Znuny and ((OTRS)) Community Edition

MichaelR

The major change is you will need to dump the MS SQL database and somehow convert it to MySQL or some other database that is supported in Linux.

MichaelR

ferrosti wrote:We have discussed that above.
This is not possible, since the upgrade scripts partially depend on their respective framework.

I'm talking about the database upgrade scripts, only thought they were dependent on the database schema?

MichaelR

Yes, I could have said this earlier, but I probably did before, which is why I linked to what I've already said. He said what he said because he had to say it for reasons that have already been said :P Do NOT use any linux stuff if you are backing up OTRS on windows. 1. Dump database, sysconfig set...

MichaelR

Maybe it is just easier to dump the database, download the sysconfig etc... and start fresh, with the database upgrade scripts?

MichaelR

Ohh, I left them in, I will poke around and try remove them

Will update it if I can remove them!

MichaelR

I ended up building an opm for ya.
It's got vkandersv's name in it, and I changed a few things around to make it 100% english

Let me know if it fail's epicly or not...
(It's in a zip file because OTRS Forums don't allow us to upload .opm's?)

MichaelR

You spend a while looking for the fix, you post up your problem, and then immediately after posting, you stumble across the solution... I just reset the text box to 'defaults' and it changed the link. Most probable cause was FAQ module has changed it's module names in the change between OTRS 2.4 &am...

MichaelR

Hey, Just configuring my FAQ section, and after testing the 'approval' feature, the link OTRS provides to approve a FAQ item. http://mywebsite/otrs/index.pl?Action=AgentFAQ&Subaction=Update&CategoryID=1&ItemID=6 It cannot find the 'AgentFAQ' module, which indeed isn't in my Modules direc...

MichaelR

For our own system i made a new module, going the opposite way, showing 4 weeks moving stats, its really neat, as shown below. Have not tought about excluding saturday/sunday since we are in a 24/7-office, but guess its fairly easy Ive been thinking about making a package of this, but are to new to...

MichaelR

I am using POP3S on my Windows 7 box.... worked straight out of the box.... You need OTRS installed on the same box as PostMasterMailbox.pl Try using a non-standard port as a 'last' resort. And I stress the word 'last'. Hassle IT to open ports, seriously hassle, claim the whole system will fall apar...

MichaelR

1. I wouldn't know, what's the issue with temporary passwords? They cannot read them properly? They are not working? 2. You are looking for OTRS/Kernel/Output/HTML/<yourtemplate>/AgentDashboardTicketGeneric.dtl Specifically under the row:  Crythias ...

MichaelR

Easiest way is to backup during a period of inactivity
1. mysqldump
2. copy OTRS folder
3. keep a manual backup of the sysconfig

Should be about it, not to hard to write a small batch file

MichaelR

I don't think it is... when I start typing in the company domain name of an email address, I get the customer. Ie. bob@domain.com If I start typing in 'domain' then I get the dropdown for bob@domain.com... Is that what you were after? :) PS. You are probably looking for OTRS/Kernel/Modules/AgentTick...

MichaelR

If that is the case, then some email code isn't returning correctly? Causing OTRS to stop any further processing?

MichaelR

Yeah, a few of us are getting this issue, for me it is happening on notes, and generally when there is a popup screen that OTRS brings up.
You click the submit button at the bottom of the page and the screen seems to submit, but goes blank and does not close.

MichaelR

The internal note will most likely send out internal emails to agents.

It is weird though, as root@localhost while adding a note on a ticket, the screen still goes blank (all white) root@localhost has no email configured, and as such, no email actions are taken?

MichaelR

If you are in linux, otrs.SetPermissions.pl
If you are in windows, 'Everyone' permissions

MichaelR

Each agent has a 'New Ticket Notification' that you can enable, just make sure 'My Queues' is filled out.

MichaelR

There is a file.... in OTRS.... called 'UPGRADING'...

I would highly recommend reading it...

MichaelR

Posting this again! I have written up a little addon to crythias' code that also sends a notification email to whomever you want. It also includes in an attachment the body and subject of the blocked incoming email. 1st Section: You need to add the email object definition in the 'sub new' FILE: OTRS...

MichaelR

Hey, When I am forwarding a ticket, the 'To:' field has an ajax lookup. I want to replicate this to the 'Cc:', but alas it is not working. The code that determines what gets the AJAX lookup is not in the .dtl theme files? I even tried duplicating the original 'To:' field but the second copy (right b...

MichaelR

Which section are you talking about? Can you post a screen shot of the header part you are trying to modify?

I think there is a sysconfig option for changing the header_bg.png... Do you mean the one in Framework -> Frontend::Agent?

MichaelR

Hey,

This is something like what I posted about here: http://forums.otrs.org/viewtopic.php?f=64&t=9051
The functionality for this is not in OTRS 3, and will take a while to be ported over etc..

But it is a nifty feature that would be awesome!

Cheers,
Michael

MichaelR

Necesito, por favor si alguien me puede indicar como puedo actualizar de version 2.4.5 a 3.0.6 en Windows de 64 bits. Y que cambios debo hacerle a las tablas del MySQL. Gracias. Google Translate: Need, please if anyone can tell me how I can upgrade from version 2.4.5 to 3.0.6 on Windows 64 bits. An...

MichaelR

Hey, A customer sends an email in through the postmaster mailbox, and it gets converted into a ticket and an Auto-Response is sent out. In the article that contains the customer's email, they have a signature with a picture, which displays fine within OTRS. But any other communication that contains ...

MichaelR

install phpMyAdmin or something like that, easy!

