Hi
I am trying to upgrade OTRS 3.06 to the latest and greatest.
So first i am trying to upgrade from 3.06. to 3.1.16 to then upgrade to 3.2.x . After some trouble i have come so far that everything is working except one thing.
In the agent dashboard, there is no new or open tickets showing. Escalated tickets and reminder tickets are showing. I thought first that i was some dtl file that has gone wrong but i have. Se attached picture.
I have verified that the database update has been done rightfully (no errors). The Ticket storage is FileStorage due to about 75000 tickets.
Has anyone any idea?, or maybe the problem has occured for you?
More about the system:
Before Upgrade OTRS WITH ITSM, 3.06 and TIMEACCOUNTING and SURVEY, and MASTERSLAVE.
After Upgrade OTRS WITH ITSM 3.1.16 and TIMEACCOUNTING and SURVEY, and MASTERSLAVE.
Regards, Jonas
[SOLVEd] Strange Error in Agent Dashboard after upgrade
Moderator: crythias
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montoxic
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[SOLVEd] Strange Error in Agent Dashboard after upgrade
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Last edited by montoxic on 06 Jun 2013, 19:59, edited 1 time in total.
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crythias
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Re: Strange Error in Agent Dashboard after upgrade
While unknown as to the cause, the likely answer is the currently logged in user does not have permissions for the queue(s) that hold new/open tickets.
Alternative to that, the possibility exists that you've changed the label or SysConfig of what constitutes "New" or "Open" tickets in such case as didn't survive updates.
I'd try a magnifying glass search for the same thing and determine if the OTRS System Log indicates further actionable information.
Alternative to that, the possibility exists that you've changed the label or SysConfig of what constitutes "New" or "Open" tickets in such case as didn't survive updates.
I'd try a magnifying glass search for the same thing and determine if the OTRS System Log indicates further actionable information.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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montoxic
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- Joined: 17 Feb 2013, 19:57
- Znuny Version: 3.2.9
- Real Name: Jonas Lindberg
- Location: Sweden
[SOLVED] Re: Strange Error in Agent Dashboard after upgrade
Hi,
Somewhow, always when i wrote on this forum, i come up with and idea.
There was i opm installed called MyHammer, to get a better sorting in the dashboard. That module was uninstalled. but in the SortBy in the Ticket::Frontend::Agent::Dashboard, it was saying Sortby=TicketFreetime1. That was the problem.
I removed that and now it is working.
As always it is best to check the logfile
Thu Jun 6 19:31:19 2013][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeTime1)!
My next step is to upgrade from 3.1.16 to 3.2.7. It should be intresting with 75000 tickets, redundant system, 50 operators, 10 managers, 2 administrators, and then me, the hired consult who everyone will blame tomorrow if it isnt working.
Thanks for a great forum.
Somewhow, always when i wrote on this forum, i come up with and idea.
There was i opm installed called MyHammer, to get a better sorting in the dashboard. That module was uninstalled. but in the SortBy in the Ticket::Frontend::Agent::Dashboard, it was saying Sortby=TicketFreetime1. That was the problem.
I removed that and now it is working.
As always it is best to check the logfile
Thu Jun 6 19:31:19 2013][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeTime1)!
My next step is to upgrade from 3.1.16 to 3.2.7. It should be intresting with 75000 tickets, redundant system, 50 operators, 10 managers, 2 administrators, and then me, the hired consult who everyone will blame tomorrow if it isnt working.
Thanks for a great forum.