Hi all, I need help upgrading from 2.4.7 to 3.0.2. I downloaded the file OTRS-3.0.2-01.noarch.rpm file from the OTRS.org website and I tried to follow the instructions in http://doc.otrs.org/3.0/en/html/x907.html 3.3 Upgrading the OTRS Framework. We are installing it on a OpenSuse 11.2 system, but we have little knowledge of Linux systems. The 2.4.7 system worked fine all the time, but we are not getting this 3.0 version up and running. What did we do (our reference is the website)?
* Stopping all relevant services succeeded with 1 exception (apache), but I presume that is because we don't have it? * Backing up everything succeeded * We didn't set up a new system * The install by double clicking the file succeeded * We also restored the old config file successfully * Set file permissions also was succesfull * Apply the database changes (part 1/2) didn't succeed. When running the script "cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs" we receive the following message "ERROR 1045 (28000) : Access denied for user 'root'@'localhost' (using password:YES) * Run the migration script succeeded without errors * Apply the database changes (part 2/2) failed with the same error as above! * Refresh the configuration and delete caches. Please run: shell> bin/otrs.RebuildConfig.pl and shell> bin/otrs.DeleteCache.pl succeeded without errors * Restart your services also succeeded without the apache After this when I try to go to our OTRS website (http://our system name/otrs/index.pl) I get the following error : "Software error: Can't load backend module Kernel::System::Cache::File! at /opt/otrs//Kernel/System/Cache.pm line 83." Can someone please help us? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of otrs-requ...@otrs.org Sent: woensdag 17 november 2010 11:36 To: otrs@otrs.org Subject: otrs Digest, Vol 26, Issue 38 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-requ...@otrs.org You can reach the person managing the list at otrs-ow...@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) (Mark Shepard) 2. Re: Errors when installling ITSMChangeManagement-2.1.1 (Alexander Halle) 3. Get ticket time (Eloy Coto Pereiro) 4. Re: Errors when installling ITSMChangeManagement-2.1.1 (Marius Vaitiekunas) 5. Re: When will there be a compatible OTRS::ITSM for OTRS 3.0.X? (Hugh Kelley) ---------------------------------------------------------------------- Message: 1 Date: Wed, 17 Nov 2010 03:14:40 -0500 From: Mark Shepard <mark.shep...@canoe-ventures.com> Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) To: User questions and discussions about OTRS. <otrs@otrs.org> Message-ID: <8399022d32b11f44bb580970fc6d54cc060c877...@cnv-exchange01.canoe-ventures.com> Content-Type: text/plain; charset="us-ascii" Hugh - this was/is extremely helpful, and exactly what I was looking for. Unfortunately, I don't have the time right now to look into optimizations, but if we end up making any modifications down the road I'll be sure to let you know. Thanks again! From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Hugh Kelley Sent: Tuesday, November 16, 2010 7:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) Mark, we had a similar request from our agents so I created the attached OPM. I hadn't expected it would be shared so it is still pretty rough. You can at least use it as a guide. It's a pretty direct re-purposing of the "stock" AgentDashboardTicketGeneric. While we're on the subject of re-use, I'll admit to being a Perl novice and would appreciate any tips on how I might inherit from/extend Perl modules in the future (so that I don't have to manually copy over fixes to the original modules). Any tips? Hugh On Tue, Nov 16, 2010 at 7:33 PM, Mark Shepard wrote: Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark --------------------------------------------------------------------- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20101117/ca3d0129/attachment-0001.html> ------------------------------ Message: 2 Date: Wed, 17 Nov 2010 09:11:55 +0100 From: Alexander Halle <ahalle-otrs...@radprax.de> Subject: Re: [otrs] Errors when installling ITSMChangeManagement-2.1.1 To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <4ce38e4b.9000...@radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Marius Vaitiekunas wrote : > I am getting next error messages when i try to install > ITSMChangeManagement-2.1.1. > GeneralCatalog 2.1.1 and ITSMCore 2.1.1 are already installed. I use > otrs 2.4.9 with mod_perl and apache on gentoo linux. Database is mysql. [...] Hi Marius, are you getting also errors when you logout and try to login again ? Then perhaps restarting apache or rebooting your machine will help. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 ------------------------------ Message: 3 Date: Wed, 17 Nov 2010 10:18:02 +0100 From: Eloy Coto Pereiro <eloy...@gmail.com> Subject: [otrs] Get ticket time To: otrs@otrs.org Message-ID: <aanlktinmgvwerwfxsiqgbhbmqze64xtz4j7b45dcp...@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, I have new OTRS3, I like to check that it's possible to change the right panel of AgentTicketZoom(Ticket information). This panel have this information: Type: State: new Locked: unlock Priority: Queue: Service: Service Level Agreement: First Response Time: Update Time: Solution Time: CustomerID: Accounted time: Owner: This information is excellent, but in my case I have one state exclude from solution time (Waiting for the client), for the stats I don't have problem, programing new script to parse (ticket_history) and don't have problems but I want it if it will be possible delete states from SolutionTime function to see correctly in Ticket Information Panel. Any help? Kind Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20101117/9f627f63/attachment-0001.html> ------------------------------ Message: 4 Date: Wed, 17 Nov 2010 12:06:16 +0200 From: Marius Vaitiekunas <mariusvaitieku...@gmail.com> Subject: Re: [otrs] Errors when installling ITSMChangeManagement-2.1.1 To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <aanlktimwfegnfj7ztrr8qfzwvduozgc_8jsf+ldbv...@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" After apache restart i installed ITSM packages succesfully. Could this incident couse any problem in a future? At the moment everything looks OK. This is not a first time, when i am installing otrs. I have never seen similar errors before. On Wed, Nov 17, 2010 at 10:11 AM, Alexander Halle <ahalle-otrs...@radprax.de > wrote: > Marius Vaitiekunas wrote : > > I am getting next error messages when i try to install >> ITSMChangeManagement-2.1.1. >> GeneralCatalog 2.1.1 and ITSMCore 2.1.1 are already installed. I use otrs >> 2.4.9 with mod_perl and apache on gentoo linux. Database is mysql. >> > [...] > > Hi Marius, > > are you getting also errors when you logout and try to login again ? Then > perhaps restarting apache or rebooting your machine will help. > > Regards > > Alexander > > -- > radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile > and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal > Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag > Phone +49 202 2489 1123, Fax +49 202 2489 941123 > > > --------------------------------------------------------------------- > 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 > -- mv -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20101117/fcf3071a/attachment-0001.html> ------------------------------ Message: 5 Date: Wed, 17 Nov 2010 05:30:03 -0500 From: Hugh Kelley <hugh.kel...@gmail.com> Subject: Re: [otrs] When will there be a compatible OTRS::ITSM for OTRS 3.0.X? To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <aanlktikg7vhiraxxmguvyxerfdmiwwdokoyuza3ac...@mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 I saw that announcement but couldn't tell if that was a beta date or GA. When will betas start to show up? Hugh On 11/16/10, Tristan Smith <trist.d.sm...@gmail.com> wrote: > Hi, > > This may help: http://otrs.org/news/2010/release-calendar-otrs3/ > (I was hoping for a sooner release) > > On Tue, Nov 16, 2010 at 3:15 PM, Rodney McDuff <mcd...@its.uq.edu.au> wrote: > >> >> -- >> Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam >> Manager, Strategic Technologies Group| Ex luce ad tenebras >> Information Technology Services | >> The University of Queensland | >> EMAIL: mcd...@its.uq.edu.au | >> TELEPHONE: +61 7 334 66898 | >> >> >> --------------------------------------------------------------------- >> 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 >> > > > > -- > Cheers, > > Tristan > ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 26, Issue 38 ************************************ ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. 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