Replies not Pre-filling the Text Area

[rocketseedotrs]

Hi Guys,

I have been experiencing some issues when replying to some tickets. The text area becomes inactive and when you close that window, it freezes the browser and chrome dies with "This page has been unresponsive" kind of error.

I checked the system logs and I can't find anything that help identify the problem. I have also searched through the forum and I don't seem to see any post of this kind. I am using OTRS 3.1.12. I would appreciate if anybody has got some input.

Thanks,

[crythias]

Without any knowledge of your environment, what you've done to install, what version of OTRS you're using, what you've changed, and how to replicate your situation, you probably won't get an answer.

[rocketseedotrs]

Thanks for your reply. I am running otrs 3.1.12 which I patched from 3.0.x on Ubuntu Platform ( Ubuntu 10.04.4 LTS ), with PHP5 and MySQL and Exim4. I customized the Dashboard to have RT feel to like as we migrated from RT to OTRS, and I did not want the users (20 in total) to be lost given what they were accustomed to.

What configuration file content would you require for me to post?

Thanks

[crythias]

When did this start happening?

[rocketseedotrs]

This happened a while back, about six months I guess. At first, I thought it was related to the DB, so I ran my mysqloptimize --auto-repair -uusername -ppassword otrs. But that did not fix the problem though.

[crythias]

Describe steps to replicate.

[rocketseedotrs]

If you are referring to the steps of my patching, please see below:

1. Download a RPM Package (Fedora)
* wget http://ftp.otrs.org/pub/otrs/RPMS/fedor ... noarch.rpm .

2. Move otrs-3.1.12-01.noarch.rpm to /opt
* mv otrs-3.1.12-01.noarch.rpm /opt

3. Install Alien, if not already installed
* ap-get update;apt-get install alien

3. Convert the RPM into a Debian Package
* alien --to-deb /opt/otrs-3.1.12-01.noarch.rpm

4. Install the Debian Package:
* dpkg -i /opt/otrs_3.1.12-2_all.deb

Note: When prompted to overwrite your config.pm, please select N, or just press enter to default.
Do the same thing for the files you would like to keep to current version.

5. Reset Permissions
* /opt/otrs;bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs

6. Refresh the configuration cache and delete caches
* /opt/otrs/bin/otrs.RebuildConfig.pl
* /opt/otrs/bin/otrs.DeleteCache.pl

7. Restart Apache and Cron
* service apache2 restart
* service cron restart

[crythias]

Translation: If I were watching you do this, how would I see you replicate your results that triggered this topic?

[rocketseedotrs]

You see as it happens on random tickets, one has to go log onto the otrs, click on the "customer – email-external", then select Reply -> empty answer. At this point the Text Area would not display at all, so you can't reply. Then, when you close this particular window it freezes and crashes the OTRS tabs that you are on.

[rocketseedotrs]

Please close this request. I had to do a clean upgrade.