Hi Rory the MySQL Dump version is 10.9 and the Create Database line was not there in the dump file. I created the database named otrs and then imported the dump. I think it has worked because when I did a 'show tables from otrs' query from the command prompt on my test machine  93 tables were displayed. How do I test to make sure that the import has worked? How do I now go about cleaning the otrs/otrs directory before unzipping the 2.2 version there as per Michael's instructions? Thannks a lot Best Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Thursday, 10 September, 2009 15:24:33 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Have a look at the otsr.sql file in notepad (or a better text editor if you have one). I just did a dump from my own otrs DB and this is the start of the file; ########################## -- MySQL dump 10.13  Distrib 5.1.35, for Win32 (ia32) -- -- Host: localhost    Database: otrs -- ------------------------------------------------------ -- Server version    5.1.35-community-log /*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; /*!40101 SET NAMES utf8 */; /*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */; /*!40103 SET TIME_ZONE='+00:00' */; /*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */; /*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS, FOREIGN_KEY_CHECKS=0 */; /*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */; /*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */; -- -- Current Database: `otrs` -- CREATE DATABASE /*!32312 IF NOT EXISTS*/ `otrs` /*!40100 DEFAULT CHARACTER SET utf8 */; USE `otrs`; -- -- Table structure for table `article` -- ################################ Firstly my version of mysqldump is 10.13 so if you're using an earlier version it might do things a little differently. Secondly there's the line to CREATE DATABASE `otrs` if it doesn't exist. Is this line in your dump? If its there it should create the database but maybe its acting up. If its not there then you'll have to create the database and then tell mysql to use it when you are importing the database i.e. mysql -D otrs -u root -p < C:\otrsdump\otrs.sql Note: The option to specify the database is -D for the mysql command but it is -B for mysqldump. I keep getting those confused. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/10 Lev Davidovich :

Thank you so much Rory.

The deletion of the 2.4.4 database and the dump of the live database went pretty smoothly.

But I have got stuck trying to import the dump (which is called "otrs.sql").

I have gone to the bin directory of the mysql install and typed

mysql -u root -p < C:\otrsdump\otrs.sql

was asked for and typed my password and got message "Error - no database selected".

So then I typed

mysql -u root -p otrs< C:\otrsdump\otrs.sql was asked for and typed my password and got message "Error - unknown database 'otrs' ".

Do I need to create a database called otrs first and then import the dump into it?

Thanks a lot

Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 15:48:30 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

If I remember correctly, you access mysql  from the command line i.e. mysql -u root -p Once you've done that type, show databases; This will give you a list of databases in your database server. Pick the otrs one (I think its just called otrs) Type in, drop database otrs; This will delete your otrs database.

Once that is done go to your live server. At the command line type (again check the database name first), mysqldump -B otrs -u root -p > otrsdump.sql

This will dump your otrs database to the file otrsdump.sql. The nice think about the dump file is that it is full of sql commands to recreate your database. So you simply need to run it through mysql on your test server to recreate your database. So copy the otrsdump.sql file to your test server.

Now at the command line of your test server type, mysql -u root -p < otrsdump.sql

The -p option to the mysql and mysqldump commands means you're using a password. If the -p is followed by a space it will ask you for the password on the next line so you can't see it written on the command line for security. The mysql and mysqldump commands may not be in your path. In that case change to the bin directory of the mysql install and run the command from there using the absolute path for the output/input file.

Let us know how you get on with that.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/9 Lev Davidovich :

...

"What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there."

Please explain to me in more detail how to "drop the mysql database, and load your backup database from live".

Is this something I do after the installation, or during it? Thank you

________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 11:12:31 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Lev,

Yes, there are no longer windows INSTALLERS of 2.2 otrs available, because of issues with one of the bundled components. On the download servers you can download every source version back to 0.5 beta! [http://ftp.otrs.org/pub/otrs/]

What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there. Copy Config.pm from the server to your Windows box but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

this because your copy system will not be sending escalations out for tickets that are long closed on live ;-) (available since otrs 2.2.6)

and you should probably also look into how OTRS fetches mails from the server on your live system. If you use pop or imap as defined in the Admin web user interface, you might want to edit crontab to NOT run PostMasterMailbox.pl

Regards,

MIchiel

On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovich wrote:

...

Thanks Michael. I am inclined to go down the VMWare route that both you and Rory and others suggest but I am not having much luck convincing the decision makers here!

The consensus seems to be that it is OK as a long term project but that in the short term what we need is a quick database dump followed by import into a copy of OTRS running on Windows.

Just to be clear about what you are saying -

are you saying it is no longer possible to download  versions of OTRS earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC installers that it is no longer possible to download?

Where can I find an automatic installer for version 2.3 x?

I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and install it manually (using the instructions that Afshar Mohebbi has posted ) - is that correct?

Thank you ________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 10:36:46 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Hi Lev,

Due to licensing issues there are no longer old Windows installers earlier than 2.3.x available for download.

Afshar Mohebbi has posted instructions for setting up OTRS on Windows;

http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.h... (but this is with Microsoft SQL Server, you should just install MySQL instead)

I guess it would be good to also have instructions for manual installation on Windows...

Depending on your situation you could also install VMWare on your XP workstation with linux, just as on your server. Then you would have a real test environment; which you can also use to test out upgrades or so. VMWare Server is available at no charge. VMWare workstation costs a little more but has lots of good features. Myself, I use VMWare server ;-)

Regards,

Michiel.

On Wed, Sep 9, 2009 at 11:18 AM, Lev Davidovich wrote:

...

Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that is the version we have on the live server.

The automatic installer on the following page

http://www.otrs.org/download/

is only for the latest version.

Is there an automatic installer I can find for installing 2.2 on Windows?

Rory was kind enough to point out the following page with downloads of earlier versions

ftp://ftp.otrs.org/pub/otrs/

but downloading 2.2.5 from here would require a manual install on Windows.

I can't seem to find instructions to manually install version 2.2 on Windows.

I have, however, found instructions to manually install version 1.3 on Windows on the following page.

http://doc.otrs.org/1.3/en/html/install-win32.html

Is there a page with similar instructions for version 2.2 or will the instructions for 1.3 be able to do the job for me?

Thanks for your help

Lev

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Thanks a lot Rory - thanks to you and the others the finishing line seems to be in sight! Just a couple of things to clarify: 1) Is it the "Apache" server I am supposed to stop in "Services" of "Administrative Tools" of "Control Panel"? I tired to stop it but am given a message that I have no access although our IT department was supposed to have given me full admin rights on this machine. Is there a way of doing this through the command line using my admin password? In any case I have asked IT to reexamine my admin rights so they are in the process of doing so. 2) My base otrs directory seems to be C:\Program Files\OTRS\OTRS which contains all the subdirectories you mention. When you say "Now you can copy the same directory from the live server and drop it in here." Is this better than doing what Michael said which was to download the 2.2.5 version from the download servers and unzip it in that directory - or is it virtually the same thing? 3) As a trial run I tried to delete the directories from the copy of OTRS in my laptop at home (Windows) but got messages that I could not delete certain files like "cron.pm" - is this likely to happen now and or is that also a matter of permissions which should hopefully be sorted out by our IT department? And if I do get such messages should I carry on regardless with copying everything else over or should I stop and restore the original version? Thanks so much! :-) ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Friday, 11 September, 2009 9:23:32 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine I think you can be pretty confident that the dump worked. 93 tables is pretty promising. You could run a select query on the first 50 tickets in both the live and test databases and see that the output is the same. SELECT tn,title FROM ticket LIMIT 50; That should be enough to confirm that you have the right list of tickets loaded. You can always leave out the limit or increase it if you want more. In fact if you leave out the limit it will tell you the number of rows output at the end. You could do that on both to make sure you have the same number of tickets. To clear out the files of otrs application firstly make sure your web server is stopped then simply remove everything from the base otrs directory. For me this is F:\wwwroot\otrs-2.4.1\ on my windows server. The sub directories are bin, doc, Kernel, scripts, var. Delete or move everything from there. Now you can copy the same directory from the live server and drop it in here. Remember, as Michiel said,

Copy Config.pm from the server to your Windows box but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

Once you've done that start up your webserver and try to connect. With any luck you'll be able to log in straight away with the same username you use on the live server. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/10 Lev Davidovich :

Hi Rory the MySQL Dump version is 10.9 and the Create Database line was not there in the dump file.

I created the database named otrs and then imported the dump. I think it has worked because when I did a

'show tables from otrs'

query from the command prompt on my test machine  93 tables were displayed.

How do I test to make sure that the import has worked?

How do I now go about cleaning the otrs/otrs directory before unzipping the 2.2 version there as per Michael's instructions?

