Can I use ACLs to hide a certain state transition in GUI while allowing it for the Generic Agent

Bogdan Iosif

28 Sep 2012 28 Sep '12

3:05 p.m.

Hi, Same question, reformulated to use an example: Can I use ACLs to hide the "pending auto close-" state (of type "pending auto") in all agent GUIs while keeping the ability to set this state from Generic Agent jobs? AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also apply to the Generic Agent. Thanks, Bogdan P.S: I'm just starting ACLs investigation and I'm not yet able to create my own test. Google hasn't yielded a response.

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Alvaro Cordero

28 Sep 28 Sep

3:15 p.m.

Hello, I believe you don't need to create an ACL for that. There is a variable where you set the available state types for agents. But you need to tell your OTRS version to help you finding it. Regards. On Fri, Sep 28, 2012 at 9:05 AM, Bogdan Iosif wrote:

...

Hi,

Same question, reformulated to use an example: Can I use ACLs to hide the "pending auto close-" state (of type "pending auto") in all agent GUIs while keeping the ability to set this state from Generic Agent jobs?

AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also apply to the Generic Agent.

Thanks, Bogdan

P.S: I'm just starting ACLs investigation and I'm not yet able to create my own test. Google hasn't yielded a response.

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

Bogdan Iosif

3:30 p.m.

Hi, I think you mean the StateType property, as in: Ticket::Frontend::AgentTicketEmail###StateType Ticket::Frontend::AgentTicketCompose###StateType Ticket::Frontend::AgentTicketBulk###StateType etc. StateType applies to whole state types, not individual states. Looking back at my initial example, to hide the state "pending auto close-" using StateType I would need to remove the state "pending auto" from the StateType property of the targeted View. This is not good for me because it would also lead to hiding the state "pending auto close+" which is not what I want. I need to hide specific states, not all states of a certain state type. /bogdan On Fri, Sep 28, 2012 at 6:15 PM, Alvaro Cordero wrote:

...

Hello, I believe you don't need to create an ACL for that. There is a variable where you set the available state types for agents.

But you need to tell your OTRS version to help you finding it.

Regards.

On Fri, Sep 28, 2012 at 9:05 AM, Bogdan Iosif wrote:

...
Hi,

Same question, reformulated to use an example: Can I use ACLs to hide the "pending auto close-" state (of type "pending auto") in all agent GUIs while keeping the ability to set this state from Generic Agent jobs?

AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also apply to the Generic Agent.

Thanks, Bogdan

P.S: I'm just starting ACLs investigation and I'm not yet able to create my own test. Google hasn't yielded a response.

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

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Israel Garcia

1 Oct 1 Oct

10:49 a.m.

New subject: Queue view are not showing data after upgrade to 3.1

Hi everybody After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown: When clic on 'Queue view' there's no tickets data found. Any idea why? Log file is showing: Appreciate your help. Thanks.

Carlos Rodríguez

11:54 a.m.

New subject: Queue view are not showing data after upgrade to 3.1

Hi Israel, Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/ OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database. Que pases un buen día / Have a nice day! ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 5:49 AM, Israel Garcia wrote:

...

Hi everybody

After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown:

When clic on 'Queue view' there's no tickets data found. Any idea why?

Log file is showing:

Appreciate your help.

Thanks.

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Israel Garcia

1:33 p.m.

New subject: Queue view are not showing data after upgrade to 3.1

Hi Carlos, I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB? Really don't know which I made wrong on the migration. I appreciate your help. Thanks much. regards, Israel. ________________________________ De: Carlos Rodríguez Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 13:54 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/ OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database. Que pases un buen día / Have a nice day! ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 5:49 AM, Israel Garcia wrote:

...

Hi everybody

After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown:

When clic on 'Queue view' there's no tickets data found. Any idea why?

Log file is showing:

Appreciate your help.

Thanks.

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Carlos Andrés Gallego Arboleda

1:48 p.m.

