No follow-up for tickets from the old server

[mreichelt]

Hello,

the 'history':
I had an old installation of OTRS 2.4.7 running on Ubuntu Server 9.04.
Now I made an clean install of OTRS 2.4.8 on a new CentOS server by using the *.rpm package avalable from otrs.org
I used the backup.pl script located under /opt/otrs/scripts to create a backup of my old OTRS installation and copied it to my new OTRS server.

On the new server, I executed the restore.pl script to restore the backup I made before.
I got an error message saying that there's no database with the name otrs.
I started the OTRS installer in a browser and let it create a clean OTRS system. After that, I dropped the OTRS database, created a new empty "otrs" database and executed the restore.pl script again.
It ran for a while and dropped an error message compaining about missing SUPER PRIVILEGES.

I dropped the database again, reinstalled OTRS again, ran the OTRS installer and copied the configurations files, exept for the Config.pm, from the old OTRS installation to the new one.
After that, I created a dump of the old OTRS database by executing the following command: '

Code: Select all

mysqldump -uroot -p otrs > /tmp/otrs-backup.sql

'
I copied the *.sql backup to the new OTRS server and used '

Code: Select all

mysql otrs < /tmp/otrs-backup.sql

' to import the data into the new almost empty database.

My problem is the following:

Every reply to a ticket from the old OTRS Installation is handled like a new one and creates a new ticket.
The title of one of these ticket look like this:

[ Inhalt Ticket#: 2010101511000066 ] Re: [Ticket#2010092210000084] Laufwerksberechtigungen für [..]

The reply comes in with a valid ticket id (you can find the ticket with it's original id) and OTRS creates a new ticket and assigns a new id.

But when I create a new ticket on the OTRS installation, everything works a expected.

Has anyone an idea what's wrong with my installation?

Mark.

[crythias]

I believe It's because of a different OTRS systemID (Core)
SystemID:
The system identifier. Every ticket number contains this ID, and the session ID, of a http session string, starts with this number. This ensures that only tickets which belong to your system will be processed as follow-ups. This could be use full when communicating between two instances of OTRS. So be sure of what you choose when you set this setting.

[ Inhalt Ticket#: 2010101511000066 ] Re: [Ticket#2010092210000084] Laufwerksberechtigungen für [..]

[mreichelt]

Thank you, I'll check that.

[changhelry]

I met this problem in otrs 3.0.8 after I upgrade OTRS 2.4.6. But not all reply tickets are assigned to a new ticket , only some of tickets, and my otrs systemID is not changed.

HOW to resolve this issue?