We have some tickets that you cannot do a 'Reply to customer' on.
We select an article that is 'customer-email-external'.
The 'Reply' pull-down is there BUT there's nothing under the word 'Reply'.
What my testing has shown me is this is happening because the problem tickets are in a 4th level Queue:
IS::Application Support::Business Applications::Oz Reporting
If I move one of the tickets to any other higher level queue, 'Reply' works normally; 'Reply to customer' is there.
I haven't found any documentation on this so I'm guessing a bug?
M
OTRS 3.3.8
[Operator Error] 3.3.8 possible bug?
Moderator: crythias
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- Znuny expert
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- Location: Denver, CO
[Operator Error] 3.3.8 possible bug?
Last edited by kruegerM on 02 Jan 2015, 16:16, edited 2 times in total.
Re: 3.3.8 - possible bug?
3.3.8 is outdated. Try at least with 3.3.11 or switch to OTRS4 (Patchlevel 3)
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- Znuny expert
- Posts: 213
- Joined: 02 Dec 2010, 16:53
- Znuny Version: 6.0.29
- Real Name: Marc
- Company: National Jewish Health
- Location: Denver, CO
Re: 3.3.11 - possible bug?
I've migrated our system to 3.3.11 - the problem still exists.
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- Znuny wizard
- Posts: 392
- Joined: 30 Dec 2010, 14:35
- Znuny Version: 6.0.x and 5.0.x
- Real Name: Giulio Soleni
- Company: IKS srl
Re: 3.3.8 (and 3.3.11) - possible bug?
hi,
maybe the question is obvious but ... did you connect any reply template to your IS::Application Support::Business Applications::Oz Reporting queue?
maybe the question is obvious but ... did you connect any reply template to your IS::Application Support::Business Applications::Oz Reporting queue?
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.
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- Znuny expert
- Posts: 213
- Joined: 02 Dec 2010, 16:53
- Znuny Version: 6.0.29
- Real Name: Marc
- Company: National Jewish Health
- Location: Denver, CO
Re: 3.3.8 (and 3.3.11) - possible bug?
No, but I had been asked to migrate to a release (3.3.11 or 4.0) which I didn't get done until today - so there hasn't been much chance for a reply.
Are you seeing the same issue?
M
Are you seeing the same issue?
M
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- Znuny wizard
- Posts: 392
- Joined: 30 Dec 2010, 14:35
- Znuny Version: 6.0.x and 5.0.x
- Real Name: Giulio Soleni
- Company: IKS srl
Re: 3.3.8 (and 3.3.11) - possible bug?
Well, it's a fact that you have to link at least an "answer" template to a queue if you want to allow agents to reply to an article.
Formerly they were called "Responses".
Without any link, the reply menu is left empty... it's not a bug.
It's explained in the admin manual here; also look for "Templates <-> Queues" in the manual.
Formerly they were called "Responses".
Without any link, the reply menu is left empty... it's not a bug.
It's explained in the admin manual here; also look for "Templates <-> Queues" in the manual.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.
-
- Znuny expert
- Posts: 213
- Joined: 02 Dec 2010, 16:53
- Znuny Version: 6.0.29
- Real Name: Marc
- Company: National Jewish Health
- Location: Denver, CO
Re: [Operator Error] 3.3.8 possible bug?
just paint me stupid
thank you
last time i accept work from an "assistant" without checking that every step has been followed.
Thanks again.
thank you
last time i accept work from an "assistant" without checking that every step has been followed.
Thanks again.
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- Znuny wizard
- Posts: 392
- Joined: 30 Dec 2010, 14:35
- Znuny Version: 6.0.x and 5.0.x
- Real Name: Giulio Soleni
- Company: IKS srl
Re: [Operator Error] 3.3.8 possible bug?
You're welcome and no quesion is stupid
Pleased to have been of help.
Pleased to have been of help.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.