Ticket doesn´t shown process information

[tuliovsmartins]

Hello everybody,

I´m using OTRS 3.1 to control the change process for a client and i´m facing a problem that is drive me crazy
I have more than 6000 open tickets on the sistem and for the third time a ticket show´s the same problem.
The process information on AgentTicketZoom come empty as the followin image:

OTRSTicketNoData.png

And in the rest of the almost 6000 tickets, the information appears like the following:

OTRSTicketData.png

I´ve tried the configurations, and have looked for special char´s in the fields that coud be blocking the index of information but nothing, i have no more shots to solve this issue.

If someone could help me, i´ll appreciate

Tks !

[wurzel]

Hi,

hard to find an error without a look in the logs.

You won't find many persons, supporting you in an old (ancient) OTRS version.
You should (must!) upgrade to at least 5, better 6

regards
Florian

[tuliovsmartins]

Hi, tnks for the answer
The problem is the client is a big company the upgrade is almost impossible in this moment
I have looked the apache logs and there is nothing with this ticket...

But anyway, tnks for the advices

regards

[reneeb]

Do you have a DB cluster? Or different machines to deliver OTRS?

[jojo]

espescially huge clients should be aware that running old and unsecure versions of a software is a huge security risk! Also it seems that modifications to the frontend were done which might be the cause for the issue

[tuliovsmartins]

Do you have a DB cluster? Or different machines to deliver OTRS?

I don´t have a DB cluster, i have a oracle machine with the database and another machine serving OTRS