Re: [otrs] how to see all open tickets assigned to me?

[Wayne Fallows]

Good day Allan,

Not sure which version you are on, but if the tickets are locked with you as 
the owner, you can select locked tickets on the right hand side of the header 
where the logout is on the left hand. This will show you a new screen with the 
tickets allocated to you. But this is not what the other agents wanted to do.

We then modified the dash board file to show the owner and the user so we can 
see on the sadhboard who is responsible for which outstanding tickets. The file 
to change is AgentDashboardTicketGeneric.dtl there was a thread "[otrs] Adding 
CustomerID column to 2.4 dashboard lists" on 18 and 19/08/2009 which explains 
the exact changes that you need to make. Email me out of the list if you need a 
copy of the email and you can not find it via Google

To add the owner of a ticket add the following line $QData{"Owner","20"}

Hope this helps

Regards
Wayne




From: Alan McKay 
To: User questions and discussions about OTRS. 
Sent: Wednesday, 9 September, 2009 2:47:28 AM
Subject: [otrs] how to see all open tickets assigned to me?

OK, we are in production - and oddly enough I never looked into this before.

It is not obvious to me (or anyone else) how to see all open tickets
assigned to me!

That should be in the dashboard, no?

How can I add it there?

-- 
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        - Michael Pollan, author of "In Defense of Food"
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Re: [otrs] Error in chown 0 0 / opt / otrs / .procmailrc: No such file or directory

[Mateusz Mojsiejuk]

I actually had the same issue during my install, just create the files manually 
and the setpermission script will stop complaining , 
you can use touch for it.. 

~ M 


From: "Rodrigo Correa"  
To: "OTRS"  
Sent: Tuesday, September 1, 2009 9:57:35 PM GMT +01:00 Amsterdam / Berlin / 
Bern / Rome / Stockholm / Vienna 
Subject: [otrs] Error in chown 0 0 / opt / otrs / .procmailrc: No such file or 
directory 

Hello, 
I am having several errors after upgrading my OTRS 2.3.3 to 2.4.3. 

How do I resolve these cases? Believe it is a problem with permissions on 
folders. Already ran the SetPermissions.pl but there was an error: Error in 
chown 0 0 / opt / otrs / .procmailrc: No such file or directory 



Can't create directory '/opt/otrs/var/tmp/Cache//Dashboard': Permission denied 
Can't write '/opt/otrs/bin/check_permissons.28683': Permission denied 
Can't create directory '/opt/otrs/var/tmp/Cache//DashboardProductNotify': 
Permission denied 
Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! 
Can't write cache file 
/opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-69d1cfc767c1751a0c59e5f354039d67.pm:
 Permission denied 




What may be happening? 

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[otrs] Reports about the time a tiquete have open?

[Andre]

Hi experts,

I need to know if the OTRS already have stats about the time a ticket
has open, or the longest ticket in queue?

Regareds,
-- 
André 

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Re: [otrs] ERROR: Need write permission in OTRS home

[Rodrigo Correa]

Hi,
On the [System Log] I have the following records: 

Can't create directory '/opt/otrs/var/tmp/Cache//DashboardProductNotify': 
Permission denied
Can't create directory '/opt/otrs/var/tmp/Cache//Dashboard': Permission denied
Can't write '/opt/otrs/bin/check_permissons.3591': Permission denied

 

I'm not getting around this problem of permission.

 

 

Thanks,

 

 


From: rod_l...@hotmail.com
To: otrs@otrs.org
Date: Tue, 8 Sep 2009 14:04:18 -0300
Subject: [otrs] ERROR: Need write permission in OTRS home



 

Hello, 
I have a problem, some functions of my OTRS see. 2.4.4 works perfectly, but 
others do not, the error message is a Software error. 

The Dashboard is functioning normally, but the Package Manager displays this 
message. 

Software error: 

ERROR: Need write permission in OTRS home 
Try: $ OTRS_HOME / bin / SetPermissions.pl! 

Already SetPermssions.pl ran the script several times: 
... / otrs #. / bin / SetPermissions.pl / opt / otrs 

   I have no error when it runs. 


What can I doing this wrong? 
 
Here are the permissions that is in the : 
User: otrs 
Group: www



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[otrs] ERROR: Need write permission in OTRS home

[Rodrigo Correa]

 

Hello, 
I have a problem, some functions of my OTRS see. 2.4.4 works perfectly, but 
others do not, the error message is a Software error. 

The Dashboard is functioning normally, but the Package Manager displays this 
message. 

Software error: 

ERROR: Need write permission in OTRS home 
Try: $ OTRS_HOME / bin / SetPermissions.pl! 

Already SetPermssions.pl ran the script several times: 
... / otrs #. / bin / SetPermissions.pl / opt / otrs 

   I have no error when it runs. 


What can I doing this wrong?
 

 

Here are the permissions that is in the : 
User: otrs 
Group: www

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[otrs] how to see all open tickets assigned to me?

[Alan McKay]

OK, we are in production - and oddly enough I never looked into this before.

It is not obvious to me (or anyone else) how to see all open tickets
assigned to me!

That should be in the dashboard, no?

How can I add it there?

-- 
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 - Michael Pollan, author of "In Defense of Food"
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[otrs] organizing the system for a customer gate frontend

[Kovacs Krisztian]

Hi, dear list members!

I'm new to this list (and to the OTRS system :) ).

I'm  a beginner programmer at a company, and my first job to set up an
OTRS  with  a front-end, like this (sorry, it's in hungarian, but it's
not a problem):
http://ugyfelkapu.hotdog.hu/

At  the  beginning,  OTRS  must  handle  users only from 1 domain (eg.
foo.hu) (later from more domain):
So as we see on the mentioned URL, there are predefined:
- categories (1. textbox) (eg: registration, login, ...)
- subcategories (2. textbox)
  - under registration: eg: can't login, want to delete myself, ...
  - under login: password, email address, ...
- and sub-subcategories   :)

The tickets (aprrox. 100-200 email/day) will be handled by only 1 or two agents.

