Обновление OTRS 5 до OTRS 6

Автор: Андрей Торженов


Обновление от:


Описание процедуры обновления OTRS 5 до OTRS 6. Решение проблемы с временно́й зоной, удаление упоминания об «OTRS Business Solution» и другое «допиливание» OTRS.

Исходные данные

  • ОС: CentOS Linux release 7.4.1708 (Core)
  • Kernel: Linux version 3.10.0-693.11.1.el7.x86_64
  • SQL: postgres (PostgreSQL) 9.4.15
  • Perl: Perl 5.16.3 (perl-DateTime 1.04)
  • OTRS 5 в составе:
      • FAQ
      • GeneralCatalog
      • ImportExport
      • ITSMConfigurationManagement
      • ITSMCore

Решение проблемы с временной зоной для Москвы

OTRS 6 использует модуль perl-DateTime. В версии модуля 1.04 неправильный файл Московской зоны. Сейчас в Москве нет перехода на зимнее/летнее время (DST), а в файле зоны DST есть.

Важно решить проблему с зоной до начала обновления OTRS, иначе собьётся в БД время ваших заявок и придётся откатывать БД из бекапа.
Возможно, проблема с временной зоной присутствует и для других городов. Обратите на это внимание перед началом обновления!

Установка модуля perl-DateTime

# yum install perl-DateTime

Проверка отображения времени в ОС

# zdump Europe/Moscow

Europe/Moscow  Fri Dec  8 13:03:38 2017 MSK

Проверка отображения времени с помощью Perl

# perl -MDateTime -e 'print DateTime->now()->set_time_zone("Europe/Moscow"), "\n";'

2017-12-08T14:03:41

Видим, что используя Perl время отображается на час больше.

Вся проблема в файле зоны:

/usr/share/perl5/vendor_perl/DateTime/TimeZone/Europe/Moscow.pm

Я не стал разбираться в формате файла зоны, а просто переименовал файл Minsk.pm в Moscow.pm и внутри файла изменил все упоминания Minsk на Moscow.

В Минске используется такая же временная зона (UTC +3, без DST), что и в Москве.

Кто не хочет переделывать файл зоны, может скачать готовый файл у меня: Perl DateTime Moscow Time Zone file w/o DST

Проверяем результат

# zdump Europe/Moscow

Europe/Moscow  Fri Dec  8 13:03:59 2017 MSK

# perl -MDateTime -e 'print DateTime->now()->set_time_zone("Europe/Moscow"), "\n";'

2017-12-08T13:04:01

Время корректное. Приступаем к обновлению OTRS.

Резервное копирование

Если у вас OTRS работает на виртуальной машине, то можно сделать Snapshot и не делать резервное копирование. Это на ваше усмотрение.

Остановка сервисов

# systemctl stop crond
# systemctl stop httpd

# sudo -u otrs /opt/otrs/bin/Cron.sh stop
# sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop

Резервное копирование файлов

# mkdir /opt/backup_071217
# mkdir /opt/backup_071217/var

# cp -pr /opt/otrs/Kernel/Config.pm /opt/backup_071217/
# cp -pr /opt/otrs/Kernel/Config/Files/ZZZAuto.pm /opt/backup_071217/
# cp -pr /opt/otrs/var/* /opt/backup_071217/var/

Резервное копирование БД

# pg_dump -v -h 127.0.0.1 -U otrs otrs > otrs_071217.sql

Обновление до OTRS 6

Находим актуальную версию RPM пакета с OTRS для CentOS 7

https://portal.otrs.com/otrs/public.pl?Action=PublicDownloads

Скачиваем актуальную версию RPM пакета с OTRS 6

Скачиваем актуальную версию RPM пакета с OTRS 6

Скачиваем RPM и обновляем OTRS

# wget http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.2-03.noarch.rpm

# rpm -Uvh otrs-6.0.2-03.noarch.rpm
Полный лог обновления
Preparing...                          ################################# [100%]
Check OTRS user ... otrs exists.
usermod: no changes
usermod: no changes
Updating / installing...
   1:otrs-6.0.2-03                    warning: /opt/otrs/Kernel/Config.pm created as /opt/otrs/Kernel/Config.pm.rpmnew
################################# [ 50%]
Rebuilding the system configuration...
[Fri Dec  8 13:16:30 2017] otrs.Console.pl: DBD::Pg::st execute failed: ERROR:  relation "sysconfig_deployment_lock" does not exist
[Fri Dec  8 13:16:30 2017] otrs.Console.pl: LINE 3:             FROM sysconfig_deployment_lock
[Fri Dec  8 13:16:30 2017] otrs.Console.pl:                          ^ at /opt/otrs/Kernel/System/DB.pm line 694.
ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-87 Perl: 5.16.3 OS: linux Time: Fri Dec  8 13:16:30 2017

