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From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Egor Tsilenko
Sent: Friday, October 03, 2008 12:50 PM
To: User questions and discussions
Subject: Re: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2

Marcin Drożan wrote:

Według mnie nadal nie działają aliasy na samy helpdesku2 popraw to i sprawdź w logach co jeszcze jest nie tak. I jeszcze jedno widziałem ze otrs zwraca komunikat o złym pliku config.pm czy przez przypadek nie przekopiowałes config.pm ze starego helpdeska?? Jeśli tak to proszę cię przywróć właściwy plik config.pm i pozmieniaj tam wartości w przeciwnym wypadku mogą wystąpić problemy z działaniem otrs.

Pozdrawiam

Marcin

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From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Craig Goodyer
Sent: Friday, October 03, 2008 9:44 AM
To: itsm@otrs.org
Subject: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2

Hi All,

I've been playing with setting up various services / sla's and other config bits n bobs for a few days on OTRS 2.3.1b3 + ITSM 1.1.2, then upgraded to OTRS 2.3.2 + ITSM 1.2
On installing the ITSM packages (inc Service Management etc) the Services I have setup are no longer viewable in the web interface (however the services and sla's still exist in the system as they are selectable when 'Customer's create tickets), and I get the following error when trying to view the SLA's configuration page:


"Software error:

Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AdminSLA.pm line 305.

For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error."


Any help on getting back or removing the original Services/SLA's would be great :)

Looking further into this I can see the following errors in the System Log:

(When checking Service List):
Thu Oct 2 17:07:14 2008     error     OTRS-CGI-10     No such ServiceID (2)!
Thu Oct 2 17:07:14 2008     error     OTRS-CGI-10     Unknown column 'type_id' in 'field list', SQL: 'SELECT id, name, valid_id, comments, create_time, create_by, change_time, change_by , type_id, criticality_id FROM service WHERE id = ? LIMIT 1'

(When checking SLA List):
Thu Oct 2 17:07:14 2008     error     OTRS-CGI-10     No such ServiceID (1)!
Thu Oct 2 17:07:14 2008     error     OTRS-CGI-10     Unknown column 'type_id' in 'field list', SQL: 'SELECT id, name, valid_id, comments, create_time, create_by, change_time, change_by , type_id, criticality_id FROM service WHERE id = ? LIMIT 1'

i'm assuming then that the database schema needs modifying to include "type_id" as a field in the service table?
Are any other changes likely to be required to the database?

Regards
Craig

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You are so cool man, but not everyone understand polish language. $)

I know about this. I mistake recipient. Sorry .

Regards

Marcin