merged tickets still shown in AgentTicketQueue-view
Hi, in a (heavily customized) installation we have the problem that merged tickets stay in AgentTicketQueue-view (with the "merged"-notice inside only). Do we need a special state for merged tickets to not show these? Or can I tweak this behaviour in preferences? OTRS 2.3.4 Greetings Jan Dreyer
Jan.Dreyer@bertelsmann.de wrote :
in a (heavily customized) installation we have the problem that merged tickets stay in AgentTicketQueue-view (with the "merged"-notice inside only). Do we need a special state for merged tickets to not show these? Or can I tweak this behaviour in preferences?
OTRS 2.3.4
Hi Jan, I was able to reproduce this under OTRS 2.4.x by adding the value "merged" to SysConfig parameter ViewableStateType. Please check your config accordingly, I hope this helps. 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.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
Hi Alexander, thanks for your prompt reply. I just verified: Neither ViewableStateType nor the StateType for "merged" itself is set wrongly. So though this points in a new direction for me, it does not solve the problem :-( Gruß Jan Dreyer
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Halle Gesendet: Montag, 21. Juni 2010 10:21 An: User questions and discussions about OTRS. Betreff: Re: [otrs] merged tickets still shown in AgentTicketQueue-view
Jan.Dreyer@bertelsmann.de wrote :
in a (heavily customized) installation we have the problem that merged tickets stay in AgentTicketQueue-view (with the "merged"-notice inside only). Do we need a special state for merged tickets to not show these? Or can I tweak this behaviour in preferences?
OTRS 2.3.4
Hi Jan,
I was able to reproduce this under OTRS 2.4.x by adding the value "merged" to SysConfig parameter ViewableStateType. Please check your config accordingly, I hope this helps.
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.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
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Jan.Dreyer@bertelsmann.de wrote :
I just verified: Neither ViewableStateType nor the StateType for "merged" itself is set wrongly. So though this points in a new direction for me, it does not solve the problem :-(
Hi Jan, I'm sorry, this was my only idea :( But please post if for the customizations the perl code files were also modified or if only SysConfig and templates were changed. This might help others to help you. 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.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
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Alexander Halle -
Jan.Dreyer＠bertelsmann.de