Thannks a lot

Best

Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Thursday, 10 September, 2009 15:24:33 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Have a look at the otsr.sql file in notepad (or a better text editor if you have one). I just did a dump from my own otrs DB and this is the start of the file;

########################## -- MySQL dump 10.13  Distrib 5.1.35, for Win32 (ia32) -- -- Host: localhost    Database: otrs -- ------------------------------------------------------ -- Server version    5.1.35-community-log

/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; /*!40101 SET NAMES utf8 */; /*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */; /*!40103 SET TIME_ZONE='+00:00' */; /*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */; /*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS, FOREIGN_KEY_CHECKS=0 */; /*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */; /*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */;

-- -- Current Database: `otrs` --

CREATE DATABASE /*!32312 IF NOT EXISTS*/ `otrs` /*!40100 DEFAULT CHARACTER SET utf8 */;

USE `otrs`;

-- -- Table structure for table `article` -- ################################

Firstly my version of mysqldump is 10.13 so if you're using an earlier version it might do things a little differently.

Secondly there's the line to CREATE DATABASE `otrs` if it doesn't exist. Is this line in your dump? If its there it should create the database but maybe its acting up. If its not there then you'll have to create the database and then tell mysql to use it when you are importing the database i.e.

mysql -D otrs -u root -p < C:\otrsdump\otrs.sql

Note: The option to specify the database is -D for the mysql command but it is -B for mysqldump. I keep getting those confused.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/10 Lev Davidovich :

...

Thank you so much Rory.

The deletion of the 2.4.4 database and the dump of the live database went pretty smoothly.

But I have got stuck trying to import the dump (which is called "otrs.sql").

I have gone to the bin directory of the mysql install and typed

mysql -u root -p < C:\otrsdump\otrs.sql

was asked for and typed my password and got message "Error - no database selected".

So then I typed

mysql -u root -p otrs< C:\otrsdump\otrs.sql was asked for and typed my password and got message "Error - unknown database 'otrs' ".

Do I need to create a database called otrs first and then import the dump into it?

Thanks a lot

Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 15:48:30 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

If I remember correctly, you access mysql  from the command line i.e. mysql -u root -p Once you've done that type, show databases; This will give you a list of databases in your database server. Pick the otrs one (I think its just called otrs) Type in, drop database otrs; This will delete your otrs database.

Once that is done go to your live server. At the command line type (again check the database name first), mysqldump -B otrs -u root -p > otrsdump.sql

This will dump your otrs database to the file otrsdump.sql. The nice think about the dump file is that it is full of sql commands to recreate your database. So you simply need to run it through mysql on your test server to recreate your database. So copy the otrsdump.sql file to your test server.

Now at the command line of your test server type, mysql -u root -p < otrsdump.sql

The -p option to the mysql and mysqldump commands means you're using a password. If the -p is followed by a space it will ask you for the password on the next line so you can't see it written on the command line for security. The mysql and mysqldump commands may not be in your path. In that case change to the bin directory of the mysql install and run the command from there using the absolute path for the output/input file.

Let us know how you get on with that.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/9 Lev Davidovich :

...

"What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there."

Please explain to me in more detail how to "drop the mysql database, and load your backup database from live".

Is this something I do after the installation, or during it? Thank you

________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 11:12:31 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Lev,

Yes, there are no longer windows INSTALLERS of 2.2 otrs available, because of issues with one of the bundled components. On the download servers you can download every source version back to 0.5 beta! [http://ftp.otrs.org/pub/otrs/]

What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there. Copy Config.pm from the server to your Windows box but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

this because your copy system will not be sending escalations out for tickets that are long closed on live ;-) (available since otrs 2.2.6)

and you should probably also look into how OTRS fetches mails from the server on your live system. If you use pop or imap as defined in the Admin web user interface, you might want to edit crontab to NOT run PostMasterMailbox.pl

Regards,

MIchiel

On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovich wrote:

...

Thanks Michael. I am inclined to go down the VMWare route that both you and Rory and others suggest but I am not having much luck convincing the decision makers here!

The consensus seems to be that it is OK as a long term project but that in the short term what we need is a quick database dump followed by import into a copy of OTRS running on Windows.

Just to be clear about what you are saying -

are you saying it is no longer possible to download  versions of OTRS earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC installers that it is no longer possible to download?

Where can I find an automatic installer for version 2.3 x?

I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and install it manually (using the instructions that Afshar Mohebbi has posted ) - is that correct?

