otrs 2.4.7 to 3.0.3

[harish]

Hello,

I have currently have OTRS 2.4.7 installed on windows xp pro. I like to upgrade to otrs 3.0.4. I installed otrs 3.0.4 in ubuntu 9.10 and like to bring all the current tickets and customers from windows 2.4.7. I tried to follow the OTRS upgrade doc but I could not bring the customers and tickets in Ubuntu.
Is there way to do it?

Thanks,

HS

[jojo]

yes, just follow the infos from the UPGRADING file and copy DB Dump and Config files to the ubuntu box

[harish]

JoJo,

Thank you for replying my post. I think, I did not phrase my question correctly. I have two separate machine. Once is running otrs 2.4.7 on the windows xp pro platform and another one is running Ubuntu 9.10. This Ubuntu machine never had OTRS. I have installed otrs 3.0.4 on the Ubuntu machine. I want to bring all the tickets,DB,customer from windows machine and setup into my Ubuntu machine. I followed the "3.3. Upgrading the OTRS Framework from 2.4 to 3.0" Doc. I made copy of all the files under OTRS, created mysqldump and stored it in usb drive.

I have following questions after reading through the Doc:
(1)Section 5-Restore old config files.
How do i do this?
Do i replaced the config.pm(OTRS 3.0.4) file with config.pm (OTRS 2.4.7) from windows machine?
(2)Apply the database changes (part 1/2)
cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs
What does the above command do?
(3) I can't connect to smtp.gmail.com, We do not have any smtp server. What is alternative ? I must bring in tickets from Gmail.

I like the OTRS and want to stick with it.


Thank you,

Harish

[ferrosti]

Don´t misunderstand this, but WHY the heck do you change to an OS you don´t understand that much?

Since you have installed the 3.0 framework in ubuntu you already have done half the job. You´ll need to configure apache as you have already done it on your other machine. It will be too hard to explain what to do before you have 3.0 running (without data of course).
1) So go for the 3.0.4 installation and make sure you can access it via its web interface. One step is to configure apache, next one is to copy Config.pm from your old system to the new one (as you proposed) and it should work.

Once this works shut down apache2, cron and postfix to make sure nothing is going to write into the database except for your dump import.
Import your database now. Use the mysql workbench for this or whatever you like.

2) Then apply the database changes:
'cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs'
This reads like: Print the (text) file ...mysql.sql to program 'mysql' and start it with parameters -p (prompt for password) -u otrs (username 'otrs') otrs (database otrs). The program 'mysql' will read the sql file and follow its instructions. This will do all the changes needed to be prepared for 3.0.

3) What kind of error do you have in your log, regarding your gmail problem?

[harish]

ferrosti,

I am sorry but I was busy with something else and could not reply to your answer. There were too many people on vacation during these holiday. As you mentioned in your post I tried to follow it.

(1) I installed OTRS 3.0.4 on the ubuntu 9.10. I was able to login after web installer as root you describe in step 1.
I copied the (Config.pm from Windows 2.4.7 to Ubuntu. I had these files on the USB drive.
(2) I shutdown cron,apache2.( I did not had Postfix).
I executed the mysql -u root -p otrs < 12282010otrs.sql (It copied all the tickets,customer,users)
(3) I executed 'cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs'. Thanks for the command clarification.

I started apache2 and Cron. I tried to login on http://xxxx/otrs/index.pl with root@localhost and password but could not login with root. I checked the old system for the root password. They are same. I used 'administrator' user and password but still no luck. I could not login with any of the name. I checked otrs database. All the users are in there. I executed 'Grant all privileges ....." command for otrs user, root user but still could not login. When I logged in otrs database, all my tickets,users and customers from the windows are in the OTRS (3.0.4) database are there.

I just can not login 'http://xxxx/otrs/index.pl with 'root@localhost' or 'Administrator' & password. It displayed PANIC login error.


What kind of error do you have in your log, regarding your gmail problem?

I get 'Can't connect to smtp.gmail.com: Connection timed out!'
Error Details:
Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Dec 28 16:01:02 2010

Message: Can't connect to smtp.gmail.com: Connection timed out!

Traceback (24361):
Module: Kernel::System::Email::SMTPS::Send (v1.3) Line: 137
Module: Kernel::System::Email::Send (v1.70) Line: 682
Module: Kernel::Modules::AdminEmail::Run (v1.48) Line: 177
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 838
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48
Module: (eval) (v1.88) Line: 204
Module: ModPerl::RegistryCooker::run (v1.88) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

[ferrosti]

Did you rebuild your config using $OTRS_HOME/bin/otrs.RebuildConfig.pl ?
I have had the same error with a user having umlauts in its name, but this does not to be the case for you. I assume it is due to a wrong PWD hashing or something like that because the new config is not taken correctly. See above...

As long as you do not have login and everything working properly you should not activate OTRSs crontab! You never know what is gonna happen.

Do I see it right, that you want to SEND mails using your gmail account?
Did you try this? http://doc.otrs.org/3.0/en/html/c2030.h ... nding-smtp

[harish]

ferrosti,

Thank you for your reply. I am sorry that I could not replied back to you. I am only guy working on this project and I had work on the FOG Cloning for a while. I was able to start otrs 3.0.4 and now is working. I was able to bring all the tickets,customers from windows xp into Ubuntu 9.10. It is working great,but I still have a problem with Gmail. I can't get gmail working. When I do on command line 'cat ../doc/sendmail__.........otrs.PostMaster.pl' test ticket is created> I like to bring all tickets created in gmail into OTRS. I get 'can't connect to IMAP.GMAIL.COM' error.

I went through the OTRS english forum but still gmail part is not working. I will appreciate your help.

Thanks,

Harish

[crythias]

http://wiki.otrs.org/index.php?title=Co ... with_Gmail

[harish]

crythias,

I tried following:
Here are the steps to configure outgoing mail:

1. Log in as an administrator to OTRS.
2. Go to Admin > SysConfig > Core::Sendmail
3. Select SMTPS as SendmailModule
4. Select smtp.gmail.com as SendmailModule::Host
5. Select 465 as SendmailModule::Port Please note that Google also uses port 587, but only for TLS. OTRS uses SSL communication, so we should select port 465 here.
6. Type your Gmail username and password in the fields SendmailModule::AuthUser and SendmailModule::AuthPassword. Please note that Google expects to see the full email address as the user name.
7. Click Update, and you're done!

I click on the Admin Notification but I get an error :'Can;t connect to smtp.gmail.com

But if I use SysConfig > Core::Sendmail with all the default then There is no error but ticket does not appear in the Dashboard.

Also I still can;t configure the IMAP either. I thought it was firewall but network admin people told me that they configure port 465,587 to accept the smtp.
Just one more info: we do not have any smtp server.

Thanks for your help.

Harish

[ferrosti]

What exactly does your logfile say about your smtp problem?
Are you able to connect to gmail from an Outlook client using these parameters?
In older versions OTRS has problems with special characters used in passwords like '§$%&'. I am not sure if this still exists.

Why do you want to use IMAP to get your mails from gmail? I´d rather take POP3(S) to receive them and have them deleted from gmail server.

[harish]

ferrosti,

I tried POP3S,POP3,SMTP,SMTPS without any success. I get an error 'SMTP,POP,POP3,POP3S can't connect to xxx gmail server'. When I select sendMail moduls it work but it does not create a ticket. SMTPTLS generates the software error. Do I need any updated Perl module?

Thanks,

Harish

[harish]

crythias,

I get 'Can't connect to smtp.gmail.com' error, no mater which SMTP option I select. I also tried several different port (25,465,587) with no success. I know everything is set up correctly because when I tried "Cat ../doc/........otrs/PostMater.pl' a test ticket was created. I like to setup the IMAP or POP server to receive all mail coming from customers. I setup a mail account in gmail called helpdesk@ccccccc.org.All customers tickets is address to this address. When customer can't access OTRS, they can send ticket by gmail. I like to bring these mail as new tickets in otrs. No matter what I tried I can't connect to IMAP,POP,PO3. My password user name is correct.

Thanks,

Harish

[jojo]

please have your firewall guys open the ports!

[harish]

Jojo,

Thank you, I will ask them open port 25,465,587 as soon as I go back tomorrow.

Harish

[harish]

Jojo,

I asked my network people about the port being block. They told me they are not aware of any port being block by them. They can only block ports on the Windows OS system with EPO client (MCAfee antivirus) installed. Since my machine is not windows based, they did not block it.

Can you tell me the following:
(1) If I select SendMail for the host, my email as default email,password and select "Send Admin send Notification"
Should I receive a email in my gmail account? Should I get notification in my otrs?
(2) When I used command line it works and ticket was created so I know that Postmaster is working but I still can't send or receive with sysconfig setting.

I am running out the ideas.

Thanks,

Harish

[crythias]

Didn't you do this already? http://forums.otrs.org/viewtopic.php?f=62&t=6413

[crythias]

Harish, can you please open a new topic summarizing your steps, what exactly you need to happen, and what isn't working?

The topic title here is OTRS 2.4.7 to 3.0.3, but the gmail connection issue is more or less unrelated to your upgrade.

I *think* you're having trouble either retrieving tickets from a gmail account or sending responses, but due to language barriers (?) I am unsure that we're being helpful.

It appears that sendmail is functional to send responses. Sendmail doesn't create tickets, but somehow it appears that you're expecting sendmail to create tickets in gmail.

I get 'Can't connect to smtp.gmail.com' error, no mater which SMTP option I select. I also tried several different port (25,465,587) with no success. I know everything is set up correctly because when I tried "Cat ../doc/........otrs/PostMater.pl' a test ticket was created. I like to setup the IMAP or POP server to receive all mail coming from customers. I setup a mail account in gmail called helpdesk@ccccccc.org.All customers tickets is address to this address. When customer can't access OTRS, they can send ticket by gmail. I like to bring these mail as new tickets in otrs. No matter what I tried I can't connect to IMAP,POP,PO3. My password user name is correct.

To *GET* email/tickets
Make sure the gmail account has either POP or IMAP enabled in Settings, Forwarding and POP/IMAP *INSIDE GMAIL* -- this is not an OTRS configuration. http://mail.google.com/support/bin/answ ... swer=13287
Configure your client to match the settings below:
Incoming Mail (POP3) Server - requires SSL: pop.gmail.com
Use SSL: Yes
Port: 995

http://forums.otrs.org/viewtopic.php?f=62&p=19487

Please update your signature.

[jojo]

the error message tells that that it is not possible to connect to the mail server, this si a network issue. Please run test (e.g. via nmap) from the server to the mail server.