Ticket Content(Zoom) only after refresh shown

  • Used Zammad version: 2.6.0
  • Used Zammad installation source: (source, package, …) apt package
  • Operating system: Debian 9
  • Browser + version: Firefox 62.03/IE 11.371
    elasticsearch 5.6.10
    postgresql: 9.6.9
    WebProxy: Apache 2.4.25

Expected behavior:

Ticket Content Shown after klicking on Ticket Overview.
*

Actual behavior:

No Content of ticket shown, only after refreshing the page. Cant Close Ticket if page isnt refreshed.
*

Steps to reproduce the behavior:

Klick on Ticket.
*

Zammad Production LOG: Example Ticket ID 6399
I, [2018-10-19T10:50:13.104301 #12337] INFO – : Processing by TaskbarController#create as JSON
I, [2018-10-19T10:50:13.104383 #12337] INFO – : Parameters: {“key”=>“Ticket-6399”, “client_id”=>123, “callback”=>“TicketZoom”, “params”=>{“ticket_id”=>6399, “overview_id”=>4, “shown”=>true}, “prio”=>2, “notify”=>false, “active”=>true, “id”=>“c-12”}
I, [2018-10-19T10:50:13.119970 #12337] INFO – : Completed 201 Created in 15ms (Views: 0.3ms | ActiveRecord: 2.9ms)
I, [2018-10-19T10:50:13.134324 #12337] INFO – : Started GET “/api/v1/tickets/6399?all=true&=1539938952261" for 127.0.0.1 at 2018-10-19 10:50:13 +0200
I, [2018-10-19T10:50:13.141608 #12337] INFO – : Processing by TicketsController#show as JSON
I, [2018-10-19T10:50:13.141680 #12337] INFO – : Parameters: {“all”=>“true”, "
”=>“1539938952261”, “id”=>“6399”}
I, [2018-10-19T10:50:13.269661 #12337] INFO – : Completed 200 OK in 128ms (Views: 12.1ms | ActiveRecord: 34.5ms)
I, [2018-10-19T10:50:13.278849 #12337] INFO – : Started POST “/api/v1/recent_view” for 127.0.0.1 at 2018-10-19 10:50:13 +0200
I, [2018-10-19T10:50:13.283185 #12337] INFO – : Processing by RecentViewController#create as JSON
I, [2018-10-19T10:50:13.283258 #12337] INFO – : Parameters: {“object”=>“Ticket”, “o_id”=>6399}

