[solved]problem after upgrading from 6.5.4 to 6.5.6

[gsalin]

Hi,
I just upgraded from 6.5.4 to 6.5.6 and the banner containing the available actions on the article is not displayed as usual. We only have items like "Mark as unseen" or "Transfert notice" if applicable (in case of linked tickets)...no way to answer the ticket cf enclosed file) :

znuny_banner_not_displayed.png

Problem occurs in firefox and chrome.
In dev tools, I can see an error NS_BINDING_ABORTED :

znuny_banner_not_displayed_error.png

Do you have any idea?

Thank you for your help

Gérald

[skullz]

Not sure this has anything to do with the issue..
Do you execute migration script?

[gsalin]

Thank you for your answer.
Yes, I did execute it. The first time, there was an error due to a package not properly installed : I uninstalled it and rerun the script : no more error while executing this script....but no chnage in the UI

I deleted the cache

• bin/otrs.Console.pl Maint::Cache::Delete
  bin/otrs.Console.pl Maint::Loader::CacheCleanup
  bin/otrs.Console.pl Maint::Loader::CacheGenerate

rebuilt the configs

• bin/otrs.Console.pl Maint::Config::Rebuild --cleanup

but with no luck so far...

[gsalin]

didn't find error in znuny log nor in apache log...strange

maybe can I uninstall all packages? Don't know if it could help....

znuny_packages.png

[gsalin]

looking at the source code of the url "MyURL/otrs/index.pl?Action=AgentTicketZoom;TicketID=10408",I get a unique action for the article in ItemActions div :

Code: Select all

<div class="ItemActions">
    <ul class="Actions">
           <li>
            <a href="/otrs/index.pl?Action=AgentTicketMarkSeenUnseen;Subaction=Unseen;TicketID=10408;ArticleID=65890" class="AgentTicketMarkSeenUnseenArticle"  title="Mark article as unseen">Mark as unseen</a>
        </li>
        </ul>
    <div class="ClearLeft"></div>
</div> 

so it seems to be a problem on the server side which do not create the menu as wanted

[skullz]

I would try to remove MarkTicketSeenUnseen addon first..

[gsalin]

thank you, I unistalled MarkTicketSeenUnseen addon, then
bin/otrs.Console.pl Maint::Cache::Delete
bin/otrs.Console.pl Maint::Config::Rebuild --cleanup
bin/otrs.Console.pl Maint::Loader::CacheCleanup
bin/otrs.Console.pl Maint::Loader::CacheGenerate
systemctl restart httpd

but I still did'nt have the article menu

I then unistalled all addons (except FAQ as all tables would be deleted too) , then
bin/otrs.Console.pl Maint::Cache::Delete
bin/otrs.Console.pl Maint::Config::Rebuild --cleanup
bin/otrs.Console.pl Maint::Loader::CacheCleanup
bin/otrs.Console.pl Maint::Loader::CacheGenerate
systemctl restart httpd

The problem is still here....

I'm adding some logging to identify where the problem comes from...

[skullz]

try private mode browser / disable browser addon if using..
as there is not much log here, i just can guess

[gsalin]

I guess, I have some missing actions in config.
Someone can tell me what are the entries found in Ticket::Frontend::Article::Actions###Email please?

At the moment, I only have AgentTicketNoteToLinkedTicket item (and I had an entry for znunyMarkTicketSeeUnseen before I uninstall it) : it

znunyEmailActions.png

.

These were the only actions for wihch I had a link in articles


Thank you

[gsalin]

the corresponding logs which points to missing actions in confif (maybe I missed somethnig else..)
vi Kernel/Output/HTML/Layout/Article/ArticleActions] (Kernel/Output/HTML/Layout/Article.pm.ArticleActions)

[Mon Feb 26 09:24:26 2024][Error][Kernel::Output::HTML::Layout::Article::ArticleActions][150] in Article.pm > ArticleActions before Needed
[Mon Feb 26 09:24:26 2024][Error][Kernel::Output::HTML::Layout::Article::ArticleActions][164] in ArticleActions after Needed
[Mon Feb 26 09:24:26 2024][Error][Kernel::Output::HTML::Layout::Article::ArticleActions][170] in ArticleActions BackendObject = $VAR1 = \bless( {}, 'Kernel::Output::HTML::Article::Email' );

> package Kernel::Output::HTML::Article::Email; > use parent 'Kernel::Output::HTML::Article::Base' > Kernel/Output/HTML/Article/Base.pm.ArticleActions >

[Mon Feb 26 09:24:26 2024][Error][Kernel::Output::HTML::Article::Base::ArticleActions][160] Config for ChannelName Email is $VAR1 = {

'Email' => {
'AgentTicketNoteToLinkedTicket' => {
'Prio' => '50',
'Module' => 'Kernel::Output::HTML::ArticleAction::AgentTicketNoteToLinkedTicket',
'Valid' => '1'
}
};

after this logging, there is a loop in Kernel/Output/HTML/Article/Base.pm.ArticleActions, on Config: "for my $Action ( sort { $Config->{$a}->{Prio} <=> $Config->{$b}->{Prio} } keys %{$Config} ) {"

and only AgentTicketNoteToLinkedTicket

[gsalin]

try private mode browser / disable browser addon if using..
as there is not much log here, i just can guess

