Need TicketID!

[Gonzalo]

Hi!

We did a backup of the OTRS ITSM 3.3.6 that we use for customer. We did a clean instalation, restore the database and the sysconfig. Everything works fine but when you are going to create an article (customer portal and agent portal) we have the following error :

Code: Select all

Message: Need TicketID!

 RemoteAddress: 172.21.0.103
 RequestURI: /otrs/customer.pl

 Traceback (4718): 
   Module: Kernel::System::Ticket::Article::ArticleCreate (OTRS 3.3.6) Line: 127
   Module: Kernel::Modules::CustomerTicketMessage::Run (OTRS 3.3.6) Line: 573
   Module: Kernel::System::Web::InterfaceCustomer::Run (OTRS 3.3.6) Line: 1000
   Module: /opt/otrs/bin/cgi-bin/customer.pl (unknown version) Line: 41

In the module ITSM of production, we renamed some label/name and state and priorities. Also we found that every thing related with ITSM backup was misconfigured, like a clean installation. We had to change(rename) manually after installation:

• ITSM::ChangeManagement::Impact
  ITSM::ChangeManagement::Impact
  ITSM::Service::Type
  Criticality <-> Impact <-> Priority
  Category <-> Impact <-> Priority

I checked that state type, state and priority in every sysconfig file are ok.

I read other post and I tried everything but it didn't work.

Thanks.

[Gonzalo]

This is the SystemLog:

No State for open found!
No State for new found!
No State for pending reminder found!
No State for open found!
No State for new found!
Need Name!

Thanks!

[crythias]

It means what it says. It cannot find states that it expects and that you renamed.