Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Hi,

We have done an upgrade of SuperOffice Customer Service from 8.0.5828 to 8.0.6144. There are no changes in the environment. Nothing have been moved, and they have a standard CS solution with no custom made screens and/or scripts.

After the upgrade(.exe), I started the CS IIS site, went to browse a ticket - but was not able to see any messages.

Have checked registry on the web server, checked that everything is correct in the registry/config table - and also verified that there are messages on this particular ticket. This is the case for all their tickets after the upgrade.

I was wondering if someone else have encountered the same issue or knows where to look for errors?

Thanks.

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Hi,

I would have guessed (seeing there is no customization) that upgrading the system screens has failed.

Under "Settings" - "Screens/Skjermbilder" - "System screens" is there a subfolder called "8.0" or something?

Av: Hans Wilhelmsen 15. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

The customer does not have "Expander Tools" license, so this is not available(?).

Av: Morten Holen Bråthen 15. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Figures, seeing they don't have any customization.

Odd. Does this happen in all browsers, all tickets?

Additionally, have you tried running upgrade.exe again? Everything looks fine? Especially when it comes to system screens at the end. If possible could you dump output from upgrade.exe?

Av: Hans Wilhelmsen 16. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Hi Hans and thanks for replies,

It occurs on all ticket and in Chrome, IE, Edge and Firefox.

I've tried running upgrade.exe multiple times, but no luck. I have also rolled back to the 8.0.5828 backup and done the upgrade process again - but still the same issue. Here is the screenshot for the upgrade.exe run. Seems pretty straight forward to me?

Av: Morten Holen Bråthen 16. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Looks fine, yeah.

F12->Console, does it give you any javascript errors or something that could cause elements to not be displayed?

Right click -> View source, is the blank area actually "blank"?

Av: Hans Wilhelmsen 16. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Hi,

What happens if you create a selection on messages?

Does it show messages and the relation to the requests?

 

/ Niels

Av: Niels van Broekhoven 16. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

What Niels said. (Alternatively select * from crm7.ej_message where ticket_id = 2517 if you have access to the database).

Are there any messages connected to this ticket?

 

Finally could you try adding &ticketId=2517&entryId=2517 to the url to see if it loads any messages?

Av: Hans Wilhelmsen 16. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Outdated javascript files. Combined.js to be exact. Trying to use the function "HtmlContactRecipients_init()" but it's not defined in the outdated javascript file.

Reinstall preferably.

Av: Hans Wilhelmsen 16. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Tried to replace the javascript files, but there was still issues (e.g creating new ticket gave the same blank screen)

Doing a complete new installation now. Hopefully fix it.

Av: Morten Holen Bråthen 16. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Could be caching issues. Did you check sources to see if the problem remained the same? And did you check to see if the function actually existed in the loaded combined.js?

Av: Hans Wilhelmsen 16. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Hi Hans,

Most likely caching issue. The source said the same error message (HtmlContactRecipients2), although it's defined in the combined.js file.

It works when I browse from a different computer/browser, but when I delete my cache in my prefered browser - it still don't work.

Weird.

Av: Morten Holen Bråthen 17. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Would it help to flush caches in rms.fcgi?action=debug ?

Av: Simen Mostuen Iversen 17. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Hi Simen,

This did not help.

I actually had to clean my entire browsercache for it to work...

Av: Morten Holen Bråthen 20. mar 2017

RE: Tickets not showing messages after 8.0 -> 8.0 SR4 upgrade

Glad it works now though :)

Av: Hans Wilhelmsen 20. mar 2017