This is a notification from the Help Desk.
On Jul 02, 2011 @ 02:49 pm, wodfer(a)gmail.com wrote:
Hi all,
Last week I got myself an iPhone 4 and was looking forward to start using
the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 installation
didn't have the required login file json.pl installed. Does anyone know why?
I installed it from the FreeBSD ports system.
Can I download and install it later?
Thanks!
Andy
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On Jul 02, 2011 @ 02:49 pm, ext.cap-gemini.leblanc(a)sncf.fr wrote:
Hi all,
we have here ldap servers setup with a dns round robin.
Which means when we execute nslookup ourldapservers.example.com
we have in return several IP address.
This is useful if one server is done, applications should go to the next one.
Example on telnet:
> telnet ourldapservers.example.com 389
Trying 10.x.x.1...
telnet: connect to address 10.x.x.1: Connection refused
Trying 10.x.x.2...
Connected to ourldapservers.example.com
Escape character is '^]'.
Connection closed by foreign host.
==> telnet goes directly to a next IP
BUT, on otrs, we get an error, and OTRS doesn't retry on other IP:
Can't connect to ourldapservers.example.com : IO::Socket::INET: connect: Connexion refusée at Kernel/System/CustomerUser/LDAP.pm line 132.
Is it possible to have a different behavior (configuration issue?) ?
Should I fill a bug ?
(we are currently using otrs.2.4, can't try otrs 3 for the moment)
Thkxs
Bastien.
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On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote:
Hi Hugh,
the link to the customer user database is defined by setting a customer user login, not by customer id.
When you are connected to an Active Directory the customer user login is the samaccountname.
==Ticket History==
On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote:
I've implemented the Postmaster-based assignment of X-OTRS-CustomerNo, which
works fine for setting the customer ID (email address). Unfortunately, the
user name, telephone, etc. are still mine.
I don't know if this is relevant, but this user has never sent a ticket via
email or logged into the portal, though he is eligible for LDAP auto sync if
he ever does.
Furthermore, I still see the tickets under my ID when I log into the
customer portal.
Hugh
------
On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote:
I like postmaster-based assignment of customers described earlier. I may
try to implement that too, but my issue is with ownership.
One of my coworkers made the excellent point that this auto-assigning method
will break down as soon as an agent goes on vacation (assuming the
postmaster logic doesn't look at the out of office status).
Instead, I just wrote a SOAP based tool that looks for tickets with user ID
1 as the owner. If the ticket has an agent-created article (other than
agent #1), the last person to contribute becomes the owner (presumably we'll
catch it before he/she goes on holiday).
Considering the very small number of tickets where this occurs I'll be fine
with that approach.
Thanks again for all of the discussion.
Hugh
------
On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote:
A standard function of emailing is the redirect function.
In Outlook this is called “Send again”.
In OTRS this function is called “Bounce”
I don’t like both terminologies tbh. but this is another discussion :-)
If you use this function, then the Email to OTRS is still send “From” the original customer.
But, both methods don’t solve your request - root@localhost will still be set as the owner.
I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers.
This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details.
However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy(a)otrs.com.
Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-)
------
On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote:
If a user had sent me a ticket-worthy request, I'd forward the email to the
ticket email with my code word in the body.
#customer customeremail(a)domain.tld
The postmaster filter gets it then the ticket gets created and assigned to
the customer.
http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo…
Agents who would be assigned to the Queue in his "My Queues" and have the
notification enabled gets a chance to grab the ticket, lock it, respond,
close...
------
On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote:
I'm a bit at loss here, what is it exactly that you propose?
--
Mike
------
On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote:
I agree about that goal.
However, at least in my organization, there are a few users who
hesitate to use the support system at all - they just email agents
directly. Then, as you well know, it is impossible for anyone else in
the team to participate in the support.
I thought this might be a way to encourage those users to do (from my
perspective) the right thing.
Hugh
------
On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote:
Actually, there was a design reason behind it; it's that we think it's
bad practice to assign tickets to a named user; you should rather
assign it to a single group.
That said, there probably can be use cases for not having this restriction.