 Message: ERROR:  relation "sysconfig_deployment_lock" does not exist
LINE 3:             FROM sysconfig_deployment_lock
                         ^, SQL: '
            SELECT id, exclusive_lock_guid, exclusive_lock_user_id, exclusive_lock_expiry_time
            FROM sysconfig_deployment_lock
            ORDER BY exclusive_lock_expiry_time DESC LIMIT 1'

 Traceback (17353): 
   Module: Kernel::System::SysConfig::DB::_DeploymentLockGet Line: 4857
   Module: Kernel::System::SysConfig::DB::DeploymentIsLocked Line: 4579
   Module: Kernel::System::SysConfig::DB::DefaultSettingLock Line: 1272
   Module: Kernel::System::SysConfig::ConfigurationXML2DB Line: 2581
   Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 51
   Module: (eval) Line: 460
   Module: Kernel::System::Console::BaseCommand::Execute Line: 454
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
   Module: /opt/otrs/bin/otrs.Console.pl Line: 38

[Fri Dec  8 13:16:30 2017] otrs.Console.pl: DBD::Pg::db do failed: ERROR:  relation "sysconfig_default" does not exist
[Fri Dec  8 13:16:30 2017] otrs.Console.pl: LINE 2:         UPDATE sysconfig_default
[Fri Dec  8 13:16:30 2017] otrs.Console.pl:                        ^ at /opt/otrs/Kernel/System/DB.pm line 470.
ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-87 Perl: 5.16.3 OS: linux Time: Fri Dec  8 13:16:30 2017

 Message: ERROR:  relation "sysconfig_default" does not exist
LINE 2:         UPDATE sysconfig_default
                       ^, SQL: '
        UPDATE sysconfig_default
        SET
            exclusive_lock_guid = ?,
            exclusive_lock_user_id = ?,
            exclusive_lock_expiry_time = ?
        '

 Traceback (17353): 
   Module: Kernel::System::SysConfig::DB::DefaultSettingLock Line: 1357
   Module: Kernel::System::SysConfig::ConfigurationXML2DB Line: 2581
   Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 51
   Module: (eval) Line: 460
   Module: Kernel::System::Console::BaseCommand::Execute Line: 454
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
   Module: /opt/otrs/bin/otrs.Console.pl Line: 38

ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-87 Perl: 5.16.3 OS: linux Time: Fri Dec  8 13:16:30 2017

 Message: System was unable to lock Default Settings 

 Traceback (17353): 
   Module: Kernel::System::SysConfig::ConfigurationXML2DB Line: 2586
   Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 51
   Module: (eval) Line: 460
   Module: Kernel::System::Console::BaseCommand::Execute Line: 454
   Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
   Module: /opt/otrs/bin/otrs.Console.pl Line: 38

Error: There was a problem writing XML to DB.
Deleting cache...
Done.

Next steps: 

[restart web server]
 systemctl restart apache2.service

[install the OTRS database]
 Make sure your database server is running.
 Use a web browser and open this link:
 http://support/otrs/installer.pl

[start OTRS daemon and corresponding watchdog cronjob]
 /opt/otrs/bin/otrs.Daemon.pl start
 /opt/otrs/bin/Cron.sh start

((enjoy))
 Your OTRS Team

Cleaning up / removing...
   2:otrs-5.0.22-01                   ################################# [100%]

Если появится ошибка:

perl(DateTime) is needed by otrs-6.0.2-03.noarch

Значит вы не установили Perl модуль perl-DateTime.

Запускаем скрипт миграции на OTRS 6

OTRSTimeZone
Важно сразу корректно установить временную зону в параметре: OTRSTimeZone
# sudo -u otrs /opt/otrs/scripts/DBUpdate-to-6.pl

 Migration started ...

 Checking requirements ...

    Requirement check for: Check framework version ...
    Requirement check for: Check required Perl version ...
    Requirement check for: Check required database version ...
    Requirement check for: Check database charset ...
    Requirement check for: Check required Perl modules ...
    Requirement check for: Check if database has been backed up ...

        Did you backup the database? [Y]es/[N]o: y

    Requirement check for: Upgrade database structure ...
    Requirement check for: Migrating time zone configuration ...

