Forum GLPI-Project

aliecom

Member

Registered: 2018-11-28

Posts: 3

Ticket categories not visible anymore in Setup dropdown page

Hi all !

We're running a 9.3.2 version of GLPI (recently upgraded).
When going to the Setup menu page, we can see all the dropdowns entries. In the Assistance part, clicking the "Ticket categories" link send us to the related page but no category is diplayed.

I've already checked the following points:
- we've always been able to manage ticket categories from this menu
- we do have all our categories well defined in the database, correctly configured
- ticket categories are correctly working when used in the ticket
- user's profile grants in its Setup part all permissions on the Entity dropdowns "ticket categories"
- all other dropdowns, such as task categories, solution types, etc. are displayed correctly

It sounds like a display issue located specifically on the Setup\Ticket categories page.

Anyone got any idea please ? that would be very helpful.

Thanks guys,

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Ticket categories not visible anymore in Setup dropdown page

Look at your database if glpi_itilcategories is not indicated as crashed

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

aliecom

Member

Registered: 2018-11-28

Posts: 3

Re: Ticket categories not visible anymore in Setup dropdown page

Hi,

Thanks for the reply.

Below the checks made on the table and database :

CHECK TABLE `glpi_itilcategories`

Table     Op     Msg_type     Msg_text    
glpi.glpi_itilcategories     check     status     OK

ANALYZE TABLE `glpi_itilcategories`

Table     Op     Msg_type     Msg_text    
glpi.glpi_itilcategories     analyze     status     OK

SHOW TABLE STATUS FROM glpi => all tables are fine, no "crashed" in comments column, all table with InnoDB db engine set.

Any other idea ?

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Ticket categories not visible anymore in Setup dropdown page

Categories are created by entity.
Are you on an entity where category was created?
If you are in a sub-entity, is your category created recursively?

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

aliecom

Member

Registered: 2018-11-28

Posts: 3

Re: Ticket categories not visible anymore in Setup dropdown page

Hello,

Je vais parler en français, cela sera peut être plus simple

Aucune catégorie n'est visible dans le menu "Ticket categories", que cela soit au niveau root entity ou d'une entité elle-même; j'ai vérifié les 2 cas.
La pluspart des catégories ont été créées au niveau root + l'attribut récursif. Seulement quelques unes ont été créées au niveau de certaines entités.

C'est vraiment incompréhensible...

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Ticket categories not visible anymore in Setup dropdown page

Oui le français sera plus simple pour moi aussi.

Premièrement, les catégories de ticket sont gérées par un droit. Donc avez-vous bien ce droit dans votre profil ?
Est-ce uniquement dans Configuration > Intitulés > Catégorie de tickets que la liste est vide ? Voyez-vous les catégories de tickets dans la liste déroulante d'un ticket ?

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)