OTRS Error

[TzunTzai]

Checking the System Logs, I'm seeing this error randomly.

Code: Select all

Fri May 10 16:51:50 2013	error	OTRS-CGI-10	YAML data was: "--- DefaultValue: '' "
Fri May 10 16:51:50 2013	error	OTRS-CGI-10	Loading the YAML string failed: Syck parser (line 1, column 21): syntax error at /usr/lib/perl5/vendor_perl/5.12.3/i586-linux-thread-multi/YAML/Syck.pm line 76

From what I read, there could be a problem with a custom setting?

Thanks,
Alex

[crythias]

Yes. possibly. There's a high likelihood this matches a Dynamic Field blank entry.

[TzunTzai]

Yes. possibly. There's a high likelihood this matches a Dynamic Field blank entry.

Got it. I do have a rather large set of dynamic field data being used to display ticket category. Would you recommend that I use another feature to define ticket category?

[crythias]

Would you recommend that I use another feature to define ticket category?

A combination of queues (types of things being serviced and agents who know how to handle them) and services (things needing to be serviced) and ACL to segregate services per queue.

But since "category" is a rather generic term that may not apply to the above, I can't provide a better answer.

[TzunTzai]

Would you recommend that I use another feature to define ticket category?

A combination of queues (types of things being serviced and agents who know how to handle them) and services (things needing to be serviced) and ACL to segregate services per queue.

But since "category" is a rather generic term that may not apply to the above, I can't provide a better answer.

Got ya. Let me be more specific. We have multiple clients. Each client has their own queue / sub-queue. We like to have a way of sorting our tickets based on issue. For instance, if someone calls for a multiple desktop install. this would be categorized under Hardware ---> Install. As of right now, we are using a dynamic fields drop down list to hold all possible ticket types.

[crythias]

Each client has their own queue / sub-queue.

Sounds like a mess to track. If you had thousands of clients creating all those queues and subqueues would be a nightmare.

If I had a new client, I'd just tell her to use the Hardware queue and select "Install" as a service.
If I had another new client, I'd be able to say exactly the same thing.

[TzunTzai]

Each client has their own queue / sub-queue.

Sounds like a mess to track. If you had thousands of clients creating all those queues and subqueues would be a nightmare.

If I had a new client, I'd just tell her to use the Hardware queue and select "Install" as a service.
If I had another new client, I'd be able to say exactly the same thing.

So I guess I should be using "Service Management" instead of dynamic fiends to define the category (or service type).