        The currently configured time offset is 3 hours, these are the suggestions for a corresponding OTRS time zone: 

        Africa/Addis_Ababa
        Africa/Asmara
        Africa/Dar_es_Salaam
        Africa/Djibouti
        Africa/Kampala
        Africa/Khartoum
        Africa/Mogadishu
        Africa/Nairobi
        Antarctica/Syowa
        Asia/Aden
        Asia/Amman
        Asia/Baghdad
        Asia/Bahrain
        Asia/Kuwait
        Asia/Qatar
        Asia/Riyadh
        Europe/Kaliningrad
        Europe/Minsk
        Europe/Moscow
        Indian/Antananarivo
        Indian/Comoro
        Indian/Mayotte

        It seems that Europe/Moscow should be the correct time zone to set for your OTRS. 

        Enter the time zone to use for OTRSTimeZone (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for UserDefaultTimeZone (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar1 (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar2 (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar3 (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar4 (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar5 (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar6 (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar7 (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar8 (leave empty to show a list of all available time zones): Europe/Moscow
        Enter the time zone to use for TimeZone::Calendar9 (leave empty to show a list of all available time zones): Europe/Moscow

    Requirement check for: Update calendar appointment future tasks ...
    Requirement check for: Migrate GenericAgent jobs configuration ...
    Requirement check for: Migrate TicketAppointment rules configuration ...
    Requirement check for: Create entries in new article table ...
    Requirement check for: Migrate ArticleType in ProcessManagement Data ...
    Requirement check for: Migrate ArticleType in PostMaster filters ...

 Executing tasks ... 

    Step 1 of 37: Check framework version ...
    Step 2 of 37: Check required Perl version ...
    Step 3 of 37: Check required database version ...
    Step 4 of 37: Check database charset ...
    Step 5 of 37: Check required Perl modules ...
    Step 6 of 37: Check if database has been backed up ...
    Step 7 of 37: Upgrade database structure ...
    Step 8 of 37: Migrate configuration ...
    Step 9 of 37: Refresh configuration cache after migration of OTRS 5 settings ...
    Step 10 of 37: Migrating ticket storage configuration ...
    Step 11 of 37: Migrating article search index configuration ...
    Step 12 of 37: Migrating ticket zoom customer information widget configuration ...
    Step 13 of 37: Drop deprecated table gi_object_lock_state ...
    Step 14 of 37: Migrate PossibleNextActions setting ...
    Step 15 of 37: Migrating time zone configuration ...
    Step 16 of 37: Create appointment calendar tables ...
    Step 17 of 37: Create ticket number counter tables ...
    Step 18 of 37: Update calendar appointment future tasks ...
    Step 19 of 37: Add basic appointment notification for reminders ...
    Step 20 of 37: Create Form Draft tables ...
    Step 21 of 37: Clean and drop group_user permission_value column ...
    Step 22 of 37: Migrate GenericAgent jobs configuration ...
    Step 23 of 37: Migrate TicketAppointment rules configuration ...
    Step 24 of 37: Migrate Merged Ticket history name values ...
    Step 25 of 37: Migrate ticket statistics ...
    Step 26 of 37: Migrate ticket notifications ...
    Step 27 of 37: Create entries in new article table ...
    Step 28 of 37: Post changes on article related tables ...
    Step 29 of 37: Migrate ArticleType in ProcessManagement Data ...
    Step 30 of 37: Migrate ArticleType in PostMaster filters ...
    Step 31 of 37: Migrate chat articles ...
    Step 32 of 37: Initialize default cron jobs ...
    Step 33 of 37: Migrate web service configuration ...
    Step 34 of 37: Uninstall Merged Feature Add-Ons ...
    Step 35 of 37: Clean up the cache ...
    Step 36 of 37: Refresh configuration cache another time ...
    Step 37 of 37: Check SysConfig consistency ...

 Migration completed!

