Have you tried manually downloading and uploading the ITSM packages into OTRS? Just incase it's something to do with downloading the packages on-the-fly? http://ftp.otrs.org/pub/otrs/itsm/bundle32/ITSM-3.2.4.opm On 20 May 2013 18:34, Marty Hillman wrote:

This is Ubuntu 12.04 LTS. Just changed the full SetPermissions commandline to the following:****

** **

/opt/otrs# bin/otrs.SetPermissions.pl /opt/otrs --otrs-user=otrs --web-user=www-data --otrs-group=otrs --web-group=www-data****

** **

Restarted the system and then went through the admin interface and attempted an upgrade again. I get the same error.****

** **

Ran the otrs.CheckModules.pm with the following results:****

** **

/opt/otrs# bin/otrs.CheckModules.pl****

o CGI..............................ok (v3.63)****

o Crypt::PasswdMD5.................ok (v1.3)****

o Crypt::SSLeay....................ok (v0.57)****

o CSS::Minifier....................ok (v0.01)****

o Date::Format.....................ok (v2.24)****

o Date::Pcalc......................ok (v1.2)****

o DBI..............................ok (v1.616)****

o DBD::mysql.......................ok (v4.020)****

o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.)****

o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)****

o DBD::Pg..........................Not installed! (optional - Required to connect to a PostgreSQL database.)****

o Digest::MD5......................ok (v2.51)****

o Digest::SHA::PurePerl............ok (v5.81)****

o Digest::SHA......................ok (v5.61)****

o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.)****

o Encode::Locale...................ok (v1.03)****

o GD...............................ok (v2.46)****

o GD::Text.......................ok (v0.86)****

o GD::Graph......................ok (v1.44)****

o IO::Scalar.......................ok (v2.110)****

o IO::Wrap.........................ok (v2.110)****

o JavaScript::Minifier.............ok (v1.05)****

o JSON.............................ok (v2.53)****

o JSON::PP.......................ok (v2.27200)****

o JSON::XS.......................ok (v2.32)****

o Locale::Codes....................ok (v3.24)****

o LWP::UserAgent...................ok (v6.04)****

o Mail::Internet...................ok (v2.12)****

o Mail::POP3Client.................ok (v1.2)****

o IO::Socket::SSL................ok (v1.53)****

o Mail::IMAPClient.................Not installed! (optional - Required for IMAP TLS connections.)****

o IO::Socket::SSL................ok (v1.53)****

o MIME::Base64.....................ok (v3.13)****

o MIME::Tools......................ok (v5.503)****

o ModPerl::Util....................ok (v2.000005)****

o Apache::DBI....................ok (v1.11)****

o Apache2::Reload................ok (v0.12)****

o Net::DNS.........................ok (v0.66)****

o Net::POP3........................ok (v2.29)****

o Net::IMAP::Simple................ok (v1.2034)****

o IO::Socket::SSL................ok (v1.53)****

o Net::SMTP........................ok (v2.31)****

o Authen::SASL...................ok (v2.16)****

o Net::SMTP::SSL.................ok (v1.01)****

o Net::SMTP::TLS::ButMaintained..ok (v0.20)****

o Net::LDAP........................ok (v0.53)****

o Net::SSL.........................ok (v2.84)****

o PDF::API2........................ok (v2.019)****

o Compress::Zlib.................ok (v2.033)****

o Storable.........................ok (v2.27)****

o SOAP::Lite.......................ok (v0.715)****

o version........................ok (v0.9902)****

o Class::Inspector...............ok (v1.28)****

o Text::CSV........................ok (v1.21)****

o Text::CSV_PP...................ok (v1.29)****

o Text::CSV_XS...................ok (v0.85)****

o Time::HiRes......................ok (v1.9721_01)****

o XML::Parser......................ok (v2.41)****

o HTTP::Message....................ok (v6.06)****

o HTTP::Headers..................ok (v6.05)****

o URI..............................ok (v1.60)****

o URI::Escape....................ok (v3.31)****

o Scalar::Util.....................ok (v1.23)****

o YAML::XS.........................Not installed! (required - use "perl -MCPAN -e shell;" - )****

** **

Ran “apt-get install libconfig-yaml-perl” to take care of the final requirement. I am not sure if this is a new requirement, but things were running fine under 3.2.2. Figured I would go ahead and run the following while I am at it.****

** **

apt-get update****

apt-get upgrade****

apt-get dist-upgrade****

** **

Tried everything again and I still get the same error.****

** **

*From:* Steven Carr [mailto:sjcarr@gmail.com] *Sent:* Monday, May 20, 2013 12:06 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] ITSM Upgrade to 3.2.4 failing****

** **

Have you tried running otrs.CheckModules.pl to see if there is anything else missing?****

