KIX - Forum

Community => Fragen | Konfiguration | Hilfe => Thema gestartet von: Ben Ipinge am 30.05.2017 12:56:31

Titel: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Ben Ipinge am 30.05.2017 12:56:31
Good day,

We upgraded to the latest available KIX4OTRS 8.0.12 running on OTRS 5.0.17 & KIXCore 5.0.11, the upgrade went well. However, when you login and click on any item on the navigation menu it doesn't work. You need to manually enter the url to navigate, then only will you be able to use navigation menu item.

And when you go back to the dashboard, the navigation menu items still do not work and the dropdown items are displayed behind the dashlets.

How can we resolve with without breaking compatability?

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 02.06.2017 07:56:20
Hi Ben,

its difficult to say, whats going wrong.

Please send me a Screenshot of the ,,Package Manager". Futhermore I need an excerpt of the
OTRS-Log and Apache-Error-Log. (Last 100 entrys)

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Ben am 14.06.2017 12:33:41
Good day,

I need to register so that I can attach files. However the verification option does not show, so I cannot register.

Can you assist with my registration?

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 14.06.2017 12:52:06
Hi Ben,

i have tested the registration process and it works for me. Also the captcha dialog was showing.

Perhaps you shoud delete your cache and try it again or change browser.

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 14.06.2017 16:37:18
Good day Rico,

Here are the attachments as requested.

The error log is for today's work.

I started by trying to resolve the package issues which where not compatible with OTRS 5 by manually installing the missing files. However that didn't work so I had to uninstall all the OTRS 4 version only packages.

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 15.06.2017 09:07:32
Hi Ben,

after upgrade, did you delete cache and rebuild the config?

Path: <OTRS-Path>/bin

sudo -u www-data ./otrs.Console.pl Maint::Cache::Delete
sudo -u www-data ./otrs.Console.pl Maint::Config::Rebuild

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 15.06.2017 09:42:37
Hi Rico,

Almost after every change.

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 15.06.2017 10:10:22
Which was your KIX4OTRS version before you decided to upgrade?

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 15.06.2017 10:49:50
Rico,

We upgraded from 4.0.22 to 5.0.17 before now updating to 5.0.19
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 15.06.2017 15:37:37
Rico,

Are you part of the Cape IT/KIX team?
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 16.06.2017 09:29:13
Hi Ben,

yes, this is correct.

In your error_log are a lot of permisson issues.

Can you describe me step by step what you did?

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 16.06.2017 09:49:36
Hi Rico,

When I upgraded from 4 to 5, I used instructions here: http://doc.otrs.com/doc/manual/admin/5.0/en/html/upgrading.html

When I upgraded from 5.0.17 to 5.0.19, I used the instructions here: http://doc.otrs.com/doc/manual/admin/6.0/en/html/upgrading.html

After upgrading or installing packages I run this sequence of commands under /opt directory:
otrs/bin/otrs.SetPermissions.pl --web-group=www-data
su -c "otrs/bin/otrs.Console.pl Maint::Config::Rebuild" -s /bin/bash otrs
su -c "otrs/bin/otrs.Console.pl Maint::Cache::Delete" -s /bin/bash otrs

Regards,

Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 16.06.2017 10:54:25
Hi Ben,

you started with OTRS 4.0.22 and KIX4OTRS 7.1.x??

Regards
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 16.06.2017 10:59:32
Yep
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 16.06.2017 12:11:33
By the way, we also have developed our brand skin that we are applying but it doesn't seem that its the problem.

With KIX4OTRS installed, when I try to open a ticket I get the following error message which is not present when KIX4OTRS is uninstalled.
[error] Can't use string ("2") as a HASH ref while "strict refs" in use at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentTicketZoom.pm line 946.\n[\code]
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 16.06.2017 18:00:49
Rico,

Today, I uninstalled KIX4OTRS and KIXCore. I could access the tickets again but the dashboard navigation menu links still didn't work. Dropdown options are also not popping up.

I have reinstalled them subsequently and everything remains as it was.

Attached is the error log for the day.

Your assistance is highly appreciated.

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 18.06.2017 15:58:00
Hi Rico,

Is there perhaps a way to start from scratch and just restore the necessary data such as queues, agents, dynamic fields, ITSM or CMDB, etc..?

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 19.06.2017 08:56:21
Hi Ben,

you can dump your data with script "backup.pl" located in "<OTRS-PATH>/scripts".

Example:

./backup.pl -d /tmp

You can restore your database-data with "restore.pl".

Example:

./restore.pl -b /tmp/2017-06-19_08-15/ -d /opt/otrs-5.0.17

If you only wish to restore your database entries, then delete "Applicaton.tar.gz" and "Config.tar.gz", which were build during backup.