Обновление установленных пакетов в OTRS

# sudo -u otrs /opt/otrs/bin/otrs.Console.pl Admin::Package::UpgradeAll
Полный лог обновления
Getting cloud repositories information...
  Cloud repositories... Done

Fetching on-line repositories...
  OTRS Business Solution™ Features... Done
  OTRS Free Features... Done

Upgrading installed packages...
Notice: Removed file: /opt/otrs/bin/cgi-bin/faq.pl
Notice: Removed file: /opt/otrs/bin/fcgi-bin/faq.fpl
Notice: Removed file: /opt/otrs/doc/faq-database.png
Notice: Removed file: /opt/otrs/Kernel/Config/Files/FAQ.xml
Notice: Removed file: /opt/otrs/Kernel/cpan-lib/XML/RSS/SimpleGen.pm
Notice: Removed file: /opt/otrs/Kernel/GenericInterface/Operation/FAQ/PublicCategoryList.pm
Notice: Removed file: /opt/otrs/Kernel/GenericInterface/Operation/FAQ/LanguageList.pm
Notice: Removed file: /opt/otrs/Kernel/GenericInterface/Operation/FAQ/PublicFAQSearch.pm
Notice: Removed file: /opt/otrs/Kernel/GenericInterface/Operation/FAQ/PublicFAQGet.pm
Notice: Removed file: /opt/otrs/Kernel/Language/da_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/de_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/en_GB_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/es_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/es_MX_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/fa_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/fi_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/fr_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/hu_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/id_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/it_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/ja_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/ms_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/nb_NO_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/nl_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/pl_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/pt_BR_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/pt_PT_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/ru_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/sr_Cyrl_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/sv_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/sw_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/th_TH_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/uk_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/zh_CN_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Language/zh_TW_FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQAdd.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQCategory.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQDelete.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQEdit.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQExplorer.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQHistory.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQJournal.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQLanguage.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQPrint.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQRichText.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQSearch.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQSearchSmall.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AgentFAQZoom.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/CustomerFAQExplorer.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/CustomerFAQPrint.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/CustomerFAQRelatedArticles.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/CustomerFAQSearch.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/CustomerFAQZoom.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/PublicFAQ.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/PublicFAQExplorer.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/PublicFAQPrint.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/PublicFAQRSS.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/PublicFAQSearch.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/PublicFAQZoom.pm
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Dashboard/FAQ.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Dashboard/FAQ.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/FAQJournalOverview/Small.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/FAQJournalOverview/Small.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/FAQMenu/Generic.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/FAQMenu/Generic.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/FAQOverview/Small.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/FAQOverview/Small.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/HeaderMeta/AgentFAQSearch.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/HeaderMeta/AgentFAQSearch.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/HeaderMeta/CustomerFAQSearch.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/HeaderMeta/CustomerFAQSearch.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/HeaderMeta/PublicFAQSearch.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/HeaderMeta/PublicFAQSearch.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Layout/FAQ.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Layout/FAQ.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/LinkObject/FAQ.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/LinkObject/FAQ.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/FilterElementPost/FAQ.pm
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/FilterElementPost/FAQ.pm.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/FilterElementPost/FAQRelatedArticles.pm
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQAdd.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQAdd.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentDashboardFAQOverview.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentDashboardFAQOverview.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQCategory.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQCategory.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQDelete.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQDelete.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQEdit.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQEdit.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQExplorer.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQExplorer.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQHistory.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQHistory.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQJournalOverviewSmall.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQJournalOverviewSmall.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQLanguage.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQLanguage.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQLanguage.tt
