Re: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2
I had the same problem. I solved it uninstalling all the ITSM modules and reinstalling them. Bye. Francesco.
----- Original Message ----- Da : Craig Goodyer craiggoodyer@hotmail.com A : itsm@otrs.org Oggetto : [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2 Data : Fri, 3 Oct 2008 08:43:41 +0100
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/
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Francesco Simonini
Consultant S.E.S.A. S.p.A. Software E Sistemi Avanzati
20131 Milano Italy Via Teodosio, 65 Tel. +39 02 4547 6444 Fax. +39 02 4547 6475 Mobile: +39 348 7411960
E-mail: francesco.simonini@sesaspa.it Web: http://www.sesaspa.it
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Francesco,
Excellent, It must've been something ITSM 1.2 required, which wasn't satisfied in our upgrade.
Many thanks Craig
From: francesco.simonini@sesaspa.it To: itsm@otrs.org Date: Fri, 3 Oct 2008 09:04:03 +0100 Subject: Re: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2
I had the same problem. I solved it uninstalling all the ITSM modules and reinstalling them. Bye. Francesco.
----- Original Message ----- Da : Craig Goodyer craiggoodyer@hotmail.com A : itsm@otrs.org Oggetto : [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2 Data : Fri, 3 Oct 2008 08:43:41 +0100
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/
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/
Francesco Simonini
Consultant S.E.S.A. S.p.A. Software E Sistemi Avanzati
20131 Milano Italy Via Teodosio, 65 Tel. +39 02 4547 6444 Fax. +39 02 4547 6475 Mobile: +39 348 7411960
E-mail: francesco.simonini@sesaspa.it Web: http://www.sesaspa.it
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_________________________________________________________________ Win New York holidays with Kellogg’s & Live Search http://clk.atdmt.com/UKM/go/111354033/direct/01/
Hello all,
Just curious if anyone has ever gotten " Customer notification " for external notes to work?
Thanks,
Joshua McDowell
Hi,
AFAIK of OTRS, customers never get notified of Notes (neither internal, nor external).
With notes, you notify the other "agent" users. Additionaly, if the note is internal, the customer won't even be able to see it (through the web interface) whereas if the note were external, he would be.
Regards,
Alex
-----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Joshua McDowell Sent: lunes, 10 de noviembre de 2008 20:45 To: OTRS::ITSM User questions and discussions Subject: [itsm] External note nofication notifier notify..
Hello all,
Just curious if anyone has ever gotten " Customer notification " for external notes to work?
Thanks,
Joshua McDowell
_______________________________________________ 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/
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I use external-email article when I need to notify customer by email. I use external note for cases when I'm obliged to provide information to customer, but I don't require immediate customer's attention.
Regards, Anton.
2008/11/10 Joshua McDowell jmcdowell@issisolutions.com
Hello all,
Just curious if anyone has ever gotten " Customer notification " for external notes to work?
Thanks,
Joshua McDowell
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/
External notes can be seen by the customer at the customer interface. They are displayed in the ticket history.
Regards
Davide
-----Messaggio originale----- Da: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] Per conto di Dumont, Alexandre Jean Michel Pierre Inviato: martedì 11 novembre 2008 9.47 A: OTRS::ITSM User questions and discussions Oggetto: Re: [itsm] External note nofication notifier notify..
Hi,
AFAIK of OTRS, customers never get notified of Notes (neither internal, nor external).
With notes, you notify the other "agent" users. Additionaly, if the note is internal, the customer won't even be able to see it (through the web interface) whereas if the note were external, he would be.
Regards,
Alex
-----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Joshua McDowell Sent: lunes, 10 de noviembre de 2008 20:45 To: OTRS::ITSM User questions and discussions Subject: [itsm] External note nofication notifier notify..
Hello all,
Just curious if anyone has ever gotten " Customer notification " for external notes to work?
Thanks,
Joshua McDowell
_______________________________________________ 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/
This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.
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I see... That makes sense..
Is there a function to update the user? I saw someone mention an "external e-mail article" to notify the customer. I will research today and see what I come up with..
Thanks,
Joshua McDowell
----- Original Message ----- From: "Dumont, Alexandre Jean Michel Pierre" alexandrejeanmichelpierre.dumont@capgemini.com To: "OTRS::ITSM User questions and discussions" itsm@otrs.org Sent: Tuesday, November 11, 2008 02:46 Subject: Re: [itsm] External note nofication notifier notify..
Hi,
AFAIK of OTRS, customers never get notified of Notes (neither internal, nor external).
With notes, you notify the other "agent" users. Additionaly, if the note is internal, the customer won't even be able to see it (through the web interface) whereas if the note were external, he would be.
Regards,
Alex
-----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Joshua McDowell Sent: lunes, 10 de noviembre de 2008 20:45 To: OTRS::ITSM User questions and discussions Subject: [itsm] External note nofication notifier notify..
Hello all,
Just curious if anyone has ever gotten " Customer notification " for external notes to work?
Thanks,
Joshua McDowell
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/
This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.
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Hi,
It's done by the mean of [ Responses ], and [ Responses <-> Queue ]. By default, it's usefull to assign "empty answer" response to all the queues, so the agent users will be able to quickly answer to tickets using an "external email response".
This responses are always attached to the ticket history, and are sent by email to the customer. When sending such a response, you can also change the ticket state to pending, or pending close +/-, so the ticket automatically close upon the customer non answering.
You can create as many answer templates as you need (including attachements if you need). It's really usefull to send templates that the user need to fill so you can fulfil the request.
Un saludo,
Alex -----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Joshua McDowell Sent: martes, 11 de noviembre de 2008 15:11 To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] External note nofication notifier notify..
I see... That makes sense..
Is there a function to update the user? I saw someone mention an "external e-mail article" to notify the customer. I will research today and see what I come up with..
Thanks,
Joshua McDowell
----- Original Message ----- From: "Dumont, Alexandre Jean Michel Pierre" alexandrejeanmichelpierre.dumont@capgemini.com To: "OTRS::ITSM User questions and discussions" itsm@otrs.org Sent: Tuesday, November 11, 2008 02:46 Subject: Re: [itsm] External note nofication notifier notify..
Hi,
AFAIK of OTRS, customers never get notified of Notes (neither
internal,
nor external).
With notes, you notify the other "agent" users. Additionaly, if the
note
is internal, the customer won't even be able to see it (through the
web
interface) whereas if the note were external, he would be.
Regards,
Alex
-----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf
Of
Joshua McDowell Sent: lunes, 10 de noviembre de 2008 20:45 To: OTRS::ITSM User questions and discussions Subject: [itsm] External note nofication notifier notify..
Hello all,
Just curious if anyone has ever gotten " Customer notification " for external notes to work?
Thanks,
Joshua McDowell
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/
This message contains information that may be privileged or
confidential
and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not
the
intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this
message or
any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies
of
this message.
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/
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This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.
participants (6)
-
Anton Gubar'kov
-
Craig Goodyer
-
Davide D'Onofrio
-
Dumont, Alexandre Jean Michel Pierre
-
francesco.simonini@sesaspa.it
-
Joshua McDowell