Ticket::Watcher throws an error

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rvwmgk
OTRS expert
Posts: 52
Joined: 10 Mar 2015, 17:40
OTRS Version?: OTRS 4 Free

Ticket::Watcher throws an error

Postby rvwmgk » 06 Dec 2017, 11:29

Hi,

1. TicketWatcher is enabled in SysConfig:

Edit Config Settings in Ticket -> Core::TicketWatcher
Ticket::Watcher Yes

2. I have created 3 groups:

Ticket::WatcherGroup
admin
users
support

3. I'm testing with an agent who has rw rights on that group "support":

Change Group Relations for Agent ***** ******* (********)
GROUP RO MOVE_INTO CREATE NOTE OWNER PRIORITY RW
admin
support
users

4. when I login as this agent and then go to the ticket watcher URL it gives me an error:

www.site.com/otrs/index.pl?Action=AgentTicketWatchView
www.site.com/otrs/index.pl?Action=Agent ... Filter=New

This is the error we're getting:

Oops! An Error occurred.
Error Message: Feature not enabled!
.
You can Send a bugreport or go back to the previous page.
Error Details
Backend ERROR: OTRS-CGI-50 Perl: 5.16.3 OS: linux Time: Wed Dec 6 10:28:04 2017 Message: Feature not enabled! RemoteAddress: 192.168.2.52 RequestURI: /otrs/index.pl?Action=AgentTicketWatchView Traceback (8989): Module: Kernel::Modules::AgentTicketWatchView::Run Line: 197 Module: Kernel::System::Web::InterfaceAgent::Run Line: 986 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32

Any ideas?

rvwmgk
OTRS expert
Posts: 52
Joined: 10 Mar 2015, 17:40
OTRS Version?: OTRS 4 Free

Re: Ticket::Watcher throws an error

Postby rvwmgk » 07 Dec 2017, 10:43

I may have found a bug in the Agents <-> Groups relations.

When I set this to RO and try to login it throws an error.

It only works if I set this to RW.

I logged out after changing a setting and logged in again to test the new setting.

The bug is here:

If the Agents <-> Groups relations are on RW, I change them to RO only and I do not log out, it works fine.

I mean: I change the setting from RW to RO, refresh the ticket page and the dropdown to reply disappears. When I log out and try to go to the watched tickets I get the above error.


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