History stuck on "Loading..." after upgrade

RT Users
1

Hi all -

We recently upgraded our RT instance from 4.4.4 to 5.0.7. This is now running on a VM with more resources than the older system. I am still working through some of the teething issues with this new install but one of the odder issues is the following.

Sometimes, when I access a ticket, it will load all the metadata at the top and then get stuck on “Loading…” for the “History” part of the ticket. Reloading the page has no effect. If I close the browser and reopen RT or if I search for the ticket number, I usually can get it to load fine. During these times, there is virtually no load on the server and none of the processes are using much CPU. For context, we’re using RHEL 9.5 with MariaDB 11.6.2, Apache HTTPD, and FCGI.

Any suggestions as to what might be going on? Thanks for any ideas!

1 Like
2

Have you tried opening your web browser’s developers console and seeing if there’s any errors generated in there? That might give a clue possibly.

3

That’s a good suggestion. Sorry, I’m not a developer, so this didn’t immediately spring to mind. We also switched from internal authentication to CAS authentication using mod_auth_cas in Apache. The Javascript errors I see are

Access to XMLHttpRequest at ‘https://OUR_CAS_SERVER/login?service=https%3a%2f%2fRT_SERVER%2fHelpers%2fTicketHistory%3fid%3d126464’ (redirected from ‘https://RT_SERVER/Helpers/TicketHistory?id=126464’) from origin ‘https:/RT_SERVER’ has been blocked by CORS policy: Response to preflight request doesn’t pass access control check: No ‘Access-Control-Allow-Origin’ header is present on the requested resource.

So, it appears to be related to maybe an authentication timeout? Unfortunately, our department does not control the CAS server which is university-wide, and my knowledge of its interna is close to nil.

Has anyone seen anything like this? Is it trying to re-authenticate and failing?

4

I don’t think its a timeout as much as a Cross Origin Resource Sharing (CORS) problem. For information on CORS see this: Cross-Origin Resource Sharing (CORS) - HTTP | MDN

I think the problem is that your RT server is redirecting the requests to your CAS server, but the CAS server isn’t handling CORS responses, so the web browser is saying “nope” to the async pull of the ticket history from the RT server. I don’t have any experience of CAS, but I think you might need to be talking to your local CAS administrators about this.

This might help in your discussions with them: