- itsm - OTRS mailing lists

[QUE] OTRS upgrade 2.0.4 -> >= 3.0.1, hitting the wall
by Daniel Roos 20 Feb '14

20 Feb '14

Dear list, I'm in the process of upgrading three rather old version of OTRS (2.0.x) to a newer one (3.0.x). The current setup has been initially setup in 2006 and took some custom modifications. The extend of modifications if (of course) today unknown. # Introduction In an initial attempt to see how far we can upgrade the current OTRS/database (2.0.x), I've duplicated the setup of one database and OTRS installation on a virtual machine and applied the update steps: Version 2.0 -> 2.1 -> 2.2 -> 2.3 -> 2.4 -> 3.0 -> 3.1 -> 3.2 I managed to get to version 3.1, but any upgrade higher failed during the database upgrade procedure. So we decided that 3.1 would suffice. The test scenario on a virtual machine has been done with the medium size database (30G) and took it's time. Another installation with a smaller database got a higher priority, so that's where I had to start. I've automated most of the steps that adjust to our environment and implement the code directly from the GIT repository. The version tags in the repository are used as version reference for the source files. Contrary to the test upgrade on the virtual machine, the upgrade fails at Version 2.3. During the upgrade procedure I see a lot of steps especially during the Database conversion, all referring to certain columns not being found. This got me thinking where the differences would be and I started digging. # Problem 1. Issue It seems that previous update script belonging to previous versions are being updated in later versions. Though the changes seem to marginal in this example, I must assume that this could affect the update scripts running. For example: Comparing the MySQL upgrade script to OTRS version 2.1 in version 2.1 and 2.1.3 shows differences: $ git diff rel-2_1_1..rel-2_1_3 scripts/DBUpdate-to-2.1.mysql.sql If this changed, I must assume other changes as well which could prevent me from upgrading. This requires more testing on my side in order to figure out which version of the script I actually should apply in order to get the update working. 2. Issue The database of the OTRS installation supposedly being upgraded first (v2.0.4), differs from the one created by a "fresh" installation of 2.0.4. I didn't have the time to go through all 2000 lines of the `git diff`-output, but most changes seem to be rather minor. Anyway: there are changes, which means the version we're running isn't the one that current default installation of 2.0.4 brings in. In the light of the customization changes of earlier days it is likely that there are changes in the database structure as well. # Question Is there a simple explanation why the upgrade fails other than possible database changes and an explanation I do not see? Is there anybody who has done a full upgrade from version 2.0.x to at least v3.x.x? Am I missing something important? # Alternatives I have some alternatives on how I can go on (for now): 1. Leaving the old installation behind and start filling a recent one from the beginng. 2. Testing if different DB upgrade scripts give different results. 3. Upgrading to one version, dropping the database structure, re-importing the standard structure of that version and importing the data again. 4. Hiring the OTRS support company to do the upgrades. # Technical Summary * OS: CentOS 6.5 (Web and DB Server) * MySQL: 5.1.69 * Databases: 20GB, 30GB, 500GB * OTRS, v2.0.4(2x), v2.0.5(1x) Please bother me with questions if there are any. Any pointing into any other direction where I might find a working upgrade at the end: appreciated. cheers, Daniel

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OTRS Custom Catalog Class doesnt appear
by Gus Hauptfleisch 09 Feb '14

09 Feb '14

Good Day, I am currently evaluating OTRS 3.2.13 for implementation to manage all our tickets and faults and all the ITSM related issues in the broadcast company I work at. I have ITSM core and all the other required modules installed to manage this functionality but am struggling with the way in which a Custom Catalog Class is displayed. One can add a Custom Class - but this doesnt appear as an additional class within the Admin>>Config items area. It does appear within the General Catalog (as per the attached screenshot). I would like to add a separate Custom Catalog Class not as a subclass of the ITSM::ConfigItem::Computer::Type according to all the mailing lists but as a separate Class Called ITSM::ConfigItem::Broadcast::Type with its own Config Items) So the question really is - how do I add Custom Catalog Classes AND make it appear in the General Catalog area? My System is OTRS 3.2.13 running on Server version: 5.5.34-0ubuntu0.12.04.1 Apache/2.2.22 (Ubuntu) MySQL client version: 5.5.34 PHP extension: mysqli Regards Gus Hauptfleisch Engineering Supervisor Timeline Television, Queen Elizabeth Olympic Park IBC, Waterden Road, Queen Elizabeth Olympic Park, Stratford, London, E15 2EE gus.hauptfleisch(a)timeline.tv<mailto:gus.hauptfleisch@timeline.tv> \ T: +44 208 221 6885 M: +44 7775 650 688

