Need ImpactID!

[wipeout_630]

I have been receiving an error lately which simply states Need ImpactID!. I was receiving an error code which canceled all ticket creation which stated Need Criticality ID!. I resolved the Criticality ID error by uncommenting the Priority field in AgentTicketPhone.dtl but the Impact, which is set in the ITSM module, is currently uncommented, and selected in the ticket, yet I'm still getting the error. Ticket creation is successful and there are no agent or customer interface errors while working with tickets; only in the log. What do I need to modify to stop the ImpactID error?

[MichaelR]

I thought that got fixed in OTRS 3.0.7, which version you running? Usually it is helpful to put the OTRS version number and Database type in your signature.

[wipeout_630]

I'm guessing the problem was that the ITSM module that deals with that Output file wasn't installed correctly; according to Package Manager. I reinstalled it, then upgraded from 3.0.7 & 3.0.3 to 3.0.8 & 3.0.4. I will be putting the modifications back in tonight and we shall see what happens then.

[artjoms15]

Excuse me for restoring this thread, but the problem isn' t solved even in 3.0.11
So the bug appears when Impact list is refreshed in new Ticket screen and the calues doesn' t consist ("-","") pair in hash, so add this pair manually like in Modules/AgentTicketPhone.pm

Code: Select all

if ( $GetParam{ServiceID} ) {
...
$ImpactList = $Self->{GeneralCatalogObject}->ItemList(
            Class => 'ITSM::Core::Impact',
        );
$ImpactList->{''} = '-';
...
}

Hope it helps, although it isn' t topical in 3.1.1 anymore due to refusal of fretext fields

[wipeout_630]

I upgraded to 3.1.10 & 3.1.6 and the problem remains. I removed all FreeText fields for ViewPhoneNew and ViewEmailNew but no luck. I haven't updated the database with the new names yet, which I'm guess is also the cause of my Priority and State errors.

[wipeout_630]

After updating database with new names and modifying all state types as specified in the OTRS 3.1 documentation, I am still receiving the errors. I do not have any custom themes applied either.