Znuny and ((OTRS)) Community Edition

gsalin

I created an issue https://github.com/znuny/Znuny/issues/541. I think it's better there.
I'll keep you informed

gsalin

Hi, freshly upgraded to 6.5.6, this problem still occurred at least 2 times yesterday. Agent 1 write to Customer A : in the article overview the sender is set to Agent 1 and the communication log for this email is clean : no problem Customer A sends an email back to answer Agent 1 : we see in its em...

gsalin

I mark it as solved.....but the problem remains

gsalin

on test server, just upgraded from 6.4 to 6.5.4 (pbm with external packaged> removed) > upgraded to 6.5.6 no problem......don't konw what happened on prod...I close this thread..sorry for your time spent on that but still interested to allow standard users to access MarkAsImportant article action ;)...

gsalin

oups, only 3 were displayed, but when I wanted to deploy the changes, all actions were present!!!

thank you for your help!!

gsalin

hum, thank you for your answer...resetting the config set 3 actions :

znunyEmailActionsReset.png

It's far better

I guess some items are missing no?

gsalin

eh eh, as it was a minor update, I only backedup the database before updating on prod but did not try on my test instance before...but I can do that....

I updated from source

thank you for your message

gsalin

Hi, I was trying to manually add configs for new articleActions (after investigating on my issue https://community.znuny.org/viewtopic.php?f=62&p=178358). But I got a problem : I added a gif to describe it. znunyConfig.gif Note : I have to click on the image to view the animation I can add a key...

gsalin

Hi,
during investigation for my issue viewtopic.php?f=62&p=178358, I discovered a preconfigured article action : MarksAsImportant.
For the moment, it is only accessible to admin users.

How can I allow my users to access this article action?

Thank you

Gérald

gsalin

the file ./Kernel/Config/Files/XML/Ticket.xml contains all actions....what can be the reason I can't see them in the system config UI? Is there a more descriptive documentation than https://doc.znuny.org/znuny_lts/admin/systemconfiguration/index.html regarding how configs are managed in znuny (links...

gsalin

manually adding an action in Ticket::Frontend::Article::Actions###Email did the trick I guess : I added AgentTicketForward action for Email, which adds the corresponding entry in the menu : znunyEmailActionsForward.png Forward config $Self->{'Ticket::Frontend::Article::Actions'}->{'Email'} = { 'Agen...

gsalin

skullz wrote: ↑26 Feb 2024, 10:38 try private mode browser / disable browser addon if using..
as there is not much log here, i just can guess

I tried with private mode browser, I don't have browser addons...and the problem raised just afeter upgrading...for all my users
.
thank you for your help

gsalin

the corresponding logs which points to missing actions in confif (maybe I missed somethnig else..) vi Kernel/Output/HTML/Layout/Article/ArticleActions] (Kernel/Output/HTML/Layout/Article.pm.ArticleActions) [Mon Feb 26 09:24:26 2024][Error][Kernel::Output::HTML::Layout::Article::ArticleActions][150] ...

gsalin

I guess, I have some missing actions in config. Someone can tell me what are the entries found in Ticket::Frontend::Article::Actions###Email please? At the moment, I only have AgentTicketNoteToLinkedTicket item (and I had an entry for znunyMarkTicketSeeUnseen before I uninstall it) : it znunyEmailAc...

gsalin

thank you, I unistalled MarkTicketSeenUnseen addon, then bin/otrs.Console.pl Maint::Cache::Delete bin/otrs.Console.pl Maint::Config::Rebuild --cleanup bin/otrs.Console.pl Maint::Loader::CacheCleanup bin/otrs.Console.pl Maint::Loader::CacheGenerate systemctl restart httpd but I still did'nt have the ...

gsalin

looking at the source code of the url "MyURL/otrs/index.pl?Action=AgentTicketZoom;TicketID=10408",I get a unique action for the article in ItemActions div : <div class="ItemActions"> <ul class="Actions"> <li> <a href="/otrs/index.pl?Action=AgentTicketMarkSeenUnseen...

gsalin

didn't find error in znuny log nor in apache log...strange

maybe can I uninstall all packages? Don't know if it could help....

znuny_packages.png

gsalin

Thank you for your answer. Yes, I did execute it. The first time, there was an error due to a package not properly installed : I uninstalled it and rerun the script : no more error while executing this script....but no chnage in the UI I deleted the cache bin/otrs.Console.pl Maint::Cache::Delete bin...

gsalin

you have to upgrade from one major version to another : 6.0 > 6.1 > 6.2 > 6.3 > 6.4 > 6.5
the procedure in the doc includes a step were the database is upgraded

gsalin

Hi, I just upgraded from 6.5.4 to 6.5.6 and the banner containing the available actions on the article is not displayed as usual. We only have items like "Mark as unseen" or "Transfert notice" if applicable (in case of linked tickets)...no way to answer the ticket cf enclosed fil...

gsalin

hum, why opening a new post ?
the description will be the same. I can take another example, but the problem is strictly identical

gsalin

Hello,
we can still reproduce this behoviour with the last version of znuny
any idea?

