Znuny Open Source Ticketsystem

MargauxG

Hello,

Did you find how to remove the incident in the ticket information (beside removing the package...)?

In advance, thank you for your response

MargauxG

Yes I saw your post, but quite franckly, I didn't really understand what your code did... and your code was for a template.In my case, strangely, the value of the dynamic field doesn't change (still got what was written inside), but every fields appears.

MargauxG

it's seems the refresh occurs either at
Core.Form.Validate.DisableValidation($Form);
$Form.find('#AttachmentUpload').val('1').end().submit();
I tried to copy the code for hiding the dynamic fields in the function Attachment (having saved the serviceID before). But as you can imagine, it doesn't ...

MargauxG

The problem is not my code (I used this subject http://forums.otterhub.org/viewtopic.php?f=60&t=8032). I also tried global variable and cookies. Still doesn't work
The only difference with the agent interface is the header, and when I use the agent's header, nothing works anymore (can't event open ...

MargauxG

Anyone please ?

MargauxG

Hello,

I've been looking for a solution for a week now on how to disable the page refresh when a customer uploads an attachment.
I have some kind of ticket form where dynamic fields appear and disappear depending on the selected service (I can show you the (long) code for that). But as soon as the ...

MargauxG

Yes please post your solution, I'm facing kind of the same issue. When I upload an attachment, every dynamic fields appear whereas some should be hidden (you know, dynamic field based on service selection...)

MargauxG

Yes they are.

MargauxG

Even after a successful upgrade, the criticality and the impact won't show in the ticket information at the opening of a ticket. The only way to have them appear is to open "Additionnal ITSM Fields".
Did someone have the same issue ? How can I fix this ?

MargauxG

I found it. Apparently a "space" wasn't encoded correctly.
Thank you for your help !

MargauxG

UPDATE :
I retry the upgrade (3.0.11 => 3.1.1).
the database seems to have migrated just fine. When connecting to the agent web interface and creating a ticket, everything works. But, when I change the default services for the customers, everything goes to hell, the Ajax error reappears ...
So, I'm ...

MargauxG

ok, thank you anyway.
i'll try to rebuild the database. Maybe something went wrong during the migration.

MargauxG

the freetds should have taken care of that.
# $Id: freetds.conf,v 1.12 2007/12/25 06:02:36 jklowden Exp $
#
# This file is installed by FreeTDS if no file by the same
# name is found in the installation directory.
#
# For information about the layout of this file and its settings,
# see the ...

MargauxG

Here's the entire Config.pm file

# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2010 xxx, http://otrs.org/
# --
# $Id: Config.pm.dist,v 1.23 2010/01/13 22:25:00 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file ...

MargauxG

Why are you showing Customer information?

I don't understand, what do you call customer information ?...

I get the Ajax error in both the customer and the agent interfaces ...

MargauxG

Still got the Ajax error ...

MargauxG

the Database should be in encoded in utf-8 (obdc and freetds driver have the correct charset)
here's the code for the customer loggin
# CustomerUser1
# (customer user ldap backend and settings)
$Self->{CustomerUser} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
# ldap host ...

MargauxG

Yes and that was the first log I posted
Thu Jul 24 16:26:19 2014] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x3f, immediately after start byte 0xe2) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 722.
[Thu Jul 24 16:26:19 2014] -e: Malformed UTF-8 ...

MargauxG

then no, we used the standard ones which have been upgraded as well.
Here's what Firefox Web console shows when the ajax error appears
POST http://xxxx.xxxx.com/otrs/customer.pl [HTTP/1.0 500 Internal Server Error 90ms]

I still don't know where that is coming from.
Every thing else seems fine ...

MargauxG

I don't think so, I didn't copy the the "httpd" file in var.
I followed the manual and only reused Config.pm, GenericAgent.pm, ZZZAAUTO.pm and the log file in "var".
How can I see if it is the good custom themes ?

MargauxG

After upgrading to 3.3.1 (Ubuntu server 12.04 and MSSQL 2012), I have an error when creating a ticket. Every time I want to select either the queue, the type, the service I get an error message : Error during AJAX communication. Status: error, Error: Internal Server Error
Apache error.log says ...

MargauxG

Yes of course. I didn't really have a choice at that time since the packages didn't work without the upgrade. But I'll have to admit that it wasn't an easy task to upgrade them since it failed most the time. I think I use the "reinstall" part of the script for some.

MargauxG

What do you mean by "upgrade again" ? Upgrading to version 3.3.x or redo the uprade from 3.2 to 3.3 ? (I'm also starting to think that the first upgrade from 3.0 to 3.2 wasn't successful either...)

MargauxG

There are no such thing in 3.2.16 (unless I had a problem since the beginning with the version 3.2.16... In that case I guess I'll have to redo everything.)
Every thing else seems to be working just fine

MargauxG

Well I followed this manual http://otrs.github.io/doc/manual/admin/3.3/en/html/upgrading.html
So I guess there was a problem during the migration of the database...
Do I have to delete the column "CriticalityID" ?

Even with the dynamic field, the impact and the criticality still don't show in the ...

MargauxG

[unixODBC][FreeTDS][SQL Server]Cannot insert the value NULL into column 'criticality_id', table 'otrs_dev.dbo.cip_allocate'; column does not allow nulls. INSERT fails. (SQL-23000) [state was 23000 now 01000

I guess I have to change some things in my database ...

MargauxG

It is not the same issue.
The criticality works just fine on 3.2.16 and still won't be showed in the ticket information when an agent open the ticket.

MargauxG

Now I cannot modify the matrix Criticality <-> Impact <-> Priority.
Every time I want to submit, every thing is set to "1High"...

