Re: [otrs] Customer field won't populate in new tickets

Hi Gerald, It's not that nothing is displayed as you are typing, the customers list appears and is filtered as for all agents as you are typing in the box, so the customer DB is being queried and showing the same data for all agents. But if a non-working agent selects any customer from the list displayed then the data is not left in the field, the field becomes blank. Selecting the same customer for a working agent the data is left in the field correctly. Mark.

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On 06/09/2012 at 12:23, Gerald Young wrote: They won't populate if the customer is invalid.

On Thu, Sep 6, 2012 at 3:50 AM, Mark Dissington < Mark.Dissington@netmania-it.com> wrote:

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Hi Robert,

Yes, I thought that was a possibility as well, but all the users are using the Standard theme.

Mark.

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On 05/09/2012 at 18:23, Robert Poreba wrote: Mark

Are all users using the same Theme?

On 5 Sep 2012, at 12:58, "Mark Dissington" < Mark.Dissington@netmania-it.com> wrote:

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Something very strange going on here with otrs 3.1.7 (now upgraded to 3.1.10) to try to resolve the issue.

For both New Phone Tickets and New Email Tickets the customer field won't populate with the data from the Javascript customer search for SOME users. For example my accoutn works fine - create a new phone ticket, start typing in the "from customer" field click on the correct customer, field populates with the data and is greyed out, another "from customer" field appears for adding the next one if required.

For our agents with the problem - they start typing in the "from customer" field and the customer data is displayed as normal, but clicking on the customer or tabing to the next field then empties the field rather than displaying the selected customer.

This only affects, _some_ agents, it isn't PC specific as logging in with a working account on that PC then works, and using one of the faulty accounts on a working PC fails. Have checked all Roles/Groups and everything seems the same between working and non-working agents. No changes are made to ACLs anywhere, any config changes only made through the Sysconfig GUI.

These accounts _were definitely_ working. Has been an issue for ~2 months (since upgrade to 3.1.x from 3.0.x probably)

TIA, Mark.

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