After upgrading 3.1 GenericAgent doesn't wor

[EstebanMonge]

Hello:

I updated OTRS::ITSM 3.1 to 3.3, following these steps:
http://doc.otrs.org/3.2/en/html/upgrading.html
http://doc.otrs.org/3.3/en/html/upgrading.html

All OTRS functions works great, but when I need to create a GenericAgente I receive this message:

Code: Select all

Core.Agent.Admin.GenericAgent is undefined

(?)()@https://10.7.11.140/otrs/index.pl?Action=AdminGenericAgent;Subaction=Update:5474
Core.App</TargetNS.Ready/<@https://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:1252
x.Callbacks/c@https://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:2
x.Callbacks/p.fireWith@https://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:2
.ready@https://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:2
q@https://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:2

I don't know what is the error.

[crythias]

deletecache.

[EstebanMonge]

Hello I executed:

Code: Select all

shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl

But problem persists.

Code: Select all

Core.Agent.Admin.GenericAgent is undefined

(?)()@http://10.7.11.140/otrs/index.pl?Action=AdminGenericAgent;Subaction=Update:5474
Core.App</TargetNS.Ready/<@http://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:1252
x.Callbacks/c@http://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:2
x.Callbacks/p.fireWith@http://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:2
.ready@http://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:2
q@http://10.7.11.140/otrs-web/js/js-cache/CommonJS_ac174fbc80bdb5545e071425d5002595.js:2

[EstebanMonge]

I forget to said that I applied recent release 3.3.5 but problem persists...

[Giulio Soleni]

Did you try the complete stop - cleanup and restart of all the OTRS processes?
For a CentOS or RHEL Linux distribution:

service otrs stop
/opt/otrs/bin/otrs.Scheduler.pl -a stop --force ...this, should not be needed
service crond stop
service httpd stop ... in other Linux distributions it should be "apache".
su - otrs (you might have to provisionally change the login permissions of otrs user in /etc/passwd)
/opt/otrs/bin/otrs.RebuildConfig.pl
/opt/otrs/bin/otrs.LoaderCache.pl -o delete
/opt/otrs/bin/otrs.DeleteCache.pl
exit (...back to root)

# at this point it could also be useful to use ./otrs.SetPermissions.pl to reset the permissions of all files in the /opt/otrs folders; the correct syntax of the parameters to be used depend on your OS distro.
# WARNING: ONLY FOR CentOS / RHEL
/opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs

service httpd start
service crond start
service otrs start

[valeryvdr]

Hi!

I just upgraded OTRS to 4.0.5 from 3.3.11 and run into the same problem, cannot create or edit GenericAgent. I am getting following error:

Code: Select all

Core.Agent.Admin is undefined

(?)()@http://otrs.slitherine.com/otrs/index.pl?Action=AdminGenericAgent;Subaction=Update:3261:44
Core.App</TargetNS.Ready/<@http://otrs.slitherine.com/otrs-web/js/js-cache/CommonJS_d390940edecccf44e4d137ce7ca8c8bc.js:1268:120
m.Callbacks/j@http://otrs.slitherine.com/otrs-web/js/js-cache/CommonJS_d390940edecccf44e4d137ce7ca8c8bc.js:1:27239
m.Callbacks/k.fireWith@http://otrs.slitherine.com/otrs-web/js/js-cache/CommonJS_d390940edecccf44e4d137ce7ca8c8bc.js:1:28057
.ready@http://otrs.slitherine.com/otrs-web/js/js-cache/CommonJS_d390940edecccf44e4d137ce7ca8c8bc.js:1:29889
J@http://otrs.slitherine.com/otrs-web/js/js-cache/CommonJS_d390940edecccf44e4d137ce7ca8c8bc.js:1:30255

I tried all suggestions above without any luck, so I was wondering if there is anything else I can try?

Thanks

[Giulio Soleni]

Could it be you had some customization of some core files that you have forgot to update?
Is there anything within /opt/otrs/Custom folder? ... or some files that you may have directly changed or duplicated when you used 3.1.* version?

In the worst case you may try to take a "drastic" aproach:
- backup your db and some important files:
/opt/otrs/Kernel/Config.pm
/opt/otrs/Kernel/Config/GenericAgent.pm <<< Double check if this file is corrupted or changed with respect to the original one
/opt/otrs/var/log/TicketCounter.log
/opt/otrs/Kernel/Config/Files/ZZZAuto.pm
all the content of /opt/otrs/var/article/* folder (I suggest to do a targz)

Then uninstall OTRS from your system and then re-install it from scratch (along with all the add-ons you may have installed before).

Before going through these operation on your production environment, though, I strongly suggest to create a new server and test your backup over that server.
Just remember that the restore works only if:
- the database is empty... that is, you have to drop all tables before restoring from a backup.
- OTRS version (and installed add-ons versions) is exactly the same of the backed-up system.

[valeryvdr]

Hello Giulio, thanks for the response and tips.

The OTRS setup I have is plain, not customized, I have only README in the Custom folder. So, I do not see this being a problem. In regards to the changed files in the 3.1.* version, I do not believe so either.

I will try your suggested "drastic" approach on a test server. Probably will take me few days to report back on the result.

In a mean time, if anyone has other ideas, I will be happy to test them.

Thanks!

[valeryvdr]

OK, I have managed to fix the problem. In my case, the cause was the previous registration config for the Frontend::Module###AdminGenericAgent module. After I have reset the config to default, the error went away. The only difference between the default config and mine was that I had another group registered, beside admin, to access the module. But it is not crucial for me, so I can live with the default config for now. Anyway, thanks for all the help, I just wanted to report in if anyone else will find it useful.