Thank you ________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 10:36:46 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Hi Lev,

Due to licensing issues there are no longer old Windows installers earlier than 2.3.x available for download.

Afshar Mohebbi has posted instructions for setting up OTRS on Windows;

http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.h... (but this is with Microsoft SQL Server, you should just install MySQL instead)

I guess it would be good to also have instructions for manual installation on Windows...

Depending on your situation you could also install VMWare on your XP workstation with linux, just as on your server. Then you would have a real test environment; which you can also use to test out upgrades or so. VMWare Server is available at no charge. VMWare workstation costs a little more but has lots of good features. Myself, I use VMWare server ;-)

Regards,

Michiel.

On Wed, Sep 9, 2009 at 11:18 AM, Lev Davidovich wrote:

...

Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that is the version we have on the live server.

The automatic installer on the following page

http://www.otrs.org/download/

is only for the latest version.

Is there an automatic installer I can find for installing 2.2 on Windows?

Rory was kind enough to point out the following page with downloads of earlier versions

ftp://ftp.otrs.org/pub/otrs/

but downloading 2.2.5 from here would require a manual install on Windows.

I can't seem to find instructions to manually install version 2.2 on Windows.

I have, however, found instructions to manually install version 1.3 on Windows on the following page.

http://doc.otrs.org/1.3/en/html/install-win32.html

Is there a page with similar instructions for version 2.2 or will the instructions for 1.3 be able to do the job for me?

Thanks for your help

Lev

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I managed to get Admin permissions for my machine at last! I emptied out the base otrs directory and replaced the files with files from the 2.2.5 version. I then changed the Config file to the one from the live server and tried to log in but it won't let me log on as root@localhost ! Any idea what I should do? Thanks ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Friday, 11 September, 2009 12:32:35 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine 1) Yes, its the apache service that you need to stop. You minght also want to stop the Cron Service as that could also be accessing files and prevent you from deleting them. Have a look at the system log in your event viewer to see what the error is when you try to stop the apache service. If you can't stop the service its not a big deal, it just one less thing to consider if something doesn't work. The commands for stopping and starting services from the command line are; net stop net start You can get the service name from looking at the properties of the service. Its the very first line that you can't edit in the properties. You might find the runas command useful too, the syntax is; runas /user:<domain>\<username> "<command>" It will then ask you for your password and the command will run as the user you specified. 2) It doesn't really make much difference whether you copy from the live or if you extract the fresh download. The only reason I'd suggest a copy from live is that you have an exact copy of your live system. But if you havn't made any changes other than the config.pm then it doesn't matter. 3) I'm not sure why you were haveing the problem deleting files from your home machine. Maybe it was because the apache, mysql and cron services were running. If you have this trouble again I can tell you how to change the directory that apache server looks in for your files so that you can copy/extract the files to a different directory and still have everything work. It does sound like your IT department has set you up with permissions that are almost but not quite administrator. Try to add a user to the machine yourself and add put them into the administrator group. That way you're sure to have local administrator rights. If you can't do that then you don't have full admin rights. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Lev Davidovich :

Thanks a lot Rory - thanks to you and the others the finishing line seems to be in sight!

Just a couple of things to clarify:

1) Is it the "Apache" server I am supposed to stop in "Services" of "Administrative Tools" of "Control Panel"? I tired to stop it but am given a message that I have no access although our IT department was supposed to have given me full admin rights on this machine. Is there a way of doing this through the command line using my admin password? In any case I have asked IT to reexamine my admin rights so they are in the process of doing so.

2) My base otrs directory seems to be C:\Program Files\OTRS\OTRS which contains all the subdirectories you mention. When you say

"Now you can copy the same directory from the live server and drop it in here."

Is this better than doing what Michael said which was to download the 2.2.5 version from the download servers and unzip it in that directory - or is it virtually the same thing?

3) As a trial run I tried to delete the directories from the copy of OTRS in my laptop at home (Windows) but got messages that I could not delete certain files like "cron.pm" - is this likely to happen now and or is that also a matter of permissions which should hopefully be sorted out by our IT department? And if I do get such messages should I carry on regardless with copying everything else over or should I stop and restore the original version?

Thanks so much! :-) ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Friday, 11 September, 2009 9:23:32 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

I think you can be pretty confident that the dump worked. 93 tables is pretty promising. You could run a select query on the first 50 tickets in both the live and test databases and see that the output is the same.

