Znuny Open Source Ticketsystem

jojo

Please could you clarify exactly where database upgrades are needed - my understanding was that the DB is only upgraded on a major release?

Are you saying that and upgrade takes place on major & minor releases
2.4.x --> 3.x.x
3.0.x --> 3.1.x

But not to point releases?
3.1.x --> 3.1.x

Where ...

Hi Guillo

We haven't done an upgrade that recently but, to the point where my organisation had upgraded, the posts & documentation that I'd read so far advised that the database wasn't upgraded going from 3.x.x to 3.x.x, only the code.
As a result, whilst the code gets upgraded using the latest Win ...

Sorry to bump a thread.

The upgrade process for Windows without add ons is well discussed. I would really appreciate if someone could clarify an upgrade procedure for Windows OTRS with ITSM installed.
Currently running OTRS 3.0.8 & ITSM 3.0.4
Would like to upgrade to OTRS 3.1.1 & ITSM 3.1.1

I too have a Win install with ITSM.

I would appreciate an "official" line on what the correct upgrade procedure is when using the win installer. There are a number of threads relating to this but I have never seen a definitive answer from the mods or admins on this.
http://forums.otrs.org/viewtopic ...

email address is valid (been used for sometime prior to this occuring.
MX record checking is switched off.

Hi

As we use OTRS as an internal incident tracking/service management tool we do not ustilise the email functionality often as there is no end-user base we serve.
Despite working previously I have discovered that on occassions when we wish to utilize email tickets we are now getting an error ...

I have already changed the setting in the affected queue to unlock after 5 minutes

OK.

So, looking at the text in the config of the Queue, it says: -
If an agent locks a ticket and does not close it before the unlock timeout has passed, the ticket will unlock and will become available for other agents.
The agents are not locking the tickets themselves. I think the tickets are ...

Hi

As our setup requires that anyone be able to work on a ticket at a given point, I have set the inactivity unlock timer in all of the queues to 5 minutes.
Whilst this has rarely come into play as tickets are actioned in a timely fashion by staff, I have noticed that a number of tickets have ...

Hi

Sorry I have taken so long in replying.
Roy - the agents all have RW across the users group.

Also, I want to clarify, I am not referring to the "Customer" admin button on the top menu (although it would be good to know if access to that is at an admin level only), I am referring to the ...

Hi

Our OTRS environment is installed to help track incidents for our technical infrastructure. As as result, I have set up all of my colleagues as agents with correct group privelidges.
However, as we are not dealing with end users I have created a single customer for which all tickets are logged ...

The only issue I have with this is that I would have to create as many slot locations as there are blade servers. even though a blade centre has 16 slots, I have more than one blade centre, so would need to create a different CI for each slot on each blade centre.

seems long winded

so something like: -
data centre CI (location) > Rack CI (location) > Blade chassis CI (hardware) > blade slot CI (location) > blade server CI (computer) ??

Finally getting my head round configuring my CMDB and liking it more and more.

curently defining hardware relationships. We have a number of blade centres chassis each with 16 blade servers. I have created a hardware type CI for blade centre chassis. Obv the blade servers will fall under a computer ...

OK

Sucessfully updated from 3.0.5 > 3.0.7 using default installer.
My server OS: - Win 2003 R2 x64. dedicated for OTRS only.
My existing OTRS install path (using default windows installer) - D:\APPS\OTRS
Perhaps you could use my instructions I noted down and update the FAQ here for v3 users ...

are files to be backed up stil the same in version 3?
Kernel/Config.pm and Kernel/Config/Files/ZZZAuto.pm
http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=351

6.) Upgrade database structure

Is this step needed?

jojo wrote:this howto is not for windows! please do a backup, deinstallation of otrs, installation of otrs, restoring config files and database..

Seriously? that will also remove apache, cronw, mysql & perl. quite a painful process if all that is actually happening is the application files get updated.

ok. no success here for an odd reason.
order of events thus far: -

backup completed
stopped OTRS services (MySQL, Apache2.2, CRONw)
extracted zip to replace files (updating from 3.0.5 --> 3.0.6) from http://ftp.otrs.org/pub/otrs/otrs-3.0.6.zip
started OTRS services (MySQL, Apache2.2, CRONw ...

but of course

thanks...

I'll give it a whirl!
fingers crossed

Hi ferrosti

As I'm in a similar predicament, I am not sure if rjcunningham's post was quite answered in the way he was hoping (although forgive me if his issue is resolved).
You'll have to forgive us Windows users who lack familliarity with Linux!! :D
I am looking to update from 3.0.5 to 3.0.6 ...

crythias

thanks for the reply.
Would it require the whole of ITSM or just ITSMConfigurationManagement-2.1.93.opm in ftp.otrs.org/pub/otrs/itsm/packages30?

I have noticed reference in a post about OTRS 2.4 regarding an IT Inventory Module.
Does the same thing exist for 3.0? This is something I would really find useful beyond words!!

Hi

I'm in the throws of testing my configuration.
My OTRS server lives in our data centre in a seperate domain to our internal user/agent base. Due to various restrictions regarding our connectivity we do not resolve DNS names into our data centre.
The email notifications that are sent contain ...