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Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 08 May '09

08 May '09

We have been happily using OTRS 1.3.1 since 2005 and it has been working flawlessly ever since (I know v1.3.1 is very old but it just works!) . A feature we use is FreeText fields which we fill using a sql statement in a Perl script which is run when a ticket is automatically moved to a certain queue. With OTRS 1.3.1 we can have up 8 FreeText fields and when you zoom in on a ticket all these are displayed on the right of the window. However, when you click on the 'Free Text' option only 4 FreeText fields are presented for editing! I am sure this has been fixed in a later version of OTRS but is it something easily fixed in the present version by editing a file/files? This brings me to thinking about upgrading as our system is old but we only have our working system and we have no backup system that I test a upgrade on. Also, I have inherited the system so I do not know much about it. Question: >From reading the various documents it seems that the process of upgrading OTRS must be done in steps. Am I correct in that I cannot go from version 1.3.1 straight to the present version but must do it in steps. If I am correct what steps must be taken to get up to the current version of OTRS? Question: Reading the UPGRADING file that came with version 1.3.1, and is present in every subsequent release, one of its points says "Backup everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, var/*)". I can backup the files and directories mentioned but is there any documentation of how to backup the MySQL database as I have little experience with it? Thanks Paul

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how to ask a new user to create a account in auto response?
by Amanpreet Singh 08 May '09

08 May '09

hi, i am new to otrs, using otrs 2.2 on a debian system my problem is, if a person (not a customer) open a ticket, auto response should ask him to create a new account on customer.pl (By passing the URL) & should not pass the Username & password to him/her as passing to the other Customers. how should we configure it. plz help -Aman

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Forwarding notes
by Markus Nagel 08 May '09

08 May '09

Hello all, is there a possibility to forward a note? When I look at a note, I only got a link to "print" the note, but none to forward it. Thanks in advance Markus Nagel

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error executing PostMasterMailbox.pl
by maximx86 08 May '09

08 May '09

Hi, I installed OTRS 2.3.2-2 on Ubuntu 9.04 from its repositories. It works perfectly, The only thing I cannot get set up is PostMasterMailbox.pl to schedule fetching emails from the POP account. It works fine when in Mail Account Management i click 'Run Now!' When I execute the file I get: Can't locate /etc/otrs/database.pm in @INC (@INC contains: /usr/share/otrs/Kernel/cpan-lib /usr/share/otrs /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /usr/share/otrs/Kernel/Config.pm line 25. BEGIN failed--compilation aborted at /usr/share/otrs/Kernel/Config.pm line 35. Compilation failed in require at PostMasterMailbox.pl line 36. BEGIN failed--compilation aborted at PostMasterMailbox.pl line 36. What can I do to fix it? Thanks

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Chinese characters in PDF print
by Jeffery Chen Fan 08 May '09

08 May '09

Dear All, PDF print can not display Chinese Font. This is a know issue ? -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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How to Fetch the correct password of customer
by Amanpreet Singh 08 May '09

08 May '09

hi, i am using otrs 2.2 on debian system, i have set the following parameter in the auto response to send the username & password to customer, Login: <OTRS_CUSTOMER_DATA_UserLogin> Password: <OTRS_CUSTOMER_DATA_UserPassword> It is passing the UserLogin correctly, but not UserPassword. means passing the wrong password as, Password: goKW7Vf/VqbmM (as the right password is go123456) i think it is in encoded form or a garbage value. plz help thanks. -- regards: Amanpreet Singh

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upgrading otrs
by Dan Letkeman 07 May '09

07 May '09

Hello, Does anyone know where to find documentation on how to upgrade to the latest version of OTRS? I have installed it on a debian system using apt-get and everything is working, but i needed some of the new features in the latest version. Currently i'm running 2.2.7 Thanks, Dan.

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WG: New features in OTRS 2.4.0 beta1
by Fürtbauer Wolfgang 07 May '09

07 May '09

Dear collegues, where can I find the new features: "New Management Dashboard" "New Master/Slave Ticket Feature" thanks and best regards Wolfgang Fürtbauer Asamer Holding AG Leiter IT / Organisation Unterthalhamstrasse 2 4694 OHLSDORF AUSTRIA Office: +43 7612 799 526 Mobile: +43 664 8332326 FAX: +43 7612 799 577 E-Mail: w.fuertbauer(a)asamer.at <mailto:w.fuertbauer@asamer.at> Web: http://www.asamer.at <blocked::http://www.asamer.at/>

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Server Migration from 2.2.4 to 2.3.2 failing W/Ubuntu
by Wilbert, Penn 07 May '09

