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• OTRS upgrade 3.0 to 3.1 fails

  - by Valentin0S

  Today I've started upgrading OTRS from version 2.3 to 2.4 , 2.4 to 3.0 and 3.0 to 3.1. Everything went smoothly except the upgrade from 3.0 to 3.1 OTRS provides a few perl scripts which make the upgrade easier. I've used these scripts for each upgrade step. The upgrade from 3.0 to 3.1 fails at the following after using the upgrade script. scripts/DBUpdate-to-3.1.pl The error is : root@tickets:/opt/otrs# su - otrs $ scripts/DBUpdate-to-3.1.pl Migration started... Step 1 of 24: Refresh configuration cache... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 5. Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAuto.pm line 4. done. Step 2 of 24: Check framework version... done. Step 3 of 24: Creating DynamicField tables (if necessary)... done. DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`pp_otrs`.`dynamic_field`, CONSTRAINT `FK_dynamic_field_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)) at /opt/otrs-3.1.10/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.14.2 OS: linux Time: Wed Sep 5 15:36:20 2012 Message: Cannot add or update a child row: a foreign key constraint fails (`pp_otrs`.`dynamic_field`, CONSTRAINT `FK_dynamic_field_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`)), SQL: 'INSERT INTO dynamic_field (name, label, field_order, field_type, object_type, config, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, 'Text', 'Ticket', '--- {} ', 1, '2012-09-05 15:36:20' , 1, '2012-09-05 15:36:20' , 1)' Traceback (20405): Module: main::_DynamicFieldCreation (v1.85) Line: 466 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 95 Could not create new DynamicField TicketFreeKey1 at scripts/DBUpdate-to-3.1.pl line 477. Step 4 of 24: Create new dynamic fields for free fields (text, key, date)... $ Did anyone else face the same issue? Thanks in advance

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• Getting OTRS to work with XAMPP

  - by JMeterX

  Setting up a testing environment on a RHEL5 server to test out OTRS ticketing system. I installed XAMPP for the ease of use factor for testing but can't seem to get the ticketing system to start with XAMPP at all. I am new to OTRS and learning on the fly. The documentation says to go to localhost/otrs/installer.pl. First, this file does not exist anywhere in the directory except in /opt/otrs/cgi-bin & fcgi-bin. And when I attempted to start OTRS in general I get " -- Please start the web server first! (service httpd start) <--" So do I need to edit the startup script to force it to use XAMPP? Or am I better off just installing HTTPD & MySQL myself?

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• OTRS slow performance main queue listing

  - by mrml

  we have the problem of a very slow queue listing. If there are more than 15 tickets in a single queue it takes up to 4-5 seconds for creating the view. This problems occure since we're using OTRS 3.1 We are running OTRS 3.1.4 with the KIX4OTRS extension on a virtualized Ubuntu 10.04 LTS. We tried yet: known performance tweaks provided in the manuals. creating extra database indexes installation on physical machines (no positive effects) with Ubuntu 12.04 / 12.04.1 Any ideas?

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• How can I change the default domain in an OTRS installation?

  - by Jamie

  I used a turnkeylinux.org otrs installation and I'm trying to configure the default domain of 'yourhost.example.com'. I tried the following: sed -ri 's/yourhost.example.com/mydomain.com/' /usr/share/otrs/Kernel/Config/Defaults.pm sudo shutdown -r now The next time I logged and tried to create a user, the default domain was still there. How can I change default doamin in an OTRS installation?

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• Redirecting to Login page in apache

  - by Shailesh Sutar

  I am working on OTRS where i want to set OTRS Login page on otrs.mydomain.com. I am having machine CentOS release 6.2 (Final). Currently I am accessing it,using otrs.mydomain.com/otrs/customer.pl for customer login AND otrs.mydomain.com/otrs/index.pl for admin login. I changed DocumentRoot to /opt/otrs but its not working as it should. OTRS is installed in /opt/otrs/ I am using Apache Server version: Apache/2.2.15 (Unix). Now i am stuck.

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• How can I allow anonymous access to OTRS FAQ area?

