You need to setup de upgrade package... http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID =300 you cannot install the itsm 1.1 packages...( ITSMTicket-1.1.3.xml LinkObject2-1.1.3.xml ) use the 1.2 versions!!! when you use otrs 2.3 you have to install itsm 1.2 packages: http://mirror.globalcore.net/otrs/itsm/INSTALL-1.2.ITSM 2. Installation OTRS::ITSM 1.2 ------------------------------ a) Login to your OTRS 2.3 installation with admin permissions. c) Install the downloaded .opm packages in the following order via package manager: 1) GeneralCatalog 2) ITSMCore If your OTRS is able to connect to the internet, you can use now the online repository [--OTRS::ITSM 1.2 Master--] to install the following packages. If your OTRS is unable to connect to the internet, you need to install the following packages via package manager. Each of these packages is optional and there is no required installation order. -ITSMIncidentProblemManagement -ITSMConfigurationManagement -ITSMServiceLevelManagement -ImportExport Regards, Josy