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centreon / centreon-open-tickets

Module dedicated to open case on various Ticket systems from Centreon UI
Apache License 2.0
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Problem Creating Ticket : The "Urgency" field doesn't show any value #130

Open RoberMB opened 4 years ago

RoberMB commented 4 years ago

Hello,

I'm using Centreon 20.04.0 and when I try to create a ticket in ServiceNow with "Open Tickets" module, one of the mandatory fields is always empty so I can't create the ticket.

The field which has the problem is "Urgency". I attach the screenshot to show you my problem.

screenshot_Open_Ticket_Urgency_Field_blank

Thanks, Have a nice day.

RoberMB commented 4 years ago

The problem continues but I have been able to disable the Urgency field so that it is no longer a required field. Once opened, it is filled automatically by calculating the value between the Impact and Severity values.

image

gwendalpraud commented 2 years ago

I know I answer this problem after a very long time but I think it could help someone. I had this problem before and the problem come from the urgency is not in the Incident table but in the Task table which Incident table inherit. So, I modified the file /usr/share/centreon/www/modules/centreon-open-tickets/providers/ServiceNow/ServiceNowProvider.class.php on line 704 before : $uri = '/api/now/table/sys_choice?sysparm_fields=value,label,inactive' . '&sysparm_query=nameSTARTSWITHincident%5EelementSTARTSWITHurgency'; after : $uri = '/api/now/table/sys_choice?sysparm_fields=value,label,inactive' . '&sysparm_query=nameSTARTSWITHtask%5EelementSTARTSWITHurgency';

And after that it works : image

Best regards Gwendal