Michiel Beijen
Senior Consultant
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
F: +31 71 8200 254
I: http://www.otrs.com
True Ownership and Control of Your Data: Free 30-day Trial for OTRS
OnDemand: http://www.otrsondemand.com/
------
On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote:
So far that seems like the best approach. I'll perform a ticket search for
all tickets owned by 1 and with a (human) agent-created article.
The last agent to contribute will probably become the lucky owner.
It seems that the ACL and Generic Agents can't search/filter by owner ID.
Out of curiosity, is there some design reason behind that?
Hugh
On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net
> wrote:
> Hi,
>
> Unfortunately this can’t be searched by OTRS directly.
>
> You could write a simple SOAP script for that, which you could then execute
> by Cron or the GenericAgent.
> The SOAP script can also assign a new user if wanted.
>
> The logic is then up to you or actually up to the script writer ;-)
>
>
> On 04.10.2010, at 23:02, Hugh Kelley wrote:
>
> > That's an interesting idea. Unfortunately, I'm not sure the postmaster
> > can determine programatically who the owner should be.
> >
> > Is there any way to edit the "before closing" validation so that I
> > could check there
> >
> > (owner ID != 1)?
> >
> > Hugh
> >
> > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote:
> >> Hi,
> >>
> >> You could use the GenericAgent to change the owner.
> >>
> >> On 02.10.2010, at 02:19, Hugh Kelley wrote:
> >>
> >>> We have a relatively "open" permission model for our tickets. Most
> agents
> >>> can add notes or replies without owning the ticket. As a result, some
> >>> tickets go all the way to resolution without having the ID changed.
> >>>
> >>> This means that some get closed with the root user (#1) as the owner.
> Is
> >>> there a way to force this ID to be changed to a "valid" user within the
> >>> UI?
> >>
> >> Freundliche Grüße / Kind regards
> >>
> >> Nils Leideck
> >>
> >> --
> >> Nils Leideck
> >> Senior Consultant
> >>
> >> nils.leideck(a)leidex.net
> >> nils.leideck(a)otrs.com
> >>
> >> http://webint.cryptonode.de / a Fractal project
> >>
> >>
> >>
> >>
> > ---------------------------------------------------------------------
> > 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
>
> Freundliche Grüße / Kind regards
>
> Nils Leideck
>
> --
> Nils Leideck
> Senior Consultant
>
> nils.leideck(a)leidex.net
> nils.leideck(a)otrs.com
>
> http://webint.cryptonode.de / a Fractal project
>
>
>
> ---------------------------------------------------------------------
> 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
>
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On Jul 02, 2011 @ 02:49 pm, christoph.ohliger(a)fh-rosenheim.de wrote:
Hi,
has anyone tried to implement access restrictions for Config Items ? For
example I want restrict the access to "Serial Number" attribute of
Software Config Item.
regards
Christoph Ohliger
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On Jul 02, 2011 @ 02:49 pm, darshak.modi(a)elitecore.com wrote:
Use case mean, any Case study or client ?
Best Regards,
Darshak Modi
+91 9909008245
darshakamodi(a)gmail.com
==Ticket History==
On Jul 02, 2011 @ 02:48 pm, dboyes(a)sinenomine.net wrote:
Thanks for that.I can go for 4 machines 2 for apps and 2 for DB, not an issue at all. Is it anywhere implemented?
Any use case?
That's pretty much the standard recommendation we use for our deployments. We've done hundreds of the.
What do you mean by use case?
------
On Jul 02, 2011 @ 02:48 pm, darshak.modi(a)elitecore.com wrote:
Hey Guys,
Thanks for that.I can go for 4 machines 2 for apps and 2 for DB, not an
issue at all. Is it anywhere implemented?
Any use case?
And yes main question was comparison with other systems :)
Best Regards,
Darshak Modi
+91 9909008245
darshakamodi(a)gmail.com
------
On Jul 02, 2011 @ 02:48 pm, dboyes(a)sinenomine.net wrote:
On 10/16/10 9:01 AM, "Nils Leideck - ITSM" <nils.leideck(a)leidex.net> wrote:
> All I can say is that 10000 tickets should not be the problem to create, it is
> just one ticket per 8.5 seconds.
> You should of consider if the ticket is closed with 4 or 5 actions or if there
> is a high traffic in terms of customer contacts for a single ticket.
10000 tickets a day is certainly achievable.... But....
