host provider for the error log again as I also have a separate error of Resource Limit Is Reached on top of rogue error 500.

KevinTheJedi

chunheng

Hmmm...odd. If you are using Gmail you really should migrate to OAuth2 because there is no telling when legacy auth/app passwords will be permanently retired/disabled. However I can't imagine why it would cause a "Resource Limit is Reached" error. I was originally thinking it was taking too long to connect to the mailserver and it was timing out but this is a different error. But maybe it is related; I won't know for sure until we get an actual error from the logs.

Cheers.

chunheng

KevinTheJedi
Sourced the details from the host provider support:

Apache and PHP-related errors
===========================================

20251005 (Sunday), 1600hrs - 1700hrs UTC+8. (Error 500)
==================================================
[Sun Oct 05 16:57:02.720830 2025] [core:error] [pid 1041625:tid 1041681] [remote 115.135.25.161:8313] End of script output before headers: tickets.php, referer: https://{OSTICKETHOSTNAMEWASHERE}/scp/tickets.php?id=7625



06/10/2025 03:27 PM UTC+8 (Error 500)
==================================
[Mon Oct 06 15:11:45.993654 2025] [hostinglimits:warn] [pid 2720377:tid 2720574] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(2720574) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Mon Oct 06 15:27:02.209648 2025] [core:error] [pid 2835576:tid 2835606] [remote 211.24.78.223:55539] End of script output before headers: tickets.php, referer: https://{OSTICKETHOSTNAMEWASHERE}/scp/tickets.php?id=7451
[Mon Oct 06 15:34:43.098855 2025] [hostinglimits:warn] [pid 2835577:tid 2835643] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(2835643) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)


07/10/2025 03:13 PM UTC+8 -> Resource Limit Is Reached
=============================================================
[Tue Oct 07 15:12:00.417834 2025] [hostinglimits:warn] [pid 449895:tid 449967] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/scp/tickets.php) TID(449967) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:12:50.799940 2025] [hostinglimits:warn] [pid 450135:tid 450148] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(450148) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.128403 2025] [hostinglimits:warn] [pid 449894:tid 449909] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(449909) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.128426 2025] [hostinglimits:warn] [pid 449894:tid 449919] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(449919) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.128442 2025] [hostinglimits:warn] [pid 449894:tid 463641] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(463641) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.128403 2025] [hostinglimits:warn] [pid 449894:tid 449928] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(449928) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.196881 2025] [hostinglimits:warn] [pid 449894:tid 463633] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(463633) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.290491 2025] [hostinglimits:warn] [pid 449894:tid 463636] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(463636) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.291138 2025] [hostinglimits:warn] [pid 449894:tid 463643] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(463643) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.291372 2025] [hostinglimits:warn] [pid 449894:tid 463637] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(463637) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.385518 2025] [hostinglimits:warn] [pid 449894:tid 449909] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/scp/autocron.php) TID(449909) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.397265 2025] [hostinglimits:warn] [pid 449894:tid 463642] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(463642) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:13:50.397298 2025] [hostinglimits:warn] [pid 449894:tid 463634] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/file.php) TID(463634) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)
[Tue Oct 07 15:21:46.376908 2025] [hostinglimits:warn] [pid 450135:tid 450145] mod_hostinglimits: Error on LVE enter: LVE(1545) HANDLER(application/x-httpd-ea-php72) HOSTNAME({OSTICKETHOSTNAMEWASHERE}) URL(/scp/autocron.php) TID(450145) errno (7) MHL-E2BIG - entry processes limit reached, read more: https://docs.cloudlinux.com/cloudlinux_os_components/#errors min_uid (1000)

KevinTheJedi

chunheng

We need the PHP error logs.

Cheers.

KevinTheJedi

chunheng

Also, idk how that's the relevant logs when you're running osTicket v1.18.2 and PHP 8.2; the logs you provided shows application/x-httpd-ea-php72 which is PHP 7.2 so these don't appear to be related.

Cheers.