March 2012 - otrs - OTRS mailing lists

Re: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl
by Guido Eli 16 Mar '12

16 Mar '12

Thanks Marco, unfortunately it was not successfully. Maybe because some items are grayed out and can't be removed. As a second try I replaced the "die" in the script with a "print" and the migration finished - just with 4 error messages. After starting the system I got lots of other error messages. I assume an issue in my OS/perl/MySQL. What ever - I installed a new machine from scratch and the migration works without issues :-)) Guido ------------------------------------------------------------------------ *From:* Marco Ferreira *Sent:* Mittwoch, 14. März 2012 10:54 *To:* otrs(a)treofan.com; User questions and discussionsabout OTRS. *Subject:* Re: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl Hi, Do you need change your configuration by web interface, following this steps. - Login with admin . Go to admin tab - Click in Menu Sysconfig - In the search box, search for ArticleFreeText1 ( in you case search for TicketFreeTime1) - Select the item with name Core::ArticleFreeText - Disable all options that you have enable. - save and logout - restart your migration :) Regard and I hope this help you Marco -----Original Message----- *From*: Guido Eli <otrs(a)treofan.com <mailto:Guido%20Eli%20%3cotrs@treofan.com%3e>> *Reply-to*: "otrs(a)treofan.com" <otrs(a)treofan.com>, User questions and discussions about OTRS. <otrs(a)otrs.org> *To*: otrs(a)otrs.org <otrs(a)otrs.org <mailto:%22otrs@otrs.org%22%20%3cotrs@otrs.org%3e>> *Subject*: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl *Date*: Wed, 14 Mar 2012 09:41:13 +0000 Hello all, I try to upgrade my otrs from version 3.0.11 to the new version 3.1.2 and I have the error below when I execute the perl script scripts/DBUpdate-to-3.1.pl ################################################################################################################## .... ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Tue Mar 13 22:44:56 2012 Message: Need Label! Traceback (9299): Module: Kernel::System::DynamicField::DynamicFieldUpdate (v1.50) Line: 378 Module: main::_MigrateFreeFieldsConfiguration (v1.74) Line: 1186 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 139 Could not migrate configuration for dynamic field: TicketFreeTime1 at scripts/DBUpdate-to-3.1.pl line 1194. Step 9 of 23: Migrate free fields configuration... ################################################################################################################## I do not use the TicketFreeTime fields, so they should be NULL. Has someone already had this problem ? Kind Regards Guido

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Changing the prefix of the Response Subject
by Wagner 16 Mar '12

16 Mar '12

Hello, When otrs replies a ticket, it adds to the subject of the e-mail the prefix "RE:" can I change it to"RES:"? cause my mail client uses the prefix RES so it thinks it´s a different email, and when I reply it, it puts this prefix and opens a new ticket, Thanks

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System Performance when querying CIs with large number of relations OTRS 2.4.9
by Alvaro Cordero 15 Mar '12

15 Mar '12

Hello All, We have implemented a CMDB in OTRS 2.4.9 and there are few CIs that are related a large amount of other CIs, but when someone tries to see one of those, the system gets extremely slow and eventually times out. When the request is responded it some times takes more than 5 minutes to display the list of all relations. We have analyzed the behaviour and noticed that it seems related to the missing pagination of the display for the CI information. Have anyone had this same issue, have any one found a workaround. It seems that apache tries to load all the CI info into memory before displaying the object and since there is no pagination it has to build the entire object before. System is Virtual Machine with 4 CPUs and 4 GB of RAM running CentOS 5.6. Ideas will be apreciated. Best Regards. -- ___________________________ Alvaro Cordero Retana

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Data migration error 3.0.9 to 3.1.2
by Sune T. Tougaard 15 Mar '12

15 Mar '12

Hi guys, Currently running through a test-upgrade from 3.0.9 to 3.1.2 I'm pretty sure i already did a test from 3.0.9 to 3.1.1 without this issue. The first database upgrade script runs through as supposed to. The perl data migration script then gives me this: ... Verified ticket 13900 of 15257 (with Free fields data). A field was not correctly migrated: Field ID 2 Ticket ID 211005 Found DynamicField value 'P??SKEBRYG', expected 'P´┐¢´┐¢SKEBRYG'! ... And later: ... Ticket or article data was not successfully migrated! DO NOT CONTINUE THE UPGRADING PROCESS UNTIL THIS ISSUE IS FIXED, OTHERWISE YOU MAY LOSE DATA! Died at E:/OTRS/OTRS/scripts/DBUpdate-to-3.1.pl line 134. My best guess is that the value should actually be "PÅÅSKEBRYG" (danish name for a beer around easter :-) ) I'm not sure what to do here, other than go into the database and change it, but i don't know exactly where to look. What would my next steps be? Start over but fix the entry first? Fix the entry and then run the script again? Any and all input will be much appreciated. Thanks. -- /Sune T.