I tried with private mode browser, I don't have browser addons...and the problem raised just afeter upgrading...for all my users
.
thank you for your help

[gsalin]

manually adding an action in Ticket::Frontend::Article::Actions###Email did the trick I guess :
I added AgentTicketForward action for Email, which adds the corresponding entry in the menu :

znunyEmailActionsForward.png

Forward config

Code: Select all

$Self->{'Ticket::Frontend::Article::Actions'}->{'Email'} =  {
  'AgentTicketForward' => {
    'Prio' => '50',
    'Valid' => '1',
    'Module' => 'Kernel::Output::HTML::ArticleAction::AgentTicketForward'
  },
  'AgentTicketNoteToLinkedTicket' => {
    'Module' => 'Kernel::Output::HTML::ArticleAction::AgentTicketNoteToLinkedTicket',
    'Prio' => '50',
    'Valid' => '1'
  }
};

Have I been the only one with this problem after upgrading? Did I have made wrong steps?


I'll try to add other actions manually...

[gsalin]

the file ./Kernel/Config/Files/XML/Ticket.xml contains all actions....what can be the reason I can't see them in the system config UI?
Is there a more descriptive documentation than https://doc.znuny.org/znuny_lts/admin/s ... index.html regarding how configs are managed in znuny (links between ./Kernel/Config/Files/XML/*.xml, Kernel/Config/Files/ZZZAAuto.pm, Config.pm, UI...)

I tried to add actions using the UI...but didnt' manage to make it work (for my tests, I manually edited the ZZZAAuto.pm file.
In the UI, I can add a branch "AgentTicketForward" for Ticket::Frontend::Article::Actions###Email
I the add the key "Module" but I can not add a value

znunyEmailActionsAddAction.png

If I type "Module:" instead of Module as key...I can add a value...but my key is wrong

Other question : where are the new config stored? I didn't find it in the database nor in an xml files (except in ZZZAAuto.pm)

Code: Select all

<Setting Name="Ticket::Frontend::Article::Actions###Email" Required="1" Valid="1">
        <Description Translatable="1">Defines available article actions for Email articles.</Description>
        <Navigation>Frontend::Agent::View::TicketZoom::ArticleAction</Navigation>
        <Value>
            <Hash>
                <DefaultItem>
                    <Hash>
                        <Item Key="Module"></Item>
                        <Item Key="Prio"></Item>
                        <Item Key="Valid"></Item>
                    </Hash>
                </DefaultItem>
                <Item Key="AgentTicketCompose">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketCompose</Item>
                        <Item Key="Prio">100</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="AgentTicketForward">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketForward</Item>
                        <Item Key="Prio">200</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="AgentTicketBounce">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketBounce</Item>
                        <Item Key="Prio">300</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="AgentTicketPhone">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketPhone</Item>
                        <Item Key="Prio">400</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="AgentTicketPrint">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketPrint</Item>
                        <Item Key="Prio">500</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
				<Item Key="AgentTicketMessageLog">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketMessageLog</Item>
                        <Item Key="Prio">550</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="AgentTicketPlain">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketPlain</Item>
                        <Item Key="Prio">600</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="MarkAsImportant">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::MarkAsImportant</Item>
                        <Item Key="Prio">700</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="AgentTicketNote">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketNote</Item>
                        <Item Key="Prio">800</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="AgentTicketEmailResend">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketEmailResend</Item>
                        <Item Key="Prio">900</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
                <Item Key="AgentTicketNoteToLinkedTicket">
                    <Hash>
                        <Item Key="Module">Kernel::Output::HTML::ArticleAction::AgentTicketNoteToLinkedTicket</Item>
                        <Item Key="Prio">50</Item>
                        <Item Key="Valid">1</Item>
                    </Hash>
                </Item>
            </Hash>
        </Value>
    </Setting>

[root]

Hi,

I do not know what went wrong, but it's related to your instance. Do you use RPM or any of the archives? You had the same result with your test system?

- Roy

[gsalin]

eh eh, as it was a minor update, I only backedup the database before updating on prod but did not try on my test instance before...but I can do that....

I updated from source

thank you for your message

[gsalin]

on test server, just upgraded from 6.4 to 6.5.4 (pbm with external packaged> removed) > upgraded to 6.5.6

no problem......don't konw what happened on prod...I close this thread..sorry for your time spent on that
but still interested to allow standard users to access MarkAsImportant article action

thank you

[root]

on test server, just upgraded from 6.4 to 6.5.4 (pbm with external packaged> removed) > upgraded to 6.5.6

no problem......don't konw what happened on prod...I close this thread..sorry for your time spent on that
but still interested to allow standard users to access MarkAsImportant article action

thank you

I would check the related settings (system configuration), by default, there is no restriction.

- Roy