SELECT tn,title FROM ticket LIMIT 50;

That should be enough to confirm that you have the right list of tickets loaded. You can always leave out the limit or increase it if you want more. In fact if you leave out the limit it will tell you the number of rows output at the end. You could do that on both to make sure you have the same number of tickets.

To clear out the files of otrs application firstly make sure your web server is stopped then simply remove everything from the base otrs directory. For me this is F:\wwwroot\otrs-2.4.1\ on my windows server. The sub directories are bin, doc, Kernel, scripts, var. Delete or move everything from there. Now you can copy the same directory from the live server and drop it in here.

Remember, as Michiel said,

...

Copy Config.pm from the server to your Windows box but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

Once you've done that start up your webserver and try to connect. With any luck you'll be able to log in straight away with the same username you use on the live server.

Rory

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2009/9/10 Lev Davidovich :

...

Hi Rory the MySQL Dump version is 10.9 and the Create Database line was not there in the dump file.

I created the database named otrs and then imported the dump. I think it has worked because when I did a

'show tables from otrs'

query from the command prompt on my test machine  93 tables were displayed.

How do I test to make sure that the import has worked?

How do I now go about cleaning the otrs/otrs directory before unzipping the 2.2 version there as per Michael's instructions?

Thannks a lot

Best

Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Thursday, 10 September, 2009 15:24:33 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Have a look at the otsr.sql file in notepad (or a better text editor if you have one). I just did a dump from my own otrs DB and this is the start of the file;

########################## -- MySQL dump 10.13  Distrib 5.1.35, for Win32 (ia32) -- -- Host: localhost    Database: otrs -- ------------------------------------------------------ -- Server version    5.1.35-community-log

/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; /*!40101 SET NAMES utf8 */; /*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */; /*!40103 SET TIME_ZONE='+00:00' */; /*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */; /*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS, FOREIGN_KEY_CHECKS=0 */; /*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */; /*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */;

-- -- Current Database: `otrs` --

CREATE DATABASE /*!32312 IF NOT EXISTS*/ `otrs` /*!40100 DEFAULT CHARACTER SET utf8 */;

USE `otrs`;

-- -- Table structure for table `article` -- ################################

Firstly my version of mysqldump is 10.13 so if you're using an earlier version it might do things a little differently.

Secondly there's the line to CREATE DATABASE `otrs` if it doesn't exist. Is this line in your dump? If its there it should create the database but maybe its acting up. If its not there then you'll have to create the database and then tell mysql to use it when you are importing the database i.e.

mysql -D otrs -u root -p < C:\otrsdump\otrs.sql

Note: The option to specify the database is -D for the mysql command but it is -B for mysqldump. I keep getting those confused.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

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2009/9/10 Lev Davidovich :

...

Thank you so much Rory.

The deletion of the 2.4.4 database and the dump of the live database went pretty smoothly.

But I have got stuck trying to import the dump (which is called "otrs.sql").

I have gone to the bin directory of the mysql install and typed

mysql -u root -p < C:\otrsdump\otrs.sql

was asked for and typed my password and got message "Error - no database selected".

So then I typed

mysql -u root -p otrs< C:\otrsdump\otrs.sql was asked for and typed my password and got message "Error - unknown database 'otrs' ".

Do I need to create a database called otrs first and then import the dump into it?

Thanks a lot

Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 15:48:30 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

If I remember correctly, you access mysql  from the command line i.e. mysql -u root -p Once you've done that type, show databases; This will give you a list of databases in your database server. Pick the otrs one (I think its just called otrs) Type in, drop database otrs; This will delete your otrs database.

Once that is done go to your live server. At the command line type (again check the database name first), mysqldump -B otrs -u root -p > otrsdump.sql

This will dump your otrs database to the file otrsdump.sql. The nice think about the dump file is that it is full of sql commands to recreate your database. So you simply need to run it through mysql on your test server to recreate your database. So copy the otrsdump.sql file to your test server.

Now at the command line of your test server type, mysql -u root -p < otrsdump.sql

The -p option to the mysql and mysqldump commands means you're using a password. If the -p is followed by a space it will ask you for the password on the next line so you can't see it written on the command line for security. The mysql and mysqldump commands may not be in your path. In that case change to the bin directory of the mysql install and run the command from there using the absolute path for the output/input file.

Let us know how you get on with that.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/9 Lev Davidovich :

...

"What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there."

Please explain to me in more detail how to "drop the mysql database, and load your backup database from live".

