#2169 Unable to assign routine change to agent

[Helmut Wolken]

Hello,

we are unable to assign routine change to an agent.
As you can see in the attachment, the pulldown menu for supervisor- and manager team are missing and without selecting a team, I can not select an agent.

There is a similar ticket (#2021) but that's for version 3.0.0 and we are on version
iTop version 3.0.2-1-9957 built on 2022-09-12 14:08:58

Any help on this issue would be appreciated

Regards
Helmut

[Jeffrey Bostoen]

Was it working before? Which PHP version are you using?

[Helmut Wolken]

We use PHP 8.0.28

root# php --version
PHP 8.0.28 (cli) (built: May 3 2023 06:32:16) ( NTS )
Copyright (c) The PHP Group
Zend Engine v4.0.28, Copyright (c) Zend Technologies

[Helmut Wolken]

We don't see that problem within our DEV environment which is still on PHP 7.2.24

itopusr@vl13010001:~$ php --version
PHP 7.2.24-0ubuntu0.18.04.17 (cli) (built: Feb 23 2023 13:29:25) ( NTS )
Copyright (c) 1997-2018 The PHP Group
Zend Engine v3.2.0, Copyright (c) 1998-2018 Zend Technologies
with Zend OPcache v7.2.24-0ubuntu0.18.04.17, Copyright (c) 1999-2018, by Zend Technologies

[Helmut Wolken]

For both installations PROD and DEV we use iTop 3.0.2

iTop Version 3.0.2-1-9957 compiliert am 2022-09-12 14:08:58

[Pierre Goiffon]

You are maybe experiencing a compatibility bug with PHP 8 that was solved in 3.0.3 ( N°5784 - PHP 8.0: Fix mandatory attribute not visible in transition form (eg. EmergencyChange) due to bad emptiness test)
Can you give this version a try ?

[Helmut Wolken]

I will check 3.0.3 but that will take a bit time. So far I found a workaround. In the definition of the flags for state "assigned" for class EmergencyChange and RoutineChange I found for supervisor_id <mandatory> AND <must_prompt> while there is just <mandatory> for supervisor_group_id. I add <must_prompt> to that attribut and got my pulldown menues back.</must_prompt></mandatory></must_prompt></mandatory>

[Pierre Goiffon]

Thanks for the feedback.
Seems like the bug I was pointed out is the one you're facing !
Keep us informed, thanks !

[Tonderai Chiruka]

I recently experienced the same issue on iTop version 2.7.10-12681 built on 2024-01-09 09:06:10, after moving my iTop instance from Debian 10 to Ubuntu 22.04 LTS, which had PHP version 8.

After downgrading PHP to version 7.4, I was able to assign agents to Routine Change and Emergency Changes. Here are the steps I followed for the downgrade:

Remove PHP 8:

sh

sudo apt-get remove --purge php8.*

Add the repository for PHP 7.4:

sh
sudo add-apt-repository ppa:ondrej/php
sudo apt-get update

Install PHP 7.4 and necessary extensions:

sh
sudo apt-get install php7.4
sudo apt-get install php7.4-gd php7.4-zip php7.4-dom php7.4-mysqli php7.4-simplexml php7.4-soap php7.4-ldap --fix-missing
sudo apt-get install php7.4-cli php7.4-fpm php7.4-mysql php7.4-xml php7.4-mbstring php7.4-curl --fix-missing

Set PHP 7.4 as the default version:

sh
sudo update-alternatives --set php /usr/bin/php7.4

Run the setup again to ensure proper changes:

sh
chmod 644 /var/www/html/conf/production/config-itop.php
Open your browser and navigate to https://your-itop-url/setup to complete the installation. Please ensure you have a backup of your current iTop installation before proceeding.