** **

On 20 May 2013 17:58, Marty Hillman wrote:****

This is a bit odd. It is not telling me specifically which error occurred. I have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back to the list without any errors and does not appear to complete the uninstall. I finally got the error below when attempting to run an upgrade. Any thoughts? I am guessing it is a permissions error somewhere, but I ran “/opt/otrs/bin/SetPermissions.pl /opt/otrs” and it appeared to function properly. The ITSM upgrade fails through the browser every time.****

**** Oops! An Error occurred.****Error Message: Package is not installed, can't upgrade!****

. ****

You can Send a bugreport or go back to the previous pagehttp://otrsdev.equuscs.com/index.pl. **** Error Details:****Error Details****

Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20 11:53:17 2013 Message: Package is not installed, can't upgrade! RemoteAddress: 172.18.3.20 RequestURI: /index.pl Traceback (11895): Module: Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6) Line: 1563 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6) Line: 718 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31****

****

****

[image: http://intranet.equuscs.com/mishelp/Faq/email-signature/logo.png]* ***

5801 Clearwater Drive, Minnetonka, MN 55343 ****

*P** *612.617.4333 | *M *612.412.1098 | *E mhillman@equuscs.com* ****

****

****

--------------------------------------------------------------------- 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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Progress. Downloading and performing the manual install gives me the following error: 413 Request entity too large - POST_MAX=16384KB That tells me that somehow my max_allowed_packet is not large enough even though it is set to 20M. Odd. Changing it to 40M. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marty Hillman Sent: Monday, May 20, 2013 12:52 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing I will make that my next shot. In the meantime, I manually installed all of the ITSM packages one by one and am attempting a reinstall. It times out, but shows ITSM installed as well as available for install. I will give the manual method a shot next. Thanks for your help. From: Steven Carr [mailto:sjcarr@gmail.com] Sent: Monday, May 20, 2013 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing Have you tried manually downloading and uploading the ITSM packages into OTRS? Just incase it's something to do with downloading the packages on-the-fly? http://ftp.otrs.org/pub/otrs/itsm/bundle32/ITSM-3.2.4.opm On 20 May 2013 18:34, Marty Hillman mailto:mhillman@equuscs.com> wrote: This is Ubuntu 12.04 LTS. Just changed the full SetPermissions commandline to the following: /opt/otrs# bin/otrs.SetPermissions.plhttp://otrs.SetPermissions.pl /opt/otrs --otrs-user=otrs --web-user=www-data --otrs-group=otrs --web-group=www-data Restarted the system and then went through the admin interface and attempted an upgrade again. I get the same error. Ran the otrs.CheckModules.pmhttp://otrs.CheckModules.pm with the following results: /opt/otrs# bin/otrs.CheckModules.plhttp://otrs.CheckModules.pl o CGI..............................ok (v3.63) o Crypt::PasswdMD5.................ok (v1.3) o Crypt::SSLeay....................ok (v0.57) o CSS::Minifier....................ok (v0.01) o Date::Format.....................ok (v2.24) o Date::Pcalc......................ok (v1.2) o DBI..............................ok (v1.616) o DBD::mysql.......................ok (v4.020) o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.) o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.) o DBD::Pg..........................Not installed! (optional - Required to connect to a PostgreSQL database.) o Digest::MD5......................ok (v2.51) o Digest::SHA::PurePerl............ok (v5.81) o Digest::SHA......................ok (v5.61) o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.) o Encode::Locale...................ok (v1.03) o GD...............................ok (v2.46) o GD::Text.......................ok (v0.86) o GD::Graph......................ok (v1.44) o