[Dmytro Gierman]

My production Oboto 11.0.10 (standard Apache installation, no Docker is used) sends me an error every 10 minutes:

Email title: OTOBO Scheduler Daemon Cron: EscalationCheck

ERROR: OTOBO-otobo.Console.pl-Maint::Ticket::EscalationCheck-00 Perl: 5.38.4 OS: linux Time: Wed Oct 1 06:40:08 2025

Message: Can’t locate Kernel/System/DynamicField/Driver/ConfigItem.pm in @INC (you may need to install the Kernel::System::DynamicField::Driver::ConfigItem module) (@INC entries checked: /opt/otobo/Custom /opt/otobo/Kernel/cpan-lib /opt/otobo /opt/otobo/local/lib/perl5/5.38.4/x86_64-linux-gnu /opt/otobo/local/lib/perl5/5.38.4 /opt/otobo/local/lib/perl5/x86_64-linux-gnu /opt/otobo/local/lib/perl5 /opt/otobo_install/local/lib/perl5/5.38.4/x86_64-linux-gnu /opt/otobo_install/local/lib/perl5/5.38.4 /opt/otobo_install/local/lib/perl5/x86_64-linux-gnu /opt/otobo_install/local/lib/perl5 /usr/local/lib/perl5/site_perl/5.38.4/x86_64-linux-gnu /usr/local/lib/perl5/site_perl/5.38.4 /usr/local/lib/perl5/vendor_perl/5.38.4/x86_64-linux-gnu /usr/local/lib/perl5/vendor_perl/5.38.4 /usr/local/lib/perl5/5.38.4/x86_64-linux-gnu /usr/local/lib/perl5/5.38.4) at /opt/otobo/Kernel/System/Main.pm line 112.

Traceback (74664):
Module: Kernel::System::DynamicField::Backend::new Line: 104
Module: Kernel::System::ObjectManager::_ObjectBuild Line: 344
Module: Kernel::System::ObjectManager::Get Line: 216
Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 1454
Module: Kernel::System::Console::Command::Maint::Ticket::EscalationCheck::Run Line: 97
Module: (eval) Line: 488
Module: Kernel::System::Console::BaseCommand::Execute Line: 482
Module: (eval) Line: 154
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 134
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 243
Module: (eval) Line: 387
Module: main::Start Line: 387
Module: bin/otobo.Daemon.pl Line: 165

ERROR: OTOBO-otobo.Console.pl-Maint::Ticket::EscalationCheck-00 Perl: 5.38.4 OS: linux Time: Wed Oct 1 06:40:08 2025

Message: Can’t load dynamic field backend module for field type ConfigItem!

Traceback (74664):
Module: Kernel::System::DynamicField::Backend::new Line: 105
Module: Kernel::System::ObjectManager::_ObjectBuild Line: 344
Module: Kernel::System::ObjectManager::Get Line: 216
Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 1454
Module: Kernel::System::Console::Command::Maint::Ticket::EscalationCheck::Run Line: 97
Module: (eval) Line: 488
Module: Kernel::System::Console::BaseCommand::Execute Line: 482
Module: (eval) Line: 154
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 134
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 243
Module: (eval) Line: 387
Module: main::Start Line: 387
Module: bin/otobo.Daemon.pl Line: 165

ERROR: OTOBO-otobo.Console.pl-Maint::Ticket::EscalationCheck-00 Perl: 5.38.4 OS: linux Time: Wed Oct 1 06:40:08 2025

Message: The constructor of Kernel::System::DynamicField::Backend returned undef.

Traceback (74664):
Module: Kernel::System::ObjectManager::_DieWithError Line: 662
Module: Kernel::System::ObjectManager::_ObjectBuild Line: 352
Module: Kernel::System::ObjectManager::Get Line: 216
Module: Kernel::System::Ticket::TicketSearch::TicketSearch Line: 1454
Module: Kernel::System::Console::Command::Maint::Ticket::EscalationCheck::Run Line: 97
Module: (eval) Line: 488
Module: Kernel::System::Console::BaseCommand::Execute Line: 482
Module: (eval) Line: 154
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 134
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 243
Module: (eval) Line: 387
Module: main::Start Line: 387
Module: bin/otobo.Daemon.pl Line: 165

Error: The constructor of Kernel::System::DynamicField::Backend returned undef. at /opt/otobo/Kernel/System/Ticket/TicketSearch.pm line 1454.

