ITSM Change error after upgrading to 4.04

[andrewswingewood]

I have tried to upgrade OTRS ITSM from 3.11 to 4.04. The upgrade completes and after I have upgraded ITSM I am able to use the system. However, once I try to create a new ITSM Change, I get the following error. All subsequent access to the change also produces the same error:

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Syntax error, unrecognized expression: #Menu$QData{"MenuID"}

s</fb.error@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:12720
s</fb.tokenize@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:18596
s</fb.select@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:21321
fb@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:7352
.find@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:23593
m.fn.init@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:24160
m@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:393
ITSM.Agent.ConfirmationDialog</TargetNS.BindConfirmationDialog@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/ModuleJS_cf85b380327112d1963584d0e0e79fb4.js:16:429
(?)()@http://pbcm001.porterbrook.pri/otrs/index.pl?Action=AgentITSMChangeZoom;ChangeID=506:593:1
Core.App</TargetNS.Ready/<@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1268:120
m.Callbacks/j@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:27239
m.Callbacks/k.fireWith@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:28057
.ready@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:29889
J@http://pbcm001.porterbrook.pri/otrs-web/js/js-cache/CommonJS_2e0d34ce4dad105b16d56c92afd0ed7f.js:1:30255

I have tried everything I can think of and still get the same issue. This will prevent me from ever moving to version 4.

[reneeb]

Do you have any other customizations installed?

Please do

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cd /opt/otrs
grep -r "\$QData" var/httpd/htdocs/js | grep -v cache

in your terminal. This helps you to find the broken file. Then check if that's the original or a version that comes with an other addon.

[andrewswingewood]

Unfortunately that command doesn't return any results. There are no custom apps installed and the issue only occurs after I have created a new change. Prior to creating a new change, I am able to open all old changes but once I try to create a change, I get the error when creating or opening any change.

[reneeb]

Go to SysConfig -> ITSM ChangeManagement -> Frontend::Agent::ITSMChange::MenuModule and check for each item if

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#Menu$QData{"MenuID"}

was replaced with

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#Menu[% Data.MenuID | html %]

[andrewswingewood]

I am very impressed with that level of knowledge. Thanks for your assistance with this.
There were several places that used the old format of the string within SysConfig -> ITSM ChangeManagement -> Frontend::Agent::ITSMChange::MenuModule
I had to update MenuModule###110-ChangeReset, MenuModule###100-ChangeDelete to fix all issues. There were also some dialog titles that needed fixing.
Do you have any idea why these values were never re-written in the new format every time I ran the upgrade? Is this a bug that I should log with the developers or just something that is specific to my installation?

[reneeb]

If you had not changed anything with these options and you ran the RebuildConfig script it *should* have worked. I doubt this is a general issue...

Sometimes computers just do some weird stuff

[andrewswingewood]

While I have found somebody that really understands OTRS ITSM, have you ever found a way of adding a link to an external site within the OTRS menu system?
Back in version 2 I found that this was not possible and had to embed the link within the page Header but maybe there is now a way to create a fully custom menu option that links to an external system?

[reneeb]

http://znuny.com/en/#!/addons -> #11 (even though they list only OTRS < 4, in Github there are commits to make the addon available for OTRS4)

[andrewswingewood]

Thanks,
I had found Znuny but could see that the released packages were not available on version 4. I tried to deploy the Github revision that is compatible with 4 but this caused more issues and broke the dashboard.
I have rolled back to 3.11 and installed the Znuny repo and configured the external URL link from there.
I think I will hold fire on the 4.0 upgrade until it reaches 4.1 or the Znuny packages are released for 4.0. At that point, I am sure I will need to make the code changes you recommended to fix the ITSM module. Thanks for all your help.