Ticket refresh after adding attachment

[SantaPe]

Hello,

Is there someone with the same problem?

When customers fill in their ticket and add an attachment, the browser refreshes and clears the fields of title and ticket body text..

[Jonasv]

have you tried using a different browser?

[SantaPe]

The problem occurs in Chrome, Firefox and Internet Explorer

[Jonasv]

At the e-mail and telephone ticket?
have you changed anything in the sysconfig or is it always like that?

[SantaPe]

It's only in the customer frontend.

I did add some Javascript to CustomerTicketMessage.dtl to hide a dynamicField when a certian queue is selected.

[Jonasv]

I think that could be the problem ...

[pituca]

Hi SantaPe,

For hiding the dynamic field you should add the proper ACL configuration in config.pm. Try to restore you previous configuration and take a look at the admin manual, you will find configuration samples of how to use ACL to restrict the fields you want using "Display" variable.

Hope this help.

[SantaPe]

i don't think there is a 'display' variable.


It seems I can only use ACL to determine how my dynamicField is filled (in this case a dropdownlist); but I can work with this solution as well.

For example, when support queue is chose only the category Hardware is shown in the dropdownlist:

Code: Select all

# ticket acl
#$Self->{TicketAcl}->{'categorieACL'} = {
 #   # match properties
  #  Properties => {
        # current ticket match properties
   #     Ticket => {
    #        Queue => ['IT::SUPPORT'],
      
     #  }
    #},
    # return possible options (white list)
   #Possible => {
        # possible ticket options (white list)
    #    Ticket => {
     #      DynamicField_itSupportCat1 => ['Hardware'],
      #},
 #},
#};

Only... it doesn't work.

[crythias]

what you posted is completely commented.

[SantaPe]

I know crytias... Good one :]


Even when the comment tags are gone, the code doesn't work.

[crythias]

When customers fill in their ticket and add an attachment, the browser refreshes and clears the fields of title and ticket body text..

I did add some Javascript to CustomerTicketMessage.dtl to hide a dynamicField when a certian queue is selected.

This shouldn't have affected the body unless the JavaScript affects the body.

[SantaPe]

The refresh problem is caused by the javaScript. I would like to get rid of the javaScript actually and use the ACL's instead.

I'm only having trouble with choosing the options in the dropdownlist of that dynamicField.

[SantaPe]

I still haven't succeeded in using ACL's.

Last night I tried the following:

Code: Select all

$Self->{TicketAcl}->{'ACL-cat'} = {
    Properties => {
        Ticket => {
            Queue => ['Support'],
        }
    },
   
    Possible => {
        Ticket => {
            DynamicField_SupportCat1  => ['hardware','software','password reset','printer','information'],
        },
    },
};

And it did not work. If I changed the restrict the priority to two options, it worked. But it only worked once. Afterwards I tried it with the dynamicField and when that failed I put back the code of the priority and it didn't work anymore.

After I change settings in the Config.pm file do I need to restart OTRS? Do I have to wait a while? Are changes immediately effective?

Also, I was inspecting the examples on the documentation site: http://doc.otrs.org/3.2/en/html/customization.html
And I noticed the comma's aren't used consequently.. I don't know if it's a syntax error or not. Check the first example. Where do I need to use the comma's?