IO::Scalar.......................ok (v2.110) o IO::Wrap.........................ok (v2.110) o JavaScript::Minifier.............ok (v1.05) o JSON.............................ok (v2.53) o JSON::PP.......................ok (v2.27200) o JSON::XS.......................ok (v2.32) o Locale::Codes....................ok (v3.24) o LWP::UserAgent...................ok (v6.04) o Mail::Internet...................ok (v2.12) o Mail::POP3Client.................ok (v1.2) o IO::Socket::SSL................ok (v1.53) o Mail::IMAPClient.................Not installed! (optional - Required for IMAP TLS connections.) o IO::Socket::SSL................ok (v1.53) o MIME::Base64.....................ok (v3.13) o MIME::Tools......................ok (v5.503) o ModPerl::Util....................ok (v2.000005) o Apache::DBI....................ok (v1.11) o Apache2::Reload................ok (v0.12) o Net::DNS.........................ok (v0.66) o Net::POP3........................ok (v2.29) o Net::IMAP::Simple................ok (v1.2034) o IO::Socket::SSL................ok (v1.53) o Net::SMTP........................ok (v2.31) o Authen::SASL...................ok (v2.16) o Net::SMTP::SSL.................ok (v1.01) o Net::SMTP::TLS::ButMaintained..ok (v0.20) o Net::LDAP........................ok (v0.53) o Net::SSL.........................ok (v2.84) o PDF::API2........................ok (v2.019) o Compress::Zlib.................ok (v2.033) o Storable.........................ok (v2.27) o SOAP::Lite.......................ok (v0.715) o version........................ok (v0.9902) o Class::Inspector...............ok (v1.28) o Text::CSV........................ok (v1.21) o Text::CSV_PP...................ok (v1.29) o Text::CSV_XS...................ok (v0.85) o Time::HiRes......................ok (v1.9721_01) o XML::Parser......................ok (v2.41) o HTTP::Message....................ok (v6.06) o HTTP::Headers..................ok (v6.05) o URI..............................ok (v1.60) o URI::Escape....................ok (v3.31) o Scalar::Util.....................ok (v1.23) o YAML::XS.........................Not installed! (required - use "perl -MCPAN -e shell;" - ) Ran “apt-get install libconfig-yaml-perl” to take care of the final requirement. I am not sure if this is a new requirement, but things were running fine under 3.2.2. Figured I would go ahead and run the following while I am at it. apt-get update apt-get upgrade apt-get dist-upgrade Tried everything again and I still get the same error. From: Steven Carr [mailto:sjcarr@gmail.commailto:sjcarr@gmail.com] Sent: Monday, May 20, 2013 12:06 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing Have you tried running otrs.CheckModules.plhttp://otrs.CheckModules.pl to see if there is anything else missing? On 20 May 2013 17:58, Marty Hillman mailto:mhillman@equuscs.com> wrote: This is a bit odd. It is not telling me specifically which error occurred. I have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back to the list without any errors and does not appear to complete the uninstall. I finally got the error below when attempting to run an upgrade. Any thoughts? I am guessing it is a permissions error somewhere, but I ran “/opt/otrs/bin/SetPermissions.pl /opt/otrs” and it appeared to function properly. The ITSM upgrade fails through the browser every time. Oops! An Error occurred. Error Message: Package is not installed, can't upgrade! . You can Send a bugreport or go back to the previous pagehttp://otrsdev.equuscs.com/index.pl. Error Details: Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20 11:53:17 2013 Message: Package is not installed, can't upgrade! RemoteAddress: 172.18.3.20 RequestURI: /index.plhttp://index.pl Traceback (11895): Module: Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6) Line: 1563 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6) Line: 718 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [cid:image001.png@01CE555A.017A6860] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333tel:612.617.4333 | M 612.412.1098tel:612.412.1098 | E mhillman@equuscs.commailto:mhillman@equuscs.com --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

