June 2005 - otrs - OTRS mailing lists

RE: [otrs] Please need HELP...
by Peter van Beugen 15 Jun '05

15 Jun '05

OTRS upgrade 1.2.4 - 1.3.2 RedHat 9 Backing up the MySQL data should not be a problem: you can simply copy the complete MySQL OTRS data directory including all the data (.MYD files) to another directory. You should backup you data on a daily bases: make a cron job for the mysqldump command (see http://dev.mysql.com/doc/mysql/en/mysqldump.html) It's very easy and should not be a problem. I'm not a Linux expert, but this is simple and powerful. I assume you have downloaded the new 1.3.2 OTRS RH8 rpm. 1. stop all services ("service otrs stop") 2. backup everything (I did not need the backup files at all, but you never know....) : OTRS is in /opt/otrs. Copy the complete directory structure (I did this with Midnight Commander (mc) utility) to f.i. /otrs124 3. backup MySQL data (/var/lib/mysql/otrs/*.MYD files) 4. install the new RPM (rpm -ivh --force otrsxxxxxx.rpm) I had to use --force so all the old files were rewritten, when I didn't I got a lot of error messages) 5. update the database changes with: MySQL: cat /opt/otrs/scripts/DBUpdate-to-x.y.mysql.sql | mysql -p -f -u root otrs 6. execute (from /bin !!) /opt/otrs/bin/SetPermissions.sh otrs apache apache apache apache 7. I changed in /etc/sysconfig/otrs the OTRS_DB_RUNNING=1 to =0 because on RH the mysqld check does not work properly 8. restart the services: service httpd restart service mysql start service otrs start this did the job for me :-) regards, Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Philippe Roth Sent: woensdag 15 juni 2005 15:11 To: otrs(a)otrs.org Subject: [otrs] Please need HELP... Dear All, I sent this problem several times, but no answers.... Pleaaaase.... We need to know how to make an upgrade from a previous version too a more recent. We have installed version 1.3.1 and would like to make the upgrade to 1.3.2 (before version 2.0) We made works and we have a problem when making a queue a sub-queue of an other. The message shown is "Error: Need SystemAddressID! " Our server is under Fedora Core 2. We made backup of the database with # mysqldump --add-drop-table -u root -p otrs otrs-backup.bkp We would like to know what is the correct procedure to make a upgrade? Does anyone have any experience in this??? Please heeeellllppppp..... Many thanks in advance for some light, Philippe Roth _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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Please need HELP...
by Philippe Roth 15 Jun '05

15 Jun '05

Dear All, I sent this problem several times, but no answers.... Pleaaaase.... We need to know how to make an upgrade from a previous version too a more recent. We have installed version 1.3.1 and would like to make the upgrade to 1.3.2 (before version 2.0) We made works and we have a problem when making a queue a sub-queue of an other. The message shown is "Error: Need SystemAddressID! " Our server is under Fedora Core 2. We made backup of the database with # mysqldump --add-drop-table -u root -p otrs > otrs-backup.bkp We would like to know what is the correct procedure to make a upgrade? Does anyone have any experience in this??? Please heeeellllppppp..... Many thanks in advance for some light, Philippe Roth

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Pointers/Examples on customer integration
by Jeremy Blain 15 Jun '05

15 Jun '05

Hello all. We're looking to add otrs to an existing system, which contains large amounts of customer information. The customers all have a unique identifier, and I would like to be able to use that same identifier in otrs. Basically, I want to keep our existing customer data in our existing system, and offload the support/tickets/related stuff to otrs. Can someone point me in the right direction to do this? Writing a few modules/components to pull data from our existing system isn't an issue, I'm just looking for pointers of where to start. Thanks.

