We are on K1100 v 5.5.x and would like to upgrade to 6.3, but have an issue upgrading to 6.0+ with our help desk.

The help desk was originally designed with two custom ticket rules to populate ticket fields.  One was location (HD_TICKET.CUSTOM_FIELD_VALUE1) and the other description (HD_TICKET.CUSTOM_FIELD_VALUE3).

Any time these ticket rules are enabled, or on tickets where they were enabled when the ticket was saved, 6.0+ gives a generic "KACE has encountered an error" message.  We've contacted support twice regarding this, and their reply was that 6.3 would fix "the bug causing this to happen."  Unfortunately, I cloned our VM and ran the 6.3 upgrade but this issue persists.  Support is still looking into it, but we're at almost two weeks with no resolution.

My next idea was to try to delete or clear the data in those fields using two custom ticket rules.  Our first attempt looked like this update SQL statement:


In this case, we were trying to test it out on a single ticket (16789).  We wrote an identical update statement targeting our description field as well, but that didn't work.  Our second attempt was:


Likewise, a sister update statement targeted the description field. In all cases, the ticket rule report said that the row was successfully updated, but tickets still open with errors.  

Does anyone have any suggestions or recommendations?  
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2 weeks for KACE support is nothing new.

It sounds more like it's a php issue than a sql issue. Unfortunately we don't get any visibility there so I think you're stuck waiting for KACE support.

If you have MySQL Workshop, query one of those tickets from your current 5.5 instance and one from your 6.0+ instance and see if there's any differences. Maybe the update shifts your columns around and what you think is CUSTOM_FIELD_VALUE1 is now 2 or 3. Also check the rules to make sure KACE didn't automatically change those. I know it auto changes HD_TICKET.HD_QUEUE_ID for example when you move tickets around.

Almost forgot...also make sure when you upgrade you do it version by version and test in between. Don't just go from 5.5 to 6.2 or 6.3
Answered 03/02/2015 by: h2opolo25
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