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 _________________________________________________________________ Make a mini you and download it into Windows Live Messenger http://clk.atdmt.com/UKM/go/111354029/direct/01/
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 _____ 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 _____ Win £3000 to spend on whatever you want at Uni! Click http://clk.atdmt.com/UKM/go/111354032/direct/01/ here to WIN!
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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Win £3000 to spend on whatever you want at Uni! Click here to WIN! http://clk.atdmt.com/UKM/go/111354032/direct/01/
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You are so cool man, but not everyone understand polish language. $)
_____ 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 _____ 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 _____ Win £3000 to spend on whatever you want at Uni! Click here to WIN! http://clk.atdmt.com/UKM/go/111354032/direct/01/ _____ _______________________________________________ OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? => http://www.otrs.com/ You are so cool man, but not everyone understand polish language. $) I know about this. I mistake recipient. Sorry . Regards Marcin
Perhaps someone can help me simply to understand if OTRS is capable of doing what we need. If I have that answer, I can at least present it and maybe purchase it someday. Our needs are a little different than most others it seems. Basically, we need OTRS to work in the following way. We support HPC Clusters, each cluster has a name, master node, switches, interconnects, and nodes. We have customers that have lots of different centers of their universe. For example one group may be in Seattle with a cluster called LB and another in St. Louis with a Cluster called Oiler. I need to be able to create a cluster called oiler, and then create node and switches and storage devices and link them to the cluster something like this. Cluster : Oiler Sub - - Nodes : 001-100 - SWITCH : 01-03 - Owner-Company ( Grafix-CO-STL ) - Company Users - Mark - John - SLA Cluster : LB Sub - - Nodes : 001-2048 - SWITCH : 01-46 - Owner-Company ( TJ Max - SEATTLE ) - Company User - Sue - Ben - SLA We need the customer to be able to open a ticket, using drop down boxes that are Dynamic to their specific ownership of a cluster. Once they select the cluster from the drop down, we want them to be able to use a dropdown OR just input the node or switch id ( n001 or sw1 ) and select the equipment that way. Moving on to explain their problem. Can OTRS do this? Is this process documented? Can we pay per incident in support? There isn't much I haven't been able to figure out about how OTRS works, but the few things that elude me are important ones. Thanks, Joshua McDowell ----- Original Message ----- From: Marcin Drożan To: 'OTRS::ITSM User questions and discussions' Sent: Friday, October 03, 2008 6:07 AM Subject: Re: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3-> 2.3.2 + ITSM 1.2 ------------------------------------------------------------------------------ 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 ------------------------------------------------------------------------------ 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 ------------------------------------------------------------------------------ Win £3000 to spend on whatever you want at Uni! Click here to WIN! ------------------------------------------------------------------------------ _______________________________________________OTRS mailing list: itsm - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/itsmTo unsubscribe: http://lists.otrs.org/mailman/listinfo/itsmSupport or consulting for your OTRS::ITSM system?=> http://www.otrs.com/You are so cool man, but not everyone understand polish language. $) I know about this. I mistake recipient. Sorry . Regards Marcin ------------------------------------------------------------------------------ _______________________________________________ OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? => http://www.otrs.com/
participants (4)
-
Craig Goodyer -
Egor Tsilenko -
Joshua McDowell -
Marcin Drożan