  - by robbie

  I have been searching for this for quite some time now. I am using OTRS 2.4.7 and installed the FAQ package version 1.6.5. Everything seems to work fine. When I am logged in, I can create articles and other users have the ability to browse the articles. I want to be able to allow access to any anonymous non-user to be able to read these articles. Can anyone shed some light on how to allow this type of access? Thanks

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• How can I allow anonymous access to OTRS FAQ area?

  - by robbie

  I have been searching for this for quite some time now. I am using OTRS 2.4.7 and installed the FAQ package version 1.6.5. Everything seems to work fine. When I am logged in, I can create articles and other users have the ability to browse the articles. I want to be able to allow access to any anonymous non-user to be able to read these articles. Can anyone shed some light on how to allow this type of access? Thanks

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• How can I allow anonymous access to OTRS FAQ area?

  - by robbie

  I have been searching for this for quite some time now. I am using OTRS 2.4.7 and installed the FAQ package version 1.6.5. Everything seems to work fine. When I am logged in, I can create articles and other users have the ability to browse the articles. I want to be able to allow access to any anonymous non-user to be able to read these articles. Can anyone shed some light on how to allow this type of access? Thanks

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• FastCGI Error Access to the script denied

  - by ArtWorkAD

  I have a Debian Squeeze server running nginx + php-fpm + fastcgi. I have a typo3 installation on this server which runs well. No I installed OTRS and I get an error that I do not understand: 2012/06/25 15:35:38 [error] 16510#0: *34 FastCGI sent in stderr: "Access to the script '/opt/otrs/bin/fcgi-bin/index.pl' has been denied (see security.limit_extensions)" while reading response header from upstream, client: ..., server: support.....com, request: "GET /otrs/index.pl HTTP/1.1", upstream: "fastcgi://127.0.0.1:9000", host: "support.....com", referrer: "http://support.....com/" Why do I get this error? The otrs directory is writable for the webserver, so this is not the problem. Any ideas?

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• TurnKey Linux

  <b>Linux Journal:</b> "Ever wanted to instantly have Drupal, Moodle, OTRS, MySQL, WordPress, Zimbra, Bugzilla, phpBB or a slew of other open source software packages up an running in a hassle-free manner to try out or available for rapid deployment? TurnKey Linux gives you just that."

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• Free texture sites – is it safe to use their content

  - by AllCoder

  There are multiple free texture sites, like: texturemate.com or plaintextures.com. I am wondering how safe it is to use their content? I imagine that the texture could be withdrawed from the site, making it difficult to prove it was really there. Or: a file can origin from other, restricted source. I am thinking about using wikipedia Commons, as there is the OTRS system. However most media requires attributing.

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• Looking for a simple Ticket Management Software

  - by waszkiewicz

  I'm looking for a good, free ticket management software that could be accessible from everywhere. The company is small (10 people) and the first goal is to have a database and to follow important incidents, even if someone is out of office. I tried OTRS, very nice but I suppose a bit complicated for some of our developers. Thanks for your suggestions. EDIT: I forgot to write that the platform is Windows for all users.

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• Record everything on command line centos /fedora/ ubuntu

  - by neolix

  Hello all, we are 100% Linux user across the network and we do work round clock, what happens shift change next admin come to his shift on that time what all issues comes he get resolve the issues but they just clear history from terminal. If we want record every at terminal what they have done to resolve the same issues or we can monitor as well, for trouble ticket we have internal OTRS which they update for reporting. Thanks ton

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• any software for managing data center, incidents, SLAs?

  - by coderwhiz

  I have been looking in using OTRS - ITSM to manage all of our services but wanted to know if any software existed that is not built into a ticket system? Pretty much want to add all services and tie them to an SLA. Once that is done, we would manually declare incidents and the system would automatically send our notificaton to the proper e-mail lists for downtime/planned maintenance. Would be nice if it calculates reports for SLAs etc. thanks

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• Help Desk Software with user groups and temporary ban function?

