Criticality problem after upgrade

[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 importantly, how can I fix it ?

Regards,

[reneeb]

Check if the DynamicField "ITSMCriticality" is valid and has the correct values...

[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]

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]

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

[reneeb]

Any messages in the logs?

[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 ...

[reneeb]

In OTRS 3.3 there is no column "criticality_id" in that table, it's now called "criticality".

I guess, you either didn't follow the upgrade instructions or your upgrade process was not successful.

[MargauxG]

Well I followed this manual http://otrs.github.io/doc/manual/admin/ ... ading.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 ticket information (agent view and customer view by the way...)

[reneeb]

If you have the chance to do the upgrade again, do it. There seems to be too much that isn't correct anymore...

[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...)

[reneeb]

You should start the upgrade process from a point where you know it was working correctly...