Customer Portal ticket menu not working | 3.2.1 (Solved)

[pituca]

Hello Guys,

I would appreciate is someone can help me. I upgraded my system from 3.1.11 to 3.2.1 and up to now every thing seems ok expect for the ticket menu in the customer portal its not working on mouse hover so i cant create of manage tickets.

Thank you so much in advances.

[crythias]

It's javascript, so there's a dependency you are missing inspect element or view javascript console to find out more.

[pituca]

Thanks crythias,

My javascript knowledge is very limited but I will verify and see what I find the comeback to you...

[pituca]

I would appreciate if someone can give me a hand on this because up to now I cant solve this problem. I did several test already. When I install a new installation an use the system with the default configuration it work properly but when I restore my database even thought I don't import my old configuration backup, then I have the problem. I install every module correctly and, verify the permissions in SysConfig for the module and still the same thing.

C:\OTRS\OTRS\bin>perl otrs.CheckModules.pl
o CGI..............................ok (v3.63)
o Crypt::PasswdMD5.................ok (v1.3)
o Crypt::SSLeay....................ok (v0.58)
o CSS::Minifier....................ok (v0.01)
o Date::Format.....................ok (v2.24)
o Date::Pcalc......................ok (v1.2)
o DBI..............................ok (v1.616)
o DBD::mysql.......................ok (v4.018)
o DBD::ODBC........................ok (v1.29)
o DBD::Oracle......................Not installed! (optional - Required to conn
ect to a Oracle database.)
o DBD::Pg..........................ok (v2.18.0)
o Digest::MD5......................ok (v2.51)
o Digest::SHA::PurePerl............ok (v5.81)
o Digest::SHA......................ok (v5.61)
o Encode::HanExtra.................ok (v0.23)
o Encode::Locale...................ok (v1.03)
o GD...............................ok (v2.46)
o GD::Text.......................ok (v0.86)
o GD::Graph......................ok (v1.44)
o GD::Graph::lines...............ok (v1.15)
o GD::Text::Align................ok (v1.18)
o IO::Scalar.......................ok (v2.110)
o IO::Wrap.........................ok (v2.110)
o JavaScript::Minifier.............ok (v1.05)
o JSON.............................ok (v2.53)
o JSON::PP.......................ok (v2.27200)
o JSON::XS.......................ok (v2.3)
o Locale::Codes....................ok (v3.24)
o LWP::UserAgent...................ok (v6.04)
o Mail::Internet...................ok (v2.12)
o Mail::POP3Client.................ok (v2.18)
o IO::Socket::SSL................ok (v1.40)
o Mail::IMAPClient.................ok (v3.31)
o IO::Socket::SSL................ok (v1.40)
o MIME::Base64.....................ok (v3.13)
o MIME::Tools......................ok (v5.428)
o ModPerl::Util....................ok (v2.000004)
o Apache::DBI....................ok (v1.11)
o Apache2::Reload................ok (v0.12)
o Net::DNS.........................ok (v0.68)
o Net::POP3........................ok (v2.29)
o Net::IMAP::Simple................ok (v1.2034)
o IO::Socket::SSL................ok (v1.40)
o Net::SMTP........................ok (v2.31)
o Authen::SASL...................ok (v2.16)
o Net::SMTP::SSL.................ok (v1.01)
o Net::SMTP::TLS::ButMaintained..ok (v0.20)
o Net::LDAP........................ok (v0.44)
o Net::SSL.........................ok (v2.85)
o PDF::API2........................ok (v2.019)
o Compress::Zlib.................ok (v2.034)
o Storable.........................ok (v2.25)
o SOAP::Lite.......................ok (v0.715)
o version........................ok (v0.88)
o Class::Inspector...............ok (v1.28)
o Text::CSV........................ok (v1.21)
o Text::CSV_PP...................ok (v1.29)
o Text::CSV_XS...................ok (v0.90)
o Time::HiRes......................ok (v1.9721)
o XML::Parser......................ok (v2.40)
o HTTP::Message....................ok (v6.06)
o HTTP::Headers..................ok (v6.05)
o URI..............................ok (v1.60)
o URI::Escape....................ok (v3.31)
o Scalar::Util.....................ok (v1.23)
o YAML::XS.........................ok (v0.38)
o Win32::Daemon....................ok (v20110117)
o Win32::Service...................ok (v0.06)

C:\OTRS\OTRS\bin>

[crythias]

did you try to view the javascript console in a browser? It should tell you what it can't find and why it stopped working.