New subject: Queue view are not showing data after upgrade to 3.1

Hi Israel, You can use the scripts /opt/otrs/script/otrs.RebuildTicketIndex.pl 2012/10/1 Israel Garcia

...

Hi Carlos,

I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB?

Really don't know which I made wrong on the migration. I appreciate your help. Thanks much.

regards, Israel.

------------------------------ *De:* Carlos Rodríguez *Para:* Israel Garcia ; User questions and discussions about OTRS. *Enviado:* Lunes 1 de octubre de 2012 13:54 *Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x

please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/

OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database.

Que pases un buen día / Have a nice day!

((enjoy))

Carlos Rodríguez

On Oct 1, 2012, at 5:49 AM, Israel Garcia wrote:

Hi everybody

After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown:

When clic on 'Queue view' there's no tickets data found. Any idea why?

Log file is showing:

Appreciate your help.

Thanks.

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Israel Garcia

2 p.m.

New subject: Queue view are not showing data after upgrade to 3.1

Hi Carlos, I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying: [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it. Thanks much. ________________________________ De: Carlos Andrés Gallego Arboleda Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 15:48 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, You can use the scripts /opt/otrs/script/otrs.RebuildTicketIndex.pl 2012/10/1 Israel Garcia Hi Carlos,

...

I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB?

Really don't know which I made wrong on the migration. I appreciate your help. Thanks much.

regards, Israel.

________________________________ De: Carlos Rodríguez Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 13:54 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x

please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/

OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database.

Que pases un buen día / Have a nice day!

((enjoy))

Carlos Rodríguez

On Oct 1, 2012, at 5:49 AM, Israel Garcia wrote:

...
Hi everybody

After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown:

When clic on 'Queue view' there's no tickets data found. Any idea why?

Log file is showing:

Appreciate your help.

Thanks.

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Carlos Andrés Gallego Arboleda

2:05 p.m.

New subject: Queue view are not showing data after upgrade to 3.1

OK Israel, Please view your table ticket on the database, The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these should not be If exists you must to use the scripts of migration again, 2012/10/1 Israel Garcia

...

Hi Carlos,

I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying:

[Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)!

Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it.

Thanks much.

------------------------------ *De:* Carlos Andrés Gallego Arboleda

*Para:* Israel Garcia ; User questions and discussions about OTRS. *Enviado:* Lunes 1 de octubre de 2012 15:48

*Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

You can use the scripts

/opt/otrs/script/otrs.RebuildTicketIndex.plhttp://otrs.rebuildticketindex.pl/

2012/10/1 Israel Garcia

Hi Carlos,

I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB?

Really don't know which I made wrong on the migration. I appreciate your help. Thanks much.

regards, Israel.

------------------------------ *De:* Carlos Rodríguez *Para:* Israel Garcia ; User questions and discussions about OTRS. *Enviado:* Lunes 1 de octubre de 2012 13:54 *Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x

please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/

OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database.

Que pases un buen día / Have a nice day!

((enjoy))

Carlos Rodríguez

On Oct 1, 2012, at 5:49 AM, Israel Garcia wrote:

Hi everybody

After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown:

When clic on 'Queue view' there's no tickets data found. Any idea why?

Log file is showing:

Appreciate your help.

Thanks.

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Carlos Rodríguez

2:32 p.m.

New subject: Queue view are not showing data after upgrade to 3.1

Hi Israel, Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1? I mean all steps from "UPGRADING" file? ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda wrote:

...

OK Israel,

Please view your table ticket on the database,

The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these should not be

If exists you must to use the scripts of migration again,

2012/10/1 Israel Garcia Hi Carlos,

I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying:

[Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)!

Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it.

Thanks much.

De: Carlos Andrés Gallego Arboleda

Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 15:48

Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

You can use the scripts

/opt/otrs/script/otrs.RebuildTicketIndex.pl

2012/10/1 Israel Garcia Hi Carlos,

I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB?

