Ticket doesn´t shown process information

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tuliovsmartins
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Ticket doesn´t shown process information

Post by tuliovsmartins » 17 May 2018, 12:58

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 !
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when nothing goes right go left !!!

wurzel
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Re: Ticket doesn´t shown process information

Post by wurzel » 17 May 2018, 13:13

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
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    tuliovsmartins
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    Re: Ticket doesn´t shown process information

    Post by tuliovsmartins » 17 May 2018, 13:36

    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
    when nothing goes right go left !!!

    reneeb
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    Re: Ticket doesn´t shown process information

    Post by reneeb » 17 May 2018, 14:27

    Do you have a DB cluster? Or different machines to deliver OTRS?
    Perl / OTRS development: http://perl-services.de
    Free OTRS add ons from the community: http://opar.perl-services.de
    Commercial add ons: http://feature-addons.de

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    Re: Ticket doesn´t shown process information

    Post by jojo » 17 May 2018, 15:25

    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
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    tuliovsmartins
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    Re: Ticket doesn´t shown process information

    Post by tuliovsmartins » 17 May 2018, 16:47

    reneeb wrote: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
    when nothing goes right go left !!!

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