Znuny and ((OTRS)) Community Edition

msksharma

I replaced my Db with Maria DB, But the problem still persists.

Do i have to run some scripts after the DB is migrated?

msksharma

I am getting this error after migrating DB to mariadb otrs@otrs:/opt/otrs/bin$ ./otrs.Console.pl Admin::User::Add --user-name otrsadmin --first-name OTRS --last-name Admin --email-address it@toradex.com --password abcd123 --group "admin" Error: Group 'admin' does not exist. But i can query...

msksharma

Whom should we contact for Professional support?

msksharma

Hi,

Unfortunately the upgrade was done 2 weeks and we have a backup of the DB. However we would lose 2 weeks of ticket data.

Is there any other alternative to resolve this?

According to this,

https://github.com/znuny/Znuny/issues/41

There are 2 alrernatives

Is any of them possible?

msksharma

Hi,
Does that mean i can use mysqldump to take backup of DB and then restore on MariaDB?

Regards,
Krishna M S

msksharma

We are using OTRS 6.0.2x running on Ubuntu 18. 2 weeks back we upgraded Ubuntu 18 to 20 since it was reaching EOL and the upgrade went on well. After 2 weeks we realize that users who had admin access have lost access to Admin part in GUI. Upon research we found that Ubuntu 20 uses MySQL8 and there ...

msksharma

The Issue got resolved. Apparently, there were 2 variables which was no longer supported.

#query_cache_limit = 1M
#query_cache_size = 16M

After i commented these 2 variables and restarted Mysql, it worked.

msksharma

Hi All, Today i was testing Ubuntu upgrade from 18 to 20 on my development system. After the upgrade, i rebooted the system. When i try to access OTRS web interface, i got this error message. Lost connection to MySQL server at 'reading initial communication packet', system error: 104 Please contact ...

msksharma

Hi, We are currently using OTRS 6.0.26 with Office 365 and POP3S for downloading Emails Since Office 365 Basic Authentication would stop anytime soon, we would like to use davmail which is deployed inside our organization. However davmail uses non-standard ports for POP3S. IN OTRS i cannot see a opt...

msksharma

Hi,

This setting worked. Thank you very much.

Krishna M S

msksharma

Hi,

Also when i click on Package Manager, it takes a couple of mins to open. I guess, it is trying to search for ftp.otrs.org.

Is it possible to change it to znuny repository?

If so, please let me know the steps.

Regards,
Krishna M S

msksharma

Hi,

Please let me know how to add this repository?

One thing i saw was if i click on Re-install, it took some time but re-installed.

Is this the only way?

Regards,
Krishna M S

msksharma

Here is the error when i login to the GUI and click on Package Manager OTRSMasterSlave 6.0.22 - Package not correctly deployed! Please reinstall the package. OTRS_SugarCRM_Connector 6.0.25 - Package not correctly deployed! Please reinstall the package. Survey 6.0.17 - Package not correctly deployed!...

msksharma

Hi, Today i tried to update from OTRS 6.0.26 to Znuny 6.0.32. I am getting this error while trying to update the packages Upgrading installed packages... ERROR: OTRS-otrs.Console.pl-Admin::Package::UpgradeAll-10 Perl: 5.26.1 OS: linux Time: Mon Mar 8 03:42:49 2021 Message: Can't perform GET on https...

msksharma

Hi,

I have a Test VM running with data which is older than 6 months back.

I want to restore the latest data without losing the configuration. Please suggest the best way?

Taking backup using --dbonly will only take backup of DB without attachments/articles

Regards,
Krishna M S

msksharma

Hi,

I got it resolved by adding --no-tablespaces --max_allowed_packet=512M in the backup script.

The backup ran successfully.

Regards,
Krishna M S

msksharma

Hi, I am getting this error while trying to run OTRS backup using the default script root@otrs:/opt/otrs/scripts# ./backup.pl -d /mnt/synology/OTRS6/ -c gzip -t fullbackup Backup /mnt/synology/OTRS6//2021-02-16_15-17/Config.tar.gz ... done Backup /mnt/synology/OTRS6//2021-02-16_15-17/Application.tar...

msksharma

Hi,

Yes it is a add-on. I have attached a screenshot.

Regards,
Krishna M S

msksharma

Hi, We have developed our own plugin for Integration with Sugar CRM. When i do a upgrade, I rename the current OTRS folder and move the new version to /opt/otrs. I am not sure if we have to re-install this Plugin. Since i am not an expert in OTRS, i do not know how the plugin data is stored. Could u...

msksharma

Hi,

We currently use /opt/otrs for the OTRS folder. Can we re-use the same when we download and extraxt Znuny?

Regards,
Krishna M S

msksharma

Hi,

We are using Ubuntu 18 Server. Usually we install using the source code.

Regards,
Krishna M S

msksharma

Hi,

We plan to upgrade from OTRS 6.0.26 to Znuny 6.0.32. However i could not find any documentation for the same?

Could u please share the link for the same?

Regards,
Krishna M S

msksharma

Hi, But we have installed custom plugins like integration to a third party application. In this scenario, do we have to re-install and configure the plugins. I remember when we update OTRS, we download the latest version and move specific folders. Not sure if the plugin would work that way. I have a...

msksharma

Hi,

We are using OTRS 6.0.26

If an Email is sent to OTRS with multiple recipients, when the agent sees the ticket/Email, he sees only his id.

I wanted to check if it is possible to see all the recipients? I guess it is a design of the ticketing system.