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How do I set the calendar timezone for India?
by Richard Cross 04 Feb '14

04 Feb '14

Hi, I’m using OTRS at a UK company, where we have an offshore support team in India. For their queue, I’m trying to create a calendar appropriate to their business hours; however OTRS will not let me set their timezone to UTC +5:30 as the drop-down list only contains hourly intervals. How do we create calendars for countries whose timezones are not a simple multiple of hours from GMT/UTC? Regards, Richard Cross.

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Cannot set Service or SLA in Activity Dialog (otrs 3.3.4)
by Alvaro Cordero 03 Feb '14

03 Feb '14

Hello, I have been working on some process and I have an activtiy where the user can update some fields (Category, priority, Service and SLA) but when we try to execute this activity we get an error that says "Permission denied on TicketID: 103226!" and says Cannot Set ServiceID on TicketID 103226 I do have all the permissions on the group. Has anyone go through this? Regards -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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New Response Template Not Working
by Brandon Minnix 09 Jan '14

09 Jan '14

Hello All, I am currently having an issue where my Response Templates are not being selected properly. I have created a new Response and attached it to the proper Queue. When I go to do a new response, the option exists and the URL that is displayed has a ResponseID=7 (Correct ResponseID according to the database) but the Text that gets entered is the text from ResponseID 1. Any Help would be GREATLY Appreciated. Thank you, Brandon Minnix

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Close ticket when change state is successful
by Asma Ali 18 Sep '13

18 Sep '13

Hi, Is it possible to close a linked ticket with Change automatically whenever change status is closed successful. thanks

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Auto-Create ticket and generate email to customer
by Brandon Minnix 16 Sep '13

16 Sep '13

Hello, I am currently working on getting our OTRS installation to create tickets from an inbound email. I have successfully set up the mail account and some filters and am able to have the ticket auto-created with the queue and customer assigned. There are 2 things that I would like to be able to do from this point but am not sure if it is possible. 1. Expand the amount of Filters and Headers that are able to be used (currently 4 each) 2. Once the ticket is created by the incoming email, auto-generate an email to the customer on record for that ticket with the information in the original email. We currently have it so that if a ticket is created as Email Ticket, then it will send an email to the customer, but this is only when we manually create the ticket, I have not been successful in making it send email to customer when generating the ticket from an email. Is this possible? Brandon Minnix System Engineer

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ITSM changes access rights
by Asma Ali 02 Sep '13

02 Sep '13

Hi, I have two test queues and each queue contain several ITSM changes linked with respective tickets. Some users have access to first queue and some to second queue. is it possible that users can only see changes of the queue where they have permission? e.g Queue 1st users can only see changes linked with tickets in this this queue and Queue 2nd users can only see changes linked with tickets in 2nd queue. Ideas will be highly appreciated.. thanks,

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(no subject)
by Asma Ali 02 Sep '13

02 Sep '13

Hi, I have two test queues and each queue contain several ITSM changes linked with respective tickets. Some users have access to first queue and some to second queue. is it possible that users can only see changes of the queue where they have permission? e.g Queue 1st users can only see changes linked with tickets in this this queue and Queue 2nd users can only see changes linked with tickets in 2nd queue. Ideas will be highly appreciated.. thanks,

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package verification
by Asma Ali 27 Aug '13

27 Aug '13

Hi, I did some modifications in ITSM Change Management Module but now i am getting error in systemlog that the following package is different. Is this a serious issue or I can ignore this error. thanks

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