Problem with Services (Type,Criticality) after 3.2.7 upgrade

[ZoltanBiro]

Hi All,

After I upgraded our OTRS 3.1.x to 3.2.7. I have noticed that I am unable to change the Priority from OTRS tickets, it remains 2 - low
Also the Impact filed is not there when I create a ticket.

I compared the Service Management on our 3.2.7 live and 3.2.6 test (with both ITSM_3.2.5)system. Type and Criticality missing for all services on 3.2.7!!!. Please check the screen shoots.
3.2.7live:

ServiceMan_327Live.jpg

3.2.6test:

Service_Man_3.2.6Test.jpg

After when I update the test 3.2.6 > 3.2.7 the Service Management screen shows as a same result as our live system...
3.2.7test:

ServiceMan_327Test.jpg

Anybody is facing with the same issue?

Many Thanks!
Zoltan

[ZoltanBiro]

First question, is it possible to downgrade to 3.2.6 with the same method as the "patch" upgrade?

[ZoltanBiro]

Nobody??? It would be really good to know is this only my system "feature" or I found something new or I did it something wrong...
One more info: I can see the Type and Criticality under the Services tab...but not in the Admin > Services

Thanks for your help!
Zoltan

[crythias]

It appears that the upgrade overwrote the ITSM template for the interface. Downgrading to 3.2.6 won't help, because this is an ITSM add-on issue, and the fields won't be a part of the standard interface. Check your packages.

[ZoltanBiro]

Hi!Many thanks for your reply!

What does it means check my packages? Which package should I have to check?
My installed packages are:
FAQ
2.2.3 xxx The FAQ/knowledge base. installed Uninstall
GeneralCatalog 3.2.5 xxx The General Catalog package. installed Uninstall
ImportExport 3.2.5 xxx The ImportExport package. installed Uninstall
iPhoneHandle 1.2.1 xxx The iPhoneHandle Package. installed Uninstall
ITSM 3.2.5 xxx The OTRS ITSM bundle package. installed Uninstall
ITSMChangeManagement 3.2.5 xxx The OTRS ITSM Change Management package. installed Uninstall
ITSMConfigurationManagement 3.2.5 xxx The OTRS ITSM Configuration Management package. installed Uninstall
ITSMCore 3.2.5 xxx The OTRS ITSM Core package. installed Uninstall
ITSMIncidentProblemManagement 3.2.5 xxx The OTRS ITSM Incident and Problem Management package. installed Uninstall
ITSMServiceLevelManagement 3.2.5 xxx The OTRS ITSM Service Level Management package. installed Uninstall
Support 1.4.5 xxx Verifies System settings and gives performance tips. installed Uninstall
SystemMonitoring 2.4.1 xxx Basic mail interface to System Monitoring Suites. [...] installed Uninstall Reinstall
WPCustomerCompanyExtension 0.0.5 Wuerth Phoenix Srl Allow services and groups to be associated to Cust[...] installed Uninstall

The package Manager only shows error for SystemMonitoring package which is modified about the Need TicketId problem...
It helps if I reinstall the ITSM packages?

I don't really understand why not overwrote the ITSM templates when I upgrade the same db from 3.1.13 to 3.2.6...and why did it when upgraded from 3.1.13 to 3.2.7.

Many thanks!
Zoltan

[ZoltanBiro]

One more info: When I did the 3.2.6 > 3.2.7 patch in my first post for testing, the ITSM_Bundle package was 3.2.5 already. So I just install the 3.2.7 and reinstall the packages as the upgrade manual says....

[ZoltanBiro]

I redo the upgrade steps from 3.1.13 to 3.2.7 on my test system. No any errors under the upgrade.
Before I reinstall any packages I checked the services. No Type and criticality as this screen shows:

AfterUpgBeforeITSMreinst.jpg

Regards!
Zoltan

[crythias]

I'd be curious if you upgraded to 3.2.6 and Type and Criticality shows.
But my guess is that it would not, and you'd need to install the ITSM package for 3.2, because the old package would not necessarily be compatible with 3.2 otrs.

[ZoltanBiro]

Give me 30 mins a redo the upgrade to 3.2.6.

[ZoltanBiro]

I have to say you right...missing after 3.2.6 upgrade also!

OTRS_ServiceMan_3113.jpg

OTRS_ServiceMan_326.jpg

The upgrade steps available here: http://www.biro-csalad.hu/temp/3113-326putty.log!

What's the next what should I do?

Thanks!
Zoltan

[ZoltanBiro]

Anyway in the Services Tab the missing informations are showed (3.2.6 and 3.2.7 also)

OTRS_ServicesTab_326.jpg

[crythias]

What's the next what should I do?

check/repair/upgrade ITSM package after upgrade.

[ZoltanBiro]

Problem solved!

I copied the Standard theme to my own theme before the upgrade. Now I know it should be copy after the upgrade and reinstall the ITSM packages.
After when I re-copied the theme I have Type and Criticality.

crythians thanks for showing the good direction!

Cheers!
Zoltan