Hello,
I’m having a weird problem with AgentTicketEmail.pm: I realized that it didn’t
work, because it didn’t create any ticket nor article, but it wouldn’t show any
error message (it was not a pop-up problem, it didn’t work even on a
non-blocker browser).
I installed OTRS 3.0.10 and ITSM 3.0.5; File version is AgentTicketEmail.pm,v
1.30 2011/06/08
I started debugging it (print style) and realized that the contents of error
hash in line 830 are:
error = {ExpandCustomerName => 1}
which I suppose is a problem finding the Customer User
I’m using LDAP authentication for customers and agents and its working OK. It
find the Customer in the AgentTicketEmail window (it does this active search,
narrowing while I write, and in the end it gets the correct user). I fill all
the fields and when I click on ‘Send’ it returns to the same window with no
further message
In my test environment, I’ve commented the line that says “return output;” and
it works fine, it inserts the ticket and its article with the correct Customer.
I’ve been able to work on it, doing moves, priority changes, notes and so on.
But it’s not a change that I’d like to do on a production system.
Can anyone help me with this problem?
Juan Clavero Almirón
Gestiò d’Identitats, Firma i Custòdia
Oficina de Tecnologies, Informació i Comunicacions (OTIC)
Servei de Salut de les Illes Balears
C/ de les Escoles, s/n - 07181 Bendinat - Mallorca
Telf. +34 971.42.65.30
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