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raskall
OTRS newbie
Posts: 9
Joined: 19 Apr 2018, 13:43
OTRS Version?: 3.1.21
Real Name: Rolf-Arne Schulze
Company: NiSec

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Post by raskall » 10 Jul 2018, 10:18

Hi

Our current OTRS is on version 3.1.12 running on Fedora 9. I have found out that it is impossible to upgrade Fedora to newer than version 15 (or was it 16?). So I have setup a Centos 7 machine in a lab environment and successfully installed version 3.1.12, imported the database and step by step upgraded to version 6.0.6 of OTRS.

Most things works, but there's one thing I cannot figure out. Replying to an email seems to be disabled. In the screenshot below "Svar" is norwegian for Reply.
Skjermbilde.PNG
I have googled, searched this forum and browsed through what feels like every setting but I cannot find out why. I hope someone here can point me in the right direction. :) All other email functions seems to be working.
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raskall
OTRS newbie
Posts: 9
Joined: 19 Apr 2018, 13:43
OTRS Version?: 3.1.21
Real Name: Rolf-Arne Schulze
Company: NiSec

Re: Reply grayed out

Post by raskall » 10 Jul 2018, 15:19

Figured it out myself.

It seems like the template-functionality has changed dramatically since version 3. This made the templates from version 3 disappear. I had to make a new template and hook those up to the queues in Templates <-> queues. Then it worked just like the old version.

jojo
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Post by jojo » 10 Jul 2018, 19:57

no need to create new ones as the migration scripts will take care of that
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

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raskall
OTRS newbie
Posts: 9
Joined: 19 Apr 2018, 13:43
OTRS Version?: 3.1.21
Real Name: Rolf-Arne Schulze
Company: NiSec

Re: Reply grayed out

Post by raskall » 10 Jul 2018, 20:13

It did not in my case. No reply-pulldown until I created templates. I think something went wrong during the update steps from 3.1.21 to 6.0.8.

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