[SOLVED] OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

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kiwikrisp
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[SOLVED] OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Post by kiwikrisp »

Just upgraded to patch 24 and it seems that everything else works but I'm getting this error whenever I try to zoom on a ticket through the customer interface. Zooming in Agent interface works fine.

I've cleared the cache from the server a couple of different ways and the browsers as well. Tried on several machines, etc.
I did try the config rebuild as suggested in other posts as well but the problem persists.

Code: Select all

shell> bin/otrs.Console.pl Maint::Config::Rebuild
shell> bin/otrs.Console.pl Maint::Cache::Delete
This is the error details:

Code: Select all

Core.UI.Floater is undefined

(?)()@http://<otrs.server>/otrs/customer.pl?Action=CustomerTicketZoom;TicketNumber=2016052607000016:646:5
TargetNS.Ready/<@http://helpdesk.oconnor.local/otrs-web/js/js-cache/CommonJS_1dc7f94f72b60ac637703bebe2e93893.js:1136:120
j@http://<otrs.server>/otrs-web/js/js-cache/CommonJS_1dc7f94f72b60ac637703bebe2e93893.js:1:26920
fireWith@http://<otrs.server>/otrs-web/js/js-cache/CommonJS_1dc7f94f72b60ac637703bebe2e93893.js:1:27738
ready@http://<otrs.server>/otrs-web/js/js-cache/CommonJS_1dc7f94f72b60ac637703bebe2e93893.js:1:29530
I@http://<otrs.server>/otrs-web/js/js-cache/CommonJS_1dc7f94f72b60ac637703bebe2e93893.js:1:29721
Any ideas on the issue and how to resolve it? I don't like to move to the next version with a system that isn't working so well.
Last edited by kiwikrisp on 07 Dec 2017, 17:56, edited 1 time in total.
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Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Post by root »

Hi,

I would check the SysConfig Framework => Core:Web Loader::Customer::CommonJS###000-Framework if there were modifications. If yes check what they are for (and remember them) and reset the setting. Then you should be able to reapply them.

- Roy
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kiwikrisp
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Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Post by kiwikrisp »

Roy,

Thanks for the tip. There are no changes to that setting so I can't revert it unfortunately. I did notice that the error message says it's missing Core.UI.Floater. I don't see that entry in this settings list. Could that be the problem? Not sure how it would have been removed.
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Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Post by root »

Hi,

This file was introduced 6 months ago w/ 5.0.20 (https://github.com/OTRS/otrs/blame/rel- ... .xml#L6563). If you check the link you'll see which files should be mentioned in the SysConfig.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
kiwikrisp
Znuny newbie
Posts: 10
Joined: 21 Oct 2015, 18:38
Znuny Version: 5.0.1

Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Post by kiwikrisp »

Interesting, that's the only one missing. So I tried adding it to those settings. Do I need to restart the service for that to take affect? Do I need to verify that the file exists? if so can you guide me? If it's missing can I pull it down from github?

I'm a little green on these internal workings.

I'm also a little concerned how this happened.
OTRS 5.0.1 w/ ITSM 5.0.22
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Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Post by root »

Hi,

Check if it's present in the file system /opt/otrs/var/httpd/htdocs/js/Core.UI.Floater.js

if not you can pull it from https://github.com/OTRS/otrs/blob/rel-5 ... Floater.js

And don't forget to add it in the SysConfig. Clear all caches and run otrs.Console.pl with Maint::Loader::CacheCleanup and with Maint::Loader::CacheGenerate

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
kiwikrisp
Znuny newbie
Posts: 10
Joined: 21 Oct 2015, 18:38
Znuny Version: 5.0.1

Re: OTRS 5.0.1 ITSM 5sP24: Customer Agent Ticket Zoom "Cannot read property 'Init' of undefined"

Post by kiwikrisp »

Perfect.

That fixed it. Below for posterity::
1. Add "Core.UI.Floater.js" record to Framework->Core::Web > Loader::Customer::CommonJS###000-Framework
2. Create file /opt/otrs/var/httpd/htdocs/js/Core.UI.Floater.js
3. Copy contents of https://github.com/OTRS/otrs/blob/rel-5 ... Floater.js to new file
4. Change permissions on new file : # chown otrs /opt/otrs/var/httpd/htdocs/js/Core.UI.Floater.js
5. Clear Cache : # su -c "/opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete" -s /bin/bash otrs
6. Cleanup Loader Cache : # su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheCleanup" -s /bin/bash otrs
7. Regenerate Cache : # su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheGenerate" -s /bin/bash otrs

Thanks for the help.
OTRS 5.0.1 w/ ITSM 5.0.22
CentOS 6.9
MySQL
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