  - by Zillo

  Does anyone know any Help Desk Software which allow you to create user groups / to mark/categorize specific users in some way / and to to ban specific users/e-mails (not user groups) for a specific period of time? Kayako? OTRS? simpledesk?... Kayako looks to be very functional but not sure if it has this option. zendesk is also very functional but a SaaS service not a downloadable software. Since the functions that I am saying are very common in forum software, maybe simpledesk could do it since it is based in SMF. Any ideas?

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• Suggestions required to build an ECommerce Platform

  - by Haris

  For a prospective client we have to offer a solution to provide following system: CMS Order Management Shopping Cart CRM Helpdesk Accounting & Finance Custom Functions In order to save time and to avoid reinvent the wheel our idea is to integrate different off-the-shelf solutions. Their first requirement is that the system has to be hosted in their country which I think will exclude application like Aplicor, Netsuite & Salesforce. Basically the nucleaus would be the CMS which would integrate all the other apps. PHP or .Net based solutions would be our preferences as have inhouse expertise. So far following are few combinations I have come up with: Joomla (CMS) + Virtuemart (Cart+Ordering) + Sugar CRM + Open ERP (finance) + OTRS Magento (CMS+Cart+Ordering) + Sugar CRM + Open ERP (finance) + Helpdesk Ultimate Drupal (CMS) + Ubercart (Cart+Ordering) + Sugar CRM + Open ERP (finance) + Support Ticketing System Sharepoint (CMS) + OptimusBt (Cart+Ordering) + Dynamics CRM + Great Plains + SharepointHQ Dotnetnuke (CMS) + DNNSpot (Cart+Ordering) + Sigma Pro (CRM+Helpdesk) + Open ERP For Helpdesk I liked Zendesk but the server location was the stopping factor, similar for finance and CRM I liked Aplicor. I would not like to go into detailed requirements as it would make things very complex. Could you please suggest me which options are worth enough to start looking into? What other options we have?

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• Looking for a help desk ticketing system..

  - by Dan

  Hi guys Im looking for a good help desk ticket solution. It must perform the following actions for it to be useful. It needs to have a single point of contact via email..e.g [email protected] If we recieve a telephone(or an email outside of the system) we need to be able to create a ticket as if had been added via the single point of contact, this needs to be done with ease in order to save time. Certain people within our organisation deal with certain customers, so if the email/ custom input support call as mentioned in bullet 2 is picked up as having a relationship with that certain person in our organisation it needs to be sent to them/put in their queue for them to work on. If a person is out of office or sick any tickets sent to them must be forwarded to somebody else or put into a seperate pool of tickets that anybody can access. Perhaps have an agent that sorts through tickets in the pool and assigns them to anybody who is available, preferably the person with fewest tickets in their queue/list. Once a customer emails and the system logs it they immediately get a response with a ticket number and maybe details of who is dealing with the problem. Any correspondance in relation to a particular ticket is automatically grouped into some sort of message, and not made into a load of separate tickets. I.e system scans incoming email subjects for ticket numbers and assosciates it with exisiting tickets if that number exists. Any help is much appreciated Thanks P.S I have taken a look at OTRS but i'm not feeling it so unless someone can convince me I guess i'm after an alternative.

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• "Delivered-To" Header in Exchange

  - by Kaii

  In some SMTP server implementations (i.e. Postfix) you can enable Delivered-To and X-Original-To headers that will be added to your email. (or [X-]Envelope-To) This is very helpful with distribution lists to determine which e-mail address the mail has been redirected to. So, when the mail has been sent to [email protected], you can see in the Delivered-To or Envelope-To header that it has been redirected (distributed) to [email protected], which is one of many other e-mail addresses that are linked to a single mailbox. How do I find which address was used to deliver this mail to a specific mailbox on Microsoft Exchange 2010? Looking at the plain message (with all headers) i can not find any information that the mail arrived via address [email protected] I think I need the Delivered-To header (or a similar one) to be set on Microsoft Exchange when a mail is delivered via distribution lists. Is there any way to enable such header in Exchange 2010? I need it so that our Ticket system (OTRS) correctly recognizes where the ticket belongs to. Adding all the e-mail addresses of all distribution lists to the system configuration is not the right solution. And if there is a solution for Exchange 2010, is this possibly also applicable to Exchange 2007?

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