Preferences would be in a different location from security. On Thu, Sep 6, 2012 at 12:01 PM, Mark Dissington < [email protected]> wrote:
> Not that I can see. I've check agent <-> role and agent <-> group > config. One agent has identical settings to my agent account, mine > account works OK, his has the problem. > > I may strip all the group and role config down so everybody has rights > to everything and see if that sorts it. Any suggestions on how to get > all queues / roles and group rights rolled back to the standard users > group? > > M. > > >>> On 06/09/2012 at 16:28, Gerald Young <[email protected]> wrote: > > Going with Alvaro's response, would non-working agents have > preferences > > different from working agent? > > > > On Thu, Sep 6, 2012 at 10:47 AM, Alvaro Cordero > <[email protected]>wrote: > > > >> Hello, > >> > >> I've seen this happening when you are using a default enconding that > does > >> not support some special caracters, for example in our case latin > caracters > >> like "ñ", and the accent caracter, to fix that we changed the > default > >> char-set to 'utf-8' and problem fixed. > >> > >> You can check for that kind of patterns and give it a try with the > charset. > >> > >> Best Regards. > >> > >> > >> > >> On Thu, Sep 6, 2012 at 8:05 AM, Mark Dissington < > >> [email protected]> wrote: > >> > >>> Hi Gerald, > >>> > >>> It's not that nothing is displayed as you are typing, the customers > list > >>> appears and is filtered as for all agents as you are typing in the > box, so > >>> the customer DB is being queried and showing the same data for all > agents. > >>> But if a non-working agent selects any customer from the list > displayed > >>> then the data is not left in the field, the field becomes blank. > Selecting > >>> the same customer for a working agent the data is left in the > field > >>> correctly. > >>> > >>> Mark. > >>> > >>> >>> On 06/09/2012 at 12:23, Gerald Young <[email protected]> > wrote: > >>> > They won't populate if the customer is invalid. > >>> > > >>> > On Thu, Sep 6, 2012 at 3:50 AM, Mark Dissington < > >>> > [email protected]> wrote: > >>> > > >>> >> Hi Robert, > >>> >> > >>> >> Yes, I thought that was a possibility as well, but all the users > are > >>> using > >>> >> the Standard theme. > >>> >> > >>> >> Mark. > >>> >> > >>> >> >>> On 05/09/2012 at 18:23, Robert Poreba < > >>> [email protected]> > >>> >> wrote: > >>> >> > Mark > >>> >> > > >>> >> > Are all users using the same Theme? > >>> >> > >>> >> > >>> >> On 5 Sep 2012, at 12:58, "Mark Dissington" < > >>> >> [email protected]> wrote: > >>> >> > >>> >> > Something very strange going on here with otrs 3.1.7 (now > upgraded to > >>> >> 3.1.10) to try to resolve the issue. > >>> >> > > >>> >> > For both New Phone Tickets and New Email Tickets the customer > field > >>> >> won't populate with the data from the Javascript customer search > for > >>> SOME > >>> >> users. For example my accoutn works fine - create a new phone > ticket, > >>> start > >>> >> typing in the "from customer" field click on the correct > customer, > >>> field > >>> >> populates with the data and is greyed out, another "from > customer" > >>> field > >>> >> appears for adding the next one if required. > >>> >> > > >>> >> > For our agents with the problem - they start typing in the > "from > >>> >> customer" field and the customer data is displayed as normal, > but > >>> clicking > >>> >> on the customer or tabing to the next field then empties the > field > >>> rather > >>> >> than displaying the selected customer. > >>> >> > > >>> >> > This only affects, _some_ agents, it isn't PC specific as > logging in > >>> >> with a working account on that PC then works, and using one of > the > >>> faulty > >>> >> accounts on a working PC fails. > >>> >> > Have checked all Roles/Groups and everything seems the same > between > >>> >> working and non-working agents. No changes are made to ACLs > anywhere, > >>> any > >>> >> config changes only made through the Sysconfig GUI. > >>> >> > > >>> >> > These accounts _were definitely_ working. Has been an issue > for ~2 > >>> >> months (since upgrade to 3.1.x from 3.0.x probably) > >>> >> > > >>> >> > TIA, > >>> >> > Mark. > > Netmania IT Limited > Registered in England No: 4039293 > Registered Office: The Stables, Elmhurst Business Park, Elmhurst, > Lichfield, Staffordshire, UK, WS13 8EX > VAT Reg No: 765 6677 74 > > This electronic message contains information from Netmania IT Ltd which > may be privileged and confidential. The information is intended to be for > the use of the individual(s) or entity named above. If you are not the > intended recipient, be aware that any disclosure, copying, distribution or > use of the contents of this information is prohibited. 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