[Resolved]Dummy OTRS, how to add templates

[mavrie]

Hello fellow OTRS Developers

At my company we are currently testing to make the migration into OTRS for our ticketing system.

While experimenting in a lab environment I bumped into a problem.
I wanted to create a default empty response to be able to respond to tickets, but I learned that option no longer exists in the admin pane. It has been replaced with templates.

When I try to create a Template for "answer" I get the following error:

Unknown column 'template_type' in 'field list', SQL: ' INSERT INTO standard_template (name, valid_id, comments, text, content_type, create_time, create_by, change_time, change_by, template_type) VALUES (?, ?, ?, ?, ?, '2014-09-02 15:08:01' , ?, '2014-09-02 15:08:01' , ?, ?)'

I have been looking for hours, and can't seem to figure it out.

Anyone here have a clue what to do?

Thanks in advance,
Matt

[crythias]

Hello, Mavrie, and welcome to Otterhub/OTRS forums!

Please take a look at my Need help? link in my signature.

Is it a new install or upgrade? The error indicates that the column doesn't exist. This is likely because the schema wasn't properly created on install, or upgrade instructions weren't followed.

[mavrie]

Hello Crythias

Thank you for the quick response.

It was a clean install done before I started working here. Basic IT knowledge was all I needed to begin an internship, so here I am.
After the install nothing has been done with the OTRS system.

It is running on a VM with CentOS 6.5 and the OTRS version is 3.3.4

I have no idea what columns were created during install, and to be honest, I don't know how to change any of these. Searching online has not given any answers, yet.
What do you suggest I do next? If there is any additional info needed, please tell me and I will provide.

Matt

[crythias]

I'd use mysqlworkbench or phpmyadmin to check the status of the tables. Check logs to see if there's a crash.

the error message says look at table standard_template
find a column named template_type. It says it doesn't exist. ok. check your table.

The table should have a structure of at least:

Code: Select all

 standard_template (
    id INTEGER NOT NULL AUTO_INCREMENT,
    name VARCHAR (200) NOT NULL,
    text TEXT NULL,
    content_type VARCHAR (250) NULL,
    template_type VARCHAR (100) NOT NULL DEFAULT 'Answer',
    comments VARCHAR (250) NULL,
    valid_id SMALLINT NOT NULL,
    create_time DATETIME NOT NULL,
    create_by INTEGER NOT NULL,
    change_time DATETIME NOT NULL,
    change_by INTEGER NOT NULL,
    PRIMARY KEY(id),
    UNIQUE INDEX standard_template_name (name)
);

Manipulating the table is outside the scope of how to fix in OTRS. You may need to consult a database expert.

[mavrie]

Thank you for the response,

We will look into it with our database expert.