How should I set up the OTRS to include all categories in it?
How many email address should I use?
How  many  queues  should  I  use? As much as categories (and subs and
subs-subs) are 

The   original   idea   of   mine   was  that  the  frontend will pull
these categories from the database of the OTRS ... :)
But it seems too many queues ...


Thanks for your answers and your time !

Greets
Krisztian

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Re: [otrs] Move data from live server to local version of OTRS

[Lev Davidovich]

Thanks Rory - much appreciated! :-)



From: Rory 
To: User questions and discussions about OTRS. 
Sent: Tuesday, 8 September, 2009 16:28:48
Subject: Re: [otrs] Move data from live server to local version of OTRS

Yes, it would still be best to install version 2.2.5 because you will
still learn some things about upgrading from this version even if it
is a different OS.
If you have the same version software on each machine (mysql, apache
and otrs) you minimise the impact that the different OS will have.
There may still be some problems though.

You should consider the VMware approach. Its a lot of extra work but
cant give you a great test environment that you can reset again and
again.
http://www.vmware.com/products/server/

VMware Server 2 is free and (in case you don't know about it) will let
you install linux on your windows XP machine.
Have a look at some of the VMware Server documentation and see if you
can get your head around the idea of how it sits together.
If you did this you could have your linux install without having to
get involved with what IT support.

A linux install is a little daunting if its the first time you've done
it but its not that difficult.
If you want to go down that road then feel free to keep asking your
linux questions in this thread and I'll answer what I can.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/9/8 Lev Davidovich :
> Thanks a lot Rory and Stephan.
>
> My test machine is Windows and live is Linux.
>
> I am afraid it is not an option to install Linux on the test machine as it
> is not supported by our IT department.
>
> Do you still think I should install the same version of OTRS as live (2.2.5)
> on the test machine?
> 
> From: Stephan Lang 
> To: User questions and discussions about OTRS. 
> Sent: Tuesday, 8 September, 2009 14:32:50
> Subject: Re: [otrs] Move data from live server to local version of OTRS
>
> Hi,
>
> I'd like to use VMware to test stuff.
> In this case you could use VMware Converter to create a virtual copy of your
> live server, but I haven't tried doing that with a Linux OS (what's your
> live server OS btw.?).
> With the live server duplicated and VMware snapshots you can test until
> everything works and by pretty sure that the live server will act the same
> way.
>
>
> Yours sincerely
>
> p.p. Stephan Lang
> System Administrator
>
> OTRS: 2.4.4 (rpm) and FAQ 1.6.4
> OS: openSUSE 10.3 no X
> DB: MySQL 5.0.45
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rory
> Sent: Dienstag, 8. September 2009 15:22
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Move data from live server to local version of OTRS
>
> The link,
>
> ftp://ftp.otrs.org/pub/otrs/
>
> Rory
>
> Support my 365 Challenge in aid of the Irish Cancer Society
>
> www.365challenge.ie
>
>
>
> 2009/9/8 Rory :
>> You can get the older versions from the FTP.
>> If I remember you can do the install from the tar.gz file on windows.
>>
>> Rory
>>
>> Support my 365 Challenge in aid of the Irish Cancer Society
>>
>> www.365challenge.ie
>>
>>
>>
>> 2009/9/8 Lev Davidovich :
>>> Actually I will be required to make a fresh install of OTRS on the
>>> test machine ( a new Windows XP machine).
>>>
>>> Is it possible to install the same version of OTRS (2.2.5) as the
>>> live version? All that seems available on the download page
>>> (http://otrs.org/download) is the latest version (2.4.4).
>>>
>>> 
>>> From: Rory 
>>> To: User questions and discussions about OTRS. 
>>> Sent: Monday, 7 September, 2009 16:05:30
>>> Subject: Re: [otrs] Move data from live server to local version of
>>> OTRS
>>>
>>> Hi Lev,
>>>
>>> I would suggest that you rebuild the test machine to the same version
>>> as your production machine. Once done, dump the live database and
>>> then import it to the test DB and copy over your configuration. Once
>>> this is in place perform the upgrade procedure on the test machine
>>> taking note of any steps you needed to do that were out of the
>>> ordinary. It would be a good idea to isolate the machine on the
>>> network so that you don't send out test spam to your clients as Lars
>>> said. You could do that at the firewall or simply have a private
>>> network between your machine and the server.
>>>
>>> Once you successfully complete the update process on your test box
>>> you have your upgrade path. You can now be confident that you can
>>> successfully upgrade your production server.
>>> Once you have upgrade the production server to the same level as the
>>> test server you are in a position to do some reliable backups, you
>>> could even swap the servers if needed.
>>>
>>> For the DB backup, mysqldump is a very good tool but you will have
>>> trouble if you try to use it the way you've described. You would have
>>> to edit the dump file and delete all the data in 

Re: [otrs] Move data from live server to local version of OTRS

[Rory]

Yes, it would still be best to install version 2.2.5 because you will
still learn some things about upgrading from this version even if it
is a different OS.
If you have the same version software on each machine (mysql, apache
and otrs) you minimise the impact that the different OS will have.
There may still be some problems though.

You should consider the VMware approach. Its a lot of extra work but
cant give you a great test environment that you can reset again and
again.
http://www.vmware.com/products/server/

VMware Server 2 is free and (in case you don't know about it) will let
you install linux on your windows XP machine.
Have a look at some of the VMware Server documentation and see if you
can get your head around the idea of how it sits together.
If you did this you could have your linux install without having to
get involved with what IT support.