Is this something I do after the installation, or during it? Thank you

________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 11:12:31 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Lev,

Yes, there are no longer windows INSTALLERS of 2.2 otrs available, because of issues with one of the bundled components. On the download servers you can download every source version back to 0.5 beta! [http://ftp.otrs.org/pub/otrs/]

What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there. Copy Config.pm from the server to your Windows box but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

this because your copy system will not be sending escalations out for tickets that are long closed on live ;-) (available since otrs 2.2.6)

and you should probably also look into how OTRS fetches mails from the server on your live system. If you use pop or imap as defined in the Admin web user interface, you might want to edit crontab to NOT run PostMasterMailbox.pl

Regards,

MIchiel

On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovich wrote:

...

Thanks Michael. I am inclined to go down the VMWare route that both you and Rory and others suggest but I am not having much luck convincing the decision makers here!

The consensus seems to be that it is OK as a long term project but that in the short term what we need is a quick database dump followed by import into a copy of OTRS running on Windows.

Just to be clear about what you are saying -

are you saying it is no longer possible to download  versions of OTRS earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC installers that it is no longer possible to download?

Where can I find an automatic installer for version 2.3 x?

I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and install it manually (using the instructions that Afshar Mohebbi has posted ) - is that correct?

Thank you ________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 10:36:46 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Hi Lev,

Due to licensing issues there are no longer old Windows installers earlier than 2.3.x available for download.

Afshar Mohebbi has posted instructions for setting up OTRS on Windows;

http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.h... (but this is with Microsoft SQL Server, you should just install MySQL instead)

I guess it would be good to also have instructions for manual installation on Windows...

Depending on your situation you could also install VMWare on your XP workstation with linux, just as on your server. Then you would have a real test environment; which you can also use to test out upgrades or so. VMWare Server is available at no charge. VMWare workstation costs a little more but has lots of good features. Myself, I use VMWare server ;-)

Regards,

Michiel.

On Wed, Sep 9, 2009 at 11:18 AM, Lev Davidovich wrote:

...

Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that is the version we have on the live server.

The automatic installer on the following page

http://www.otrs.org/download/

is only for the latest version.

Is there an automatic installer I can find for installing 2.2 on Windows?

Rory was kind enough to point out the following page with downloads of earlier versions

ftp://ftp.otrs.org/pub/otrs/

but downloading 2.2.5 from here would require a manual install on Windows.

I can't seem to find instructions to manually install version 2.2 on Windows.

I have, however, found instructions to manually install version 1.3 on Windows on the following page.

http://doc.otrs.org/1.3/en/html/install-win32.html

Is there a page with similar instructions for version 2.2 or will the instructions for 1.3 be able to do the job for me?

Thanks for your help

Lev

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thank you - please tell me what the code is for changing the password for root@localhost. ________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Friday, 11 September, 2009 15:43:00 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Use otrs/bin/otrs.setPassword to change the password for root@localhost -- Michiel On Fri, Sep 11, 2009 at 4:39 PM, Lev Davidovich wrote:

I managed to get Admin pebrmissions for my machine at last!

I emptied out the base otrs directory and replaced the files with files from the 2.2.5 version. I then changed the Config file to the one from the live server and tried to log in but it won't let me log on as root@localhost !

Any idea what I should do?

Thanks ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Friday, 11 September, 2009 12:32:35 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

1) Yes, its the apache service that you need to stop. You minght also want to stop the Cron Service as that could also be accessing files and prevent you from deleting them. Have a look at the system log in your event viewer to see what the error is when you try to stop the apache service. If you can't stop the service its not a big deal, it just one less thing to consider if something doesn't work. The commands for stopping and starting services from the command line are;

net stop net start

You can get the service name from looking at the properties of the service. Its the very first line that you can't edit in the properties. You might find the runas command useful too, the syntax is;

runas /user:<domain>\<username> "<command>"

It will then ask you for your password and the command will run as the user you specified.

2) It doesn't really make much difference whether you copy from the live or if you extract the fresh download. The only reason I'd suggest a copy from live is that you have an exact copy of your live system. But if you havn't made any changes other than the config.pm then it doesn't matter.

3) I'm not sure why you were haveing the problem deleting files from your home machine. Maybe it was because the apache, mysql and cron services were running. If you have this trouble again I can tell you how to change the directory that apache server looks in for your files so that you can copy/extract the files to a different directory and still have everything work.

It does sound like your IT department has set you up with permissions that are almost but not quite administrator. Try to add a user to the machine yourself and add put them into the administrator group. That way you're sure to have local administrator rights. If you can't do that then you don't have full admin rights.

Take it easy, Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/11 Lev Davidovich :

...

Thanks a lot Rory - thanks to you and the others the finishing line seems to be in sight!

Just a couple of things to clarify:

1) Is it the "Apache" server I am supposed to stop in "Services" of "Administrative Tools" of "Control Panel"? I tired to stop it but am given a message that I have no access although our IT department was supposed to have given me full admin rights on this machine. Is there a way of doing this through the command line using my admin password? In any case I have asked IT to reexamine my admin rights so they are in the process of doing so.

2) My base otrs directory seems to be C:\Program Files\OTRS\OTRS which contains all the subdirectories you mention. When you say

"Now you can copy the same directory from the live server and drop it in here."

Is this better than doing what Michael said which was to download the 2.2.5 version from the download servers and unzip it in that directory - or is it virtually the same thing?

3) As a trial run I tried to delete the directories from the copy of OTRS in my laptop at home (Windows) but got messages that I could not delete certain files like "cron.pm" - is this likely to happen now and or is that also a matter of permissions which should hopefully be sorted out by our IT department? And if I do get such messages should I carry on regardless with copying everything else over or should I stop and restore the original version?

Thanks so much! :-) ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Friday, 11 September, 2009 9:23:32 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

I think you can be pretty confident that the dump worked. 93 tables is pretty promising. You could run a select query on the first 50 tickets in both the live and test databases and see that the output is the same.

SELECT tn,title FROM ticket LIMIT 50;

That should be enough to confirm that you have the right list of tickets loaded. You can always leave out the limit or increase it if you want more. In fact if you leave out the limit it will tell you the number of rows output at the end. You could do that on both to make sure you have the same number of tickets.

To clear out the files of otrs application firstly make sure your web server is stopped then simply remove everything from the base otrs directory. For me this is F:\wwwroot\otrs-2.4.1\ on my windows server. The sub directories are bin, doc, Kernel, scripts, var. Delete or move everything from there. Now you can copy the same directory from the live server and drop it in here.

Remember, as Michiel said,

...

Copy Config.pm from the server to your Windows box but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

Once you've done that start up your webserver and try to connect. With any luck you'll be able to log in straight away with the same username you use on the live server.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

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2009/9/10 Lev Davidovich :

...

Hi Rory the MySQL Dump version is 10.9 and the Create Database line was not there in the dump file.

I created the database named otrs and then imported the dump. I think it has worked because when I did a

'show tables from otrs'

query from the command prompt on my test machine  93 tables were displayed.

How do I test to make sure that the import has worked?

How do I now go about cleaning the otrs/otrs directory before unzipping the 2.2 version there as per Michael's instructions?

Thannks a lot

Best

Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Thursday, 10 September, 2009 15:24:33 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Have a look at the otsr.sql file in notepad (or a better text editor if you have one). I just did a dump from my own otrs DB and this is the start of the file;

########################## -- MySQL dump 10.13  Distrib 5.1.35, for Win32 (ia32) -- -- Host: localhost    Database: otrs -- ------------------------------------------------------ -- Server version    5.1.35-community-log

/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; /*!40101 SET NAMES utf8 */; /*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */; /*!40103 SET TIME_ZONE='+00:00' */; /*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */; /*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS, FOREIGN_KEY_CHECKS=0 */; /*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */; /*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */;

-- -- Current Database: `otrs` --

CREATE DATABASE /*!32312 IF NOT EXISTS*/ `otrs` /*!40100 DEFAULT CHARACTER SET utf8 */;

USE `otrs`;

-- -- Table structure for table `article` -- ################################

Firstly my version of mysqldump is 10.13 so if you're using an earlier version it might do things a little differently.

Secondly there's the line to CREATE DATABASE `otrs` if it doesn't exist. Is this line in your dump? If its there it should create the database but maybe its acting up. If its not there then you'll have to create the database and then tell mysql to use it when you are importing the database i.e.

mysql -D otrs -u root -p < C:\otrsdump\otrs.sql

Note: The option to specify the database is -D for the mysql command but it is -B for mysqldump. I keep getting those confused.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

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2009/9/10 Lev Davidovich :

...

Thank you so much Rory.

The deletion of the 2.4.4 database and the dump of the live database went pretty smoothly.

But I have got stuck trying to import the dump (which is called "otrs.sql").

I have gone to the bin directory of the mysql install and typed

mysql -u root -p < C:\otrsdump\otrs.sql

was asked for and typed my password and got message "Error - no database selected".

So then I typed

mysql -u root -p otrs< C:\otrsdump\otrs.sql was asked for and typed my password and got message "Error - unknown database 'otrs' ".

Do I need to create a database called otrs first and then import the dump into it?

Thanks a lot

Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 15:48:30 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

If I remember correctly, you access mysql  from the command line i.e. mysql -u root -p Once you've done that type, show databases; This will give you a list of databases in your database server. Pick the otrs one (I think its just called otrs) Type in, drop database otrs; This will delete your otrs database.

Once that is done go to your live server. At the command line type (again check the database name first), mysqldump -B otrs -u root -p > otrsdump.sql

This will dump your otrs database to the file otrsdump.sql. The nice think about the dump file is that it is full of sql commands to recreate your database. So you simply need to run it through mysql on your test server to recreate your database. So copy the otrsdump.sql file to your test server.

Now at the command line of your test server type, mysql -u root -p < otrsdump.sql

The -p option to the mysql and mysqldump commands means you're using a password. If the -p is followed by a space it will ask you for the password on the next line so you can't see it written on the command line for security. The mysql and mysqldump commands may not be in your path. In that case change to the bin directory of the mysql install and run the command from there using the absolute path for the output/input file.

Let us know how you get on with that.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

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2009/9/9 Lev Davidovich :

...

"What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there."

Please explain to me in more detail how to "drop the mysql database, and load your backup database from live".

Is this something I do after the installation, or during it? Thank you

________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 11:12:31 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Lev,

Yes, there are no longer windows INSTALLERS of 2.2 otrs available, because of issues with one of the bundled components. On the download servers you can download every source version back to 0.5 beta! [http://ftp.otrs.org/pub/otrs/]

What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there. Copy Config.pm from the server to your Windows box but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

this because your copy system will not be sending escalations out for tickets that are long closed on live ;-) (available since otrs 2.2.6)

and you should probably also look into how OTRS fetches mails from the server on your live system. If you use pop or imap as defined in the Admin web user interface, you might want to edit crontab to NOT run PostMasterMailbox.pl

Regards,

MIchiel

On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovich wrote:

...

Thanks Michael. I am inclined to go down the VMWare route that both you and Rory and others suggest but I am not having much luck convincing the decision makers here!

The consensus seems to be that it is OK as a long term project but that in the short term what we need is a quick database dump followed by import into a copy of OTRS running on Windows.

Just to be clear about what you are saying -

are you saying it is no longer possible to download  versions of OTRS earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC installers that it is no longer possible to download?

Where can I find an automatic installer for version 2.3 x?

I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and install it manually (using the instructions that Afshar Mohebbi has posted ) - is that correct?

Thank you ________________________________ From: Michiel Beijen To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 10:36:46 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Hi Lev,

Due to licensing issues there are no longer old Windows installers earlier than 2.3.x available for download.

Afshar Mohebbi has posted instructions for setting up OTRS on Windows;

http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.h... (but this is with Microsoft SQL Server, you should just install MySQL instead)

I guess it would be good to also have instructions for manual installation on Windows...

Depending on your situation you could also install VMWare on your XP workstation with linux, just as on your server. Then you would have a real test environment; which you can also use to test out upgrades or so. VMWare Server is available at no charge. VMWare workstation costs a little more but has lots of good features. Myself, I use VMWare server ;-)

Regards,

Michiel.

On Wed, Sep 9, 2009 at 11:18 AM, Lev Davidovich wrote: > Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that > is > the > version we have on the live server. > > The automatic installer on the following page > > http://www.otrs.org/download/ > > is only for the latest version. > > Is there an automatic installer I can find for installing 2.2 on > Windows? > > Rory was kind enough to point out the following page with downloads > of > earlier versions > > ftp://ftp.otrs.org/pub/otrs/ > > but downloading 2.2.5 from here would require a manual install on > Windows. > > I can't seem to find instructions to manually install version 2.2 on > Windows. > > I have, however, found instructions to manually install version 1.3 > on > Windows on the following page. > > http://doc.otrs.org/1.3/en/html/install-win32.html > > Is there a page with similar instructions for version 2.2 or will the > instructions for 1.3 be able to do the job for me? > > Thanks for your help > > Lev > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- 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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