Tickets not allowing you to view articles

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kruegerM
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Tickets not allowing you to view articles

Post by kruegerM »

OTRS 6.0.29

We sometimes get tickets where the interface display is "stuck" highlighting just one of the articles (typically the last one). if you click the gear (top-right) icon for the "Article Display" control - nothing happens. There are no errors in the System Log or in the Apache error_log or ssl_error_log file. You also can't reorder the articles. There are always 4 or more articles - if that means anything...

One other peculiarity I noticed is the checkbox normally in the "star column" beside each article is missing.

Anybody run across this? I'm hoping there's an "easy fix" or update to the database? It's not frequent - but does happen which is getting my Agent's rather frustrated . . .
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Re: Tickets not allowing you to view articles

Post by reneeb »

Please open the browsers' development tools (F12) and check the Console for errors.
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Re: Tickets not allowing you to view articles

Post by zzz »

That almost sounds like a front-end related issue. It would help if your agents could make a screenshot of the browser console the next time the issue occurs.

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kruegerM
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Re: Tickets not allowing you to view articles

Post by kruegerM »

The 'Console' tab of the browser console shows the following:

Error while parsing the 'sandbox' attribute: 'ms-allow-popups' is an invalid sandbox flag.
index.pl:1183 Uncaught SyntaxError: Unexpected identifier
index.pl:1 Unrecognized Content-Security-Policy directive 'referrer'.


When viewing other tickets, all I see is a warning:

ModuleJS_1059cae6bda3db0e52de7c4c62c34363.js:272 Tablesorter Warning! "table.config.language" option not recognized
kruegerM
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Re: Tickets not allowing you to view articles

Post by kruegerM »

Definitely a Front-End issue.
Only happens in Chrome or Edge - the same ticket will view fine in IE or Firefox.

Not Completely True - some ticket's don't work in any of those 4 browsers.

But to pour salt into the wound - so far the only tickets with this problem are ticket I created - and I use the same browser as others on my team, and we only have the one template for creating tickets.

M
kruegerM
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Re: Tickets not allowing you to view articles

Post by kruegerM »

it's no longer just tickets I create
and, when a ticket gets "stuck" and won't let you view articles - you also can't move it - no one else can take ownership
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Re: Tickets not allowing you to view articles

Post by zzz »

kruegerM wrote: 08 Jun 2021, 17:58 The 'Console' tab of the browser console shows the following:

Error while parsing the 'sandbox' attribute: 'ms-allow-popups' is an invalid sandbox flag.
index.pl:1183 Uncaught SyntaxError: Unexpected identifier
index.pl:1 Unrecognized Content-Security-Policy directive 'referrer'.


When viewing other tickets, all I see is a warning:

ModuleJS_1059cae6bda3db0e52de7c4c62c34363.js:272 Tablesorter Warning! "table.config.language" option not recognized
It's most likely going to have something to do with the Tablesorter error, which is blocking the rest of the script.
Did you make changes to the source code (especially JavaScript or front-end changes)? It's hard to debug an error like this remotely.

— Emin
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kruegerM
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Re: Tickets not allowing you to view articles

Post by kruegerM »

Good call. An update had been made to TicketInformation.tt that hadn't been logged. I pulled the update, everything is working fine.
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