>
> 1000 Agents, well Š AFIAK we have such systems, but I am not sure if there is
> one running on a single box - might depend on the definition of ³a single
> box².
Unless you are planning to acquire mainframe class hardware (and by
mainframe, I mean the traditional IBM type), you are unlikely to support
1000 users on one box, and regardless of what software you choose, you would
be foolish to try -- too big a possibility of hardware failure taking out
what sounds like your primary call center (at least with those ticket
volumes). You should plan on at least 4 machines (2 for the ticketing app,
2 for the database) and plan on clustering them for high-availability, using
a smart load balancer for the ticketing app so that an agent remains on the
same system unless there is a system failure.
Now if you do have a mainframe system, let's talk off list. OTRS runs very
well there. 8-)
-- db
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On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote:
Hi José,
This function is magically changing the value of FreeText1 from just text into a hyper link with the given URL.
Just setup as third party ticket number field, the number is a link pointing to the webpage of the other system.
Example normal:
FreeKey1 : FreeText1
Bug number: arij54321
Example with link:
FreeKey1 : FreeText1
Bug number: http://my-other-sytem.com/search/arij54321
==Ticket History==
On Jul 02, 2011 @ 02:48 pm, luisjf1983(a)gmail.com wrote:
I wonder what the function of TicketFreeText1:: Link in the SysConfig,
I'm working with FreeTexts and I need them the most benefit from this
feature.
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On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote:
Hi Jos,
You are absolutely right!!!
it was just my concern to get an existing comparison provided by the people who are professional in comparisons dedicated to your needs, which is our team behind enjoy(a)otrs.com, for situations where you don’t want to start long discussions - sometimes with emotional influence - on the public sector.
If you know functions and you cannot get a clue just out of the available documentation and materials, we are of course always more than happy to “discuss” the options on this public mailing list, no objections at all!!!
==Ticket History==
On Jul 02, 2011 @ 02:48 pm, jos(a)xos.nl wrote:
Hi,
------
On Jul 02, 2011 @ 02:47 pm, nils.leideck(a)leidex.net wrote:
Hi Darshak,
Welcome to the community, first of all! ;-)
For details about features to compare it with other systems, I would suggest to contact enjoy(a)otrs.com.
Regarding your question about benchmark:
All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds.
You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket.
1000 Agents, well … AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of “a single box”.
------
On Jul 02, 2011 @ 02:47 pm, darshak.modi(a)elitecore.com wrote:
Dear All,
I have to propose a ticket system to my company. I have gone thru
different ticket systems.
Can you tell me what are unique features in OTRS over other systems like
RT,OSTicket,KAYAKO etc.
Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000
agents on single box [ good quality hardware]?
--
Best Regards,
Darshak Modi
+91 9909008245
darshakamodi(a)gmail.com
------
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On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote:
I've implemented the Postmaster-based assignment of X-OTRS-CustomerNo, which
works fine for setting the customer ID (email address). Unfortunately, the
user name, telephone, etc. are still mine.
I don't know if this is relevant, but this user has never sent a ticket via
email or logged into the portal, though he is eligible for LDAP auto sync if
he ever does.
Furthermore, I still see the tickets under my ID when I log into the
customer portal.
Hugh
==Ticket History==
On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote:
I like postmaster-based assignment of customers described earlier. I may
try to implement that too, but my issue is with ownership.
One of my coworkers made the excellent point that this auto-assigning method
will break down as soon as an agent goes on vacation (assuming the
postmaster logic doesn't look at the out of office status).
Instead, I just wrote a SOAP based tool that looks for tickets with user ID
1 as the owner. If the ticket has an agent-created article (other than
agent #1), the last person to contribute becomes the owner (presumably we'll
catch it before he/she goes on holiday).
Considering the very small number of tickets where this occurs I'll be fine
with that approach.
Thanks again for all of the discussion.
Hugh
------
On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote:
A standard function of emailing is the redirect function.
In Outlook this is called “Send again”.
In OTRS this function is called “Bounce”
I don’t like both terminologies tbh. but this is another discussion :-)
If you use this function, then the Email to OTRS is still send “From” the original customer.
But, both methods don’t solve your request - root@localhost will still be set as the owner.
I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers.
This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details.
However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy(a)otrs.com.
Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-)
------
On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote:
If a user had sent me a ticket-worthy request, I'd forward the email to the
ticket email with my code word in the body.
#customer customeremail(a)domain.tld
The postmaster filter gets it then the ticket gets created and assigned to
the customer.
http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo…
Agents who would be assigned to the Queue in his "My Queues" and have the
notification enabled gets a chance to grab the ticket, lock it, respond,
close...
------
On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote:
I'm a bit at loss here, what is it exactly that you propose?
--
Mike
------
On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote:
I agree about that goal.
However, at least in my organization, there are a few users who
hesitate to use the support system at all - they just email agents
directly. Then, as you well know, it is impossible for anyone else in
the team to participate in the support.
I thought this might be a way to encourage those users to do (from my
perspective) the right thing.
Hugh
------
On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote:
Actually, there was a design reason behind it; it's that we think it's
bad practice to assign tickets to a named user; you should rather
assign it to a single group.
That said, there probably can be use cases for not having this restriction.
Michiel Beijen
Senior Consultant
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
F: +31 71 8200 254
I: http://www.otrs.com
True Ownership and Control of Your Data: Free 30-day Trial for OTRS
OnDemand: http://www.otrsondemand.com/
------
On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote:
So far that seems like the best approach. I'll perform a ticket search for
all tickets owned by 1 and with a (human) agent-created article.
The last agent to contribute will probably become the lucky owner.
It seems that the ACL and Generic Agents can't search/filter by owner ID.
Out of curiosity, is there some design reason behind that?
Hugh
On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net
> wrote:
> Hi,
>
> Unfortunately this can’t be searched by OTRS directly.
>
> You could write a simple SOAP script for that, which you could then execute
> by Cron or the GenericAgent.
> The SOAP script can also assign a new user if wanted.
>
> The logic is then up to you or actually up to the script writer ;-)
>
>
> On 04.10.2010, at 23:02, Hugh Kelley wrote:
>
> > That's an interesting idea. Unfortunately, I'm not sure the postmaster
> > can determine programatically who the owner should be.
> >
> > Is there any way to edit the "before closing" validation so that I
> > could check there
> >
> > (owner ID != 1)?
> >
> > Hugh
> >
> > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote:
> >> Hi,
> >>
> >> You could use the GenericAgent to change the owner.
> >>
> >> On 02.10.2010, at 02:19, Hugh Kelley wrote:
> >>
> >>> We have a relatively "open" permission model for our tickets. Most
> agents
> >>> can add notes or replies without owning the ticket. As a result, some
> >>> tickets go all the way to resolution without having the ID changed.
> >>>
> >>> This means that some get closed with the root user (#1) as the owner.
> Is
> >>> there a way to force this ID to be changed to a "valid" user within the
> >>> UI?
> >>
> >> Freundliche Grüße / Kind regards
> >>
> >> Nils Leideck
> >>
> >> --
> >> Nils Leideck
> >> Senior Consultant
> >>
> >> nils.leideck(a)leidex.net
> >> nils.leideck(a)otrs.com
> >>
> >> http://webint.cryptonode.de / a Fractal project
> >>
> >>
> >>
> >>
> > ---------------------------------------------------------------------
> > 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
>
> Freundliche Grüße / Kind regards
>
> Nils Leideck
>
> --
> Nils Leideck
> Senior Consultant
>
> nils.leideck(a)leidex.net
> nils.leideck(a)otrs.com
>
> http://webint.cryptonode.de / a Fractal project
>
>
>
> ---------------------------------------------------------------------
> 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
>
------
This is an automated response. Your issue has been noted. We'll be in touch soon.
Please reply to this email or visit the URL below with any additional details.
http://itsupport:1111/portal/view-help-request/607
This is a notification from the Help Desk.
On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote:
A standard function of emailing is the redirect function.
In Outlook this is called “Send again”.
In OTRS this function is called “Bounce”
I don’t like both terminologies tbh. but this is another discussion :-)
If you use this function, then the Email to OTRS is still send “From” the original customer.
But, both methods don’t solve your request - root@localhost will still be set as the owner.
I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers.
This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details.
However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy(a)otrs.com.
Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-)
==Ticket History==
On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote:
If a user had sent me a ticket-worthy request, I'd forward the email to the
ticket email with my code word in the body.