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unique service for queues
by DM_Julio Angulo 15 Mar '12

15 Mar '12

how I can create specific services for different queues Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

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3.12 master/slave tickets
by Robert Butler 14 Mar '12

14 Mar '12

Is master/slave ticket functionality available in 3.12? I have it installed and do not see the "slave" link type that the Admin Manual advertises. Nor do I see any config items regarding this. Nor is a plugin available. Is this just not implemented yet? All the best and thanks so much for all the hard work! -Bob

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Decision Result values
by Juan Manuel Clavero Almirón 14 Mar '12

14 Mar '12

Hi all, we don’t need so many options in Decision Result and we’d like to have them changed. Is it safe to remove options and translate them? Is there any logic that needs the options to be named as they are now? We are using OTRS:ITSM 3.0.5 and we are not planning to update to 3.1 anytime soon Thank you Juan Clavero Almirón

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"group ro" and the admin module
by cyrille 13 Mar '12

13 Mar '12

Hi all, Do the "group ro" fields in Frontend::Admin::ModuleRegistration work at all? Or Am I missing something? For example, I've set the "group ro" field to "users" in Frontend::Module###AdminUser, and, while setting it so does allow users to see the "Agents" entry, it also allow them to change agents (as if they would have rw access). I couldn't figure out yet how to give them ro access only. Is it possible to only give read-only access to admin modules? Best regards, Cyrille Bollu

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iphone handler 1.0.91
by Marco Vannini 13 Mar '12

13 Mar '12

Hi all, I'm trying the iphone handler on a 3.1.2 with the 2 appl available on Google Play (DS HelpDesk and MegaTicket) but I'm getting errors like: on phone No access to 'iPhoneObject'! and on error_log ERROR: OTRS-iPhoneHandle-10 Perl: 5.10.1 OS: linux Time: Mon Mar 12 12:29:52 2012 Message: No access to 'iPhoneObject'! Traceback (8719): Module: Core::Dispatch (unknown version) Line: 202 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_json_2epl::handler (unknown version) Line: 61 Module: (eval) (v1.18) Line: 204 Module: ModPerl::RegistryCooker::run (v1.18) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.18) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 beeing the first time I'm trying to use this module I would just like to know if it's a my error or it is not yet usable with this apps (if anyone knows this) or else. Thank you in advance. Marco Vannini

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iphone handler 1.0.91 (1.1.0 beta)
by Luca Domenella 13 Mar '12

13 Mar '12

Hi all, i tried to install the iphone handler, seem to be without any problem, but looking on the system log of otrs I see: No such package: iphonehadle-1.0.91! >From the apache error_log: Notice: Install /opt/otrs/bin/cgi-bin/json.pl (755)! Notice: Install /opt/otrs/Kernel/Config/Files/iPhone_Deprecated.xml (644)! Notice: Install /opt/otrs/Kernel/Config/Files/iPhone.xml (644)! Notice: Create Directory /opt/otrs/Kernel/System/DynamicField/iPhone! Notice: Create Directory /opt/otrs/Kernel/System/DynamicField/iPhone/Backend! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Checkbox.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Date.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/DateTime.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Dropdown.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Multiselect.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Text.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/TextArea.pm (644)! Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/iPhoneBackend.pm (644)! Notice: Install /opt/otrs/var/packagesetup/iPhoneHandle.pm (644)! Notice: Install /opt/otrs/Kernel/System/iPhone.pm (644)! Notice: Install /opt/otrs/doc/en/iPhoneHandle.pdf (644)! Code: # define function name my $FunctionName = 'CodeInstall'; # create the package name my $CodeModule = 'var::packagesetup::' . $Param{Structure}->{Name}->{Content}; # load the module if ( $Self->{MainObject}->Require($CodeModule) ) { # create new instance my $CodeObject = $CodeModule->new( %{$Self} ); if ($CodeObject) { # start method if ( !$CodeObject->$FunctionName(%{$Self}) ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Could not call method $FunctionName() on $CodeModule.pm." ); } } # error handling else { $Self->{LogObject}->Log( Priority => 'error', Message => "Could not call method new() on $CodeModule.pm." ); } } [Mon Mar 12 13:05:42 2012] en_ITSMConfigItem.pm: Subroutine Data redefined at /opt/otrs//Kernel/Language/en_ITSMConfigItem.pm line 20. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine new redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 85. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeInstall redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 139. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeReinstall redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 155. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeUpgrade redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 172. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeUninstall redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 189. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _UpdateReleaseFile redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 205. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _RemoveReleaseFile redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 261. [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _MigrateConfigurations redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 295. Its not clear to me if it has been installed or not.... Any help ? Br, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

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