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQOverviewNavBar.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQOverviewNavBar.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQOverviewSmall.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQOverviewSmall.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearch.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearch.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchOpenSearchDescriptionFAQNumber.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchOpenSearchDescriptionFAQNumber.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchOpenSearchDescriptionFulltext.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchOpenSearchDescriptionFulltext.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchSmall.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchSmall.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQZoom.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQZoom.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQZoomSmall.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQZoomSmall.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQExplorer.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQExplorer.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQRelatedArticles.tt
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearch.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearch.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchOpenSearchDescriptionFAQNumber.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchOpenSearchDescriptionFAQNumber.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchOpenSearchDescriptionFullText.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchOpenSearchDescriptionFullText.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchResultShort.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchResultShort.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQZoom.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQZoom.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQExplorer.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQExplorer.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearch.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearch.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchOpenSearchDescriptionFAQNumber.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchOpenSearchDescriptionFAQNumber.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchOpenSearchDescriptionFullText.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchOpenSearchDescriptionFullText.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchResultShort.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchResultShort.tt.save
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQZoom.tt
Notice: Recovered: /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQZoom.tt.save
Notice: Removed file: /opt/otrs/Kernel/System/Console/Command/Admin/FAQ/Import.pm
Notice: Recovered: /opt/otrs/Kernel/System/Console/Command/Admin/FAQ/Import.pm.save
Notice: Removed file: /opt/otrs/Kernel/System/Console/Command/Maint/FAQ/ContentTypeSet.pm
Notice: Removed file: /opt/otrs/Kernel/System/DynamicField/ObjectType/FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/System/FAQ/Category.pm
Notice: Removed file: /opt/otrs/Kernel/System/FAQ/Language.pm
Notice: Removed file: /opt/otrs/Kernel/System/FAQ/RelatedArticle.pm
Notice: Removed file: /opt/otrs/Kernel/System/FAQ/State.pm
Notice: Removed file: /opt/otrs/Kernel/System/FAQ/Vote.pm
Notice: Removed file: /opt/otrs/Kernel/System/FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/System/FAQSearch.pm
Notice: Removed file: /opt/otrs/Kernel/System/LinkObject/FAQ.pm
Notice: Removed file: /opt/otrs/Kernel/System/Stats/Static/FAQAccess.pm
Notice: Removed file: /opt/otrs/scripts/test/Console/Command/Admin/FAQ/Import.t
Notice: Recovered: /opt/otrs/scripts/test/Console/Command/Admin/FAQ/Import.t.save
Notice: Removed file: /opt/otrs/scripts/webservices/GenericFAQConnectorREST.yml
Notice: Removed file: /opt/otrs/scripts/webservices/GenericFAQConnectorSOAP.yml
Notice: Recovered: /opt/otrs/scripts/webservices/GenericFAQConnectorSOAP.yml.save
Notice: Removed file: /opt/otrs/scripts/test/Console/Command/Maint/FAQ/ContentTypeSet.t
Notice: Removed file: /opt/otrs/scripts/test/FAQSearch/InConditionGet.t
Notice: Removed file: /opt/otrs/scripts/test/FAQ.t
Notice: Removed file: /opt/otrs/scripts/test/FAQSearch.t
Notice: Removed file: /opt/otrs/scripts/test/FAQ/RelatedArticle.t
Notice: Removed file: /opt/otrs/scripts/test/GenericInterface/FAQConnector.t
Notice: Removed file: /opt/otrs/scripts/test/sample/FAQ-Test1.doc
Notice: Removed file: /opt/otrs/scripts/test/sample/FAQ-Test1.pdf
Notice: Removed file: /opt/otrs/scripts/test/sample/FAQ.csv
Notice: Recovered: /opt/otrs/scripts/test/sample/FAQ.csv.save
Notice: Removed file: /opt/otrs/scripts/test/sample/GenericInterface/FAQ/GI-FAQ-Test-utf8-1.bin
Notice: Removed file: /opt/otrs/scripts/test/sample/GenericInterface/FAQ/GI-FAQ-Test-utf8-1.txt
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQAdd.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQAdd.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQCategory.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQCategory.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQDelete.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQDelete.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQEdit.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQEdit.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQExplorer.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQExplorer.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQHistory.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQHistory.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQJournal.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQJournal.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQLanguage.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQLanguage.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQLinkObject.t
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQPrint.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQPrint.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQSearch.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQSearch.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQZoom.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Agent/AgentFAQZoom.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQExplorer.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQExplorer.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQPrint.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQPrint.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQSearch.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQSearch.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQZoom.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQZoom.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Customer/FAQ/RelatedArticles.t
