Upgrading from 3.1.12 to 3.2.x - download index.pl

[katerina]

After upgrade I can login, but when I insert a new telephone ticket and I want to create it, the system offers me to download index.pl. (And in firefox I see the form with the inserted ticket, only the button Create is disabled) I searched web and found out that it could be connected with problem sending e-mails. And really, no notification about new ticket in my queue is sent.

Another clue I had found on web was possible problem with permissions. I ran SetPermissions.pl (several times
I tried to change in Core::Sendmail IP address of our smtp server into another valid IP address, but it doesn't help.
But in this step I found some problem with permissions - I couldn't write the configuration. I have fixed this problem.

Now I don't know, what to check, why otrs doesn't send notifications about new tickets in my queue. I have set that I want this notification in my personal setting.

And now one of my fellows tells me that otrs for him behaves fine. When he inserts a new ticket he sees no index.pl download window, but he sees the saved ticket (he saw the window for download index.pl . But he hasn't got e-mail notification about new ticket in his queue since the date of upgrade.

Can you help me, please? Is there any other way than complete reinstallation, and using the old database with this new installation?
I tried to update from 3.2.1 to 3.2.2 but it doesn't help.
Thant you for any advice.

[crythias]

They are related. If you are unable to send email notifications, it will download index.pl

Check your otrs system log.

[katerina]

There is nothing important in the log:
Thu Feb 21 09:49:35 2013 notice OTRS-CGI-10 New Ticket [2013022110000155/test 4] created (TicketID=467,Queue=ICT::Servery a síť (Novell, pošta, Internet),Priority=3 normal,State=open)

and nothing more about the ticket or unability to send e-mail

[crythias]

Notifications to agents will happen if, in agent preferences, the queue is highlighted in "My Queues" and Notifications Yes.

Notifications will not happen if you create a ticket for yourself.

[katerina]

Notifications to agents will happen if, in agent preferences, the queue is highlighted in "My Queues" and Notifications Yes.

yes, I have this

Notifications will not happen if you create a ticket for yourself.

But in my case it didn't happen if my collegue creates a ticket for me. I got no e-mail.

In addition if he (or anybody) creates a phone ticket and he set me as owner, in dashboard I see the Admin OTRS is set as the owner (if I choose no owner when creating a ticket, the result is the same - the owner is admin OTRS) .

And in the log there is no help.

[crythias]

What queue did the colleague create the ticekt for?

Is that queue yours? *and HIGHLIGHTED*?

Take a look at the ticket history. DId it say it tried to send you a notification?

If not, it's because you're not set up to be notified.
If yes, it didn't get to you.

[katerina]

I really have highlighted my queue but if my collegue creates a ticket in my queue, no notification comes to me since the upgrade to 3.2.x.
I have set send notifications to YES.

Thank you for the tip to look at history, there I can see that notifications were sent before the upgrade, but not after the upgrade.
Now I tried to set notifications in my preferences to NO, save, set to YES again and save.
I created a ticket for me in my queue from the account of my collegue. I saw the window for downloading index.pl when I was creating the ticket, but in the history I don't see any line about sending notification and about changing owner - the ticket is assigned to admin OTRS and not to me.
So the reseting notification doesn't help.
The history always ends with the line :
PhoneCallCustomer Customer called us.
Before upgrade there were sometimes another lines about sending notifications or changing owner after this line, but since upgrade there are no such lines in the history (in the step of creating new ticket from phone call)

I tried to reset my queues in preferences and set again, but it didn't help either.
Thank for your help

[crythias]

It seems like you might have other errors in your tables. Make sure you have a backup and try to check their status. look in system log...

There might be other migration steps not properly accomplished, but I would guess you'd see errors in /var/log/syslog or /var/log/messages or apache's error log for more information, hints on what's going on.

[katerina]

Thanks for your reply,

there is nothing in the logs you mentioned.
There was no clue what to do, so I tried to install another server. I installed Centos 6.2, upgraded and installed otrs 3.2.2 .
The system was runing until I tried to install Dynamic field from DB https://github.com/WuerthPhoenix/OTRS-D ... ieldFromDB,
which is for 3.1.x
I couldn't install it so I changed in .opm version to 3.2.x and installed it, but it caused I can't now send the mails. Just like on my production server

So my problem is now: Is there any way back to 3.1.x without lost of data in otrs or is there any other adon for otrs to have dynamic field from mysql?

[crythias]

The system was runing until I tried to install ...

That bit of information might have saved some time here.

I couldn't install it so I changed in .opm version to 3.2.x and installed it, but it caused I can't now send the mails. Just like on my production server

Did you do the same thing to production?

the short answer would/should be to disable DynamicFieldDropdownFromDB in Frontend::Module in Sysconfig. As it appears this is all that calls the other entries, it should be enough.

I cannot otherwise provide support for third party modules.

I will point to this: viewtopic.php?f=60&t=17033 as an option, though.

[katerina]

The system was runing until I tried to install ...
That bit of information might have saved some time here.

That bit of information I gained after installing otrs 3.2.2 from scratch.
Before that I upgraded and there was no clue where the problem is.

Thanks a lot for the link. I will follow it and let you know how it works for me.