New tickets are not loading. page stays blank

Technical assistance
1

Infos:

  • Used Zammad version: 5.4.x
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20.04
  • Browser + version: Chrome

Expected behavior:

  • load a new ticket

Actual behavior:

  • not loading the page it’s blank
    ezgif.com-video-to-gif

Steps to reproduce the behavior:

  • Try Click → + sign → new ticket page is blank

Error shows in browser console is

application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64 Uncaught TypeError: Cannot read properties of undefined (reading ‘icon’)
at Object. (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64:27282)
at Object. (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64:29803)
at JST.app/views/agent_ticket_create (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64:29815)
at application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23:22401
at i.render (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46:20601)
at i.render (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46:9766)
at e (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46:18330)
at t.run (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23:28683)
at e.run (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23:28218)
at i.renderQueue (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46:18450)
(anonymous) @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64
(anonymous) @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64
JST.app/views/agent_ticket_create @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64
(anonymous) @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23
i.render @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46
(anonymous) @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46
e @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46
t.run @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23
e.run @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23
i.renderQueue @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46
(anonymous) @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46
i.buildScreen @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46
(anonymous) @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46
ajax.success @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46
u @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:2
fireWith @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:2
i @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:3
(anonymous) @ application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:3
application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64 Uncaught TypeError: Cannot read properties of undefined (reading ‘icon’)
at Object. (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64:27282)
at Object. (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64:29803)
at JST.app/views/agent_ticket_create (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:64:29815)
at application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23:22401
at i.render (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46:20601)
at i.render (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46:9766)
at e (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46:18330)
at t.run (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23:28683)
at e.run (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:23:28218)
at i.renderQueue (application-d670bcc071ae707a6da62c4f6d5e658adc29edab5ac751ea55c04f43c4cc5207.js:46:18450)

This is what shows in the production log

, [2023-06-15T15:11:40.491611#226701-126420] INFO – : Rendered init/index.html.erb within layouts/application (Duration: 0.2ms | Allocations: 48)
I, [2023-06-15T15:11:40.511297#226701-126420] INFO – : Rendered layout layouts/application.html.erb (Duration: 19.9ms | Allocations: 618)
I, [2023-06-15T15:11:40.512430#226701-126420] INFO – : Completed 200 OK in 64ms (Views: 20.3ms | ActiveRecord: 39.2ms | Allocations: 2984)
I, [2023-06-15T15:11:42.445861#199874-112720] INFO – : ProcessScheduledJobs running…
I, [2023-06-15T15:11:42.446828#199874-112720] INFO – : Running job thread for ‘Check channels.’ (Channel.fetch) status is: sleep
I, [2023-06-15T15:11:42.446875#199874-112720] INFO – : Running job thread for ‘Check ‘Channel’ streams.’ (Channel.stream) status is: sleep
I, [2023-06-15T15:11:42.446907#199874-112720] INFO – : Running job thread for ‘Process ticket escalations.’ (Ticket.process_escalation) status is: sleep
I, [2023-06-15T15:11:42.447053#199874-112720] INFO – : Running job thread for ‘Generate ‘Session’ data.’ (Sessions.jobs) status is: sleep
I, [2023-06-15T15:11:42.447806#199874-112720] INFO – : Running job thread for ‘Execute planned jobs.’ (Job.run) status is: sleep
I, [2023-06-15T15:11:46.910997#226701-113580] INFO – : Started GET “/api/v1/ticket_create?=1686821590477" for 104.43.57.37 at 2023-06-15 15:11:46 +0530
I, [2023-06-15T15:11:46.912843#226701-112700] INFO – : Started POST “/api/v1/taskbar” for 104.43.57.37 at 2023-06-15 15:11:46 +0530
I, [2023-06-15T15:11:46.915668#226701-113580] INFO – : Processing by TicketsController#ticket_create as JSON
I, [2023-06-15T15:11:46.915763#226701-113580] INFO – : Parameters: {"”=>“1686821590477”}
I, [2023-06-15T15:11:46.919187#226701-112700] INFO – : Processing by TaskbarController#create as JSON
I, [2023-06-15T15:11:46.919239#226701-112700] INFO – : Parameters: {“key”=>“TicketCreateScreen-39098”, “callback”=>“TicketCreate”, “params”=>{“id”=>“39098”, “shown”=>true}, “prio”=>6, “notify”=>false, “active”=>true, “id”=>“c-26”}
I, [2023-06-15T15:11:46.963047#226701-112700] INFO – : Completed 201 Created in 44ms (Views: 0.2ms | ActiveRecord: 30.8ms | Allocations: 34997)
I, [2023-06-15T15:11:46.994047#226701-113580] INFO – : Completed 200 OK in 78ms (Views: 4.3ms | ActiveRecord: 23.2ms | Allocations: 65417)
I, [2023-06-15T15:11:48.790794#226701-117620] INFO – : Started PUT “/api/v1/taskbar/83254” for 104.43.57.37 at 2023-06-15 15:11:48 +0530
I, [2023-06-15T15:11:48.794440#226701-117620] INFO – : Processing by TaskbarController#update as JSON
I, [2023-06-15T15:11:48.794495#226701-117620] INFO – : Parameters: {“key”=>“TicketCreateScreen-38479”, “callback”=>“TicketCreate”, “state”=>{}, “params”=>{“id”=>“38479”, “shown”=>true}, “prio”=>5, “notify”=>false, “active”=>false, “attachments”=>[], “updated_at”=>“2023-06-15T09:33:41.543Z”, “id”=>“83254”}
I, [2023-06-15T15:11:48.820784#226701-117620] INFO – : Completed 200 OK in 26ms (Views: 0.2ms | ActiveRecord: 10.9ms | Allocations: 11057)

tried updating to the latest version as well but the same issue

2

Hi @kakalpa, you should check if you have some legacy files laying around in app/assets/javascripts/app/ or maybe you did even some changes to any files there.

Otherwise, a zammad run rake assets:precompile might do the trick.

3

I Did no changes on the files. only thing i did was upgrade from 5.1 to 5.4. did the precompile few times as well. no luck so far. i have some custom fields I have added to the tickets though. any Idea what’s going wrong or what am i doing wrong here ?

4

Did you check if there are some legacy files laying around?

5

So sorry to but i do not know how to check it. there are files but don’t know how to differentiate between a legacy file a legit file

6

If - and only if - you are using a package installation:

  • Stop Zammad and all related services
  • Make a backup of your current system (including the whole /opt/zammad/ directory!)
  • Move away app/assets/javascripts/app/ to e.g. your home directory
  • Execute apt install --reinstall zammad
  • The app/assets/javascripts/app/ should be there again
  • See if Zammad is running fine again

Please note that performing all those steps is your own risk :slight_smile: