Hello, I'd love to have better news, but I don't, here is the outcome from following the http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315article: - mysqldump seems to have a problem dealing with large backups (see http://bugs.mysql.com/bug.php?id=9756 and http://bugs.mysql.com/bug.php?id=40789). Our database is 3GB, backup happens, but when trying to restore it we got errors such as Unknown command '\0'. or Unknown command '\"'. - after mysqldump, the FAQ article recommends a drop of the database. WRONG ADVICE! it'd be safer to recommend a mv /var/lib/mysql/otrs /var/lib/mysql/otrs2. At least that way you won't loose the data that your just-created-backup won't let you restore - following step is running /opt/otrs/scripts/tools/charset-convert.plbut this script returns an Out of memory! message. I changed ulimit memory values to the maximum but the out of memory message keeps showing So it was impossible for us to follow the FAQ article steps. mysqldump seems to be working with smaller files so we're currently trying to open the 3GB sql file with a text editor (emeditor seems to be the weapon of choice) to remove the heaviest insert lines (the ones during the first month when we used to store attachments on database) to see if it can be restored. Any advice is much appreciated. Thanks, Leonardo Certuche www.itconsultores.com.co 2010/7/1 Leonardo Certuche

We're closer!

Comparing the server characterset of the old mysql and the new one, we found that the old one was latin1 while the new one is utf8, we also found a nice FAQ entry that explains how to do the opposite procedure at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 so we'll follow it "backwards" tonight and let you know.

Thanks for listening :)

Leonardo Certuche www.itconsultores.com.co

2010/7/1 Leonardo Certuche

...

Hello,

We're still facing some problems but have solved some others. Here's the current status:

Text with spanish characters were truncated from tickets, event attachments were gone. After running REPARE TABLE to the database tables, part of the problem was solved but our queues named with spanish characters still show wrong :(

Any hint towards resolving this issue is much appreciated, here's the environment:

openSUSE 11.2 "Emerald" - Kernel " MySQL 5.1.36-log Perl 5.10.0 (linux) Apache/2.2.13 mod_perl/2.0.4 collation on database: utf8_general_ci DefaultCharSet on SysConfig is iso-8859-1

Thanks,

Leonardo Certuche www.itconsultores.com.co

2010/7/1 Leonardo Certuche

Hi there,

...

Last night we migrated our production server from 2.4.5 to 2.4.7. Since both are 2.4.* we didn't run any DBUpdate-to-2.4-post* script, just installed 2.4.7 on a fresh server (opensuse 11.2), moved the database from the old one (opensuse 10.3), moved all customizations and started the new server. Everything seemed fine at first but today we're facing two issues:

1. Special characters from spanish like ñ, á, é, í, ó, ú are not correctly shown on the front end. For instance there is a queue called Campañas which looks perfect on phpmyadmin but it's shown on the front end as Campañas. Charset on the database remains the same of the old server (utf8_general_ci) while DefaultCharset on sysconfig was iso-8859-1. I've changed it to variations such as iso-8859-15 (which appears as the a_content_type of most articles) but still no luck :( 2. We're getting the following error randomly when trying to create new tickets: Error: Can't get ArticleID from INSERT! I was googling about this error but there are only old entries like this: http://bugs.otrs.org/show_bug.cgi?id=319

Thanks in advance for any help.

Leonardo Certuche www.itconsultores.com.co