<h1>Details</h1>
Otobo Version=10.0.10
ITSMCore Version=11.0.8
The manual run of the EscalationCheck (./bin/otobo.Console.pl Maint::Ticket::EscalationCheck) shows no errors.
Before reporting the bug, I have drop the cache and rebuild the config:

bin/otobo.Console.pl Maint::Cache::Delete
bin/otobo.Console.pl Maint::Config::Rebuild

and also rebooted the server.

After the daemon restart the problem disappears for about 20 minutes, then reappears.

[Arnold]

Hi Dmytro,

did you install and maybe uninstall any ITSM-related packages, like ITSMConfigurationManagement?

Maybe there is an error and they need reinstallation?

Please check your package manager.

All the best.

[Dmytro Gierman]

Hi Arnold,
yes, I have ITSMConfigurationManagement package installed.

After your suggestion I have uninstalled it and all other „ITSM“ packages (ITSMCore, etc).
The Otobo package uninstall script has also deleted ITSM related Tables.
Of course I have lost all my ITSM entities in result.
To restore them I have restored the Otobo backup.
As a result, I’ve got my error back haha.

I now plan to save the database manually, delete and reinstall the ITSM package and restore the DB manually, so I will renew the package files and restore my IT entities in DB, too.

P.S. It would be much more clever to find the origin ot the error. I feel like rebuilding the whole house, when the roof leeks a bit.

[Arnold]

Hi Dmytro,

I guess, I was not clear on my suggestion. My suggestion was not to uninstall any package. I merely asked whether you have uninstalled a package recently.

My suggestion is to check the installed packages and reinstall them. If you have uninstalled a package recently, install it again. It seems like the removal of a package failed or that an installed package is not correctly installed. The error message: Can’t locate Kernel/System/DynamicField/Driver/ConfigItem.pm suggest an ITSM-related package.

Hence, navigate to the Package Manager, open the installed packages one by one. If there is an error detected, there is a banner at the top. Take note and report the error. Reinstall the package.

I would be happy to hear back from you.
Arnold

[Dmytro Gierman]

Thank you for clarifying, Arnold.

I went through all installed packages one by one and found no errors.
The error is surely relates to ITSM Package, it has appeared after I have instlled the ITSM and imported hundreds of ITSM entries.

The Kernel/System/DynamicField/Driver/ConfigItem.pm file is on the disk and is listed in the ITSMConfigurationManagement package page among other files:

What confuses me is that the manual run of the EscalationCheck (./bin/otobo.Console.pl Maint::Ticket::EscalationCheck) shows no errors. I do the run under the „obobo“ user and this is exactly the routine, that causes the error, when it is run by the Otobo Daemon.

[Arnold]

Please reinstall the package and report back to me.

[Dmytro Gierman]

Hello Arnold,
sorry for the delay – I had to wait for the end of the day to be sure no user will lose a ticket.

I did reinstall all ITSM packages by this plan:

– [x] Stop Daemon
– [x] Backup Files and DB (Otobo full backup)
– delete ITSM packages
– [x] ITSMConfigurationManagement
– [x] ITSMCore
– [x] ITSMPublicCMDB
– [x] install ITSM packages
– [x] restore Daemon (cron)
– [ ] import ITSM Items

I did not import ITSM (CMDB) Items yet, to exclude the probability, that my import script may break the ITSM Package.

Nevertheless the Daemon has sent me the same error almost immediately, then another one in 5 minutes, then another…

Conclusion:
reinstall of the ITSM Packages does not resolve the error and I have no ideas, how to debug the thing. May be you have ?

Best Regards, Dmytro

[Arnold]

To reinstall a package there is a button in the package manager. This would have taken you like 5 minutes.

Next step (since you are native) is permissions. Under which user is your deamon operating? What are the file permission (numeric and owner and group) for the file?

[Dmytro Gierman]

The Daemon runs under user ‚otobo‘ and the file has according permissions:

root@helpdesk:/opt/otobo# ls -l Kernel/System/DynamicField/Driver/ConfigItem.pm
-rw-rw—- 1 otobo www-data 27037 Jul 28 11:41 Kernel/System/DynamicField/Driver/ConfigItem.pm

To be sure, I’ve set the owner/group to otobo:www-data for the whole /opt/otobo folder recursively. Unfortunately this does not solve the issue – I get same error every 5 minutes.

Again, the error does not appear when I run
„./bin/otobo.Console.pl Maint::Ticket::EscalationCheck“
under the Otobo user.

But same operation cause an error, being run by the Daemon under same Otobo user?
I guess the key to problem is near that fact.

[Autor]

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