Ralf, Neil, Actually, I would not recommend the current otrs2 package from the Debian or Ubuntu repositories. It is lagging behind (2.2.x for Debian, 2.3.x for Ubuntu) and broken in many ways. There are many bug reports filed against it. The package has not been maintained for a while. Instead, I would advise to do an 'installation from source' which is a little more work but will pay off in the end: http://doc.otrs.org/2.4/en/html/x531.html#preparing-manual-installation If you're new to Linux, and you just want to evaluate OTRS, you can also grab the Windows Installer. Of course, if you want to leverage the full benefits of a 'free' helpdesk solution, and you want the hassle-free package install, you can also decide to go with OpenSUSE or such. In general, if you decide to install OTRS from your Linux system package manager (as opposed to: from the OTRS.org website) you'll have the benefit that it is easier to install (but not that much, usually just saves the download), and the drawback that you won't be getting any upgrades for OTRS without upgrading your Linux version. For instance, Ubuntu 8.04 LTS shipped OTRS 2.2.4. Usually, they will only ship security updates for OTRS. You will not get newer versions for the OTRS package unless you decide to upgrade your operating system to a higher version of Ubuntu, that comes with a different OTRS version. This is - in my opinion - not a good situation for most OTRS users. This is the reason that I would advice installing from the OTRS website over installing from your Suse/Debian/Ubuntu/... package manager. Of course, in some scenarios, it can still be nice to quickly put together an OTRS instance. It just depends on what you need. For Debian and Ubuntu support; we currently have pretty much users running Ubuntu as this distribution has become extremely popular in recent years. We're now working with the new Debian package maintainer to get a better OTRS experience for the Debian package, which will eventually also improve the Ubuntu package. As soon as we have more news on that, I'll post here and on the OTRS.org website. -- Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Feb 17, 2010 at 11:10 PM, Ralf Hildebrandt wrote:

* Neil Grantham :

...

If I install Ubuntu Linux, which OTRS download do I need to get?!

Easy solution:

Install the otrs packages. apt-get install otrs2

That also installs the dependencies. If that version is not recent enough, deinstall and install the tarball http://ftp.otrs.org/pub/otrs/otrs-2.4.7.tar.bz2

-- Ralf Hildebrandt  Geschäftsbereich IT | Abteilung Netzwerk  Charité - Universitätsmedizin Berlin  Campus Benjamin Franklin  Hindenburgdamm 30 | D-12203 Berlin  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962  ralf.hildebrandt@charite.de | http://www.charite.de

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On Thu, Feb 18, 2010 at 10:12 AM, Ralf Hildebrandt wrote:

* You should really publish patches from one minro version to the next  It's easier to install a patch over an existing installation...

Actually I find 'tar -xvf otrs-*' quite an easy way to patch a system :D I can see that for instance, if you've created a theme, you might be interested in any changes we made to .dtl files; so if you have modified this specific .dtl file you can merge your changes with that. I'll discuss to see if we can automatically generate and publish the patches between the different version, I guess that it's possible. If there is someone on the list interested in generating and publishing those, that would be of course very welcome! -- Michiel

Gentlemen, For Ubuntu - if you install the latest "unstable" version (Karmic) then with apt-get install otrs2 you get the latest version of OTRS. Obviously running Karmic in Production is a risk as it is "bleeding edge", but it is working fine for me so far... Thanks, Mark Novak On Thu, Feb 18, 2010 at 3:01 AM, Michiel Beijen wrote:

Ralf, Neil,

Actually, I would not recommend the current otrs2 package from the Debian or Ubuntu repositories. It is lagging behind (2.2.x for Debian, 2.3.x for Ubuntu) and broken in many ways. There are many bug reports filed against it. The package has not been maintained for a while. Instead, I would advise to do an 'installation from source' which is a little more work but will pay off in the end: http://doc.otrs.org/2.4/en/html/x531.html#preparing-manual-installation

If you're new to Linux, and you just want to evaluate OTRS, you can also grab the Windows Installer. Of course, if you want to leverage the full benefits of a 'free' helpdesk solution, and you want the hassle-free package install, you can also decide to go with OpenSUSE or such.

In general, if you decide to install OTRS from your Linux system package manager (as opposed to: from the OTRS.org website) you'll have the benefit that it is easier to install (but not that much, usually just saves the download), and the drawback that you won't be getting any upgrades for OTRS without upgrading your Linux version. For instance, Ubuntu 8.04 LTS shipped OTRS 2.2.4. Usually, they will only ship security updates for OTRS. You will not get newer versions for the OTRS package unless you decide to upgrade your operating system to a higher version of Ubuntu, that comes with a different OTRS version. This is - in my opinion - not a good situation for most OTRS users. This is the reason that I would advice installing from the OTRS website over installing from your Suse/Debian/Ubuntu/... package manager. Of course, in some scenarios, it can still be nice to quickly put together an OTRS instance. It just depends on what you need.

For Debian and Ubuntu support; we currently have pretty much users running Ubuntu as this distribution has become extremely popular in recent years. We're now working with the new Debian package maintainer to get a better OTRS experience for the Debian package, which will eventually also improve the Ubuntu package. As soon as we have more news on that, I'll post here and on the OTRS.org website.

-- Michiel Beijen R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/

Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann

CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm

On Wed, Feb 17, 2010 at 11:10 PM, Ralf Hildebrandt wrote:

...

* Neil Grantham :

...

If I install Ubuntu Linux, which OTRS download do I need to get?!

Easy solution:

Install the otrs packages. apt-get install otrs2

That also installs the dependencies. If that version is not recent enough, deinstall and install the tarball http://ftp.otrs.org/pub/otrs/otrs-2.4.7.tar.bz2

-- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt@charite.de | http://www.charite.de

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On Thu, Feb 18, 2010 at 9:05 AM, Ralf Hildebrandt < Ralf.Hildebrandt@charite.de> wrote:

* Mark Novak :

...

Gentlemen,

For Ubuntu - if you install the latest "unstable" version (Karmic) then with apt-get install otrs2 you get the latest version of OTRS.

Nope. In karmic you're getting 2.3.4-1

The latest version is 2.4.7

...

Obviously running Karmic in Production is a risk as it is "bleeding edge", but it is working fine for me so far...

karmic is not bleeding edge. It's the currect stable release. lucid is "bleeding edge".

lucid does indeed contain 2.4.7-1. Nice!

http://www.otrs.com/en/support/enterprise-subscription/

Ralf, thanks for pointing that out! I am running Koala on normal production servers but am using Lucid for OTRS. The only issue I had with my OTRS installation on Lucid was the change I needed to make in the apache config file for OTRS so that the OTRS package loader would work. Just for additional info, I am running this on the Amazon cloud as well. It is working fine for me but I don't have many users (users < 250) so don't know how well it would work with many more users. By the way, nice to see you over here. Our paths have crossed before over in the Nagios list... Thanks, Mark