It's either cache or themes (they don't convert 3.1->3.2) or rebuild config or ... well, it's hard to say, really.

[pituca]

Thank you for the follow up crythias.

Yeah I was verifying the Javascript console in the browser however I did not find anything pointing to the problem. Again im a novice in this area so what im gonna do is to post what I see in the console.

Regarding the theme...yeah i read they are not compatible so i did not copy anything from my old configuration except for: Config.pm, GenericAgent.pm and ZZZAuto.pm. And i did not import my old system configuration.

I ran this:

CREATE DATABASE otrs CHARACTER SET utf8;
mysql -uroot -e "GRANT all ON otrs.* TO 'otrs'@'localhost' IDENTIFIED BY 'hot'" && mysql -uroot -e "FLUSH PRIVILEGES"
mysql -uroot otrs < otrs_dump.sql
DBUpdate-to-3.2.mysql.sql
DBUpdate-to-3.2.pl
otrs.RebuildConfig.pl
otrs.DeleteCache.pl
Restart Services

Installed missing modules with cpan:

Path::Class
Win32::Pipe
Win32::Console::ANSI

Note: My OS is Windows Server 2008 R2 64bit.

[crythias]

did you rebuild config?

[pituca]

Yes, I did...

[crythias]

Since there are absolutely no messages in otrs.log, apache error log, javascript console, I'm just going to have to assume that it's working how it's supposed to and your customer is being blocked by ACL or config.

[pituca]

Here is another feedback...

I stop services, cleared log for Apache and OTRS, started services again lunched the Customer Portal and Im posting the logs. Also clear Error Console log in firefox and im posting what I see. in the error tab of the console there not error, I only get warnings in the warning tab.

Apache Error Log:

Starting the Apache2.2 service
The Apache2.2 service is running.
1
Scalars leaked: 1
[Fri Feb 08 13:51:01 2013] [notice] Apache/2.2.22 (Win32) mod_apreq2-20090110/2.7.1 mod_perl/2.0.4 Perl/v5.12.3 configured -- resuming normal operations
[Fri Feb 08 13:51:01 2013] [notice] Server built: Jan 28 2012 11:16:39
[Fri Feb 08 13:51:01 2013] [notice] Parent: Created child process 1116
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
[Fri Feb 08 13:51:05 2013] [notice] Child 1116: Child process is running
[Fri Feb 08 13:51:05 2013] [notice] Child 1116: Acquired the start mutex.
[Fri Feb 08 13:51:05 2013] [notice] Child 1116: Starting 64 worker threads.
[Fri Feb 08 13:51:05 2013] [notice] Child 1116: Starting thread to listen on port 80.

OTRS log:

[Fri Feb 8 13:51:11 2013][Notice][main::_start] Scheduler Service is starting...!
[Fri Feb 8 13:51:12 2013][Notice][main::_start] Scheduler Service start! PID 1392
[Fri Feb 8 13:52:08 2013][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: rpita Authentication ok (REMOTE_ADDR: 127.0.0.1).

Firefox Error console:

[crythias]

Do you have anything there that's not css related?

[pituca]

Now is see this other one in the highlight that should be linked to what we are looking for but I cant interpret what it means...

[pituca]

Hello,

I would appreciate your follow up...

Thank you.

[crythias]

I can't provide much more information. There's not any more to go on besides you're not using stock setup.

[pituca]

Thank you so much for your support guys, finally I found what was causing the problem. It was in Ticket -> Frontend::Customer::ModuleRegistration
(CustomerFrontend::Module###CustomerTicketOverview). I restored the default setting in this section and it brought the missing value "Ticket" for NavBar as you can see in the picture.

Regards.

[burakmertoglu]

Dear All
how can be disable menu and customer did not see their all tickets , open tickets and closed tickets
only customer create new ticket
is it possible ?
Best regards.