MargauxG

This dynamic field apparently wasn't created...
So I created it... Unfortunately for me I now have to re enter the criticality for every service... So 250 services to go...

MargauxG

All the criticalityId took "163" as a value and a I have a new column "Criticality" where all values are "NULL" in the database (table service). So I guess there is a problem with the migration script for the database...
But I don't know where to find this ITSM dynamic field

MargauxG

Hello,

I'm having a big issue. I upgraded OTRS 3.2.16 to 3.3.1. Everything seemed to be well until I found that every service had lost its criticality. And what's worst is that I cannot set it anymore !
Services - Admin - OTRS ITSM 3.3.1 - Mozilla Firefox.jpg

What happened ?? And more ...

MargauxG

Hello,

I'm a bit confused. We're currently using OTRS 3.0.11 and developing OTRS 3.2.16 and 3.3.1. In version 3.0.11, when an agent open a ticket, they can see the impact and the criticality in the ticket information but in the upper versions, it seems there is some kind of bug. The labels for the ...

MargauxG

That doesn't work either. But since I am far from being an expert in perl language, I first thought I didn't code it write (you know, big language mistake...)

MargauxG

error log for Apache

[Wed Jul 16 14:17:42 2014] [error] Not an ARRAY reference at /opt/otrs//Kernel/System/Ticket.pm line 7101.\n

line 7101 of Ticket.pm

Code: Select all

  for my $Item ( @{ $Step{$PropertiesHash}->{$Key}->{$Data} } ) {

MargauxG

Yes I know, I'm developing 3.2.16 on Linux Server with MS SQL database.

here is the apache log XXX.XX.XX.XX - - [16/Jul/2014:14:17:42 +0200] "GET /otrs/customer.pl?Action=CustomerTicketMessage HTTP/1.1" 500 647 "http://xxxxxxxx.xxxxxxxx.com/otrs/customer.pl?Action=CustomerTicketZoom;TicketID=48553 ...

MargauxG

Unfortunately, it does not come from here... (I corrected it).
After reloading the config (and deleting cache and reloading the apache server), I can't access the ticket creation page.
Here's what happend :
Internal Server Error

The server encountered an internal error or misconfiguration and was ...

MargauxG

I can't seem to make it work. Here's my code (for the "big" categories at least)

# Selecting Generic Services
$Self->{TicketAcl}->{'ACL-Customer-Gen'} = {
Properties => {
Frontend => {
Action => ['CustomerTicketMessage'],
},
Ticket => {
Service => {
ServiceID => ['79 ...

MargauxG

I got that part for ACL, what is really important is the other information of the service ie, the criticality. So if I create the ACL, every chosen service will have its information from the database ? But I'll have to add every single service by hand in the config file ?

(If I have the time, I'll ...

MargauxG

I'm developing version 3.2.16 (3.0.11 is still in production and in a month I'm supposed to put the latest version in production and end the previous one).

Concerning the migration, I cannot find the script to migrate from 3.2 to 3.3.

If I use the ACL, when the user just chose "Gen" ("mother of ...

MargauxG

I would have loved to install the latest version but unfortunately I cannot find the migration scripts for Mircrosoft SQL 2012....
We don't want to use the ACL (they are "basic" users, so they're not really fond of computers and all...)

MargauxG

I know, but I still have more than 200 services to chose from
An example of a service : Gen::Communication::Emails:with External contact (that makes a big service "Gen", a sub-service "Communication", another sub-service "Emails" and the last sub service "with External contact"). So I have this but ...

MargauxG

Hello,

I'm facing a quite an issue. We have around 200 services (from basic services such as "writting an email" to specific business services). As you can imagine we cannot let our users (ie "customers" for OTRS) chose between 200 services. And before someone tells me "activate the queue for the ...

MargauxG

Hello, I'm having the same issue but I can't find where the problem comes from.
How did you do it ?

MargauxG

I managed to make it work, the dynamic fields are different when you chose some services. I still have 3 issues :
1- When I change the service after having selecting one, I don't have the good dynamic fields
2- I can't find how to add the linked object in a dropdown. For exemple, my service is ...

MargauxG

CustomerTicketMessage.dtl For the ticket creation from customer page(hope it is what you were talking about.)

# --
# CustomerTicketMessage.dtl - provides HTML form for customer message
# Copyright (C) 2001-2013 xxx, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For ...

MargauxG

It seems I don't have jquery-1.10.0
This is what I have in var/httpd/htdocs/js/thirdparty/
ckeditor-4.0 ckeditor-patches flot-0.7 jquery-1.6.4 jquery-pubsub jquery-tablesorter-2.0.5 jquery-ui-1.8.21 jquery-validate-1.10 json jsplumb-1.4.2 qunit-1.11.0 stacktrace-0.4

Could it be what is causing ...

MargauxG

I ran otrs.DeleteCache.pl more times than I can count, and still, those errors stay. Also tried otrs.RebuildConfig.pl, just in case.

MargauxG

There is error in OTRS log, I didn't say there wasn't any error on web page. Firefox's Web Consol :
SyntaxError: illegal character customer.pl:486
Use of getPreventDefault() is deprecated. Use defaultPrevented instead. CommonJS_95bdc70a1bb2d439c1a052888da61a79.js:3

knowing that customer.pl has ...

MargauxG

Hello,

I finally managed to upgrade OTRS to version 3.2.16 (we'll see later for version 3.3...), but my code still doesn't work and I have got no errors in the OTRS log file.
Could someone help me find what's the problem ?

MargauxG

I'm sorry I totally forgot to precise that I was testing (well actually putting in place) OTRS 3.2.9.

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