OTRS is an Open source Support Ticket System, its fairly easy to setup and has the ability to receive emails and add them automatically as tickets.
Personally I like its flexibility and they have just released OTRS 2.4.1 (Aitutaki – One Foot Island, Cook Island) which improves alot of its flexibilty.
It has great documentation at http://doc.otrs.org/2.4/en/html/
I have version 2.3.4 installed and I want to upgrade it to the latest version OTRS 2.4.1.
Download the rpm
wget http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-2.4.1-01.noarch.rpm
Change the permissions.
chmod 777 otrs-2.4.1-01.noarch.rpm
Run the rpm upgrade.
rpm -Uvh otrs-2.4.1-01.noarch.rpm
Upgrade the database Part 1
MySQL
cat /opt/otrs/scripts/DBUpdate-to-2.4.mysql.sql | mysql -p -f -u root otrs
PostgreSQL
cat /opt/otrs/scripts/DBUpdate-to-2.4.postgresql.sql | psql otrs
Run the migration script as OTRS user.
su otrs /opt/otrs/scripts/DBUpdate-to-2.4.pl
I got this error and ignoreed it.
Message: Need Type! Traceback (10973): Module: Kernel::System::NotificationEvent::NotificationAdd (v1.2) Module: main::MigrateCustomerNotification (v1.6) Line: 218 Module: /opt/otrs/scripts/DBUpdate-to-2.4.pl (v1.6) Line: 99
Update the database Part 2
MySQL
cat /opt/otrs/scripts/DBUpdate-to-2.4-post.mysql.sql | mysql -p -f -u root otrs
PostgreSQL
cat /opt/otrs/scripts/DBUpdate-to-2.4-post.postgresql.sql | psql otrs
Restart httpd and mysqld
service httpd restart service mysqld restart
Restart otrs service
service otrs restart
Goto your otrs installation http://localhost/otrs/index.pl
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