A linux install is a little daunting if its the first time you've done
it but its not that difficult.
If you want to go down that road then feel free to keep asking your
linux questions in this thread and I'll answer what I can.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/9/8 Lev Davidovich :
> Thanks a lot Rory and Stephan.
>
> My test machine is Windows and live is Linux.
>
> I am afraid it is not an option to install Linux on the test machine as it
> is not supported by our IT department.
>
> Do you still think I should install the same version of OTRS as live (2.2.5)
> on the test machine?
> 
> From: Stephan Lang 
> To: User questions and discussions about OTRS. 
> Sent: Tuesday, 8 September, 2009 14:32:50
> Subject: Re: [otrs] Move data from live server to local version of OTRS
>
> Hi,
>
> I'd like to use VMware to test stuff.
> In this case you could use VMware Converter to create a virtual copy of your
> live server, but I haven't tried doing that with a Linux OS (what's your
> live server OS btw.?).
> With the live server duplicated and VMware snapshots you can test until
> everything works and by pretty sure that the live server will act the same
> way.
>
>
> Yours sincerely
>
> p.p. Stephan Lang
> System Administrator
>
> OTRS: 2.4.4 (rpm) and FAQ 1.6.4
> OS: openSUSE 10.3 no X
> DB: MySQL 5.0.45
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rory
> Sent: Dienstag, 8. September 2009 15:22
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Move data from live server to local version of OTRS
>
> The link,
>
> ftp://ftp.otrs.org/pub/otrs/
>
> Rory
>
> Support my 365 Challenge in aid of the Irish Cancer Society
>
> www.365challenge.ie
>
>
>
> 2009/9/8 Rory :
>> You can get the older versions from the FTP.
>> If I remember you can do the install from the tar.gz file on windows.
>>
>> Rory
>>
>> Support my 365 Challenge in aid of the Irish Cancer Society
>>
>> www.365challenge.ie
>>
>>
>>
>> 2009/9/8 Lev Davidovich :
>>> Actually I will be required to make a fresh install of OTRS on the
>>> test machine ( a new Windows XP machine).
>>>
>>> Is it possible to install the same version of OTRS (2.2.5) as the
>>> live version? All that seems available on the download page
>>> (http://otrs.org/download) is the latest version (2.4.4).
>>>
>>> 
>>> From: Rory 
>>> To: User questions and discussions about OTRS. 
>>> Sent: Monday, 7 September, 2009 16:05:30
>>> Subject: Re: [otrs] Move data from live server to local version of
>>> OTRS
>>>
>>> Hi Lev,
>>>
>>> I would suggest that you rebuild the test machine to the same version
>>> as your production machine. Once done, dump the live database and
>>> then import it to the test DB and copy over your configuration. Once
>>> this is in place perform the upgrade procedure on the test machine
>>> taking note of any steps you needed to do that were out of the
>>> ordinary. It would be a good idea to isolate the machine on the
>>> network so that you don't send out test spam to your clients as Lars
>>> said. You could do that at the firewall or simply have a private
>>> network between your machine and the server.
>>>
>>> Once you successfully complete the update process on your test box
>>> you have your upgrade path. You can now be confident that you can
>>> successfully upgrade your production server.
>>> Once you have upgrade the production server to the same level as the
>>> test server you are in a position to do some reliable backups, you
>>> could even swap the servers if needed.
>>>
>>> For the DB backup, mysqldump is a very good tool but you will have
>>> trouble if you try to use it the way you've described. You would have
>>> to edit the dump file and delete all the data in the live database
>>> after each backup. I can see it being very laborious.
>>>
>>> What you could do is this;
>>>
>>> 1. Create a second database on the test server i.e. otrs2 2. Dump the
>>> current live database to the otrs2 database.
>>> 3. C

Re: [otrs] OTRS 2.4.4 - Customer Notification Events

[Martin Edenhofer]

Hi Lokesh,

may be this is solving your problem?

http://bugs.otrs.org/show_bug.cgi?id=4257

The transaction flag means only, hat all events gets executed at  
least. So it's possible to access article or attachments attributes on  
e. g. TicketCreate or other events.


Greetings,

 -Martin

On 08.09.2009, at 14:10, Katta, Lokesh Katta Subramanyam wrote:


Hi All,

We are facing strange issue when trying to setup Customer  
Notification Events in OTRS2.4.4. I am trying to setup the Customer  
Notification events for StateUpdate, Owner update and Move  
notifications as in 2.3.4 but notifications are not sent. However,  
when I set transaction flag to 0 for Notification Event Module,  
customer notifications are sent.


I do not understand the importance of transaction flag but it looks  
like it is added with the OTRS 2.4.4 and was not present in the  
earlier version. Can anyone please explain if it is ok to change the  
transaction flag for Notification Event Module?


Thanks and Regards,
Lokesh

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Re: [otrs] Move data from live server to local version of OTRS

[Lev Davidovich]

Thanks a lot Rory and Stephan.

My test machine is Windows and live is Linux. 

I am afraid it is not an option to install Linux on the test machine as it is 
not supported by our IT department.

Do you still think I should install the same version of OTRS as live (2.2.5) on 
the test machine? 



From: Stephan Lang 
To: User questions and discussions about OTRS. 
Sent: Tuesday, 8 September, 2009 14:32:50
Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi,

I'd like to use VMware to test stuff.
In this case you could use VMware Converter to create a virtual copy of your 
live server, but I haven't tried doing that with a Linux OS (what's your live 
server OS btw.?).
With the live server duplicated and VMware snapshots you can test until 
everything works and by pretty sure that the live server will act the same way.


