bugs in either otrs 2.4.9 or CiCS

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JanD
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Posts: 49
Joined: 04 Jun 2009, 10:02
OTRS Version?: 3.X (several)

bugs in either otrs 2.4.9 or CiCS

Postby JanD » 17 Jan 2011, 17:29

Hi,

we switched from pure otrs 2.3.4 to 2.4.9+CiCS 3.3.7 2 weeks before after some time of "testing" (I've seen 3 users on the testsystem). Now the reports about missing features and bugs are coming in. Here is one I can reproduce:

Having a queue with some locked tickets but _NO_ unlocked ones, a user with permissions to only that queue is not able to view the locked tickets, even by clicking on "view locked/unlocked tickets".

Is it a bug or a feature? ;-)
bei uns im Einsatz: OTRS: 2.3.4, OTRS: 2.4.9 (CiCS), OTRS: 3.0.17, OTRS: 3.1.11
OS: SLES 11.2
Apache 2/MySQL 5/Perl (5.10)

JanD
OTRS newbie
Posts: 49
Joined: 04 Jun 2009, 10:02
OTRS Version?: 3.X (several)

Re: bugs in either otrs 2.4.9 or CiCS

Postby JanD » 01 Feb 2011, 17:52

Hi,

I set up a test-installation of a pure otrs 2.4.9 parallel to the productive one, with access to the same database. Looks like the above described bug is a bug in CiCS. Try this to reproduce:

* generate two tickets in a queue
* lock one of the tickets

--> you can see both tickets in AgentTicketQueue if you switch "show locked/unlocked tickets" on, and only the unlocked, if you choose to show only that. That's what it needs to be.
* now lock the second ticket
--> you will see NO ticket, wether you select to show all locked or not.

I will dig into the code to see how to solve that, but it would be nice if a dev could solve that one easily.
bei uns im Einsatz: OTRS: 2.3.4, OTRS: 2.4.9 (CiCS), OTRS: 3.0.17, OTRS: 3.1.11
OS: SLES 11.2
Apache 2/MySQL 5/Perl (5.10)

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Daniel Obee
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Joined: 19 Jun 2007, 17:11
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Real Name: Daniel Obée
Location: Berlin

Re: bugs in either otrs 2.4.9 or CiCS

Postby Daniel Obee » 01 Feb 2011, 20:07

The "View All" option was removed in 2.4.x - unfortunately. See http://bugs.otrs.org/show_bug.cgi?id=5043

Greets
Dan

JanD
OTRS newbie
Posts: 49
Joined: 04 Jun 2009, 10:02
OTRS Version?: 3.X (several)

Re: bugs in either otrs 2.4.9 or CiCS

Postby JanD » 02 Feb 2011, 10:22

yes, but CiCS seems to rebuild it - only with the above mentioned bug :-(
bei uns im Einsatz: OTRS: 2.3.4, OTRS: 2.4.9 (CiCS), OTRS: 3.0.17, OTRS: 3.1.11
OS: SLES 11.2
Apache 2/MySQL 5/Perl (5.10)

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tto
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Joined: 09 Jan 2007, 15:24
OTRS Version?: OTRS 5.0.x
Real Name: Torsten
Company: c.a.p.e. IT GmbH
Location: Chemnitz
Contact:

Re: bugs in either otrs 2.4.9 or CiCS

Postby tto » 28 Feb 2011, 12:23

Hi,
as a workaround try to enable (set "yes" and explicitly store) the personal option "View all tickets" - with that it should work. Then you should see all tickets regardless, whether they are locked or not. Sorry, we haven'T had the time to search and fix this bug yet.

CU, tto
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