Really don't know which I made wrong on the migration. I appreciate your help. Thanks much.

regards, Israel.

De: Carlos Rodríguez Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 13:54 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x

please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/

OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database.

Que pases un buen día / Have a nice day!

((enjoy))

Carlos Rodríguez

On Oct 1, 2012, at 5:49 AM, Israel Garcia wrote:

...
Hi everybody

After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown:

When clic on 'Queue view' there's no tickets data found. Any idea why?

Log file is showing:

Appreciate your help.

Thanks.

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Israel Garcia

2:38 p.m.

New subject: Queue view are not showing data after upgrade to 3.1

Well Carlos, I think I did :) I follow this URL: http://doc.otrs.org/3.1/en/html/upgrading.html but to tell the truth the last part from "Now you can log into your system." to the end of the document I didn't do that. I didn't know how to do this part. Is it the cause of my issue? Really appreciate your help. ________________________________ De: Carlos Rodríguez Para: User questions and discussions about OTRS. CC: Israel Garcia Enviado: Lunes 1 de octubre de 2012 16:32 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1? I mean all steps from "UPGRADING" file? ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda wrote: OK Israel,

...

Please view your table ticket on the database,

The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these should not be

If exists you must to use the scripts of migration again,

2012/10/1 Israel Garcia

Hi Carlos,

...
I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying:

[Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy

(TicketFreeKey7)!

...

...
[Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)!

Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it.

Thanks much.

________________________________ De: Carlos Andrés Gallego Arboleda

Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 15:48

Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

You can use the scripts

/opt/otrs/script/otrs.RebuildTicketIndex.pl

2012/10/1 Israel Garcia

Hi Carlos,

...
I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB?

Really don't know which I made wrong on the migration. I appreciate your help. Thanks much.

regards, Israel.

________________________________ De: Carlos Rodríguez Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 13:54 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x

please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/

OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database.

Que pases un buen día / Have a nice day!

((enjoy))

Carlos Rodríguez

On Oct 1, 2012, at 5:49 AM, Israel Garcia wrote:

...
Hi everybody

After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown:

When clic on 'Queue view' there's no tickets data found. Any idea why?

Log file is showing:

Appreciate your help.

Thanks.

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...

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Israel Garcia

4:05 p.m.

New subject: Queue view are not showing data after upgrade to 3.1 (SOLVED)

OK carlos, I found the cause of my issue. The migration was fine, but someone here made changes on "Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewQueue" and the queue view failed on key sort 7 in :Ticket::Frontend::AgentTicketQueue###QueueSort . I remove the 'key 7' and queue view is working now. Thanks for your time. regards Israel. ________________________________ De: Carlos Rodríguez Para: User questions and discussions about OTRS. CC: Israel Garcia Enviado: Lunes 1 de octubre de 2012 16:32 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1? I mean all steps from "UPGRADING" file? ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda wrote: OK Israel,

...

Please view your table ticket on the database,

The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these should not be

If exists you must to use the scripts of migration again,

2012/10/1 Israel Garcia

Hi Carlos,

...
I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying:

[Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy

(TicketFreeKey7)!

...

...
[Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)!

Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it.

Thanks much.

________________________________ De: Carlos Andrés Gallego Arboleda

Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 15:48

Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

You can use the scripts

/opt/otrs/script/otrs.RebuildTicketIndex.pl

2012/10/1 Israel Garcia

Hi Carlos,

...
I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB?

Really don't know which I made wrong on the migration. I appreciate your help. Thanks much.

regards, Israel.

________________________________ De: Carlos Rodríguez Para: Israel Garcia ; User questions and discussions about OTRS. Enviado: Lunes 1 de octubre de 2012 13:54 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1

Hi Israel,

Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x

please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/

OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database.

Que pases un buen día / Have a nice day!

