AutoCompletion in Cc, Bcc ignored post-upgrade & migration

[rdain]

The short story
Following an upgrade from 3.1.13 to 3.3.5, autocompletion of agent email addresses and others no longer works in the Cc and Bcc on ticket replies.

The long story
A few weeks ago my agents were still using OTRS 3.1.13 on a virtualized 7.2-RELEASE FreeBSD host and when replying to tickets, they would often Cc or Bcc other agents, in or out of the system to "ping" either our devs, other departments, etc.

Due to memory constraints we built a server running 10.0-RELEASE and migrated our OTRS setup there, upgraded it to 3.2, then 3.3.5, and made a couple of other recommended changes on the backend to get some speed improvements (i.e. switched to StaticDB, moved attachment storage onto the SSD-based filesystem, turned on ticket archiving for old tickets).

The new system is a peach, and wonderfully fast - no complaints there. (I *did* have to abandon our plans to run it over NginX, as the only fastcgi wrapper currently available was a terrible roadblock). However, the autocompletion of agent addresses in the Cc and Bcc fields on replies no longer appears to function as it used to, and I'm getting unhappy noises from the agents.

The Question
Is this a feature change, or a bug? I'm not sure how to go about turning this back on as the information available indicates that AutoComplete ought to be functioning. My default SysConfig settings for AutoComplete::Agent##Default, ##CustomerSearch, ##UserSearch all appear to be turned on; however, autocompletion currently only operates correctly for filling in the CustomerID field on new tickets.

Please let me know if there's any further information I can provide to help get to the bottom of this.

[wurzel]

Hi,

your Auto Complete should work out of the box after an upgrade. No known bugs.
Unless you don't provide logs or your customer database search settings there may be no help.

If you have a support contract ask otrs.com

Florian

[BeKoen]

We are also experiencing the same behavior and I am just starting to investigate this issue.

I am unfamiliar with OTRS and have just recently taken over supporting this environment (~3 mo.). I have upgraded from OTRS 2.x to 3.3.6.

Is this problem related to the customer database search settings. I'd be happy to investigate, I just don't know where to start.

Thanks,
Bryan

[jojo]

the autocompletion will only work on customer data so no agents can be choosen here. All data will be fetched from the customer databases.

Typically this works out of the box.

I suggest to buy commercial help to investigate more deeply

[rdain]

We are also experiencing the same behavior and I am just starting to investigate this issue.

I am unfamiliar with OTRS and have just recently taken over supporting this environment (~3 mo.). I have upgraded from OTRS 2.x to 3.3.6.

Is this problem related to the customer database search settings. I'd be happy to investigate, I just don't know where to start.

Thanks,
Bryan

It looks like the ActiveAutoComplete function from the otrs/var/httpd/htdocs/js/Core.UI.Agent.CustomerSearch.js is what changed the most to affect this; there's a few other blocks missing which passed data to the older function in versions < 3.2, which all looked like this:

Code: Select all

    # build customer search autocomplete field
    my $AutoCompleteConfig
        = $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerSearchAutoComplete');
    $Self->{LayoutObject}->Block(
        Name => 'CustomerSearchAutoComplete',
        Data => {
            ActiveAutoComplete  => $AutoCompleteConfig->{Active},
            minQueryLength      => $AutoCompleteConfig->{MinQueryLength} || 2,
            queryDelay          => $AutoCompleteConfig->{QueryDelay} || 100,
            maxResultsDisplayed => $AutoCompleteConfig->{MaxResultsDisplayed} || 20,
        },
    );

This has since been reduced to (in > 3.2):

Code: Select all

    # build customer search autocomplete field
    $Self->{LayoutObject}->Block(
        Name => 'CustomerSearchAutoComplete',
    );

I'm using the default configuration of OTRS on a MySQL database, so there's nothing to change in the CustomerSearch settings as given in Kernel/Config/Defaults.pm. What I've been able to determine, from comparing the code base between 3.1 and 3.2, is that the ActiveAutoComplete function has changed, or otherwise the way it was being called has changed.

Now, the Data parameters here in this code block above are also given in the SysConfig (via the Admin UI), so I can only imagine that some values which were being passed to this function no longer are... I can see a short animation in the To: field for the response as I fill it, so I assume the search is running; it just comes back empty, which I imagine is, again, because the relevant parameters aren't being passed through. But if these have changed, there's no indication what or how to pass except for a cryptic note in Core.UI.Autocomplete.js about passing a set of labels and values.

As for adding in log files, I haven't a clue which ones to include, as there's no output to any logs when I'm writing the response, until it's finished and submitted. Any indication of which log file might be relevant to this would be welcome.