Hi , I have an urgent issue.. When we click an open ticket to assign the responsible it goes directly to the add note window. When we click the close ticket button it goes to the add note window too. It was working fine for the past 6 months. Suddenly this issue happened. We haven't changed anything in the configuration. Probably it's not reading some kind of configuration or there is a mismatch somewhere.. This is really urgent.. Thanks a lot... Happy new year to all of you. Regards, Sarper
Sarper SARIDAL wrote : [...]
When we click an open ticket to assign the responsible it goes directly to the add note window. When we click the close ticket button it goes to the add note window too. [...]
Hello Sarper, I'm at a loss, so just a few ideas : - check the URLs, are the linked URLs in the GUI and the opened URLs correct ? (Action = AgentTicketResponsible, AgentTicketNote, AgentTicketClose) - check the result with different browsers (IE, Mozilla) - check the http server (any changes, perhaps automatic updates ? does a restart make a difference ?) Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
Ok the issue was about a custom package file..
it was removed actually but i guess some traces were left behind somewhere..
when you open a configuration for example ticket:core and update the
settings even without changing
any configuration MY otrs just was triggering something behind and
corrupting some files or configurations.
I'm not a otrs developer and since had no time and knowledge to go back and
debug the application i chose , return to a point of restore before the
date i installed the custom package.. (of course discarding the mysql
folder)
But after a few experiences while restoring i must say that except the mysql
folder remove all folders before any restore operation.
It was a strange issue.. i was just about the go mad.
For everyone to laugh a little bit during the chaos period i just opened
responsible , owner and state fields in the note window :)
Thanks for your replies,
Regards,
Sarper
On Wed, Dec 30, 2009 at 10:30 AM, Alexander Halle
Sarper SARIDAL wrote : [...]
When we click an open ticket to assign the responsible it goes
directly to the add note window. When we click the close ticket button it goes to the add note window too.
[...]
Hello Sarper,
I'm at a loss, so just a few ideas :
- check the URLs, are the linked URLs in the GUI and the opened URLs correct ? (Action = AgentTicketResponsible, AgentTicketNote, AgentTicketClose)
- check the result with different browsers (IE, Mozilla)
- check the http server (any changes, perhaps automatic updates ? does a restart make a difference ?)
Regards
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
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participants (2)
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Alexander Halle -
Sarper SARIDAL