Regards,
Krishna M S

msksharma

Hi,

Even after running the command, the output is the same.

Regards,
Krishna M S

msksharma

Hi,

Do i i have to stop/restart Apache daemon while i run this command?

Regards,
Krishna M S

msksharma

Hi,

What is surprising is that when the end user has created a template to search for the Queue with open tickets and it is working.

Regards,
Krishna M S

msksharma

Hi All,

I checked all settings but did not find a solution for this.

We have tried to reset the permissions but the outcome is the same.

Does anyone have a solution for this?

Regards,
Krishna M S

msksharma

Hi, We are running OTRS 6.0.26 and want to update to 6.0.30. The system has few plugins which includes new custom plugins. In this scenario, will the plugins work seamlessly after update or do we have to remove the plugins and add them again after the OTRS update. Your suggestions/feedback would be ...

msksharma

Hi, I wanted to run the following Statistics in OTRS "Overview about all tickets in the system" and i am getting this error This statistic contains configuration errors and can currently not be used. Please help me out. I want to find out the total number of tickets in the system? Is it po...

msksharma

Hi,

Strangely, this is happening for only one user. For the rest of the users, it is working fine.

Regards,
Krishna M S

msksharma

Hi,

I got a confirmation from the user that he does not have the thrash bin option in his Queue view

I am attaching the screnshot for your reference.

Please help me out.

Regards,
Krishna M S

msksharma

Hi,

Yes, they are located under sub-queues.

Please let me know to reset the queue index.

Regards,
Krishna M S

msksharma

Hi,

I am unable to locate the filter. Could u please provide a screenshot?

Sorry i am new to OTRS.

Regards,
Krishna M S

msksharma

Hi, One of the users cannot see tickets in Queue. Please see screenshot He navigates to the ARM Support->_Brazil queue where I and other users can see two tickets. But Person X doesn't see the tickets. In the screen shot you can see that there should be two tickets in the Brazil queue, but they don'...

msksharma

Hi,

I do not have any other settings defined.

I do not if this is due to a specific attachment. Since the error always shows up at this particular row.

Is there a way to find out?

Regards,
Krishna M S

msksharma

Hi, I did everything as u suggested and restarted the service. I still get the same error mysqldump: Error 2020: Got packet bigger than 'max_allowed_packet' bytes when dumping table `article_data_mime_attachment` at row: 21926 [mysqldump] quick quote-names #max_allowed_packet = 16M max_allowed_packe...

msksharma

Hi,

I have already set this to 500M in my my.cnf file. Am i missing out anything?

Regards,
Krishna M S

msksharma

Hi, I am getting this error while trying to take a backup of OTRS root@otrs-test:/opt/otrs/scripts# ./backup.pl -d /mnt/backup Backup /mnt/backup/2020-10-27_03-38/Config.tar.gz ... done Backup /mnt/backup/2020-10-27_03-38/Application.tar.gz ... done Dump MySQL data to /mnt/backup/2020-10-27_03-38/Da...

msksharma

Hi All, We are running OTRS 6.0.26. Earlier we were using OTRS 3 and we migrated to 6 this year. The attachments are stored in OTRS_HOME/var/article and the size is 58GB I also see the size of DB under /var/lib/mysql which is 23 GB. What i noticed is that the filesystem size has doubled from OTRS 3 ...

msksharma

Hi,

Could u please let me know how do i find it out? I am not too familiar with MySQL?

Regards,
Krishna M S

msksharma

Hi,

Yes, i was making sure i used to run

service mysql restart

Do u have some guide on how to move attachments to FS? Is this the same as articles? Because i see that my /opt/otrs/var/article size is 51GB.

Regards,
Krishna M S

msksharma

Hi,

Even changing to 5G did not work.

[mysqldump]
quick
quote-names
#max_allowed_packet = 16M
max_allowed_packet = 5G

Regards,
Krishna M S

msksharma

Hi, I changed it to 1GB and restarted the system. However i still get the error root@otrs:/opt/otrs/scripts# ./backup.pl -d /mnt/synology/OTRS6/ -c gzip -t dbonly Backup of filesystem data disabled by parameter dbonly ... Dump MySQL data to /mnt/synology/OTRS6//2020-07-30_05-13/DatabaseBackup.sql.gz...

msksharma

Hi,

These are my settings for mysqldump

[mysqldump]
quick
quote-names
#max_allowed_packet = 16M
max_allowed_packet = 100M

Do i increase this also to 500M?

Regards,
Krishna M S

msksharma

Hi,

My current setting is 500M. What should be the recommended size?.

Regards,
Krishna M S

msksharma

Hi, We have a OTRS testing environment server which has old data. For some testing, they wanted a DB refresh. OTRS version is 6.0.26 Today i ran the command ./backup.pl -d /mnt/synology/OTRS6/ -c gzip -t dbonly to take a backup of only the DB. However after some time, i am getting this error mysqldu...

msksharma

Hi,

We upgraded from OTRS 3.3.3 to 6 recently.

Since then, the users are unable to copy an existing table from an existing ticket. Is it something to do with the format of the ticket?

Regards,
Krishna M S

msksharma

Hi,

I cleared the cache and restarted Apache. The error still persists.

Regards,
Krishna M S

msksharma

Hi, In the old version of OTRS, we had different colors for Customer and Our Replies. In OTRS 6, it is white. Is there a way we can get back the old setting? Here is a link from one of the users who is facing the same problem https://otrsteam.ideascale.com/a/dtd/Color-in-AgentTicketZoom/547407-10369...

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