Here after the refresh:
I, [2018-10-19T10:52:39.849644 #12337] INFO – : Started GET “/” for 127.0.0.1 at 2018-10-19 10:52:39 +0200
I, [2018-10-19T10:52:39.854928 #12337] INFO – : Processing by InitController#index as HTML
I, [2018-10-19T10:52:39.856450 #12337] INFO – : Rendering init/index.html.erb within layouts/application
I, [2018-10-19T10:52:39.856586 #12337] INFO – : Rendered init/index.html.erb within layouts/application (0.0ms)
I, [2018-10-19T10:52:39.858633 #12337] INFO – : Completed 200 OK in 4ms (Views: 1.1ms | ActiveRecord: 0.4ms)
I, [2018-10-19T10:52:40.304096 #12337] INFO – : Started POST “/api/v1/signshow” for 127.0.0.1 at 2018-10-19 10:52:40 +0200
I, [2018-10-19T10:52:40.310493 #12337] INFO – : Processing by SessionsController#show as JSON
I, [2018-10-19T10:52:40.310578 #12337] INFO – : Parameters: {“fingerprint”=>“2142564035”}
I, [2018-10-19T10:52:41.608492 #12337] INFO – : Completed 200 OK in 1298ms (Views: 167.3ms | ActiveRecord: 176.2ms)
I, [2018-10-19T10:52:41.671248 #12337] INFO – : Started GET “/api/v1/translations/lang/de-de?=1539939160133" for 127.0.0.1 at 2018-10-19 10:52:41 +0200
I, [2018-10-19T10:52:41.676405 #12337] INFO – : Processing by TranslationsController#lang as JSON
I, [2018-10-19T10:52:41.676479 #12337] INFO – : Parameters: {"
”=>“1539939160133”, “locale”=>“de-de”}
I, [2018-10-19T10:52:41.725544 #12337] INFO – : Completed 200 OK in 49ms (Views: 39.3ms | ActiveRecord: 1.5ms)
I, [2018-10-19T10:52:41.960321 #12337] INFO – : Started GET “/api/v1/users/image/dc81444e2167f3420e7a11f243b15b37” for 127.0.0.1 at 2018-10-19 10:52:41 +0200
I, [2018-10-19T10:52:41.965977 #12337] INFO – : Processing by UsersController#image as /
I, [2018-10-19T10:52:41.966047 #12337] INFO – : Parameters: {“hash”=>“dc81444e2167f3420e7a11f243b15b37”}
I, [2018-10-19T10:52:41.969417 #12337] INFO – : Started GET “/api/v1/tickets/6399?all=true&=1539939160134" for 127.0.0.1 at 2018-10-19 10:52:41 +0200
I, [2018-10-19T10:52:41.976872 #12337] INFO – : Processing by TicketsController#show as JSON
I, [2018-10-19T10:52:41.976951 #12337] INFO – : Parameters: {“all”=>“true”, "
”=>“1539939160134”, “id”=>“6399”}
I, [2018-10-19T10:52:41.981327 #12337] INFO – : Rendering text template
I, [2018-10-19T10:52:41.982718 #12337] INFO – : Rendered text template (0.0ms)
I, [2018-10-19T10:52:41.982864 #12337] INFO – : Sent data avatar (1.8ms)
I, [2018-10-19T10:52:41.986480 #12337] INFO – : Completed 200 OK in 20ms (Views: 1.7ms | ActiveRecord: 10.7ms)
I, [2018-10-19T10:52:42.138915 #12337] INFO – : Started GET “/api/v1/cti/log?=1539939160135" for 127.0.0.1 at 2018-10-19 10:52:42 +0200
I, [2018-10-19T10:52:42.144697 #12337] INFO – : Processing by CtiController#index as JSON
I, [2018-10-19T10:52:42.146589 #12337] INFO – : Parameters: {"
”=>“1539939160135”}
I, [2018-10-19T10:52:42.159822 #12337] INFO – : Completed 200 OK in 13ms (Views: 0.3ms | ActiveRecord: 5.1ms)
I, [2018-10-19T10:52:42.205338 #12337] INFO – : Completed 200 OK in 228ms (Views: 11.8ms | ActiveRecord: 43.2ms)
I, [2018-10-19T10:52:42.215893 #12337] INFO – : Started POST “/api/v1/recent_view” for 127.0.0.1 at 2018-10-19 10:52:42 +0200
I, [2018-10-19T10:52:42.220670 #12337] INFO – : Processing by RecentViewController#create as JSON
I, [2018-10-19T10:52:42.220745 #12337] INFO – : Parameters: {“object”=>“Ticket”, “o_id”=>“6399”}
I, [2018-10-19T10:52:42.237944 #12337] INFO – : Completed 200 OK in 17ms (Views: 0.2ms | ActiveRecord: 4.7ms)
I, [2018-10-19T10:52:42.271992 #12337] INFO – : Started GET “/api/v1/text_modules/?full=true&=1539939160136" for 127.0.0.1 at 2018-10-19 10:52:42 +0200
I, [2018-10-19T10:52:42.276130 #12337] INFO – : Processing by TextModulesController#index as JSON
I, [2018-10-19T10:52:42.276202 #12337] INFO – : Parameters: {“full”=>“true”, "
”=>“1539939160136”}
I, [2018-10-19T10:52:42.403043 #12337] INFO – : Completed 200 OK in 127ms (Views: 105.9ms | ActiveRecord: 2.9ms)

This worked all perfectly until yesterday. It seems some display java related issue. But im not sure.
I did cleared the cache of browser and zammad. I also did indexrebuild for elastic.

In the browser, i only see the GET Request for the Ticketdetails(like https://example.com/api/v1/ticket_customer?customer_id=2807&_=1539941305605) after hitting F5.

What i found out. It looks like some JavaScript Bug:
this.articleNew is undefined is the JavaScript Error.

1 Like

Hi @janosch23 - we need to know how we can reproduce the error to help you here. Do you have any clue? Another option would be that we help in the scope of our commercial services via a support contract (https://www.zammad.com/pricing#selfhosted).

Hi Thorsten.
All we know is, that some change on thursday 18.10.18 lead to this error.
I already created a vm from before and tried to import a backup from today,
but i import the error with that. So my conclusion is, that its something in the database.
Iam already in contact with Johannes frome the salesdepartment. :smiley:

1 Like

I just had the pleasure to debug this problem with Martin.
It was a problem with an extended text snipped.
We used #{ticket.created_at.date} and the .date portion made this strange behaviour.

All good now and great zammad support.

Regards Jan

1 Like

Thanks @janosch23!

In addition, as reference the official issue (https://github.com/zammad/zammad/issues/2324) which is already solved for Zammad 2.7 now.

Greetings,

-Martin

1 Like

Ah thanks Martin. Great.

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