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Public/PublicFAQExplorer.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Public/PublicFAQExplorer.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Public/PublicFAQPrint.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Public/PublicFAQPrint.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Public/PublicFAQRSS.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Public/PublicFAQRSS.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Public/PublicFAQSearch.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Public/PublicFAQSearch.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Public/PublicFAQZoom.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Public/PublicFAQZoom.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Output/Dashboard/FAQ.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Output/Dashboard/FAQ.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Output/FAQJournalOverview/Small.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Output/FAQJournalOverview/Small.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Output/FAQMenu/Generic.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Output/FAQMenu/Generic.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Output/FAQOverview/Small.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Output/FAQOverview/Small.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/AgentFAQSearch.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/AgentFAQSearch.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/CustomerFAQSearch.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/CustomerFAQSearch.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/PublicFAQSearch.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/PublicFAQSearch.t.save
Notice: Removed file: /opt/otrs/scripts/test/Selenium/Output/LinkObject/FAQ.t
Notice: Recovered: /opt/otrs/scripts/test/Selenium/Output/LinkObject/FAQ.t.save
Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/FAQ.Agent.ConfirmationDialog.js
Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/FAQ.Agent.FAQZoom.js
Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/FAQ.Agent.TicketCompose.js
Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/FAQ.Customer.FAQZoom.js
Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/FAQ.Agent.Default.css
Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/FAQ.Agent.Detail.css
Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Agent/default/img/help-small.png
Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.Customer.Default.css
Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.Customer.Detail.css
Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.RelatedArticles.css
Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.Widget.css
Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.FAQZoom.css
Notice: Removed file: /opt/otrs/var/packagesetup/FAQ.pm
Notice: Removed file: /opt/otrs/var/stats/FAQ-FAQAccess.xml
Notice: Removed file: /opt/otrs/doc/en/FAQ.pdf
Notice: Install /opt/otrs/bin/cgi-bin/faq.pl (770)!
Notice: Install /opt/otrs/bin/fcgi-bin/faq.fpl (770)!
Notice: Install /opt/otrs/doc/faq-database.png (660)!
Notice: Install /opt/otrs/Kernel/Config/Files/XML/FAQ.xml (660)!
Notice: Install /opt/otrs/Kernel/cpan-lib/XML/RSS/SimpleGen.pm (660)!
Notice: Install /opt/otrs/Kernel/GenericInterface/Operation/FAQ/PublicCategoryList.pm (660)!
Notice: Install /opt/otrs/Kernel/GenericInterface/Operation/FAQ/LanguageList.pm (660)!
Notice: Install /opt/otrs/Kernel/GenericInterface/Operation/FAQ/PublicFAQSearch.pm (660)!
Notice: Install /opt/otrs/Kernel/GenericInterface/Operation/FAQ/PublicFAQGet.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/da_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/de_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/en_GB_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/es_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/es_MX_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/fa_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/fi_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/fr_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/hu_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/id_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/it_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/ja_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/ms_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/nb_NO_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/nl_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/pl_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/pt_BR_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/pt_PT_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/ru_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/sr_Cyrl_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/sr_Latn_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/sv_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/sw_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/th_TH_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/uk_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/zh_CN_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Language/zh_TW_FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQAdd.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQCategory.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQDelete.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQEdit.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQExplorer.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQHistory.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQJournal.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQLanguage.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQPrint.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQRichText.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQSearch.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQSearchSmall.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/AgentFAQZoom.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/CustomerFAQExplorer.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/CustomerFAQPrint.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/CustomerFAQRelatedArticles.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/CustomerFAQSearch.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/CustomerFAQZoom.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/PublicFAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/PublicFAQExplorer.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/PublicFAQPrint.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/PublicFAQRSS.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/PublicFAQSearch.pm (660)!
Notice: Install /opt/otrs/Kernel/Modules/PublicFAQZoom.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Dashboard/FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/FAQJournalOverview/Small.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/FAQMenu/Generic.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/FAQMenu/Delete.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/FAQOverview/Small.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/HeaderMeta/AgentFAQSearch.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/HeaderMeta/CustomerFAQSearch.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/HeaderMeta/PublicFAQSearch.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Layout/FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/LinkObject/FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/FilterElementPost/FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/FilterElementPost/FAQRelatedArticles.pm (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQAdd.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentDashboardFAQOverview.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQCategory.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQDelete.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQEdit.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQExplorer.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQHistory.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQJournalOverviewSmall.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQLanguage.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQLanguage.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQOverviewNavBar.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQOverviewSmall.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearch.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchOpenSearchDescriptionFAQNumber.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchOpenSearchDescriptionFulltext.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQSearchSmall.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQZoom.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentFAQZoomSmall.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQExplorer.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQRelatedArticles.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearch.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchOpenSearchDescriptionFAQNumber.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchOpenSearchDescriptionFullText.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQSearchResultShort.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerFAQZoom.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQExplorer.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearch.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchOpenSearchDescriptionFAQNumber.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchOpenSearchDescriptionFullText.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQSearchResultShort.tt (660)!
Notice: Install /opt/otrs/Kernel/Output/HTML/Templates/Standard/PublicFAQZoom.tt (660)!
Notice: Install /opt/otrs/Kernel/System/Console/Command/Admin/FAQ/Import.pm (660)!
Notice: Install /opt/otrs/Kernel/System/Console/Command/Maint/FAQ/ContentTypeSet.pm (660)!
Notice: Install /opt/otrs/Kernel/System/DynamicField/ObjectType/FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/System/FAQ/Category.pm (660)!
Notice: Install /opt/otrs/Kernel/System/FAQ/Language.pm (660)!
Notice: Install /opt/otrs/Kernel/System/FAQ/RelatedArticle.pm (660)!
Notice: Install /opt/otrs/Kernel/System/FAQ/State.pm (660)!
Notice: Install /opt/otrs/Kernel/System/FAQ/Vote.pm (660)!
Notice: Install /opt/otrs/Kernel/System/FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/System/FAQSearch.pm (660)!
Notice: Install /opt/otrs/Kernel/System/LinkObject/FAQ.pm (660)!
Notice: Install /opt/otrs/Kernel/System/Stats/Static/FAQAccess.pm (660)!
Notice: Install /opt/otrs/scripts/test/Console/Command/Admin/FAQ/Import.t (660)!
Notice: Install /opt/otrs/scripts/webservices/GenericFAQConnectorREST.yml (660)!
Notice: Install /opt/otrs/scripts/webservices/GenericFAQConnectorSOAP.yml (660)!
Notice: Install /opt/otrs/scripts/test/Console/Command/Maint/FAQ/ContentTypeSet.t (660)!
Notice: Create Directory /opt/otrs/scripts/test/DynamicField/ObjectType/FAQ!
Notice: Install /opt/otrs/scripts/test/DynamicField/ObjectType/FAQ/ObjectDataGet.t (660)!
Notice: Install /opt/otrs/scripts/test/FAQSearch/InConditionGet.t (660)!
Notice: Install /opt/otrs/scripts/test/FAQ.t (660)!
Notice: Install /opt/otrs/scripts/test/FAQSearch.t (660)!
Notice: Install /opt/otrs/scripts/test/FAQ/RelatedArticle.t (660)!
Notice: Install /opt/otrs/scripts/test/FAQ/UpgradeLowerThan5092.t (660)!
Notice: Create Directory /opt/otrs/scripts/test/FAQ/Category!
Notice: Install /opt/otrs/scripts/test/FAQ/Category/CheckCategoryUserPermission.t (660)!
Notice: Install /opt/otrs/scripts/test/GenericInterface/FAQConnector.t (660)!
Notice: Install /opt/otrs/scripts/test/sample/FAQ-Test1.doc (660)!
Notice: Install /opt/otrs/scripts/test/sample/FAQ-Test1.pdf (660)!
Notice: Install /opt/otrs/scripts/test/sample/FAQ.csv (660)!
Notice: Install /opt/otrs/scripts/test/sample/GenericInterface/FAQ/GI-FAQ-Test-utf8-1.bin (660)!
Notice: Install /opt/otrs/scripts/test/sample/GenericInterface/FAQ/GI-FAQ-Test-utf8-1.txt (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQAdd.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQCategory.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQDelete.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQEdit.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQExplorer.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQHistory.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQJournal.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQLanguage.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQLinkObject.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQPrint.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQSearch.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Agent/AgentFAQZoom.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQExplorer.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQPrint.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQSearch.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Customer/CustomerFAQZoom.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Customer/FAQ/RelatedArticles.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Public/PublicFAQExplorer.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Public/PublicFAQPrint.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Public/PublicFAQRSS.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Public/PublicFAQSearch.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Public/PublicFAQZoom.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Output/Dashboard/FAQ.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Output/FAQJournalOverview/Small.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Output/FAQMenu/Generic.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Output/FAQOverview/Small.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/AgentFAQSearch.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/CustomerFAQSearch.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Output/HeaderMeta/PublicFAQSearch.t (660)!
Notice: Install /opt/otrs/scripts/test/Selenium/Output/LinkObject/FAQ.t (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/js/FAQ.Agent.ConfirmationDialog.js (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/js/FAQ.Agent.FAQ.js (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/js/FAQ.Agent.FAQZoom.js (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/js/FAQ.Agent.TicketCompose.js (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/js/FAQ.Customer.FAQZoom.js (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/FAQ.Agent.Default.css (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/FAQ.Agent.Detail.css (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/skins/Agent/default/img/help-small.png (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.Customer.Default.css (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.Customer.Detail.css (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.RelatedArticles.css (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.Widget.css (660)!
Notice: Install /opt/otrs/var/httpd/htdocs/skins/Customer/default/css/FAQ.FAQZoom.css (660)!
Notice: Install /opt/otrs/var/packagesetup/FAQ.pm (660)!
Notice: Install /opt/otrs/var/stats/FAQ-FAQAccess.xml (660)!
Notice: Install /opt/otrs/doc/en/FAQ.pdf (644)!
Code: 