Yours sincerely

p.p. Stephan Lang
System Administrator

OTRS: 2.4.4 (rpm) and FAQ 1.6.4
OS: openSUSE 10.3 no X
DB: MySQL 5.0.45
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rory
Sent: Dienstag, 8. September 2009 15:22
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Move data from live server to local version of OTRS

The link,

ftp://ftp.otrs.org/pub/otrs/

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/9/8 Rory :
> You can get the older versions from the FTP.
> If I remember you can do the install from the tar.gz file on windows.
>
> Rory
>
> Support my 365 Challenge in aid of the Irish Cancer Society
>
> www.365challenge.ie
>
>
>
> 2009/9/8 Lev Davidovich :
>> Actually I will be required to make a fresh install of OTRS on the 
>> test machine ( a new Windows XP machine).
>>
>> Is it possible to install the same version of OTRS (2.2.5) as the 
>> live version? All that seems available on the download page
>> (http://otrs.org/download) is the latest version (2.4.4).
>>
>> 
>> From: Rory 
>> To: User questions and discussions about OTRS. 
>> Sent: Monday, 7 September, 2009 16:05:30
>> Subject: Re: [otrs] Move data from live server to local version of 
>> OTRS
>>
>> Hi Lev,
>>
>> I would suggest that you rebuild the test machine to the same version 
>> as your production machine. Once done, dump the live database and 
>> then import it to the test DB and copy over your configuration. Once 
>> this is in place perform the upgrade procedure on the test machine 
>> taking note of any steps you needed to do that were out of the 
>> ordinary. It would be a good idea to isolate the machine on the 
>> network so that you don't send out test spam to your clients as Lars 
>> said. You could do that at the firewall or simply have a private 
>> network between your machine and the server.
>>
>> Once you successfully complete the update process on your test box 
>> you have your upgrade path. You can now be confident that you can 
>> successfully upgrade your production server.
>> Once you have upgrade the production server to the same level as the 
>> test server you are in a position to do some reliable backups, you 
>> could even swap the servers if needed.
>>
>> For the DB backup, mysqldump is a very good tool but you will have 
>> trouble if you try to use it the way you've described. You would have 
>> to edit the dump file and delete all the data in the live database 
>> after each backup. I can see it being very laborious.
>>
>> What you could do is this;
>>
>> 1. Create a second database on the test server i.e. otrs2 2. Dump the 
>> current live database to the otrs2 database.
>> 3. Clear out the live database.
>> 4. Perform future dumps to the first test database.
>>
>> This way you will have a current backup of the production server and 
>> a historical backup of the database that you can connect to if you 
>> need to.
>> When the performance of the production server is degraded again you 
>> could create a 3rd database on the test server and repeat the above 
>> steps with it. This would leave you with a current production backup 
>> and 2 historical backups.
>>
>> Its not a nice way of doing things but it would do what you were 
>> looking for.
>> There's always the alternative of getting new hardware to run the 
>> production server on :)
>>
>> I hope that helps,
>> Rory Clerkin
>>
>>
>> Support my 365 Challenge in aid of the Irish Cancer Society
>>
>> www.365challenge.ie
>>
>>
>>
>> 2009/9/7 Lev Davidovich :
>>> I see.
>>>
>>> So there is no way to, say, dump the data, import the dump into the 
>>> backup, delete the backed up data from the live system and then 
>>> import only the new data into the backup a few months later?
>>>
>>> 
>>> From: Lars Monsees 
>>> To: User questions and discussions about OTRS. 
>>> Sent: Monday, 7 September, 2009 14:49:26
>>> Subject: Re: [otrs] Move data from live server to local version of 
>>> OTRS
>>>
>>> Hi Lev,
>>>

Re: [otrs] Otrs ticketsystem transfer to other server

[Grzegorz Dajuk]

Thanks for all sugestion's.
I'll try to update first, and if it's failed I'll make a copy and 
convert database and connect to new install of otrs.


--
Regards
Grzegorz Dajuk


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Re: [otrs] Move data from live server to local version of OTRS

[Stephan Lang]

Hi,

I'd like to use VMware to test stuff.
In this case you could use VMware Converter to create a virtual copy of your 
live server, but I haven't tried doing that with a Linux OS (what's your live 
server OS btw.?).
With the live server duplicated and VMware snapshots you can test until 
everything works and by pretty sure that the live server will act the same way.


Yours sincerely

p.p. Stephan Lang
System Administrator

OTRS: 2.4.4 (rpm) and FAQ 1.6.4
OS: openSUSE 10.3 no X
DB: MySQL 5.0.45
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rory
Sent: Dienstag, 8. September 2009 15:22
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Move data from live server to local version of OTRS

The link,

ftp://ftp.otrs.org/pub/otrs/

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/9/8 Rory :
> You can get the older versions from the FTP.
> If I remember you can do the install from the tar.gz file on windows.
>
> Rory
>
> Support my 365 Challenge in aid of the Irish Cancer Society
>
> www.365challenge.ie
>
>
>
> 2009/9/8 Lev Davidovich :
>> Actually I will be required to make a fresh install of OTRS on the 
>> test machine ( a new Windows XP machine).
>>
>> Is it possible to install the same version of OTRS (2.2.5) as the 
>> live version? All that seems available on the download page
>> (http://otrs.org/download) is the latest version (2.4.4).
>>
>> 
>> From: Rory 
>> To: User questions and discussions about OTRS. 
>> Sent: Monday, 7 September, 2009 16:05:30
>> Subject: Re: [otrs] Move data from live server to local version of 
>> OTRS
>>
>> Hi Lev,
>>
>> I would suggest that you rebuild the test machine to the same version 
>> as your production machine. Once done, dump the live database and 
>> then import it to the test DB and copy over your configuration. Once 
>> this is in place perform the upgrade procedure on the test machine 
>> taking note of any steps you needed to do that were out of the 
>> ordinary. It would be a good idea to isolate the machine on the 
>> network so that you don't send out test spam to your clients as Lars 
>> said. You could do that at the firewall or simply have a private 
>> network between your machine and the server.
>>
>> Once you successfully complete the update process on your test box 
>> you have your upgrade path. You can now be confident that you can 
>> successfully upgrade your production server.
>> Once you have upgrade the production server to the same level as the 
>> test server you are in a position to do some reliable backups, you 
>> could even swap the servers if needed.
>>
>> For the DB backup, mysqldump is a very good tool but you will have 
>> trouble if you try to use it the way you've described. You would have 
>> to edit the dump file and delete all the data in the live database 
>> after each backup. I can see it being very laborious.
>>
>> What you could do is this;
>>
>> 1. Create a second database on the test server i.e. otrs2 2. Dump the 
>> current live database to the otrs2 database.
>> 3. Clear out the live database.
>> 4. Perform future dumps to the first test database.
>>
>> This way you will have a current backup of the production server and 
>> a historical backup of the database that you can connect to if you 
>> need to.
>> When the performance of the production server is degraded again you 
>> could create a 3rd database on the test server and repeat the above 
>> steps with it. This would leave you with a current production backup 
>> and 2 historical backups.
>>
>> Its not a nice way of doing things but it would do what you were 
>> looking for.
>> There's always the alternative of getting new hardware to run the 
>> production server on :)
>>
>> I hope that helps,
>> Rory Clerkin
>>
>>
>> Support my 365 Challenge in aid of the Irish Cancer Society
>>
>> www.365challenge.ie
>>
>>
>>
>> 2009/9/7 Lev Davidovich :
>>> I see.
>>>
>>> So there is no way to, say, dump the data, import the dump into the 
>>> backup, delete the backed up data from the live system and then 
>>> import only the new data into the backup a few months later?
>>>
>>> 
>>> From: Lars Monsees 
>>> To: User questions and discussions about OTRS. 
>>> Sent: Monday, 7 September, 2009 14:49:26
>>> Subject: Re: [otrs] Move data from live server to local version of 
>>> OTRS
>>>
>>> Hi Lev,
>>>
 Why is it not a good idea to do a dump every few months? Is it 
 because the whole process is very time consuming? Or are there too 
 many risks attached?
>>>
>>> depending on the size of your DB, it can be very time consuming.
>>>
>>>
 Where can I find more information about replication?
>>>
>>> http://www.google.de/search?q=mysql+replication
>>>
>>>
>>> Lars
>>>
>>> 
>>> - OTRS mailing list: otrs - Webpage: http://otrs.org/

