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 this will warn in case your XML is no longer valid and will hint to where this might be.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 wrote: 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 http://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 mailto: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 --------------------------------------------------------------------- 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

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 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 wrote:

[image: 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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