[SOLVED] Reply ticket drop-down not work

[Rick]

Hello,

I'm French so sorry for my bad english.
When a new ticket is created, i open it for answer. When i click on the drop down 'Reply', i have the choice between my responses. But when i choose one of them, when i click on it, nothing happen.
I have already associate answer to my queue, and i can see the responses.

Thanks you for help.

[Giulio Soleni]

Hi,
did you check the popup permissions of your browser?
Sometimes it happens popups are blocked by default from the browser and you need to allow the the webpages to be shown.

[Rick]

Thanks you.

yes I checked and disabled but it is always the same.
I use Firefox and I have also tried with Chrome.
Perhaps a manipulation on the otrs interface for enabling this ?

[Giulio Soleni]

does this problem occur only for ticket replies or for any "button" you clic?
for example, if you clic on "History" or "Close" buttons, can you perform that actions?
Also, did you find any strange error on the logs?

Please, it's important you provide the OTRS version you are testing...

[Rick]

This problem occur just for the two drop down (reply and move), i have not problem with other buttons.
My OTRS version : 4.0.7.
Apart from that, I also have the link 'Undo and close window' which not work.

Thanks

[Giulio Soleni]

I am sorry but without any other evidence on logs or other alerts it's hard to understand what can cause this issue...
It could be a problem of accessing some tt files, in that case I may suggest to reset the permissions of the code files of OTRS from the ssh shell, connect as root and issue the following:

if you are using CentOS or Red Hat distribution try:

Code: Select all

bin/otrs.SetPermissions.pl --otrs-user=otrs --web-group=apache /opt/otrs

if you are running SuSE (or OpenSuSE) try:

Code: Select all

bin/otrs.SetPermissions.pl --otrs-user=otrs --web-group=www /opt/otrs

if you are using Debian or Ubuntu try:

Code: Select all

bin/otrs.SetPermissions.pl --otrs-user=otrs --web-group=www-data /opt/otrs

[Rick]

I reset the permissions but the problem persist. When i clic on one of the answer in the drop box (or in in queue for move), nothing happen : no alert or message in log file. I repeat, all others buttons work perfectly.
I think the problem is the Web browser (Firefox and Chrome), because when i try with the default web browser of ubuntu, i have an alert that say to disable popup blocker. But i can't with this browser because there is no Preference menu.
I disable blockers in Firefox and Chrome but I still have the problem.

[Giulio Soleni]

Please, just try to run Firefox in Safe mode... maybe you have an add-on installed that can interfere with the pop-up behavior.
To do so just clic on your "Shift" button on the keyboard and then clic on the firefox icon... select Safe Mode and then browse to your OTRS page.

[Rick]

Giulio Soleni , thanks you so much !!! It's work with the safe mode of Firefox.
How can i resolve this problem, without running save mode ?

[Giulio Soleni]

Nice to hear
In that case you have to check what is the plugin or add-on in firefox that affect the normal pop-up behavior...
I suggest you to disable them one by one, until you get the "guilty" one.

The same - i think - should be done for Chrome.

[Rick]

Thanks you again ! It's work perfectly !

[Rick]

For people who have already the probleme : check your javascript console : IT'S VERY IMPORTANT
If you have errros, the problem come from here.