[otrs] Dashboard - Ticket Status Overview

8 Dec 2014

      Hi List,

We are having an unsual problem. We upgraded our backup OTRS system from 3.1.x -> 3.2.16 -> 3.3.10.
On our Dashboard setting menu we have a checkbox for "Ticket Status Overview".

We then did a /opt/otrs/bin/backup.pl, copied the backup to our primary system and did an
/opt/otrs/bin/restore.pl.

We then ran a support assessment on the primary and it said we should use the StaticDB backend for tickets
and fulltextsearch.
We enabled those options and ran the rebuild index scripts.

We then went to the dashboard on the primary and the "Ticket Status Overview" checkbox does not
show up in the settings menu.

In the backup ZZZAuto.pm I see and entry for:
$Self->{'DashboardBackend'}->{'0099-TicketQueueOverview'} =  {
   'Block' => 'ContentLarge',
   'CacheTTLLocal' => '0.5',
   'Default' => '1',
   'Description' => 'Provides an overview of the tickets in a certain state per queue.',
   'Group' => '',
   'Module' => 'Kernel::Output::HTML::DashboardTicketQueueOverview',
   'Permission' => 'rw',
   'QueuePermissionGroup' => 'Service Assurance',
   'Sort' => 'SortBy=Age;OrderBy=Up',
   'States' => {
     '1' => 'new',
     '11' => 'Resolved',
     '16' => 'pending'
   },
   'Title' => 'Ticket Status Overview'
};
egrep DashboardBackend Kernel/Config/Files/ZZZAuto.pm
$Self->{'DashboardBackend'}->{'0130-TicketOpen'} =  {
$Self->{'DashboardBackend'}->{'0110-TicketEscalation'} =  {
$Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = {
$Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} =  {
$Self->{'DashboardBackend'}->{'0099-TicketQueueOverview'} =  {
$Self->{'DashboardBackend'}->{'0220-TicketCreate'} =  {
$Self->{'DashboardBackend'}->{'0300-IFrame'} =  {
$Self->{'DashboardBackend'}->{'0400-UserOnline'} =  {
$Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = {
$Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = {
$Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = {
$Self->{'DashboardBackend'}->{'0130-TicketOpen'} = {

Any idea what caused this. I looked in the ZZZAuto.pm on the primary I don't see the above - in fact there are number of
missing DashboardBackend sections missing.
egrep DashboardBackend Kernel/Config/Files/ZZZAuto.pm
$Self->{'DashboardBackend'}->{'0130-TicketOpen'} =  {
$Self->{'DashboardBackend'}->{'0110-TicketEscalation'} =  {
$Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = {
$Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} =  {
$Self->{'DashboardBackend'}->{'0220-TicketCreate'} =  {
$Self->{'DashboardBackend'}->{'0300-IFrame'} =  {
$Self->{'DashboardBackend'}->{'0400-UserOnline'} =  {

Any enlightment would be appreciated.

-- 
Stephen Clark
*NetWolves Managed Services, LLC.*
Email: steve.clark@netwolves.com
http://www.netwolves.com

[otrs] Dashboard - Ticket Status Overview

Steve Clark