Currently, moving a ticket on the OTRS interface opens the zoom view after the move is completed. This makes it difficult for large anti-spam work, as it requires five clicks to get back to where I was before.
Description
Description
Event Timeline
Comment Actions
For reference, it appears the behavior of the Ticket::Frontend::AgentTicketMove###NextScreen setting has changed from OTRS 3 to OTRS 5. Previously, the two available values were "LastScreenOverview" and "LastScreenView" (default); now, the two values are "LastScreenOverview" and "TicketZoom" (default). In both OTRS 3 and OTRS 5 we were on the default option. The functionality seems to have changed accordingly:
| Action | #1: OTRS 3 default ("LastScreenView") | #2: OTRS 5 default ("TicketZoom") | #3: OTRS 3 alternative & OTRS 5 alternative ("LastScreenOverview") |
|---|---|---|---|
| Change queue/mark as spam in queue view | stay in queue view | open zoom view | stay in queue view |
| Change queue/mark as spam in zoom view | stay in zoom view | stay in zoom view | open (last) queue view |
We used to be in col #1, the upgrade to OTRS 5 brought us to col #2, which prompted this bug report. In the meantime, Alexandros has changed the setting at the request of an OTRS admin, so we're now in col #3, which means this bug is fixed since the previous behavior has been restored. However, as can be inferred from the table, it also changed the behavior in another situation, so it was unclear at the time of that configuration change whether or not it would be preserved. Depending on the final decision on that setting, this bug should be either reopened or closed.
Comment Actions
I see no movement in this one, should I assume the state we are in is satisfactory and we can close this ? Or is there something left to do ?
Comment Actions
Personally, I haven't heard of any complaints about the current behavior. On the contrary, I would expect some people to complain if we switched to the alternative (i.e., #2 above) since it makes life hard for agents dealing with spam, as noted in the task description. It's also effectively more similar to the old behavior.
Comment Actions
Since nobody complained in a pretty long time, I 'll assume it means the change in behavior is acceptable, so I 'll resolve this