OTRS 5.0.22 Customer Ticket View Not Responding

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lbecker
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OTRS 5.0.22 Customer Ticket View Not Responding

Post by lbecker »

Hi

I have now upgraded to 5.0.22. Customers are able to log in and create new tickets. They are also able to access their current tickets, but once they are in ticket view mode, they cannot do anything else, i.e. they can type a reply, but it does not submit, nor can they go to their preferences or log out. They are simply stuck on that page. Using the back button, they are able to go to their landing page again, and preferences/logout works again. There seems to be something wrong with the customer ticket view screen.

I found the following messages in the web console of my Firefox browser, I don't know if this will help.

Code: Select all

Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user’s experience. For more help http://xhr.spec.whatwg.org/  CommonJS_1363b494b2a582dcc08fa1f856a4c02f.js:165:107
Content Security Policy: Directive ‘frame-src’ has been deprecated. Please use directive ‘child-src’ instead.  (unknown)
Content Security Policy: Referrer Directive ‘no-referrer’ has been deprecated. Please use the Referrer-Policy header instead.  (unknown)
Security wrapper denied access to property (void 0) on privileged Javascript object. Support for exposing privileged objects to untrusted content via __exposedProps__ is being gradually removed - use WebIDL bindings or Components.utils.cloneInto instead. Note that only the first denied property access from a given global object will be reported.  (unknown)
TypeError: ErrorObject.GetType is not a function[Learn More]  CommonJS_1363b494b2a582dcc08fa1f856a4c02f.js:1080:495
	TargetNS.HandleFinalError http://helpdesk.meatcorp.root/otrs-web/js/js-cache/CommonJS_1363b494b2a582dcc08fa1f856a4c02f.js:1080:495
	TargetNS.Ready/< http://helpdesk.meatcorp.root/otrs-web/js/js-cache/CommonJS_1363b494b2a582dcc08fa1f856a4c02f.js:1138:69
	j http://helpdesk.meatcorp.root/otrs-web/js/js-cache/CommonJS_1363b494b2a582dcc08fa1f856a4c02f.js:1:26920
	fireWith http://helpdesk.meatcorp.root/otrs-web/js/js-cache/CommonJS_1363b494b2a582dcc08fa1f856a4c02f.js:1:27738
	ready http://helpdesk.meatcorp.root/otrs-web/js/js-cache/CommonJS_1363b494b2a582dcc08fa1f856a4c02f.js:1:29530
	I http://helpdesk.meatcorp.root/otrs-web/js/js-cache/CommonJS_1363b494b2a582dcc08fa1f856a4c02f.js:1:29721
I will appreciate any help.

Louis
lbecker
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Real Name: Louis Becker
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Re: OTRS 5.0.22 Customer Ticket View Not Responding

Post by lbecker »

I now did a vanilla install of otrs 5.0.22. To to test the customer user interface, I of course need to create a customer in the backend. When I try to create the customer, I am not able to enter a value in the Customer ID field - can't type in it, can't copy paste into it. If I then try to submit, I get an error because the CustomerID is a mandatory field.

When I look at the browser console, I see that the page has Javascript errors, which seems to link with original issue?

Is no one else experiencing this?
wurzel
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Re: OTRS 5.0.22 Customer Ticket View Not Responding

Post by wurzel »

Hi

security and directives and "Content Security Policy" are ususally local firewalls with restricted permissions.


Florian
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lbecker
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Re: OTRS 5.0.22 Customer Ticket View Not Responding

Post by lbecker »

Hi Florian

Thanks for the reply.

We did not experience any issues on 5.0.16. Only since I upgraded to 5.0.22 did we start to experience problems. Is there something specific I can look at?

Louis
jojo
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Re: OTRS 5.0.22 Customer Ticket View Not Responding

Post by jojo »

you have to first create a company (customer company)
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lbecker
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Re: OTRS 5.0.22 Customer Ticket View Not Responding

Post by lbecker »

Ok, did that on my Vanilla installation and the customer ticket view works fine on the test installation.

On my production installation we use LDAP for customer authentication and the CustomerID is the same as the customer's e-mail on the AD. So there is no Customer Company in the configuration - we only use OTRS internally as a help desk system for IT.

The customer ticket view worked fine in version 5.0.16, but after upgrade no longer, went directly from 5.0.16 to 5.0.20, might this have resulted in this kind of behaviour? Any other ideas?

Louis
jojo
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Re: OTRS 5.0.22 Customer Ticket View Not Responding

Post by jojo »

any modules installed (which might not work in 5.0.22)?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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lbecker
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Re: OTRS 5.0.22 Customer Ticket View Not Responding

Post by lbecker »

No, just standard OTRS, not even ITSM.

Please note that the problem exists when customer try to review their tickets and the javascript seems to stop running.
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Re: OTRS 5.0.22 Customer Ticket View Not Responding

Post by jojo »

as it works on a vanilla installation it seems to be an issue with your installation
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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lbecker
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[Solved] OTRS 5.0.22 Customer Ticket View Not Responding

Post by lbecker »

I have re-done the upgrade and the customer interface is now responding appropriately. Maybe I did not follow the upgrade procedure exactly.

I can just maybe mention for the on-line manual that it would be worth mentioning that ACLs need to be deployed again after the upgrade.

Jojo, thanks for your help.

Louis
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