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Ticket number format
by Alvaro Lopez 15 Jun '05

15 Jun '05

Hi, all: Yes I'm again, When I'll see OTRS running in this enterprise........... Ok, now my boss want that Ticketnumber be with the following format Date+number. now format is Date+99+number. Number must be no more for three digits, yes, I know, it's 999 tickets........ but.... The Question is, how to remove this "99" from Date+99+number ????. Thanks. Alvaro. -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS C/ Francisca Delgado, 11, 3º Arroyo de la Vega 28108 Alcobendas (Madrid) Spain Tlf. (+034) 91-6574120 Fax. (+034) 91-6574130 e-mail. alopez(a)genetsis.com ---------------------------------------------------------- La información contenida en el presente correo electrónico es secreta y confidencial,y es de uso exclusivo del destinatario arriba indicado. Si usted no es el destinatario señalado, por favor, notifíquelo al remitente y borre este mensaje de su disco duro. Cualquier otro uso que haga del mismo está estrictamente prohibido.

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Fontcolor in Search Results
by Niels Kueck 14 Jun '05

14 Jun '05

Hi, I've got a question about searching for tickets. Why do I get most of the tickets with red fontcolor and some tickets with black fontcolor if I look at the search result. Thanks for help, Niels Kueck. -- Geschenkt: 3 Monate GMX ProMail gratis + 3 Ausgaben stern gratis ++ Jetzt anmelden & testen ++ http://www.gmx.net/de/go/promail ++

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Stats Admin and Customization
by Cogley, Rick 14 Jun '05

14 Jun '05

Hello Everyone - I understand that otrs 2.0 has the new stats module. How can I customize those reports - what files do I need to adjust to for example create other reports, say, on a per customer basis. If it is easy enough to do, I am happy to feed the results back into the community. Or, is this something that is more like full blown development rather than like lighter customization? Please advise. Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp <mailto:rick.cogley@esolia.co.jp> ) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] Procmail vs Postmaster Filters
by Cogley, Rick 14 Jun '05

14 Jun '05

Christian, thank you kindly for the answer clarifying the difference between the postmaster filter and procmail. For the information of the readers of this list, it looks like there are a couple of webmin modules to handle the web-based editing of the procmail config / recipe file, and related items like the setup of clam antivirus and spamassassin antispam filters, which work with procmail. Webmin is of course a gui that helps you handle your system admin tasks, but I have used neither of those modules, personally. At any rate, fyi. Cheers, Rick -----Original Message----- From: Christian Schoepplein [mailto:christian.schoepplein@otrs.de] Sent: Tuesday, June 14, 2005 9:10 PM The differences are, that - procmail might be more flexible and powerfullt then the PostMasterFilter - the setup of procmail rules isn't possible via the webinterface - all PostMasterFilter rules are stored in the OTRS database, the procmail rules are only availabel in the filesystem It isn't easy to say, what is better, it just depends on your needs. If you want to run OTRS on Windows, you havent procmail and so you have to use the PostMasterFilter. If you want to store all filter rules in a database it would be better, if you use the PostMasterFilter, because the rules are available after updates e.g. If you want to create very compley rules, that can not be create via the PostMasterFilter and the web interface, you should use procmail.

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Ticket Age
by Niels Kueck 14 Jun '05

14 Jun '05

Hi, we are using otrs for several weeks now and it works very fine. But I've got a question to the age of a ticket. I thought, that the ticket age is increasing as long as the ticket is open. If someone close the ticket the ticket age would be 'frozen'. That mean, if I look on a ticket from last month/ year the ticket age would give me an information how long the ticket was open in the otrs. But in my case, the ticket age is still increasing although the ticket state is 'closed succesfull/unsuccesfull'. What's wrong in our configuration or is this just a wrong understanding ? Thanks and regards, Niels Kück. -- Weitersagen: GMX DSL-Flatrates mit Tempo-Garantie! Ab 4,99 Euro/Monat: http://www.gmx.net/de/go/dsl

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change main admin email address?
by labtob 14 Jun '05

14 Jun '05

how do you change the main admin email address?

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Procmail vs Postmaster Filters
by Cogley, Rick 14 Jun '05

14 Jun '05

Hello Everyone - I'm wondering if anyone might kindly give a clear answer to this: What's the difference between using procmail to prefilter messages for the otrs user, and the web-interface-available postmaster filters? Another way of putting it is, what can't I do in the OTRS GUI that I can do only preprocessing with procmail, and, is this going to change with the upcoming release of 2.0 in August 2005? Your advice and assistance are appreciated. Thank you in advance. Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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