Re: [otrs] Move data from live server to local version of OTRS

[Rory]

The link,

ftp://ftp.otrs.org/pub/otrs/

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/9/8 Rory :
> You can get the older versions from the FTP.
> If I remember you can do the install from the tar.gz file on windows.
>
> Rory
>
> Support my 365 Challenge in aid of the Irish Cancer Society
>
> www.365challenge.ie
>
>
>
> 2009/9/8 Lev Davidovich :
>> Actually I will be required to make a fresh install of OTRS on the test
>> machine ( a new Windows XP machine).
>>
>> Is it possible to install the same version of OTRS (2.2.5) as the live
>> version? All that seems available on the download page
>> (http://otrs.org/download) is the latest version (2.4.4).
>>
>> 
>> From: Rory 
>> To: User questions and discussions about OTRS. 
>> Sent: Monday, 7 September, 2009 16:05:30
>> Subject: Re: [otrs] Move data from live server to local version of OTRS
>>
>> Hi Lev,
>>
>> I would suggest that you rebuild the test machine to the same version
>> as your production machine. Once done, dump the live database and then
>> import it to the test DB and copy over your configuration. Once this
>> is in place perform the upgrade procedure on the test machine taking
>> note of any steps you needed to do that were out of the ordinary. It
>> would be a good idea to isolate the machine on the network so that you
>> don't send out test spam to your clients as Lars said. You could do
>> that at the firewall or simply have a private network between your
>> machine and the server.
>>
>> Once you successfully complete the update process on your test box you
>> have your upgrade path. You can now be confident that you can
>> successfully upgrade your production server.
>> Once you have upgrade the production server to the same level as the
>> test server you are in a position to do some reliable backups, you
>> could even swap the servers if needed.
>>
>> For the DB backup, mysqldump is a very good tool but you will have
>> trouble if you try to use it the way you've described. You would have
>> to edit the dump file and delete all the data in the live database
>> after each backup. I can see it being very laborious.
>>
>> What you could do is this;
>>
>> 1. Create a second database on the test server i.e. otrs2
>> 2. Dump the current live database to the otrs2 database.
>> 3. Clear out the live database.
>> 4. Perform future dumps to the first test database.
>>
>> This way you will have a current backup of the production server and a
>> historical backup of the database that you can connect to if you need
>> to.
>> When the performance of the production server is degraded again you
>> could create a 3rd database on the test server and repeat the above
>> steps with it. This would leave you with a current production backup
>> and 2 historical backups.
>>
>> Its not a nice way of doing things but it would do what you were looking
>> for.
>> There's always the alternative of getting new hardware to run the
>> production server on :)
>>
>> I hope that helps,
>> Rory Clerkin
>>
>>
>> Support my 365 Challenge in aid of the Irish Cancer Society
>>
>> www.365challenge.ie
>>
>>
>>
>> 2009/9/7 Lev Davidovich :
>>> I see.
>>>
>>> So there is no way to, say, dump the data, import the dump into the
>>> backup,
>>> delete the backed up data from the live system and then import only the
>>> new
>>> data into the backup a few months later?
>>>
>>> 
>>> From: Lars Monsees 
>>> To: User questions and discussions about OTRS. 
>>> Sent: Monday, 7 September, 2009 14:49:26
>>> Subject: Re: [otrs] Move data from live server to local version of OTRS
>>>
>>> Hi Lev,
>>>
 Why is it not a good idea to do a dump every few months? Is it because
 the whole process is very time consuming? Or are there too many risks
 attached?
>>>
>>> depending on the size of your DB, it can be very time consuming.
>>>
>>>
 Where can I find more information about replication?
>>>
>>> http://www.google.de/search?q=mysql+replication
>>>
>>>
>>> Lars
>>>
>>> -
>>> 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
>>>
>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>>> http://www.otrs.com/en/support/enterprise-subscription/
>>>
>>>
>>> -
>>> 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
>>>
>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>>> http://www.otrs.com/en/support/enterprise-subscription/
>>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs

Re: [otrs] Move data from live server to local version of OTRS

[Rory]

