September 2005 - otrs - OTRS mailing lists

Upgrade from 1.3 to 2.0.2
by Danie Theron 22 Sep '05

22 Sep '05

Hi , Been using otrs and it is quite impressive. I'm running a Debian (Ubuntu) system , and was wondering what the process is for upgrading to ver 2 , but on the download section I see it still refers to the otrs_2.0.1p01-1.Is this still a beta version? Will there be an actual release of a stable version (for Debian) for upgrading? My question is , can I go ahead and upgrade with the above mentioned package? , and if someone has any tips/pitfalls for upgrading on Debian that would be greaty appreciated :) -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Semi-succesfull upgrade from 1.1.3 to 2.0
by Grimes, David 22 Sep '05

22 Sep '05

Wasn't much to the actual upgrade itself. Just a matter of catching the db up to the latest set of tables. The kicker was reconfiging all the options, but I survived. Now I'm trying to play with some of the new options in particular the package manager thing. I love addon's! Addon's are cool! Seriously though I'd like to check out the calender and the some packages in the sirous directory have caught my eye. Unfortunately I get errros when trying to "update" the online repository from the admin interface. it refreshes as if nothing happened. in otrs log I get... [Thu Sep 22 03:43:36 2005][Error][Kernel::System::Package::_Download][1288] Can't get file from ftp://ftp.otrs.org/misc/packages/repository.xml <ftp://ftp.otrs.org/misc/packages/repository.xml> : 404 Can't chdir to misc [Thu Sep 22 03:50:33 2005][Error][Kernel::System::Package::_Download][1288] Can't get file from ftp://ftp.otrs.org/misc/packages/repository.xml <ftp://ftp.otrs.org/misc/packages/repository.xml> : 404 Can't chdir to misc I attempted to configure some other urls through sysconfig but I couldn't figure out the right syntax I got close as these errors pointed out.... [Thu Sep 22 00:56:05 2005][Error][Kernel::System::Package::_Download][1288] Can't get file from ftp.otrs.org/pub/otrs/sirios/packages/otrs.xml <ftp://ftp.otrs.org/pub/otrs/sirios/packages/otrs.xml> : 400 URL must be absolute I then gave and pulled the opm's locally but then I got [Error][Kernel::System::Package::PackageInstall][465] Sorry, can't install package, because package is not for your Framework!! On all the packages that I tried.... Using opm.pl nets met the same framework error msg... however i used -f and installed the SystemStatus and it went fine.... I won't assume that will be the case on all packages. Any thoughts? Thanks for the great update lots of new features! I'm still looking for an easy way to set up a page/sms on high priority tickets...... Thanks!

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HowTo: make customer receive email if I post a note
by Juris Smits 21 Sep '05

21 Sep '05

Hello, I am looking for a way to accomplish following thing that I add a note to existing ticket and customer will receive a notification about it in his/her mailbox. Is that possible? I have tried with note-external, but in that case customer does not get email and can see the note only through customer interface. Thanks in advance, Juris

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RE: [otrs] Migrating from OTRS 1 to OTRS2
by Are Hoel 21 Sep '05

21 Sep '05

I recently did an upgrade from 1.2.2 to 2.0.2 and simply using that script is not enough. I found several changes that did not get done, and I fixed those manually. The best way to approach this would be to compare the old schema with the new one and do all the changes, but check that update sql file as they do some table alterations in a special way (alter table, update data then alter again). The way I did it (not the best way) was to use the old database run the update script and use the web interface to weed out initial differences by clicking some links. Then I ran PostMasterPOP3.pl manually and found some bugs. I think we still have som table alterations to finnish off, but it works now. :) Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Bryan Fullerton > Sent: 20. september 2005 21:51 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Migrating from OTRS 1 to OTRS2 > > On 9/20/05, Braun Brelin <bbrelin(a)gmail.com> wrote: > > > > Is there a preferred method for migrating the MySQL db to > the new instance > > of OTRS? > > Yes, it is preferred that you read the UPGRADING file in the OTRS > package, which was specifically written to assist with upgrading from > 1.3 to 2.x (if you're upgrading from 1.2 or earlier there will be > other steps required). > > It includes: > ===== > *) Update the database changes with: > MySQL: > cat $OTRS_HOME/scripts/DBUpdate-to-2.0.mysql.sql | mysql -p -f > -u root otrs > PostgreSQL: > cat $OTRS_HOME/scripts/DBUpdate-to-2.0.postgresql.sql | > psql otrs > ===== > > Change the mysql command line options as required for your setup. > > Bryan > _______________________________________________ > 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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PostMaster Filtering
by Danie Theron 21 Sep '05

