otrs: Missing TypeID after adding ITSM modules [solution]

Submitted by sabrown on Thu, 03/04/2010 - 10:32pm

Problems

When you add the ITSM module to the JumpBox otrs system, the system wll produce an error when trying to add or update SLA's and Services. The problem is the install updates templates located in:

/var/data/otrs/Output/HTML/Standard/

The templates being used by the JumpBox are located in:

/var/data/otrs/Output/HTML/JumpBox/

The system uses the un-updated templates, where the Type is missing. Hence the TypeID error.

The simple fix is to revert to the Standard layout. If you'd like to use the JumpBox layout, just sudo the following copies:

cp ../Output/HTML/Standard/AdminSLA.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AdminService.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketClose.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketEmail.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketFreeText.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketNote.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketOverviewMedium.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketOverviewPreview.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketOwner.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketPending.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketPhone.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketPrint.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketPriority.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketResponsible.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/AgentTicketZoom.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/CustomerTicketPrint.dtl ../Output/HTML/JumpBox/
cp ../Output/HTML/Standard/CustomerTicketZoom.dtl ../Output/HTML/JumpBox/

OTRS JumpBox compatibility with OTRS::ITSM
Submitted by lennart.olsson on Sun, 04/13/2008 - 9:15pm.

I tried to "upgrade" OTRS to OTRS::ITSM, e.g. OTRS with some ITIL functions on top. That didn't work. After discussing the problem with OTRS, I finally got the following reply:

Quote:

------- Comment #5 from manuel.hecht at otrs.com 2008-04-12 13:38 -------
Hi Lennart

Yes, i can reproduce the problem now! :-)

I have tested the installation of OTRS::ITSM 1.0.6 on a JumpBox otrs-1.0.2
(with OTRS 2.2.6). But the "Need TypeID!" problem is NOT the only problem in a
Jumpbox. A lot of the ticket features added by the insallation of OTRS::ITSM
doesn't work!! The Jumbox system always uses the original OTRS files (without
the ITSM modifications). That's the cause of the problems.

But this is a Jumpbox problem (e.g. a file permission problem or somthing like
that)! We can't fix this problem! Sorry.

Best regards,
Manuel Hecht

sdfdsf

Submitted by sdfdsf (not verified) on Mon, 04/05/2010 - 10:27am.

Your submission has triggered the spam filter and will not be accepted

Hi Lennart, Could you confirm

Submitted by bjan on Mon, 03/08/2010 - 10:54am.

Hi Lennart,

Could you confirm that running the commands you described made ITSM work correctly; i.e. did they fix the TypeID problem?

Bruce

Thanks for your research on

Submitted by hexmap on Fri, 03/05/2010 - 7:02am.

Thanks for your research on this. We'll need to look at how this can best be handled, I'm opening a ticket on it now.

Best wishes, David