February 2010 - otrs - OTRS mailing lists

how to upgrade the OTRS 2.4.5 to 2.4.6
by ramana 26 Feb '10

26 Feb '10

Hi Every One, Can any one help mo how to upgrade the OTRS 2.4.5 to 2.4.6 version kindly provide me the procedure how upgrade. I am using Linux Fedora 11. Thanks & Regards, Ramana

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Re: [otrs] otrs2
by Michiel Beijen 25 Feb '10

25 Feb '10

Probably the easiest way to set the password is NOT via the database as the database stores the password in a hashed format; but to use the otrs.SetPassword script you'll find in otrs/bin. On 25 Feb 2010 18:26, "Leonardo Certuche" <leonardo.certuche(a)itcon-ltda.com> wrote: Of course you can! Run the following query, then try to connect using user root@localhost and password root UPDATE users SET pw='roK20XGbWEsSM' WHERE id=1 Leonardo Certuche On Thu, Feb 25, 2010 at 11:30 AM, Andrew Meyer <AMeyer(a)precisionpractice.com> wrote: > > I just t... --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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migrating OTRS
by Andrew Meyer 25 Feb '10

25 Feb '10

I have a custom install of OTRS 2.2.5 and I want migrate all the data to a new OTRS 2.2.7, what is the easiest way to go about this? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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JS fuction to validade if a FreeTExtField is numeric
by João Zorro 25 Feb '10

25 Feb '10

Hi all, The scenarios is this, I have a freeTextField which needs to be a number, can anyone help me to write a Javasscript function to do this? My problem is not how to write the function, it is how do I get the freetextfiel value. Thanks in advance, João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAB64A.F06841C0]

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themes and freefields
by Martignier, Philippe 25 Feb '10

25 Feb '10

Hi there, I use OTRS for different departements, each department have their own freefields, ... that situation is getting messy as every department can see all freefields. Do you think that I can create one theme per department and then remove the non used freefields (meaning the ones of other dpt) ? Thanks for the confirmation Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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TIP : Max File Upload Size
by Justin Noel 25 Feb '10

25 Feb '10

I was running into a problem where uploading attachments to a ticket failed. Instead of getting a warning after waiting for the upload, the page would just refresh and the attachment would not be there. I thought updating the WebMaxFileUpload setting in Config Options: Framework -> Core::Web would solve the problem. It did not. I finally found this warning in the Apache error log file : ERROR: OTRS-CGI-99 Perl: 5.8.8 OS: linux Time: Tue Feb 23 13:46:31 2010 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)' The final fix is that the max_allowed_packet in your MySQL my.cnf file must ALSO be set to whatever you want the max upload size to be. Here is my sample : max_allowed_packet = 16M Hopefully this tip will help someone else. I found several people asking this question with responses like "This has been answered many times before...." . Well, I never found an answer. Justin Noel http://www.calendee.com

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otrs2
by Andrew Meyer 25 Feb '10

25 Feb '10

I am in the process of migrating OTRS from our current server to a Virtual server. Unfortunately I'm having problems logging in, this is a Debian (latest) install. When I try to login as root@localhost / password it tells me it's incorrect. I can't login to mysql, but I can get to phpmyadmin to change the password. What table do I need to change the root@localhost password in? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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backing up otrs 2.4.3
by Michael Mitchell 25 Feb '10

25 Feb '10

I have created a new server installing otrs 2.4.6 on a windows 2003 server box using mysql 5.0 now I have another server running version 2.4.3 which is currently our production box I want to backup the production box, what are the steps in backing up the database this is my 1st time doing so any help would be greatly appreciated. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com<mailto:mmitchell@6ave.com> 973-564-7780 (External) 973-924-2900 (Internal) NOTICE: This email and any attachments are intended only for the named recipient(s), and may include confidential, proprietary or legally privileged information. If you are not the named recipient, you are not authorized to copy, print, share, save or rely upon this email or any attachments; instead please notify the sender by reply and immediately destroy this email and any attachments.

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can't find cron job example file in /var/cron
by Gregory Heffron 25 Feb '10

25 Feb '10

The OTRS manual says: If you want to fetch your mail automatically every ten minutes, you can use a cron job and the example entries that are available in the file var/cron/postmaster_mailbox.dist. When I navigate to that directory, these are the files I see: /opt/otrs/var/cron # l total 40 -rw-rw-r-- 1 otrs apache 426 Jan 11 06:08 aaa_base -rw-rw-r-- 1 otrs apache 562 Jan 11 06:08 fetchmail -rw-rw-r-- 1 otrs apache 676 Jan 11 06:08 generic_agent -rw-rw-r-- 1 otrs apache 505 Jan 11 06:08 generic_agent-database -rw-rw-r-- 1 otrs apache 485 Jan 11 06:08 pending_jobs -rw-rw-r-- 1 otrs apache 630 Jan 11 06:08 postmaster -rw-rw-r-- 1 otrs apache 501 Jan 11 06:08 postmaster_mailbox -rw-rw-r-- 1 otrs apache 481 Jan 11 06:08 rebuild_ticket_index -rw-rw-r-- 1 otrs apache 504 Jan 11 06:08 session -rw-rw-r-- 1 otrs apache 488 Jan 11 06:08 unlock Hence, there's no files with the .dist suffix at all. When I search, I find nothing on the server: /opt/otrs/.fetchmailrc.dist /opt/otrs/.mailfilter.dist /opt/otrs/.procmailrc.dist /opt/otrs/Kernel/Config.pm.dist /opt/otrs/Kernel/Config/GenericAgent.pm.dist Any ideas of how I can get ahold of the cron job for checking mail? Thanks, Greg -- Lead - IT Support Shambhala.org ShambhalaTimes.org Center Template Websites

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Error After Installation
by Darshak Modi 25 Feb '10

25 Feb '10

I have installed OTRS for windows. Its installed successfully. But when I try to access web it give following errors. Error: Access denied for user 'otrs'@'localhost' (using password: YES) In Apache logs it shows [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] index.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 14:39:02 2010 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Traceback (3676): [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:12 2010] [error] [client 192.168.9.171] File does not exist: D:/Program Files/OTRS/Apache/htdocs/otrs [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] customer.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 14:42:53 2010 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Traceback (5312): [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 144 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] index.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 15:20:03 2010 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Traceback (2848): [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Warm Regards, Darshak Modi Elitecore Technologies Ltd +91 9909008245

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