Gérald

gsalin

yes RS4OTRS_NewCustomerFromTicket-6.0.1
we wrote at the same time

gsalin

looking at the code server side, the faulty code is from a package RS4OTRS_NewCustomerFromTicket-6.0.1
so no bug from znuny

I will check if there is a more recent version....

gsalin

usefull dev tools!! watched for control and xhr events. clicking on the minus icon (a#RemoveCustomerTicket_1.RemoveButton.CustomerTicketRemove) to remove an email address, an xhr call is done, with a status code 200. looking at its content, shows some nteresting lines : Insufficient Rights Message: ...

gsalin

better, inserted debugger and console.log

I find :
TargetNS.ApplicationError ErrorMessage Error during AJAX communication. Status: parsererror, Error: SyntaxError: JSON.parse: unexpected character at line 1 column 1 of the JSON data

I keep go on debug

gsalin

thanks for the reply
nothing appears in system log when I get this warning, nor in the otrs.log on the server

gsalin

in dev tools of the browser, there are no javascript error, nor network issues......

don't understand

gsalin

the message "The connection has been re-established after a temporary connection loss. Due to this, elements on this page could have stopped to work correctly. In order to be able to use all elements correctly again, it is strongly recommended to reload this page." appears when I type 2 le...

gsalin

Hi, I upgraded from OTRS 6.0.29 to znuny 6.5.1 (with znuny 6.1, 6.2, 6.3 and 6.4 upgrades in between). We encounter a strange behaviour (non blocking) which is reproducible. If we open a ticket, create an answer : if we delete an email address in the To or Cc field, we get the following message in a...

gsalin

Hi Roy, thank you for your help.... I will explain my need, and what I've done so far.. My first goal : allow an agent who answers a ticket to become watcher by default TO achieve this, I created a custom module, called via Generic AGent on article creation I created a dynamic field "Do not wat...

gsalin

Hi,
I'm running a custom module (i.e. Custom/GeTModules/AutoWatch.pm) through generic agent, called when a new article is created.

Is there a way to get the id of the agent who is connected and who added the article that called the generic agent?

Thank you for your help.

Gérald

gsalin

indeed, it seems it was first installed via source, not rpm

gsalin

Hi,
I think the error message is quite explicit : "Message: /etc/ssl/certs not writable!"

Gérald

gsalin

ok, thanks for your answer. we use this ticket system to manage our projects : the owner of a ticket is responsible of the communication with the user and is the only one who can answer (at least at the beginning of the project). After this first part, we auto unlock the tickets so that all agents w...

gsalin

Hi,
is there a way in znuny (6.4.5) to notify the user who sent an email whereas the owner of the corresponding ticket is on vacation?

Thank you for your help

Gérald

Znuny and ((OTRS)) Community Edition

Search found 36 matches

Re: From field <> real sender

Re: From field <> real sender

Re: how to add a key/value to config with sysconfig UI?

[]Re: problem after upgrading from 6.5.4 to 6.5.6

Re: how to add a key/value to config with sysconfig UI?

Re: how to add a key/value to config with sysconfig UI?

Re: problem after upgrading from 6.5.4 to 6.5.6

[solved]how to add a key/value to config with sysconfig UI?

add article action, how to?

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: problem after upgrading from 6.5.4 to 6.5.6

Re: migrate database from otrs 6.0.29 to znuny 6.5.6

[solved]problem after upgrading from 6.5.4 to 6.5.6

Re: From field <> real sender

Re: From field <> real sender

[SOLVED]Re: possible network issue warning

Re: possible network issue warning

Re: possible network issue warning

Re: possible network issue warning

Re: possible network issue warning

Re: possible network issue warning

Re: possible network issue warning

possible network issue warning

Re: get id of connected agent in custom module

get id of connected agent in custom module

Re: Installed version not detected when upgrading from 6.2 to 6.3

Re: error when upgrade 6.3.4 to 6.4.5

Re: Ticket owner on vacation... notify user

Ticket owner on vacation... notify user