((enjoy))

Carlos Rodríguez

On Oct 1, 2012, at 5:49 AM, Israel Garcia wrote:

...
Hi everybody

After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown:

When clic on 'Queue view' there's no tickets data found. Any idea why?

Log file is showing:

Appreciate your help.

Thanks.

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Bogdan Iosif

5 Oct 5 Oct

1:44 p.m.

Hi, I found out in the mean time that ACLs can be used to hide certain states as opposed to all states of a certain type, which is possible via SysConfig. See example 18.4 here http://doc.otrs.org/3.1/en/html/ch18s02.html The question that I'm left with is: {{{{{ Do ACLs apply to actions performed by Generic Agent? }}}}} I remember reading that they do not apply to user id 1 but I don't know if Generic Agent runs with this identity or not. Can anyone help with an answer? Thanks, Bogdan On Fri, Sep 28, 2012 at 6:05 PM, Bogdan Iosif wrote:

...

Hi,

Same question, reformulated to use an example: Can I use ACLs to hide the "pending auto close-" state (of type "pending auto") in all agent GUIs while keeping the ability to set this state from Generic Agent jobs?

AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also apply to the Generic Agent.

Thanks, Bogdan

P.S: I'm just starting ACLs investigation and I'm not yet able to create my own test. Google hasn't yielded a response.

Gerald Young

1:59 p.m.

ACLs don't apply to generic agent. At least, it's impractical that they should. On Fri, Oct 5, 2012 at 9:44 AM, Bogdan Iosif wrote:

...

Hi,

I found out in the mean time that ACLs can be used to hide certain states as opposed to all states of a certain type, which is possible via SysConfig. See example 18.4 here http://doc.otrs.org/3.1/en/html/ch18s02.html

The question that I'm left with is: {{{{{ Do ACLs apply to actions performed by Generic Agent? }}}}}

I remember reading that they do not apply to user id 1 but I don't know if Generic Agent runs with this identity or not.

Can anyone help with an answer?

Thanks, Bogdan

On Fri, Sep 28, 2012 at 6:05 PM, Bogdan Iosif wrote:

...
Hi,

Same question, reformulated to use an example: Can I use ACLs to hide the "pending auto close-" state (of type "pending auto") in all agent GUIs while keeping the ability to set this state from Generic Agent jobs?

AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also apply to the Generic Agent.

Thanks, Bogdan

P.S: I'm just starting ACLs investigation and I'm not yet able to create my own test. Google hasn't yielded a response.

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Bogdan Iosif

2:05 p.m.

Good to know. Thanks! On Fri, Oct 5, 2012 at 4:59 PM, Gerald Young wrote:

...

ACLs don't apply to generic agent. At least, it's impractical that they should.

On Fri, Oct 5, 2012 at 9:44 AM, Bogdan Iosif wrote:

...
Hi,

I found out in the mean time that ACLs can be used to hide certain states as opposed to all states of a certain type, which is possible via SysConfig. See example 18.4 here http://doc.otrs.org/3.1/en/html/ch18s02.html

The question that I'm left with is: {{{{{ Do ACLs apply to actions performed by Generic Agent? }}}}}

I remember reading that they do not apply to user id 1 but I don't know if Generic Agent runs with this identity or not.

Can anyone help with an answer?

Thanks, Bogdan

On Fri, Sep 28, 2012 at 6:05 PM, Bogdan Iosif wrote:

...
Hi,

Same question, reformulated to use an example: Can I use ACLs to hide the "pending auto close-" state (of type "pending auto") in all agent GUIs while keeping the ability to set this state from Generic Agent jobs?

AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also apply to the Generic Agent.

Thanks, Bogdan

P.S: I'm just starting ACLs investigation and I'm not yet able to create my own test. Google hasn't yielded a response.

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participants (6)

Alvaro Cordero
Bogdan Iosif
Carlos Andrés Gallego Arboleda
Carlos Rodríguez
Gerald Young
Israel Garcia