Agents cant answer articles from Web after 7.2 upgrade

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MadsT
Znuny newbie
Posts: 4
Joined: 26 Nov 2018, 17:27
Znuny Version: 6.0.3
Real Name: Mads Toustrup
Company: Herningsholm IT-center

Agents cant answer articles from Web after 7.2 upgrade

Post by MadsT »

With 7.2.x a new communications channel was introduced called "Web".
This channel is automatically added to customer-entries submitted through the webinterface.
When this channel is used, the normal toolbar above the content of the article in "AgentTicketZoom"-view is missing. We can't choose Print, Split, Reply, Mark as seen and so on.
Znuny - article missing toolbar.png
  • I have tried finding a way to reverse the change by changing the Communication Channel back to the prior "Internal". But i couldn't find a way to do that.
  • I have tried adding af template to support this new Communication Channel but apparently the template type and the Communication Channel was not related.
Are others experiencing the same problem?
Does anyone have any ideas on what to try to fix this?

Maybe this is a bug and we just upgraded to 7.2 to early :-)

Best regards,
Mads
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Currently using Znuny 7.2 - been using it since OTRS v3.0. Userbase is 25 agents and thousands of customer-accounts.
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