07 May '09

I've got an OTRS server running version 2.2.4 on an Ubuntu 8.10 server. The system is currently using mysql as the database. I've got a new OTRS server that I've just built running OTRS 2.3.2 on an Ubuntu 9.04 running mysql. I'm attempting to migrate all of the data from 2.2.4 over to 2.3.2 but I've not had much success. Currently at this point I tried to follow the directions here http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=31 to the best that I could with the version differences but have yet to succeed. I've logged in with the local admin account and am able to get in to the new OTRS setup in its vanilla form. At this time what I've tried is Copy my Config.pm from the old server to the new server Backup the database using Mysql Administrators GUI from the old server Restore the database to the new server using Mysql Administrator GUI Restart the apache service All I get at this point is a fail. The when I go to the address of the new server, apache won't translate the perl scripting and firefox asks me if I wish to download index.pl If I copy the Config.pm back to the original setup of 2.3.2 I can get back in to the server, even though Mysql shows the data in the database, I don't see it in the new setup. Ultimately if I could just import all the tickets from the old system over to the new system, I'll recreate some of the customizations I've made. Is there an easy way to just export all the ticket data? Penn Wilbert pwilbert(a)umaryland.edu <mailto:pwilbert@umaryland.edu> Information Systems Engineer -------------------------------------- Univ. of Maryland, Baltimore. School of Dental Surgery 650 W. Baltimore St. Rm. G428 Baltimore, MD. 21201 -------------------------------------- Phone: 410-706-5745 Cell: 443-618-4976 Fax: 410-706-3389

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OTRS 2.4.0 Beta 1 - Apache crashing - Parent: child process exited with status 3221225477 -- Restarting
by Rudolf Bargholz 07 May '09

07 May '09

Hi, Windows 2003 Server Standard Edition SP2 (32 bit) After installing OTRS 2.4.0 Beta 1 we get the following error message "Parent: child process exited with status 3221225477 -- Restarting" in the Apache log whenever we try to access OTRS via the web browser. I have uninstalled OTRS and made a clean install. The error occurs when one accesses the web installer. I enter http://localhost/otrs/installer.pl in the browser, and Apache crashes. We had the same problems with OTRS 2.3.4 on the same machine, but I resolved the problem by adding the following path to the PATH environment variable: "C:\OTRS\MySQL\bin" I have googled quite a bit found others that have had the same error, often in the context PHP and Apache. Sometimes the error was resolved by modifying the PATH environment variable as above, others copied the libmysql.dll file into the System32 diretory, others by copying the libmysql.dll to the Apache bin directory. In my case neither of these tips has helped. Below the Apache log, set to the level "debug". Unfortunately it does not provide me with enough information o that I can try to find a resolution to my problem. Apache crashes approximately three times just by selecting the URL "http://localhost/otrs/installer.pl". I have just gone through uninstalling OTRS, cleaning the registry manually of all references to OTRS, and then reinstalling OTRS, but unfortunately the error remains. Perhaps someone has an idea how I can get to the bottom of this problem. At the moment I do not even know where to start looking. Regards Rudolf Bargholz szAppName : httpd.exe szAppVer : 2.2.10.0 szModName : msvcrt.dll szModVer : 7.0.3790.3959 offset : 0003876c Starting the Apache2.2 service The Apache2.2 service is running. ] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu May 07 11:41:55 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu May 07 11:41:55 2009] [notice] Parent: Created child process 2468 [Thu May 07 11:41:55 2009] [debug] mpm_winnt.c(487): Parent: Sent the scoreboard to the child [Thu May 07 11:41:59 2009] [notice] Child 2468: Child process is running [Thu May 07 11:41:59 2009] [debug] mpm_winnt.c(408): Child 2468: Retrieved our scoreboard from the parent. [Thu May 07 11:41:59 2009] [info] Parent: Duplicating socket 244 and sending it to child process 2468 [Thu May 07 11:41:59 2009] [debug] mpm_winnt.c(605): Parent: Sent 1 listeners to child 2468 [Thu May 07 11:41:59 2009] [debug] mpm_winnt.c(564): Child 2468: retrieved 1 listeners from parent [Thu May 07 11:41:59 2009] [notice] Child 2468: Acquired the start mutex. [Thu May 07 11:41:59 2009] [notice] Child 2468: Starting 64 worker threads. [Thu May 07 11:41:59 2009] [notice] Child 2468: Starting thread to listen on port 80. [Thu May 07 12:37:00 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. [Thu May 07 12:37:04 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu May 07 12:37:04 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu May 07 12:37:04 2009] [notice] Parent: Created child process 3536 [Thu May 07 12:37:04 2009] [debug] mpm_winnt.c(487): Parent: Sent the scoreboard to the child [Thu May 07 12:37:08 2009] [notice] Child 3536: Child process is running [Thu May 07 12:37:08 2009] [debug] mpm_winnt.c(408): Child 3536: Retrieved our scoreboard from the parent. [Thu May 07 12:37:08 2009] [info] Parent: Duplicating socket 244 and sending it to child process 3536 [Thu May 07 12:37:08 2009] [debug] mpm_winnt.c(605): Parent: Sent 1 listeners to child 3536 [Thu May 07 12:37:08 2009] [debug] mpm_winnt.c(564): Child 3536: retrieved 1 listeners from parent [Thu May 07 12:37:08 2009] [notice] Child 3536: Acquired the start mutex. [Thu May 07 12:37:08 2009] [notice] Child 3536: Starting 64 worker threads. [Thu May 07 12:37:08 2009] [notice] Child 3536: Starting thread to listen on port 80. [Thu May 07 12:37:24 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. ... Google links: http://www.apachelounge.com/viewtopic.php?t=2856 http://www.java-samples.com/showtutorial.php?tutorialid=1050

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