"undefined" sub-menu after upgrade (3.50.05->3.50.06)

Moooon · **"undefined" sub-menu after upgrade (3.50.05->3.50.06) -** 27-03-2009, 12:46 PM

I've just upgraded our helpdesk from 3.50.05 to 3.50.06 using the manual upload procedure as outlined in the forum post and ran the necessary query, too. Everything is smooth, the correct version number is howing up, and LiveResponse matches, as well. However, in the Staff CP, when I click on the LiveResponse tab, the menu below changes to "undefined" now. It happens both in the browser as well as when I use the LiveResponse program. Any ideas?

craigbrass · 27-03-2009, 01:04 PM

Tried clearing your browser cache and also the server cache (Admin CP -> Diagnostics -> Rebuild Cache)?

Moooon · 27-03-2009, 01:58 PM

Rebuilding the server cache did the trick, thanks a lot!

craigbrass · 27-03-2009, 02:08 PM

Your welcome. Wish the upgrade tool would do this automatically!!

GoneShootin · 28-04-2009, 09:47 AM

Quote:

Originally Posted by craigbrass

Your welcome. Wish the upgrade tool would do this automatically!!

I've setup a cron job to clear the cache and it only makes a temporary difference. For example I have the cron job set to run at 2am. Then when the first set of staff come in the cache is updated.

Later, when another staff member comes in to manage the KB articles for example they get an undefined. I then have to clear the cache for the user to access the system.

So something is definately not working properly, and it never really did since 3.40.

eger · 01-10-2009, 12:15 AM

I have the same issue upgrading an older install (3.20 maybe?) to 3.60.04. The sub-menu for creating tickets is 'undefined' and it also has a Javascript syntax error displayed on LiveResponse.

I guess I will open a ticket for it...

supportskins · 01-10-2009, 04:00 PM

Didyou try Craig's suggestion:

Quote:

Tried clearing your browser cache and also the server cache (Admin CP -> Diagnostics -> Rebuild Cache)?

Luke Pinion · 18-11-2009, 02:46 PM

My Users submenu was showing up as "undefined" also. We didn't perform an upgrade or anything, it just came up that way when I logged in this morning.

I tried rebuilding the cache, though, and that seemed to work. Thanks!

eger · 18-11-2009, 03:13 PM

I eventually had to go to support for this. They did a WebEx session with me that was nearly an hour of SQL commands and testing. But we finally got it all solved. Seems like there were some SQL stuff that didn't get updated properly through my certain upgrade path.

Luke Pinion · 24-11-2009, 09:55 PM

Quote:

Originally Posted by eger

I eventually had to go to support for this. They did a WebEx session with me that was nearly an hour of SQL commands and testing. But we finally got it all solved. Seems like there were some SQL stuff that didn't get updated properly through my certain upgrade path.

That's not comforting. I had said that rebuilding the cached worked, but it seems to have been only temporary solution.

In fact, it seems that even when I rebuild the cache anymore it doesn't fix the problem.

**Jamie Edwards** · 24-11-2009, 10:04 PM

eger,

What was your ticket ID?

Luke Pinion · 24-11-2009, 10:10 PM

Also, I thought I would mention that this is our first version of SupportSuite. We haven't upgraded or anything, seeing as we only set it up a few months ago. I believe we have the latest version.

eger · 24-11-2009, 10:11 PM

If you didn't upgrade from anything then it might not be related.

My ticket for this issue was: WNU-972578. The majority of the help was done over WebEx and LiveChat

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craigbrass Offline Senior Member Posts: 7,531 Join Date: Jun 2005 Location: Cumbria, UK	27-03-2009, 01:04 PM Tried clearing your browser cache and also the server cache (Admin CP -> Diagnostics -> Rebuild Cache)? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Click here for Kayako Software Development My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako

Moooon Offline New Member Posts: 15 Join Date: Feb 2009	27-03-2009, 01:58 PM Rebuilding the server cache did the trick, thanks a lot!

craigbrass Offline Senior Member Posts: 7,531 Join Date: Jun 2005 Location: Cumbria, UK	27-03-2009, 02:08 PM Your welcome. Wish the upgrade tool would do this automatically!! Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Click here for Kayako Software Development My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako

eger Offline Member Posts: 122 Join Date: Jul 2004	01-10-2009, 12:15 AM I have the same issue upgrading an older install (3.20 maybe?) to 3.60.04. The sub-menu for creating tickets is 'undefined' and it also has a Javascript syntax error displayed on LiveResponse. I guess I will open a ticket for it...

Luke Pinion Offline New Member Posts: 16 Join Date: Nov 2009 Location: Tulsa, OK	18-11-2009, 02:46 PM My Users submenu was showing up as "undefined" also. We didn't perform an upgrade or anything, it just came up that way when I logged in this morning. I tried rebuilding the cache, though, and that seemed to work. Thanks!

eger Offline Member Posts: 122 Join Date: Jul 2004	18-11-2009, 03:13 PM I eventually had to go to support for this. They did a WebEx session with me that was nearly an hour of SQL commands and testing. But we finally got it all solved. Seems like there were some SQL stuff that didn't get updated properly through my certain upgrade path.

Jamie Edwards Offline Operations Manager Posts: 7,357 Join Date: Jan 2006 Location: England, UK	24-11-2009, 10:04 PM eger, What was your ticket ID? Jamie Edwards (jamie.edwards ]at[ kayako.com) ------------------------------------------------------------------- Connect with Kayako on: Twitter, Facebook and LinkedIn Receive technical support via the members area The ultimate V4 FAQ thread.

Luke Pinion Offline New Member Posts: 16 Join Date: Nov 2009 Location: Tulsa, OK	24-11-2009, 10:10 PM Also, I thought I would mention that this is our first version of SupportSuite. We haven't upgraded or anything, seeing as we only set it up a few months ago. I believe we have the latest version.

eger Offline Member Posts: 122 Join Date: Jul 2004	24-11-2009, 10:11 PM If you didn't upgrade from anything then it might not be related. My ticket for this issue was: WNU-972578. The majority of the help was done over WebEx and LiveChat