You can get the older versions from the FTP.
If I remember you can do the install from the tar.gz file on windows.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/9/8 Lev Davidovich :
> Actually I will be required to make a fresh install of OTRS on the test
> machine ( a new Windows XP machine).
>
> Is it possible to install the same version of OTRS (2.2.5) as the live
> version? All that seems available on the download page
> (http://otrs.org/download) is the latest version (2.4.4).
>
> 
> From: Rory 
> To: User questions and discussions about OTRS. 
> Sent: Monday, 7 September, 2009 16:05:30
> Subject: Re: [otrs] Move data from live server to local version of OTRS
>
> Hi Lev,
>
> I would suggest that you rebuild the test machine to the same version
> as your production machine. Once done, dump the live database and then
> import it to the test DB and copy over your configuration. Once this
> is in place perform the upgrade procedure on the test machine taking
> note of any steps you needed to do that were out of the ordinary. It
> would be a good idea to isolate the machine on the network so that you
> don't send out test spam to your clients as Lars said. You could do
> that at the firewall or simply have a private network between your
> machine and the server.
>
> Once you successfully complete the update process on your test box you
> have your upgrade path. You can now be confident that you can
> successfully upgrade your production server.
> Once you have upgrade the production server to the same level as the
> test server you are in a position to do some reliable backups, you
> could even swap the servers if needed.
>
> For the DB backup, mysqldump is a very good tool but you will have
> trouble if you try to use it the way you've described. You would have
> to edit the dump file and delete all the data in the live database
> after each backup. I can see it being very laborious.
>
> What you could do is this;
>
> 1. Create a second database on the test server i.e. otrs2
> 2. Dump the current live database to the otrs2 database.
> 3. Clear out the live database.
> 4. Perform future dumps to the first test database.
>
> This way you will have a current backup of the production server and a
> historical backup of the database that you can connect to if you need
> to.
> When the performance of the production server is degraded again you
> could create a 3rd database on the test server and repeat the above
> steps with it. This would leave you with a current production backup
> and 2 historical backups.
>
> Its not a nice way of doing things but it would do what you were looking
> for.
> There's always the alternative of getting new hardware to run the
> production server on :)
>
> I hope that helps,
> Rory Clerkin
>
>
> Support my 365 Challenge in aid of the Irish Cancer Society
>
> www.365challenge.ie
>
>
>
> 2009/9/7 Lev Davidovich :
>> I see.
>>
>> So there is no way to, say, dump the data, import the dump into the
>> backup,
>> delete the backed up data from the live system and then import only the
>> new
>> data into the backup a few months later?
>>
>> 
>> From: Lars Monsees 
>> To: User questions and discussions about OTRS. 
>> Sent: Monday, 7 September, 2009 14:49:26
>> Subject: Re: [otrs] Move data from live server to local version of OTRS
>>
>> Hi Lev,
>>
>>> Why is it not a good idea to do a dump every few months? Is it because
>>> the whole process is very time consuming? Or are there too many risks
>>> attached?
>>
>> depending on the size of your DB, it can be very time consuming.
>>
>>
>>> Where can I find more information about replication?
>>
>> http://www.google.de/search?q=mysql+replication
>>
>>
>> Lars
>>
>> -
>> 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
>>
>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
>>
>>
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
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>>
> -
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>
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>
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Re: [otrs] Move data from live server to local version of OTRS

[Rory]

Hi Lev,

I've added some comments below

2009/9/8 Lev Davidovich :
> Thanks Rory (and Lars) - that is brilliant - it achieves the main objective
> (clearing out the live database while having an archive backed up)!
>
>
>
> I have some questions:
>
>
>
> 1) My test machine is Windows and live is Apache - is that going to create
> any problems?
>

I'm a little confused, do you mean IIS and Apache or Windows and
Linux. Either way there could be a problem here. When you perform the
upgrade on the test machine you don't know if it will work the same on
the live machine. If both machines have the same OS then you should
set up the test machine using apache too.
I know it could be a pain but if you have a different OS on the test
machine I would recommend you rebuild it with the same OS if you can.

>
>
> 2) My live version of OTRS is 2.2.5 and my test version is 2.3.3. So I
> should install 2.2.5 on my test machine prior to importing the database
> dump?
>

Yes that would be best approach. It would be a good idea to to make
sure that the database is the same version for both the live and test
too. This probably wouldn't cause a big problem as your live version
is quite recent but its best to do it so you can be prepared for any
unwelcome surprises.

>
>
> 3) You said “There's always the alternative of getting new hardware to run
> the production server on :)”. What did you mean by this?
>

I meant you could buy a new server or maybe a new harddrive and move
the database onto the new harddrive. Have you money to spend? :)

>
>
> 4) I like the idea of having more than one database in the archive. But what
> about, say, a ticket which was closed before a dump and then reopened after
> it, or the tickets which are still open when the moment arrives for the live
> database to be cleared out? How do we archive such tickets?
>

This is the tricky bit and I'm not quite sure what the best approach
would be. You'll need to research what is possible with mysqldump.
Maybe you can dump after a certain date only i.e. dump everything
older than 1 month. I don't know if that is possible though.
It would be a good idea to research the different backup methods for
mysql. There is a lot of learning to be done here but it is the kind
of thing that you can use with every mysql database you ever work with
so it is valuable to do.

http://dev.mysql.com/doc/refman/5.1/en/backup.html

For open tickets at the time of the archive  you could use a
generic agent to close all tickets 1 month or older (that would be
very old if you're working in an IT department). Then you could dump
everything in the database older than 1 month.

For tickets that are reopened after the dump  If the ticket was
closed and the user send wants to open the ticket again it could be ok
to open a new ticket, the original was closed after all. You could
always put in a brief description of what happened in the previous
ticket, add its ticket number too if you have it, and note that it had
been backed up.
I can't see any ideal solution here tho.