#customer customeremail(a)domain.tld
The postmaster filter gets it then the ticket gets created and assigned to
the customer.
http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo…
Agents who would be assigned to the Queue in his "My Queues" and have the
notification enabled gets a chance to grab the ticket, lock it, respond,
close...
------
On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote:
I'm a bit at loss here, what is it exactly that you propose?
--
Mike
------
On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote:
I agree about that goal.
However, at least in my organization, there are a few users who
hesitate to use the support system at all - they just email agents
directly. Then, as you well know, it is impossible for anyone else in
the team to participate in the support.
I thought this might be a way to encourage those users to do (from my
perspective) the right thing.
Hugh
------
On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote:
Actually, there was a design reason behind it; it's that we think it's
bad practice to assign tickets to a named user; you should rather
assign it to a single group.
That said, there probably can be use cases for not having this restriction.
Michiel Beijen
Senior Consultant
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
F: +31 71 8200 254
I: http://www.otrs.com
True Ownership and Control of Your Data: Free 30-day Trial for OTRS
OnDemand: http://www.otrsondemand.com/
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On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote:
So far that seems like the best approach. I'll perform a ticket search for
all tickets owned by 1 and with a (human) agent-created article.
The last agent to contribute will probably become the lucky owner.
It seems that the ACL and Generic Agents can't search/filter by owner ID.
Out of curiosity, is there some design reason behind that?
Hugh
On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net
> wrote:
> Hi,
>
> Unfortunately this can’t be searched by OTRS directly.
>
> You could write a simple SOAP script for that, which you could then execute
> by Cron or the GenericAgent.
> The SOAP script can also assign a new user if wanted.
>
> The logic is then up to you or actually up to the script writer ;-)
>
>
> On 04.10.2010, at 23:02, Hugh Kelley wrote:
>
> > That's an interesting idea. Unfortunately, I'm not sure the postmaster
> > can determine programatically who the owner should be.
> >
> > Is there any way to edit the "before closing" validation so that I
> > could check there
> >
> > (owner ID != 1)?
> >
> > Hugh
> >
> > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote:
> >> Hi,
> >>
> >> You could use the GenericAgent to change the owner.
> >>
> >> On 02.10.2010, at 02:19, Hugh Kelley wrote:
> >>
> >>> We have a relatively "open" permission model for our tickets. Most
> agents
> >>> can add notes or replies without owning the ticket. As a result, some
> >>> tickets go all the way to resolution without having the ID changed.
> >>>
> >>> This means that some get closed with the root user (#1) as the owner.
> Is
> >>> there a way to force this ID to be changed to a "valid" user within the
> >>> UI?
> >>
> >> Freundliche Grüße / Kind regards
> >>
> >> Nils Leideck
> >>
> >> --
> >> Nils Leideck
> >> Senior Consultant
> >>
> >> nils.leideck(a)leidex.net
> >> nils.leideck(a)otrs.com
> >>
> >> http://webint.cryptonode.de / a Fractal project
> >>
> >>
> >>
> >>
> > ---------------------------------------------------------------------
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> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> Freundliche Grüße / Kind regards
>
> Nils Leideck
>
> --
> Nils Leideck
> Senior Consultant
>
> nils.leideck(a)leidex.net
> nils.leideck(a)otrs.com
>
> http://webint.cryptonode.de / a Fractal project
>
>
>
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>
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This is a notification from the Help Desk.
On Jul 02, 2011 @ 02:49 pm, wbradshaw(a)junglejims.com wrote:
We are upgrading from OTRS 2.0.4 (Debian 4.0) to OTRS 2.4.7 (Ubuntu 10.04
Server). These are two completely different machines, but I need to migrate
my data from the old system to the new. What steps should I take to use the
backup.pl and restore.pl respectively. I understand that I will also need to
run a DBUpdate-to-2.4.pl.
Just to recap, here is my setup:
BOX1
OTRS 2.0.4 using mysql
BOX2
OTRS 2.4.7 using mysql
What do I need to do moving forward to get all of my existing data from BOX1
to BOX2 and convert the database to 2.4?
Will Bradshaw
Network Administrator
Jungle Jim's Intl. Market
Phone: 513.674.6030
Mobile: 513.218-1322
Fax: 513.674.6001
http://www.junglejims.com
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