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How to migrate from 3.1.10 to 3.3.4
by sameer khan 25 Feb '14

25 Feb '14

Hi guys, I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried the database dump, but i see it is not working properly i.e. in package manager on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 version that is from the old system. I only intend to keep the tickets data, CMDB and related data. Thanks

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PostMasterMailbox.pl doesn't working
by Willian Silva 25 Feb '14

25 Feb '14

Hi folks, I've been facing off with an issue and I'll appreciate any help to solve it. In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every 10 minutes by the otrs user cron jobs. But the tickets aren

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Block attachment
by Jean BROW 21 Feb '14

21 Feb '14

Anyone know how I can block attachment so that OTRS delete them and not write them to disk?

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Migrate Test Setup to New Production
by Sujeeva Tissaarachchi 21 Feb '14

21 Feb '14

Hi Friends, Can anyone advise me how would I migrate my settings and data into a new production server I have setup a test machine on VM (Windows 2008) I am planning to build the production server on Linux However, I need to migrate my setups and data into new production Best Regards, Sujeeva Tissaarachchi

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Batch edit due_date for Tickets
by Gabriel Paredes 20 Feb '14

20 Feb '14

Hello, I'm trying to modify the due_date value for a series of Tickets, it's possible to run a query in the DB to edit all the matching rows?, If so, what is the the table to modify? Thanks in advance. Best Regards. -- GP

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Re: [otrs] Priority -SLA
by Hugo Hidalgo 19 Feb '14

19 Feb '14

Hi Guys, I would like to know if it is possible priority linked with SLA. Example: Priority 1 <-> SLA 1 Priority 2 <-> SLA 2 Priority 3 <-> SLA 3 Depending on the priority applies a different SLA. Best Regards. ---------------------------------------------------------------------------------------------- [image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo(a)emea.nec.com<mailto:hugo.hidalgo@emea.nec.com> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marty Hillman Sent: martes, 18 de febrero de 2014 16:51 To: 'OTRS' Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 If I understand correctly and you are taking a backup of your 3.1 database and restoring it to a different server on 3.3, you still need to run the SQL extents scripts in the installers to do the database modifications. You would do best to install the 3.1 version on the new system, then upgrade to the 3.2.x path, then to 3.3. This way you can be sure you did not miss any steps. From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of sameer khan Sent: Tuesday, February 18, 2014 9:07 AM To: OTRS Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 the issue is 3.1.10 and 3.3.4 are different VM, though can i clone the 3.1.0 then do upgrade testing. Also just to point out i am also using kix4otrs for 3.1.10, so if i upgrade it to 3.2.x then will kix4otrs will cause issue ? Thanks ________________________________ From: alvaro(a)gridshield.net<mailto:alvaro@gridshield.net> Date: Tue, 18 Feb 2014 08:45:32 -0600 To: otrs(a)otrs.org<mailto:otrs@otrs.org> Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 Also you need to download a install packages for 3.3 then your repository will update to 3.3 Regards 2014-02-18 8:40 GMT-06:00 Reto Müller <reto_mueller(a)gmx.ch<mailto:reto_mueller@gmx.ch>>: Hi As far as I know you have to update first to 3.2 and than to 3.3. I had no problems to upgrade from 3.1 > 3.2 > 3.3 by following the steps in the OTRS documentation. http://doc.otrs.org/3.3/en/html/upgrading.html Cheers Reto Am 18.02.14 15:27, schrieb sameer khan: Hi guys, I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried the database dump, but i see it is not working properly i.e. in package manager on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 version that is from the old system. I only intend to keep the tickets data, CMDB and related data. Thanks --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net<mailto:alvaro@gridshield.net> www.gridshield.net<http://www.gridshield.net> --------------------------------------------------------------------- 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 Click here<https://www.mailcontrol.com/sr/nu1ofKRW4ATGX2PQPOmvUjXuKmsvWB!mrO!G6bSN1aTq…> to report this email as spam.

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PostMasterMailbox.pl doesn't working
by Willian Silva 18 Feb '14

18 Feb '14

Hi folks, I've been facing off an issue and I'll appreciate any help to solve it. In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every 10 minutes by the otrs user cron jobs. But, the tickets aren't created in the system from customers' e-mail. In the system log, the follow message shows up every 10 minutes: *Can't create PID PostMasterMailbox, because it's already running* I've been tried to run that script by myself on the CentOS 6 server (I'm using Perl v5.10.1). However, the follow message shows up: # /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2 *NOTICE: PostMasterMailbox.pl is already running but is starting again!* *Segmentation fault* Any ideas about this "Segmentation fault" ? I think that's the point. Regards, Willian Silva.

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ticket closed notification event
by Darshak Modi 18 Feb '14

18 Feb '14

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Duplicate Ticket Creation
by Leah Kelly 18 Feb '14

18 Feb '14

Hi all - you’ve all been so great in helping me and I really appreciate it. I hope you can help me again! How can I prevent OTRS from creating duplicate tickets when one agent emails another agent from inside OTRS? Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ ticket in the receiver’s queue. Usually they are just one number off from each other. Then when the agent responds, the sender has a ticket in New and one in Open (the original email). It would be most desirable if the ticket wouldn’t be created for the sender agent. How can I accomplish this? Thank you! Leah

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ACL question
by BIRO Zoltan 17 Feb '14

17 Feb '14

Hi All, I'm playing with ACL for service assignment. If I configured to set priority 5 for this CustomeID it's working, when I open a new ticket the priority setting up to priority 5 automatically. My problem is when I configure the Service it's doesn't shows anything in the new ticket service field. What did I wrong? OTRS version 3.3.4 and my ZZZACL.pm: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZACL; use strict; use warnings; use utf8; sub Load { my ($File, $Self) = @_; # Created: 2014-02-14 13:21:50 (zoltan.biro(a)amaris.com) # Changed: 2014-02-14 13:46:23 (zoltan.biro(a)amaris.com) $Self->{TicketAcl}->{"Service CustomerID"} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'GENERIC::TEST' ] } }, 'PossibleNot' => {}, 'Properties' => { 'CustomerUser' => { 'UserCustomerID' => [ 'AMACN' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Thanks! Zoltan

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