I hope that helps,
Rory

>
>
> Many thanks again for your kind support.
>
> Lev
> 
> From: Rory 
> To: User questions and discussions about OTRS. 
> Sent: Monday, 7 September, 2009 16:05:30
> Subject: Re: [otrs] Move data from live server to local version of OTRS
>
> Hi Lev,
>
> I would suggest that you rebuild the test machine to the same version
> as your production machine. Once done, dump the live database and then
> import it to the test DB and copy over your configuration. Once this
> is in place perform the upgrade procedure on the test machine taking
> note of any steps you needed to do that were out of the ordinary. It
> would be a good idea to isolate the machine on the network so that you
> don't send out test spam to your clients as Lars said. You could do
> that at the firewall or simply have a private network between your
> machine and the server.
>
> Once you successfully complete the update process on your test box you
> have your upgrade path. You can now be confident that you can
> successfully upgrade your production server.
> Once you have upgrade the production server to the same level as the
> test server you are in a position to do some reliable backups, you
> could even swap the servers if needed.
>
> For the DB backup, mysqldump is a very good tool but you will have
> trouble if you try to use it the way you've described. You would have
> to edit the dump file and delete all the data in the live database
> after each backup. I can see it being very laborious.
>
> What you could do is this;
>
> 1. Create a second database on the test server i.e. otrs2
> 2. Dump the current live database to the otrs2 database.
> 3. Clear out the live database.
> 4. Perform future dumps to the first test database.
>
> This way you will have a current backup of the production server and a
> historical backup of the database that you can connect to if you need
> to.
> When the perfo

Re: [otrs] Move data from live server to local version of OTRS

[Lev Davidovich]

Actually I will be required to make a fresh install of OTRS on the test machine 
( a new Windows XP machine). 

Is it possible to install the same version of OTRS (2.2.5) as the live version? 
All that seems available on the download page (http://otrs.org/download) is the 
latest version (2.4.4).





From: Rory 
To: User questions and discussions about OTRS. 
Sent: Monday, 7 September, 2009 16:05:30
Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

I would suggest that you rebuild the test machine to the same version
as your production machine. Once done, dump the live database and then
import it to the test DB and copy over your configuration. Once this
is in place perform the upgrade procedure on the test machine taking
note of any steps you needed to do that were out of the ordinary. It
would be a good idea to isolate the machine on the network so that you
don't send out test spam to your clients as Lars said. You could do
that at the firewall or simply have a private network between your
machine and the server.

Once you successfully complete the update process on your test box you
have your upgrade path. You can now be confident that you can
successfully upgrade your production server.
Once you have upgrade the production server to the same level as the
test server you are in a position to do some reliable backups, you
could even swap the servers if needed.

For the DB backup, mysqldump is a very good tool but you will have
trouble if you try to use it the way you've described. You would have
to edit the dump file and delete all the data in the live database
after each backup. I can see it being very laborious.

What you could do is this;

1. Create a second database on the test server i.e. otrs2
2. Dump the current live database to the otrs2 database.
3. Clear out the live database.
4. Perform future dumps to the first test database.

This way you will have a current backup of the production server and a
historical backup of the database that you can connect to if you need
to.
When the performance of the production server is degraded again you
could create a 3rd database on the test server and repeat the above
steps with it. This would leave you with a current production backup
and 2 historical backups.

Its not a nice way of doing things but it would do what you were looking for.
There's always the alternative of getting new hardware to run the
production server on :)

I hope that helps,
Rory Clerkin


Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/9/7 Lev Davidovich :
> I see.
>
> So there is no way to, say, dump the data, import the dump into the backup,
> delete the backed up data from the live system and then import only the new
> data into the backup a few months later?
>
> 
> From: Lars Monsees 
> To: User questions and discussions about OTRS. 
> Sent: Monday, 7 September, 2009 14:49:26
> Subject: Re: [otrs] Move data from live server to local version of OTRS
>
> Hi Lev,
>
>> Why is it not a good idea to do a dump every few months? Is it because
>> the whole process is very time consuming? Or are there too many risks
>> attached?
>
> depending on the size of your DB, it can be very time consuming.
>
>
>> Where can I find more information about replication?
>
> http://www.google.de/search?q=mysql+replication
>
>
> Lars
>
> -
> 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
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
>
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>
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[otrs] OTRS 2.4.4 - Customer Notification Events

[Katta, Lokesh Katta Subramanyam]

Hi All,

 

We are facing strange issue when trying to setup Customer Notification
Events in OTRS2.4.4. I am trying to setup the Customer Notification
events for StateUpdate, Owner update and Move notifications as in 2.3.4
but notifications are not sent. However, when I set transaction flag to
0 for Notification Event Module, customer notifications are sent. 

 

I do not understand the importance of transaction flag but it looks like
it is added with the OTRS 2.4.4 and was not present in the earlier
version. Can anyone please explain if it is ok to change the transaction
flag for Notification Event Module?

 

Thanks and Regards,

Lokesh

 

 

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Re: [otrs] How to patch OTRS

[Mohamed-Amine Kadimi]

Sorry, duplicated question. I found another thread about the same question: 
http://lists.otrs.org/pipermail/otrs/2009-September/028204.html




Mohamed Amine Kadimi
http://www.casafire.com







> From: gnu.li...@hotmail.com
> To: otrs@otrs.org
> Date: Tue, 8 Sep 2009 11:14:35 +
> Subject: [otrs] How to patch OTRS
>
>
>
> Hello
>
> I'd like to know the correct way to patch OTRS with the last minor version 
> (e.g. 2.4.1 -> 2.4.4). The included help file only explains how to upgrade 
> from 2.3 to 2.4 which requires database migration.
>
> Thanks all.
>
>
> Mohamed Amine Kadimi
> http://www.casafire.com
>
>
>
> _
> Share your memories online with anyone you want.
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[otrs] How to patch OTRS

[Mohamed-Amine Kadimi]

Hello

I'd like to know the correct way to patch OTRS with the last minor version 
(e.g. 2.4.1 -> 2.4.4). The included help file only explains how to upgrade from 
2.3 to 2.4 which requires database migration.

Thanks all.


