Ajax issue on web pages refresh

[Giulio Soleni]

Hi,
after updating OTRS from 3.2.16 to 3.3.11 following the UPGRADE documentation I experienced the following issue:
when some web pages refreshes after an idle period has expired a popup with the following message appears:

"An error occurred! Do you want to see the complete error message?"

and the complete error says:

"No such element id: undefined in page!"

Looking at the code I can see that the error is triggered by:

/opt/otrs/var/httpd/htdocs/js/Core.AJAX.js
specifically by TargetNS.ContentUpdate function

otrs logs seems not to be useful ... I am trying to capture some hints using firefox debug tools but I need some further help.
may you please point me in the right direction to fix this issue?

OTRS 3.3.11 is installed on an OpenSuSE 13.1 with Apache 2.4.6; mod_perl/2.0.8 and MariaDB 5.5.33

[reneeb]

Did you clear the Loader caches? Anything cached in the browser? Did you check that no Old/Custom .js file is used (that might came with an addon)?

[Giulio Soleni]

Hi reneeb,
thank you for your quick reply.
On the server I repeatedly perform the following sequence:
/opt/otrs/bin/otrs.RebuildConfig.pl
/opt/otrs/bin/otrs.LoaderCache.pl -o delete
/opt/otrs/bin/otrs.DeleteCache.pl
/opt/otrs/bin/otrs.DeleteSessionIDs.pl --all

and I personally run the browser after having manually deleted all the caches from it.

As for your last "Did you check that no Old/Custom .js file is used (that might came with an addon)?" ... indeed there are some add-on's installed but where should I look to check if there is any old *js to be removed?

May I manually delete safely all the content of /opt/otrs/var/httpd/htdoocs/js/js-cache folder?

[reneeb]

Check if there is a Core.AJAX.js.(old|save|backup) in the JS folder.

[Giulio Soleni]

hi,
after a thorough analysis I found that there was a custom dashlet imported from ver 3.2.16 that was not compliant with the format in 3.3.x
It was in the form of an xml file under /opt/otrs/Kernel/Config/Files/Custom-dashlet.xml

I removed it from the configuration files and from the SysConfig; I rebuild configuration and cleaned up the caches once more and the issue is gone.

I am still investigating on what actually was not compliant of that Custom-dashlet.xml or better ... what did throw that Ajax exception.