MichaelR

Just run a few of the otrs.Cleanup.pl files Probably: - otrs.CleanUp.pl - otrs.DeleteCache.pl - otrs.RebuildConfig.pl You shouldn't have to worry about permissions errors, as otrs.SetPermissions.pl is meant for Unix. I have given the OTRS folder 'Everyone' permissions, but that's probably a giant se...

MichaelR

arvobowen wrote:Is there a way to export my data from 2.4 and then import it into 3.0? That would be great if there was!

Dump database + sysconfig + Config.PM
Install new version
Reimport
????
Profit!

There's a youtube vid about it.... Same process basically.

MichaelR

Hey, I have OTRS installed on a server on the network, and have seperate IIS server that is our web server. I have installed the Reverse Proxy & ARR stuff, and set up the reverse proxy Now it looks to be working ok, links work, logins work, all good! Only issue is, if I click on a link twice rea...

MichaelR

Fair enough then, I am looking forward to it

Thanks for answering!

Cheers,
Michael

MichaelR

Hey, When you have zoomed into a ticket, right under the CustomerID on the right, I wish to include the Customer Company Comment. I have tried AgentTicketZoom.dtl .... <label>$Text{"Comment"}:</label> <p class="Value" title="$QData{"CustomerCompanyComment"}">$...

MichaelR

The way we 'got around' the issue of purely internal tickets was to create an 'internal' company, and assign ticket and responsibilities accordingly!

MichaelR

Just checking to see if a port to 3.x is in the works? This patch looks exciting!

MichaelR

Hey, What kind of scope of work would it take to make a particular FreeTextField dependent on another. I have a FreeTextField called 'Product' where agents can define which product the ticket is about, and I have another FreeTextField called 'Product X - Sub Category' where if an agent has selected ...

MichaelR

It would be defined in the skins folder in a CSS file.

OTRS/var/httpd/skins/your-skin-here/css/

Possibly 'Core.Default.css' there seems to be a heap of colours defined in there

MichaelR

Hmm... I decided that I would just comment out the lines I posted above, as considering the OTRS folder has 'Everyone' permissions there shouldn't be any permission problems.

So far the errors I have been getting are not appearing, but that doesn't mean it is fixed, I will continue to monitor.

MichaelR

Adding some more info: I have had a look in ArticleStorageFS.pm Specifically this section seems to be failing, could this be a specific windows error? It happens intermittently, where if I simply refresh the page it goes away. I can't see why this is happening? if ( mkdir( "$Self->{ArticleDataD...

MichaelR

Yeah I'm getting the same errors with some of my agents. They add an internal note, and after submitting the note, the popup screen goes blank (all white). If I close the popup and refresh the main page, the note is sometimes added, and sometimes not. I have restored from a previous backup of 2.4.9 ...

MichaelR

Hey, I am getting these weird errors when I have moved by storage for articles etc out of the database and onto the file system. I have also run the 'Move Article Storage' script, which didn't throw any errors. It is a Windows 7 x64 VM, The 'C:\PROGRAM FILES (x86)\OTRS' folder has 'Everyone' permiss...

MichaelR

Logs? Anything?

Log Locations (most likely)
/opt/OTRS/Var/logs
/don't/know/where/Apache/Logs

MichaelR

The way I got around it was by having just 1 queue the customer can create tickets it. Then there is no text duplication.

MichaelR

Thanks for that, and yeah I will have to think about that. Just thought there might of been a sysconfig option!

Cheers,
Michael

MichaelR

Really noob question I know, I swear I saw a config option for it, but for the life of me I cannot find it...

Anyone know where I can change this?

Cheers,
Michael

MichaelR

Whoops,

Here are the appropriate links:
http://forums.otrs.org/viewtopic.php?f=60&t=6586
http://forums.otrs.org/viewtopic.php?f=61&t=4933

But yeah, in addition to logging it would be awesome if there was a way to notify someone of this occurence

MichaelR

Hey, I have implemented the patch from crythias here: http://forums.otrs.org/viewtopic.php?f=62&t=8753 This works perfectly, but I would like a way to either notify an agent or the sending email address? There is a reject email function, but it is too global, hence why I will be using this patch...

MichaelR

Bump :) I've kept looking around the forums and OTRS itself, cannot find anything. To further redefine my problem, I would like the TicketFreeText field(s) and/or ArticleFreeText field(s) to be able to accept user input instead of being pre-determined drop-down boxes. Also looking for a general way ...

MichaelR

(Windows XP / OTRS 2.4.9 / MySQL) Hey, Just wondering if it's possible to make Ticket/Article FreeText fields that can have data entered at ticket creation, instead of having a drop down box. Searched around the forum for a while, couldn't see anything... The plan is to have a billing code field, wh...

MichaelR

I am getting a lot of:
[Tue Nov 16 13:57:45 2010][Error][Kernel::Output::HTML::Layout::Output][659] Module Kernel/Output/HTML/OutputFilterFAQ.pm not found!

And I mean a lot....

MichaelR

Hey, I recently updated my OTRS (with ITSM) from 2.4.7 to 2.4.9, everything is working fine, bar when I click Package Manager, it goes into an inf loop causing the cpu to crunch @ 100% This means I cannot install ITSM into OTRS or do anything.... The guide I followed to upgrade was: http://www.youtu...

MichaelR

Hey, In creating CI's there is the field 'Owner' which can be linked to Customer's, but the CI's I am creating are for internal staff and therefore would like to assign to internal staff to particular CI's (eg. laptop/computer etc) In the CI configuration area, I can change the type from 'Customer' ...

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