1

Hi all,

I searched the 6.0 forum & didn’t find anything & also bounced my SW server a few times… cleared the browser cache, etc… but i just discovered that my ticket rules aren’t running properly, and when trying to access them, I get the “Loading” popup page, but it never loads the screen showing all my ticket rules. is there anything I can do? or is this a known issue? or should I just wait for Beta 4 to drop?

2 Spice ups
2

This a known issue with earlier versions of 6.0, but it should have been fixed in Beta III.

Did you upgrade to Beta III from 5.3, or from another beta version of 6.0? It’s possible that during Beta I or II your ticket rules were corrupted, and upgrading to Beta III will still have the issue. If you upgraded from an old Beta, you will need to restore from a clean copy of your 5.3 DB. If you don’t have a backup, then I can try to walk you through a manual process to fix your ticket rules.

If you followed the Beta instructions and upgraded from 5.3 directly, let us know because this may be an issue that we are unaware of.

Sorry for the trouble.

3

I went from a clean backup of 5.3 to 6.0 B1 originally, and have upgraded with each beta so far.

4

Unfortunately, that’s going to mean that your ticket rules are corrupted. If you still have a clean copy of your 5.3 data, I would recommend uninstalling the Beta and then reinstalling using that DB. If you don’t have access to that data anymore, then I can try to help you manually fix your data.

Sorry that you’re having issues. In the future, we recommend starting with fresh data for each new Beta version. From the Test Plan :

For each new alpha or beta build start with fresh data: Using a fresh copy of your 5.3 data is beneficial to the alpha and beta testing program because it represents a normal upgrade from 5.3 and will help us detect any migration problems that might not occur when upgrading test builds. Also, bugs in previous alpha and beta builds can affect the current state of your data.

5

I guess it’s not a big deal since I only really used one rule, but will the issue persist after 6.0 release if I stay as-is? I upgraded to Beta IV yesterday

6

Yes the issue will likely persist and that is the reason why spcieworks says do not upgrade your production install to a beta as things change and can break allong the way. Also the betas are not made to upgrade between betas (like people found the issue with the upgrade between beta 1 and beta 2).

1 Spice up
7

I also learned this lesson the hard way. Another great lesson to learn is: Read the documentation and do what it says, something I avoided the first time I tested an SW beta, and that was the last time. :slight_smile:

8

Yes, they are both correct. Since your Ticket Rules plugin data is now corrupted, it will remain corrupted forever. If you only had one rule, you can destroy the plugin and reinstall it, or you can keep it and fix the data by hand. If you want to do this, PM me and I can try to walk you through it.

If you upgraded your production install, these are your only options. If you still have a clean DB from 5.3, then I would uninstall and reinstall using the clean data.