Just a quick update on this as I found some time to do some in-depth digging.
It _was_ an issue with themes, but almost impossible to track down. Back in the dim and distant past (otrs 2.4.x) we did indeed have our own themes. But after upgrading to 3.0.x the default theme was much better so we just decided to use it instead and never bothered with our own anymore and it was removed - however, some user accounts still had the old theme referenced against their accounts in the DB, but, and it's a BIG but, in the user preferences screen in the GUI (both Admin GUI and the users own preferences page) the Theme dropdown not only showed the user's Frontend theme as being the Standard one - it didn't even have the entry for the old theme in the dropdown list - there was no way to tell that the Standard theme wasn't selected on the accounts with the issue as it was the only one shown. I had to manually go through the user_preferences table and change every user's UserTheme entry to "Standard" manually using SQL. I suppose the real issue is that the GUI didn't display in the user's preferences the actual value set in the DB, rather just a pre-populated list of currently valid themes - so there was no way to tell that an invalid Theme was chosen without looking at the data in the DB directly. Anyway, fixed now. BR, Mark. >>> On 06/09/2012 at 18:01, Gerald Young <cryth...@gmail.com> wrote: > Preferences would be in a different location from security. > > On Thu, Sep 6, 2012 at 12:01 PM, Mark Dissington < > mark.dissing...@netmania-it.com> 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 <cryth...@gmail.com> 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 >> <alv...@gridshield.net>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 < >> >> mark.dissing...@netmania-it.com> 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 <cryth...@gmail.com> >> wrote: >> >>> > They won't populate if the customer is invalid. >> >>> > >> >>> > On Thu, Sep 6, 2012 at 3:50 AM, Mark Dissington < >> >>> > mark.dissing...@netmania-it.com> 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 < >> >>> poreba.rob...@googlemail.com> >> >>> >> wrote: >> >>> >> > Mark >> >>> >> > >> >>> >> > Are all users using the same Theme? >> >>> >> >> >>> >> >> >>> >> On 5 Sep 2012, at 12:58, "Mark Dissington" < >> >>> >> mark.dissing...@netmania-it.com> 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. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. 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