The problem you have is that OTRS does not neccesarily look for the Ticket.xml in the current directory, it looks for the file in a directory under $Self->{Home}, which is defined in Kernel/Config.pm

This means that if you have
/opt/otrs_foo
/opt/otrs_bar

and the file /opt/otrs_bar/Kernel/Config.pm contains '/opt/otrs_foo' as $Self->{Home}, and you run otrs.RebuildConfig.pl in the otrs_bar directory, it will try and parse the XML files inthe other directory.

I'm guessing your fixing the wrong XML file.
--
Mike


On Wed, Mar 23, 2011 at 2:34 PM, Danail Petrov <danail.petrov@telelink.com> wrote:

Hello, Mike, and thank you for your fast response!

 

I have restored the old Ticket.xml file, yet nothing happened. I tried to diagnose this error in question by using the xmllint binary – haven’t found anything suspicious

 

Thank you for your pieces of advice! I do believe that you’re absolutely right and totally agree with you (for using separate .xml files instead of editing the existing ones).

 

I still experience this issue and I have no idea what should I do in further, in order to fix it. I have even tried to run this application (RebuildConfig.pl) from older version (located in /opt/otrs_old, which is ver. 3.0.4) – got the same error, again.( I just noticed that I haven’t mention the version I’m currently using – is 3.0.6. )

 

otrs:/opt/otrs_old# pwd

/opt/otrs_old

otrs:/opt/otrs_old# bin/otrs.RebuildConfig.pl

mismatched tag 'Hash'

 

What is in common with these otrs versions?

 

Kind regards,

Dani

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen
Sent: Wednesday, March 23, 2011 11:06 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] otrs.RebuildConfig.pl returns mismatched tag 'Hash'

 

Hi Danail,

Probably your Ticket.xml file is no longer correct. A few hints:

* Try using 'diff Ticket.xml.old Ticket.xml'  -> in case you did not make a backup, please download the file from http://source.otrs.org
* Try running 'xmllint Ticket.xml' -> this will warn in case your XML is no longer valid and will hint to where this might be.
* If you want to add configuration, it's nice to do it in an XML, but please leave OTRS's XML files untouched. This will make upgrading MUCH easier; simply create a file called Danail.xml and it will be read automatically.
* If you just wanted to change some configuration values, please use Admin > SysConfig in the web interface.

--
Mike

On Wed, Mar 23, 2011 at 9:09 AM, Danail Petrov <danail.petrov@telelink.com> wrote:

Description: cid:image001.gif@01CBE94C.188C5F30

Hello guys (and girlsJ),

This is my first post here and I hope it will not violate any list rules.

 

I have successfully installed OTRS and started to customize it for my needs. I tried to edit the content of Kernel/Config/Files/Ticket.xml In order to implement some functionality. Unfortunately I got stuck on something, which I believe it’s kind of bug or something.

 

Check the following snipped:

 

otrs:~# su - otrs

otrs@otrs:~$ id

uid=1001(otrs) gid=1001(otrs) groups=33(www-data),1001(otrs)

otrs@otrs:~$ perl bin/otrs.RebuildConfig.pl

mismatched tag 'Hash’

 

I thought that maybe I did something wrong and I returned back the old Ticket.xml file. Nothing helped.

 

The result now is that I am not able to perform any configuration changes via AdminSysConfig. I got the same error:

 

Software error:

 

mismatched tag 'Hash'

For help, please send mail to the webmaster (danail.petrov@example.com), giving this error message and the time and date of the error.

 

Thank you in advance for your effort and cooperation!

 

Kind regards,

Dani Petrov

 

 


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