Yep. Just found that one. My German was a bit rusty. ☺ Changing the 16 in that value to 32 seems to have done the trick. Everything appears to have installed now. I did modify my.conf and php.ini just in case, but it was WebMaxFileUpload that actually did the trick. For reference, I did have to uninstall all of the components and then re-install. Maybe having the value set above first would have remedied the problem, but it was not apparent from the error messages. We are a little unique with our proxy configuration, but as wget was working, I believe I have those configured properly. Thanks again for all of your help. Issue resolved. From: Steven Carr [mailto:sjcarr@gmail.com] Sent: Monday, May 20, 2013 1:08 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing I think the POST_MAX variable is configured in Framework -> Core::Web -> WebMaxFileUpload On 20 May 2013 19:00, Marty Hillman mailto:mhillman@equuscs.com> wrote: Progress. Downloading and performing the manual install gives me the following error: 413 Request entity too large - POST_MAX=16384KB That tells me that somehow my max_allowed_packet is not large enough even though it is set to 20M. Odd. Changing it to 40M. From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Marty Hillman Sent: Monday, May 20, 2013 12:52 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing I will make that my next shot. In the meantime, I manually installed all of the ITSM packages one by one and am attempting a reinstall. It times out, but shows ITSM installed as well as available for install. I will give the manual method a shot next. Thanks for your help. From: Steven Carr [mailto:sjcarr@gmail.com] Sent: Monday, May 20, 2013 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing Have you tried manually downloading and uploading the ITSM packages into OTRS? Just incase it's something to do with downloading the packages on-the-fly? http://ftp.otrs.org/pub/otrs/itsm/bundle32/ITSM-3.2.4.opm On 20 May 2013 18:34, Marty Hillman mailto:mhillman@equuscs.com> wrote: This is Ubuntu 12.04 LTS. Just changed the full SetPermissions commandline to the following: /opt/otrs# bin/otrs.SetPermissions.plhttp://otrs.SetPermissions.pl /opt/otrs --otrs-user=otrs --web-user=www-data --otrs-group=otrs --web-group=www-data Restarted the system and then went through the admin interface and attempted an upgrade again. I get the same error. Ran the otrs.CheckModules.pmhttp://otrs.CheckModules.pm with the following results: /opt/otrs# bin/otrs.CheckModules.plhttp://otrs.CheckModules.pl o CGI..............................ok (v3.63) o Crypt::PasswdMD5.................ok (v1.3) o Crypt::SSLeay....................ok (v0.57) o CSS::Minifier....................ok (v0.01) o Date::Format.....................ok (v2.24) o Date::Pcalc......................ok (v1.2) o DBI..............................ok (v1.616) o DBD::mysql.......................ok (v4.020) o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.) o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.) o DBD::Pg..........................Not installed! (optional - Required to connect to a PostgreSQL database.) o Digest::MD5......................ok (v2.51) o Digest::SHA::PurePerl............ok (v5.81) o Digest::SHA......................ok (v5.61) o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.) o Encode::Locale...................ok (v1.03) o GD...............................ok (v2.46) o GD::Text.......................ok (v0.86) o GD::Graph......................ok (v1.44) o IO::Scalar.......................ok (v2.110) o IO::Wrap.........................ok (v2.110) o JavaScript::Minifier.............ok (v1.05) o JSON.............................ok (v2.53) o JSON::PP.......................ok (v2.27200) o JSON::XS.......................ok (v2.32) o Locale::Codes....................ok (v3.24) o LWP::UserAgent...................ok (v6.04) o Mail::Internet...................ok (v2.12) o Mail::POP3Client.................ok (v1.2) o IO::Socket::SSL................ok (v1.53) o Mail::IMAPClient.................Not installed! (optional - Required for IMAP TLS connections.) o IO::Socket::SSL................ok (v1.53) o MIME::Base64.....................ok (v3.13) o MIME::Tools......................ok (v5.503) o ModPerl::Util....................ok (v2.000005) o Apache::DBI....................ok (v1.11) o Apache2::Reload................ok (v0.12) o Net::DNS.........................ok (v0.66) o Net::POP3........................ok (v2.29) o Net::IMAP::Simple................ok (v1.2034) o IO::Socket::SSL................ok (v1.53) o Net::SMTP........................ok (v2.31) o Authen::SASL...................ok (v2.16) o Net::SMTP::SSL.................ok (v1.01) o Net::SMTP::TLS::ButMaintained..ok (v0.20) o Net::LDAP........................ok (v0.53) o Net::SSL.........................ok (v2.84) o PDF::API2........................ok (v2.019) o Compress::Zlib.................ok (v2.033) o Storable.........................ok (v2.27) o SOAP::Lite.......................ok (v0.715) o version........................ok (v0.9902) o Class::Inspector...............ok (v1.28) o Text::CSV........................ok (v1.21) o Text::CSV_PP...................ok (v1.29) o Text::CSV_XS...................ok (v0.85) o Time::HiRes......................ok (v1.9721_01) o XML::Parser......................ok (v2.41) o HTTP::Message....................ok (v6.06) o HTTP::Headers..................ok (v6.05) o URI..............................ok (v1.60) o URI::Escape....................ok (v3.31) o Scalar::Util.....................ok (v1.23) o YAML::XS.........................Not installed! (required - use "perl -MCPAN -e shell;" - ) Ran “apt-get install libconfig-yaml-perl” to take care of the final requirement. I am not sure if this is a new requirement, but things were running fine under 3.2.2. Figured I would go ahead and run the following while I am at it. apt-get update apt-get upgrade apt-get dist-upgrade Tried everything again and I still get the same error. From: Steven Carr [mailto:sjcarr@gmail.commailto:sjcarr@gmail.com] Sent: Monday, May 20, 2013 12:06 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing Have you tried running otrs.CheckModules.plhttp://otrs.CheckModules.pl to see if there is anything else missing? On 20 May 2013 17:58, Marty Hillman mailto:mhillman@equuscs.com> wrote: This is a bit odd. It is not telling me specifically which error occurred. I have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back to the list without any errors and does not appear to complete the uninstall. I finally got the error below when attempting to run an upgrade. Any thoughts? I am guessing it is a permissions error somewhere, but I ran “/opt/otrs/bin/SetPermissions.pl /opt/otrs” and it appeared to function properly. The ITSM upgrade fails through the browser every time. Oops! An Error occurred. Error Message: Package is not installed, can't upgrade! . You can Send a bugreport or go back to the previous pagehttp://otrsdev.equuscs.com/index.pl. Error Details: Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20 11:53:17 2013 Message: Package is not installed, can't upgrade! RemoteAddress: 172.18.3.20 RequestURI: /index.plhttp://index.pl Traceback (11895): Module: Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6) Line: 1563 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6) Line: 718 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [cid:image001.png@01CE555C.15DB9F70] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333tel:612.617.4333 | M 612.412.1098tel:612.412.1098 | E mhillman@equuscs.commailto:mhillman@equuscs.com --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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