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 19.06.2017 09:37:19
Hi Rico,

Thanks. Do you think this will be able to resolve these issues? and the backup will only restore the data right?

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 19.06.2017 10:47:46
Hi Ben,

i hope so.

Backup your old otrs-directory. Use an new database name for your new installation. If the installation fails, we can go back to your present system.

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 19.06.2017 15:02:22
Rico,

What is contained in application.tar.gz and config.tar.gz?

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 19.06.2017 15:45:27
Hi Ben,

Config.tar.gz contained all config files below directory "Kernel".

Application.tar.gz includes all files of your OTRS and KIX4OTRS application.

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 19.06.2017 17:42:49
Hi Rico,

Some progress made today.

I started from scratch. Restored the database only. Reinstalled all the packages including KIXCore and KIX4OTRS.

The data is restored. The NVD3 error is gone. The navigation menu issue is resolved as well and dropdown items are popping out again.

We now have 1 error that occurs when I try to open an old ticket.
[Mon Jun 19 16:41:03 2017] [error] Can't use string ("2") as a HASH ref while "strict refs" in use at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentTicketZoom.pm line 946.\n

Restarting the server didn't work. What might be the cause with this error?
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 20.06.2017 07:57:45
Hi Ben,

if you installed OTRS 5.0.19 then you need the following packages for KIX4OTRS:

1. OTRS::ITSM => 5.0.19
2. KIXCore => 5.0.12
3. KIX4OTRS => 8.0.13

Have these modules been installed?

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 20.06.2017 09:12:30
Hi Rico,

Yep. All the modules have been installed.

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 20.06.2017 09:46:07
Ok.

New tickets do not cause problems?

Regards
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 20.06.2017 10:42:11
Rico,

Seems that they are causing problems as well.

I managed to create a ticket, however it is not showing up on the new ticket dashlet. Here is the error message:
Message: No such ConfigItemID (ben.ipinge)!

RemoteAddress: 192.168.229.113
RequestURI: /index.pl?Action=AgentTicketZoom;TicketID=190;OTRSAgentInterface=1j3h6sCfNRxKOlr1f0Nr0jWDHyXCz937

Traceback (7627):
   Module: Kernel::System::ITSMConfigItem::ConfigItemGet Line: 339
   Module: Kernel::System::ITSMConfigItem::XML::Type::CIClassReference::ExportSearchValuePrepare Line: 166
   Module: Kernel::System::ITSMConfigItem::XML::XMLExportSearchValuePrepare Line: 132
   Module: Kernel::Output::HTML::Layout::KIX4OTRSITSMConfigManagement::_ExportXMLSearchDataPrepare Line: 900
   Module: Kernel::Output::HTML::Layout::KIX4OTRSITSMConfigManagement::KIXSideBarAssignedConfigItemsTable Line: 188
   Module: Kernel::Output::HTML::KIXSidebar::LinkedCIs::Run Line: 66
   Module: Kernel::Output::HTML::Layout::KIX4OTRS::AgentKIXSidebar Line: 538
   Module: Kernel::Modules::AgentTicketZoom::MaskAgentZoom Line: 862
   Module: Kernel::Modules::AgentTicketZoom::Run Line: 521
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1054
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 54
   Module: (eval) (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31


And when I tried to open the created ticket using the pop message

I get the other error message:
[Tue Jun 20 09:42:59 2017] [error] Can't use string ("2") as a HASH ref while "strict refs" in use at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentTicketZoom.pm line 946.\n
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 20.06.2017 10:44:28
Attached is popup message when ticket was created.
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 20.06.2017 11:47:53
Have you installed any third party packages?

Regards
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 20.06.2017 12:02:07
Yep. Attached is pics with list of packages installed.
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 20.06.2017 15:43:12
Hi Rico,

We need this to work asap and we are willing to pay for your support as this is urgent.

Can you send me the support quote to get this sorted?

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: Rico Ullmann am 21.06.2017 08:09:25
Hi Ben,

please send us an email with your detailed contact information to sales@cape-it.de.

Insert a Link to this forum post in to your email.

Regards,
Rico Ullmann
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 21.06.2017 09:07:03
Done.
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 22.06.2017 08:47:40
Hi Rico,

While we are waiting for support to be official.

Can you please provide any direction as to what might be causing this error?
[Wed Jun 21 13:25:08 2017] [error] Can't use string ("2") as a HASH ref while "strict refs" in use at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentTicketZoom.pm line 946.\n

I have tested other functions and the ticket access is the only issue we have now.

Regards,
Titel: Re: Navigation Menu Items Not Functioning on Index Page
Beitrag von: BenI am 25.07.2017 13:26:02
Do we need to perhaps regenerate the existing tickets? or is it a code change process on KIX side?