21 Sep '05

Hi , Can one setup a filtering rule to assign "spam" messages into a spam queue as well as set the Ignore flag on. Basically we want to put all spam related messages (lets's say with subject "free etc etc")into a spam queue and not recieve any notification on it. I presume the easiest way is to not assign any group/user to that spesific queue? Hope that made sense... -- Regards , @-----------------------------@ | Danie Theron | | Systems Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Please Help Me
by Nicaury Benitez Cortorreal 21 Sep '05

21 Sep '05

Hello I install OTRS 2.0.2 on RED Hat BOx from RPM and i have this error: make new tickets from customer.pl Software error: Can't write /opt/otrs/var/log/TicketCounter.log: at /opt/otrs//Kernel/System/Ticket/Number/DateChecksum.pm line 89. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. look that : otrs/bin/./SetPermissions.sh /opt/otrs apache apache apache SetPermissions.sh <$Revision: 1.27 $> - set OTRS file permissions Copyright (c) 2001-2004 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R apache:apache /opt/otrs chmod -R og+rw /opt/otrs chown apache:apache /opt/otrs chown apache:apache /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown apache:apache /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown apache:apache /opt/otrs/.mailfilter chmod 0600 /opt/otrs/.mailfilter chown -R apache:apache /opt/otrs/var/ chown -R apache:apache /opt/otrs/var/sessions/ touch && chown apache:apache /opt/otrs/var/log/TicketCounter.log chmod -R 775 /opt/otrs/bin/ (chown && chmod 700) apache:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) apache:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) apache:0 /opt/otrs/bin/otrs.getConfig And now look [root@networks opt]# ls -la total 13268 drwxr-xr-x 3 root root 4096 Sep 18 16:13 . drwxr-xr-x 25 root root 4096 Sep 19 09:05 .. drwxrwxr-x 7 apache apache 4096 Sep 18 16:13 otrs [root@networks log]# ls -la total 20 drwxrwsr-x 2 apache apache 4096 Sep 18 16:13 . drwxrwxr-x 10 apache apache 4096 Sep 18 16:13 .. -rw-rw-r-- 1 apache apache 0 Sep 21 09:09 TicketCounter.log uhmmmm ????? 1.-http://localhost/otrs/index.pl?Action=AdminPackageManager Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. 2.-http://localhost/otrs/index.pl?Action=AdminSysConfig Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! oohhh god help me please my webgroup is apache help me help me please Nbenitez

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Delete mail after fatching
by Are Hoel 21 Sep '05

21 Sep '05

We use OTRS v2.0.2 and have a problem with mail. PostMasterPOP3.pl is used to fetch mail from an exchange server. Some times this just flakes out with different errors. The current problem is "Use of uninitialized value in division (/) at ./bin/PostMasterPOP3.pl line 181." followed by "Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 45." when running manually. The biggest problem is that the script does'nt delete each mail after processing, but waits until it reaches it's limit and then fetches mails double. How can we avoid this? Best regards Are Hoel Systems Administrator Telio AS - www.telio.no

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datetime
by Yalcin ERDEM 21 Sep '05

21 Sep '05

Hi, I have OTRS 2.0.1 version. I have configured Otrs ; default Charset>>iso-8859-9 Deafult Lnaguage>>tr(turkish) But after I configured these options, I take an error >>>" DateFormat needs to be translated! " on my ticket's "created" tab. So, I cant see my tickets creeated date. How can I resolve this issue? Thanks.

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LDAP question
by Luca Tebaldi 21 Sep '05

21 Sep '05

hi, hi have a problem with ldap customer autentication the ldap server is openldap hi have just installed net::ldap hi have copy the code into Config.pm but not run :( when i go into admin intervace and search a customer i have only database backend... some idea??? thanck's a lot Luca --

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"Customer Users <-> Groups" mapping with external Customer User Backend DB
by Roberto Giana 20 Sep '05

20 Sep '05

Hi Has anybody a working OTRS configuration with an external Customer User Backend DB, meanwhile also using "Customer Users <-> Groups" mapping? -- Best regards Roberto Giana _____________________________________________________ Giana Roberto Consulting - GiaRoCo https://www.giaroco.ch/ _____________________________________________________

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