Mohamed Amine Kadimi
http://www.casafire.com



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Re: [otrs] Auto replies not sent

[Alexander Halle]

Srg Pac wrote:

I'm having a problem with the auto replies in that they aren't being
sent. The logs indicate that no auto reply was sent because the "/sender 
doesn't want a auto-response (e.g. loop or precedence header)"./ Test 
messages sent to supp...@ourdomain  are 
forwarded to o...@ourdomain , where they are 
picked up by otrs and now have the "precedence: list" header. Is this 
the root of the problem and if so is there a way to force the sending of 
the replies?


Hello,

it could be the cause. Please look at PostMaster.pm, I think it
activates this loop protection if it finds a precedence header (lines
552 - 560 in version 1.83).

I'm sorry, I don't know how to avoid this. But why is there a precedence 
header in your forwarded mails ? Can't you prevent this ?


Regards

Alexander Halle


--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate 
Tewaag
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Re: [otrs] Force agents to fill the Customer information on ticket lock or close

[Alexander Halle]

Rui Castro schrieb:
I’d like to force the agents to fill in the Customer information 
(customer use rand customer ID) when they lock or, at least, when they 
close tickets. This is because we identify customers by a Contract 
Number (that I’d like to use as customerID), so I need to know the 
contract number for each ticket in order to find out the amount of work 
and time we spend per contract.


Is there any way to force this action?


Hello Rui,

would SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewClose -> 
TicketFreeTime with a content of "2" help ?


Please report back your solution.

Regards

Alexander Halle


--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate 
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264,  DE 814559152
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Re: [otrs] WYSIWYG broken in Safari

[Martin Edenhofer]

Hi Lars,

On 08.09.2009, at 10:24, Lars Jørgensen wrote:

Sorry for dropping out of the group for so long, but things got  
hectic at the office.


I'm currently testing out 2.4.4 and while it is a tremendous  
improvement in many areas, I have one glitch holding me back from  
upgrading our production environment.


When you reply to a ticket using the new WYSIWYG editor in Safari  
(on Mac, haven't tested it on Windows), all quoted text is lost. You  
can see it in the editor, but it is not included in the mail that is  
actually sent out. Is this a known bug?


I'm using Mac OS with Safari 3+4. And both is working fine on my site.

May be you changed the config option  
"Ticket::Frontend::ResponseFormat" (SysConfig -> Ticket ->  
Frontend::Agent::Ticket::ViewCompose ->  
Ticket::Frontend::ResponseFormat) ? Just reset it and try it again. :)


 -Martin
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Re: [otrs] Move data from live server to local version of OTRS

[Lev Davidovich]

Thanks Rory (and Lars) - that is brilliant - it achieves the main objective 
(clearing out the live database while having an archive backed up)!
 
I have some questions:
 
1) My test machine is Windows and live is Apache - is that going to create any 
problems?
 
2) My live version of OTRS is 2.2.5 and my test version is 2.3.3. So I should 
install 2.2.5 on my test machine prior to importing the database dump?
 
3) You said “There's always the alternative of getting new hardware to run the 
production server on :)”. What did you mean by this?
 
4) I like the idea of having more than one database in the archive. But what 
about, say, a ticket which was closed before a dump and then reopened after it, 
or the tickets which are still open when the moment arrives for the live 
database to be cleared out? How do we archive such tickets?
 
Many thanks again for your kind support.

Lev



From: Rory 
To: User questions and discussions about OTRS. 
Sent: Monday, 7 September, 2009 16:05:30
Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

I would suggest that you rebuild the test machine to the same version
as your production machine. Once done, dump the live database and then
import it to the test DB and copy over your configuration. Once this
is in place perform the upgrade procedure on the test machine taking
note of any steps you needed to do that were out of the ordinary. It
would be a good idea to isolate the machine on the network so that you
don't send out test spam to your clients as Lars said. You could do
that at the firewall or simply have a private network between your
machine and the server.

Once you successfully complete the update process on your test box you
have your upgrade path. You can now be confident that you can
successfully upgrade your production server.
Once you have upgrade the production server to the same level as the
test server you are in a position to do some reliable backups, you
could even swap the servers if needed.

For the DB backup, mysqldump is a very good tool but you will have
trouble if you try to use it the way you've described. You would have
to edit the dump file and delete all the data in the live database
after each backup. I can see it being very laborious.

What you could do is this;

1. Create a second database on the test server i.e. otrs2
2. Dump the current live database to the otrs2 database.
3. Clear out the live database.
4. Perform future dumps to the first test database.

This way you will have a current backup of the production server and a
historical backup of the database that you can connect to if you need
to.
When the performance of the production server is degraded again you
could create a 3rd database on the test server and repeat the above
steps with it. This would leave you with a current production backup
and 2 historical backups.

Its not a nice way of doing things but it would do what you were looking for.
There's always the alternative of getting new hardware to run the
production server on :)

I hope that helps,
Rory Clerkin


Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/9/7 Lev Davidovich :
> I see.
>
> So there is no way to, say, dump the data, import the dump into the backup,
> delete the backed up data from the live system and then import only the new
> data into the backup a few months later?
>
> 
> From: Lars Monsees 
> To: User questions and discussions about OTRS. 
> Sent: Monday, 7 September, 2009 14:49:26
> Subject: Re: [otrs] Move data from live server to local version of OTRS
>
> Hi Lev,
>
>> Why is it not a good idea to do a dump every few months? Is it because
>> the whole process is very time consuming? Or are there too many risks
>> attached?
>
> depending on the size of your DB, it can be very time consuming.
>
>
>> Where can I find more information about replication?
>
> http://www.google.de/search?q=mysql+replication
>
>
> Lars
>
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[otrs] WYSIWYG broken in Safari

[Lars Jørgensen]

Hi,

Sorry for dropping out of the group for so long, but things got hectic  
at the office.


I'm currently testing out 2.4.4 and while it is a tremendous  
improvement in many areas, I have one glitch holding me back from  
upgrading our production environment.


When you reply to a ticket using the new WYSIWYG editor in Safari (on  
Mac, haven't tested it on Windows), all quoted text is lost. You can  
see it in the editor, but it is not included in the mail that is  
actually sent out. Is this a known bug?



--
Lars

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