TicketCounter.log resets after update from 4.0.5 to 4.0.6

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elitt
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Posts: 70
Joined: 08 Jan 2015, 17:01
Znuny Version: 5.0.10
Real Name: Egareg JAOUEN
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TicketCounter.log resets after update from 4.0.5 to 4.0.6

Post by elitt »

Be careful if you are running OTRS v4.0.5 with autoincrement ticket number.
I experienced that TicketCounter.log is reseted during update process from v4.0.5 to new v4.0.6.

I noticed it with a new ticket having Ticket# = 00001 instead of 02992.

To correct this :
  1. Update %OTRS_HOME%/var/log/TicketCounter.log with the correct value
  2. Modify the database record

    Code: Select all

    SELECT id, tn FROM ticket WHERE tn='xxxx'; #xxxx is the bad ticket number ; remember ticket id --> yyyy
    UPDATE ticket SET tn='zzzz' WHERE id='yyyy'; #zzzz is the correct ticket number
  3. Clear cache with /bin/otrs.DeleteCache.pl
OTRS v5.0.10 on Fedora25 with posgreSQL 9.4.9 database
jojo
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Re: TicketCounter.log resets after update from 4.0.5 to 4.0.6

Post by jojo »

did you read the UPGRADING installations?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
elitt
Znuny newbie
Posts: 70
Joined: 08 Jan 2015, 17:01
Znuny Version: 5.0.10
Real Name: Egareg JAOUEN
Company: Elitt

Re: TicketCounter.log resets after update from 4.0.5 to 4.0.6

Post by elitt »

I am using the OTRS Appliance on Windows 7.

I updated OTRS from v4.0.5 to v4.0.6 with the help of OTRS Appliance Manager module. No upgrading instructions to be read on the web interface. Nothing written about TicketCounter.log in release note.

I just had a look on upgrading instructions (from v3.3 to v4) and the TicketCounter.log point is mentionned. But the case appears also when updating from v4.0.5 to v4.0.6.
OTRS v5.0.10 on Fedora25 with posgreSQL 9.4.9 database
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