Adding a new Service not possible

[otrswin]

Hi,

I just tried to add a new Service but otrs claims missing criticality. There is no matrix either (criticality<-> impact<-> priority). It worked before. I cannot understand why this changed?

Has anybody an Idea how to solve this problem?


Thanks in advance,

Vivian

[reneeb]

What do the logs say (OTRS log and Webserver log)?

[otrswin]

Hi!

The OTRs Log says this:

[Mon Mar 17 14:56:06 2014][Error][Kernel::System::Service::ServiceAdd][711] Need Criticality!
[Mon Mar 17 14:56:06 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:57:27 2014][Error][Kernel::System::Service::ServiceAdd][711] Need Criticality!
[Mon Mar 17 14:57:28 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:57:49 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:58:29 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateList][122] , SQL: 'SELECT criticality, impact, priority_id FROM cip_allocate'
[Mon Mar 17 14:58:37 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateUpdate][152] Need AllocateData!
[Mon Mar 17 14:58:40 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateList][122] , SQL: 'SELECT criticality, impact, priority_id FROM cip_allocate'

Which aditional ITSM Package delivers the Matrix and why is it missing within my installation?

I renewed all pakages yesterday but that didn't change anything. Has anybody a clue what happened?

greets,
Vivian

[reneeb]

The matrix is part of the ITSMCore package. In the admin area you should find the link to the matrix... Please check if you have DynamicFields that are filled with the criticality and impact values.

[otrswin]

Hey Reneeb!

Thats it! Thanx I forgot that I turned all new Dynamic Fields to temporaly "off" so I would use the old fields for criticality in our System since it would have interfered with our reports if not. Is it possible to get the information of the old (2.x) itsm dynamic fields into to the new ones?


Greets,
Vivian

[fendibober]

Hi!

The OTRs Log says this:

[Mon Mar 17 14:56:06 2014][Error][Kernel::System::Service::ServiceAdd][711] Need Criticality!
[Mon Mar 17 14:56:06 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:57:27 2014][Error][Kernel::System::Service::ServiceAdd][711] Need Criticality!
[Mon Mar 17 14:57:28 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:57:49 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:58:29 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateList][122] , SQL: 'SELECT criticality, impact, priority_id FROM cip_allocate'
[Mon Mar 17 14:58:37 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateUpdate][152] Need AllocateData!
[Mon Mar 17 14:58:40 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateList][122] , SQL: 'SELECT criticality, impact, priority_id FROM cip_allocate'

I have same problem. In General Catalog class Criticality present. But matrix (criticality<-> impact<-> priority) clean and when I try to add a new service - the "criticality" is missing.
How you fix it?

P.S.
Sorry for my english

[fendibober]

Hi!

The OTRs Log says this:

[Mon Mar 17 14:56:06 2014][Error][Kernel::System::Service::ServiceAdd][711] Need Criticality!
[Mon Mar 17 14:56:06 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:57:27 2014][Error][Kernel::System::Service::ServiceAdd][711] Need Criticality!
[Mon Mar 17 14:57:28 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:57:49 2014][Error][Kernel::Output::HTML::Layout::BuildSelection][2245] Need Data!
[Mon Mar 17 14:58:29 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateList][122] , SQL: 'SELECT criticality, impact, priority_id FROM cip_allocate'
[Mon Mar 17 14:58:37 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateUpdate][152] Need AllocateData!
[Mon Mar 17 14:58:40 2014][Error][Kernel::System::ITSMCIPAllocate::AllocateList][122] , SQL: 'SELECT criticality, impact, priority_id FROM cip_allocate'

I have same problem. In General Catalog class Criticality present. But matrix (criticality<-> impact<-> priority) clean and when I try to add a new service - the "criticality" is missing.
How you fix it?

P.S.
Sorry for my english

I fix it after install ALL modules ITSM!)