#1265 After install Enhanced Customer Portal (1.0.0) cannot see the Request Templates when creating Tickets in the Portal

[Manuel Gallo]

Dear ITOP Team,

I've found an issue when i've installed the Enhanced Customer Portal (1.0.0). The problem is that all the request template that i was able to complete when i created a ticket in the portal, with the new GUI does not appear. Can you help me with this issue. For example, one of the request templates for a Sub-Service is to mandatory complete the server, and when i create a new request for that subservice in the portal with the new GUI does not ask for Server field.

Thanks
Manuel

[Guillaume Lajarige]

Hi Manuel,

Could you go to the console, then click on "About iTop" (which is in the "Log off" / "Preferences" menu), then open the "Support information" box at the bottom and paste us its content ?

Thanks,
Guillaume

[Diego Hernan Marciano]

Hi dears,
I work with manuel, this is the support informacion:

===== begin =====
iTopVersion: 2.3.0-beta
iTopBuild: 2777
iTopBuildDate: 2016-05-26 17:05:13
DataModelVersion: 2.3.0
MySQLVersion: 5.5.49-0+deb8u1
PHPVersion: 5.6.20-0+deb8u1
OSVersion: Linux
WebServerVersion: Apache/2.4.10 (Debian)
PHPModules: Core, date, ereg, libxml, openssl, pcre, zlib, bcmath, bz2, calendar, ctype, dba, dom, hash, fileinfo, filter, ftp, gettext, SPL, iconv, mbstring, session, posix, Reflection, standard, shmop, SimpleXML, soap, sockets, Phar, exif, sysvmsg, sysvsem, sysvshm, tokenizer, wddx, xml, xmlreader, xmlwriter, zip, apache2handler, PDO, gd, imap, json, ldap, mcrypt, mysql, mysqli, pdo_mysql, readline, mhash, Zend OPcache
ItopSetting/cron_max_execution_time: 240
ItopSetting/timezone: America/Argentina/Buenos_Aires
PHPSetting/memory_limit: 128M
PHPSetting/max_execution_time: 30
PHPSetting/upload_max_filesize: 20M
PHPSetting/post_max_size: 26M
MySQLSetting/max_allowed_packet: 27262976
MySQLSetting/key_buffer_size: 16777216
MySQLSetting/query_cache_size: 16777216
MySQLStatus/Key_read_requests: 9308
MySQLStatus/Key_reads: 1
InstallDate: 2016-06-21 13:55:28
InstallPath: /var/www/html/itop/
InstalledModule/approval-base: 2.2.6
InstalledModule/authent-external: 2.2.0
InstalledModule/authent-ldap: 2.2.0
InstalledModule/authent-local: 2.2.0
InstalledModule/combodo-autoclose-ticket: 1.0.0
InstalledModule/combodo-email-synchro: 1.0.0
InstalledModule/itop-attachments: 2.3.0
InstalledModule/itop-backup: 2.2.0
InstalledModule/itop-collector-vsphere: 1.0.3
InstalledModule/itop-config-mgmt: 2.3.0
InstalledModule/itop-config: 1.0.2
InstalledModule/itop-datacenter-mgmt: 2.2.0
InstalledModule/itop-endusers-devices: 2.2.0
InstalledModule/itop-object-copier: 1.1.3
InstalledModule/itop-portal-base: 1.0.0
InstalledModule/itop-portal: 1.0.0
InstalledModule/itop-profiles-itil: 2.3.0
InstalledModule/itop-sla-computation: 1.0.0
InstalledModule/itop-stencils: 1.0.6
InstalledModule/itop-storage-mgmt: 2.2.0
InstalledModule/itop-tickets: 2.3.0
InstalledModule/itop-virtualization-mgmt: 2.2.0
InstalledModule/itop-welcome-itil: 2.2.0
InstalledModule/templates-base: 2.1.4
InstalledModule/baseit-customlogos: 1.0.0
InstalledModule/customer-survey: 2.2.0
InstalledModule/dbcluster-ci: 1.0.0
InstalledModule/itop-bridge-virtualization-storage: 2.3.0
InstalledModule/itop-change-mgmt-itil: 2.3.0
InstalledModule/itop-incident-mgmt-itil: 2.3.0
InstalledModule/itop-knownerror-mgmt: 2.3.0
InstalledModule/itop-problem-mgmt: 2.3.0
InstalledModule/itop-request-mgmt-itil: 2.3.0
InstalledModule/itop-service-mgmt-provider: 2.3.0
InstalledModule/itop-synchro-dashboard: 1.0.0
InstalledModule/baseit-welcomescreen: 1.0.0
InstalledModule/combodo-approval-light: 1.0.3
InstalledModule/combodo-sla-computation: 2.1.6
InstalledModule/itop-full-itil: 1.0.0
InstalledModule/itop-request-template: 1.0.1
InstalledModule/combodo-coverage-windows-computation: 2.0.2
===== end =====

[Guillaume Lajarige]

Hi,

Thank you for the feedback. Unfortunately, the itop-request-template module you have is not yet compatible with the new portal. It should be available on our wiki by early autumn.

If you wish to downgrade the portal to the legacy version in order to get back the request template, you will need to alter the database with the following query :

delete from priv_module_install where name = 'itop-portal';

Then run the setup again as an "upgrade" and make sure that the "Enhanced portal" option is unchecked. You should then have the legacy portal back.

Hope it helps,
Regards,

Guillaume

[Cristina Neagu]

Hello, can you please tell me if the new request template extension will be available any time soon?

[Vincent @ Combodo]

The Request Template extension compatible with the Enhanced Portal was released 8 months ago, so lets close this ticket