Impact and Criticality in ticket information

[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 impact and the criticality are shown but the content is not (we see "-" instead of the value).

So is it a common bug in those versions (which I find strange since it worked before) or is it just for me ?

[wurzel]

Hi,

you shouldn't open two threads for one topic.
viewtopic.php?f=62&t=25829

the ITSM Fields are dynamic fields now. You may have not upgraded corretly.

Florian

[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.

[reneeb]

With no Criticality dynamic field, OTRS can't show the criticality...

[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

[crythias]

Did you update ITSM modules as well?

[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]

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 ?

[reneeb]

Are the dynamic fields activated for TicketZoom action?

[MargauxG]

Yes they are.