Agents Cannot Change My Queues Selection in Preferences

[adupre01]

I have no idea why this would be happening, but my agents are not able to change their "My Queues" selection in their preferences menu. I am an admin with full rights in the system and I cannot change my "my queues" either. No matter what you select, when you hit update, it reverts to the previous setting. All other settings seem that they can be changed.

I've tried editing the agent's preferences manually via Admin > Agents but those settings did not take. I've looked in Sysconfig under Ticket -> Frontend::Agent::Preferences and the settings there are the same as the settings on our test server (which is running same version and similar config).

Not sure if it is related but when I went to update our business hours in Framework > Core::Time it gave me the "Error: cannot write config item". Perhaps this is or is not relevant.

Any help would be much appreciated.

[xhoy]

that is a bug... let me look it up for you we had that as well needed to change some code... what version do you run?

[xhoy]

i think it was this one: http://bugs.otrs.org/show_bug.cgi?id=8243

the fix issn't released dunno why? but we used the attached patch and the particular line in the code.


Good luck.

[adupre01]

Thanks for the reply!

I'm still kinda new at coding. It looks like this code needs to be applied to AgentTicketQueue.pm, correct? What I'm not quite clear is - am I adding this code in, or should this replace existing code? Sorry if there are instructions I missed somewhere.

[adupre01]

Alright I tried that and it doesn't seem to have fixed it. I think I actually have a different problem. I do see how, in the Queue View, random queues (not those chosen in the My Queues) are displayed. However, the problem we are having is that Agents are not able change their My Queues in the first place.

STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM
=================================================
1) Set prefenence "My Queues" to a queue that is not the main input queue
2) Select Tickets > Queue View
3) Observe the queue from which tickets are displayed
4) Change "My Queues" preference and try again until they differ
5) Click "My Queues" in the list of queues in Queue View

I see in your step-by-step that you say to change the queues. When we try to change queues in the My Queues we can click on the queues and select them but as soon as we hit update in the Preferences page the changes are not applied.

[xhoy]

Then i dont know that is is, sounds kinda weird then. what does the DB preference table say?

[jojo]

that was a known Bug. Please update to 3.1.6

[adupre01]

That's good to hear, thanks jojo.

Unfortunately I'm having trouble upgrading to that version
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