        # create the package name
        my $CodeModule = 'var::packagesetup::' . $Param{Structure}->{Name}->{Content};

        $Kernel::OM->Get($CodeModule)->CodeUpgrade();
    
Code: 

        # create the package name
        my $CodeModule = 'var::packagesetup::' . $Param{Structure}->{Name}->{Content};

        $Kernel::OM->Get($CodeModule)->CodeUpgradeFromLowerThan_5_0_92();
    
  The following packages were updated...
    FAQ
  The following packages could not be found in the on-line repositories...
    GeneralCatalog
    ITSMConfigurationManagement
    ITSMCore
    ImportExport

Fail.

В моём случае, автоматически не обновились ITSM пакеты:

...
  The following packages could not be found in the on-line repositories...
    GeneralCatalog
    ITSMConfigurationManagement
    ITSMCore
    ImportExport

Fail.

Обновляем ITSM пакеты вручную

Находим нужные версии пакетов: http://ftp.otrs.org/pub/otrs/itsm/packages6

# sudo -u otrs /opt/otrs/bin/otrs.Console.pl Admin::Package::Upgrade http://ftp.otrs.org/pub/otrs//packages/:FAQ-6.0.1.opm
# sudo -u otrs /opt/otrs/bin/otrs.Console.pl Admin::Package::Upgrade http://ftp.otrs.org/pub/otrs//itsm/packages6/:GeneralCatalog-6.0.2.opm
# sudo -u otrs /opt/otrs/bin/otrs.Console.pl Admin::Package::Upgrade http://ftp.otrs.org/pub/otrs//itsm/packages6/:ITSMCore-6.0.2.opm
# sudo -u otrs /opt/otrs/bin/otrs.Console.pl Admin::Package::Upgrade http://ftp.otrs.org/pub/otrs//itsm/packages6/:ITSMConfigurationManagement-6.0.2.opm
# sudo -u otrs /opt/otrs/bin/otrs.Console.pl Admin::Package::Upgrade http://ftp.otrs.org/pub/otrs//itsm/packages6/:ImportExport-6.0.2.opm

[root@support opt]# sudo -u otrs /opt/otrs/bin/otrs.Console.pl Admin::Package::List
Listing all installed packages...
+----------------------------------------------------------------------------+
| Name:        FAQ
| Version:     6.0.1
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The FAQ/knowledge base.
+----------------------------------------------------------------------------+
| Name:        GeneralCatalog
| Version:     6.0.2
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The General Catalog package.
+----------------------------------------------------------------------------+
| Name:        ImportExport
| Version:     6.0.2
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The ImportExport package.
+----------------------------------------------------------------------------+
| Name:        ITSMConfigurationManagement
| Version:     6.0.2
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Configuration Management package.
+----------------------------------------------------------------------------+
| Name:        ITSMCore
| Version:     6.0.2
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Core package.
+----------------------------------------------------------------------------+
Done.

Запускаем сервисы

# systemctl start crond
# systemctl start httpd

# sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl start
# sudo -u otrs /opt/otrs/bin/Cron.sh start

Работы после обновления OTRS

Обновление закончено, а теперь приступим к допиливанию OTRS.

Изменение конфигурации OTRS

В OTRS 6 недостаточно внести изменения в конфигурацию (System Configuration) и сохранить их, теперь ещё необходимо выполнить «Deployment» конфигурации (в русской локализации OTRS, «Deployment» перевели как — «Использование»).

Т.е. вы делаете множество изменений параметров конфигурации, каждый раз сохраняете изменения, но в силу они не вступают, пока вы не сделаете «Deployment».

Проверяем логи и состояние OTRS

Заходим в web интерфейс:

Admin > OTRS Group Services > Support Data Collector

Проверяем, что всё Ок и ни каких ошибок нет.

Аватарки

Если хотим, что бы у агентов были аватарки в переписке и личном профиле, заходим на https://ru.gravatar.com и регистрируем email’ы агентов.

OTRS 6. Аватарки в заявках

Меняем сортировку открытых заявок (Open Ticket)

У меня в OTRS 5 на Dashboard (Дайджест) , сверху были самые свежие открытые заявки, а в OTRS 6 стало всё наоборот. Нужно вернуть как было.

 

Заходим в web интерфейс:

Admin > System Configuration > Navigation > Frontend > Agent > View > Dashboard: DashboardBackend###0130-TicketOpen

В Attributes прописываем:

StateType=open;SortBy=Age;OrderBy=Down

OTRS 6. Настройка сортировки открытых заявок

Отключение календарей

В OTRS 6 появились «Appointment Calendar». Если вы их не используете, то можно убрать из главного меню пункт «Calendar».

OTRS 6. Календарь. Главное меню

Заходим в web интерфейс:

Admin > System Configuration > Navigation > Frontend > Agent > ModuleRegistration > MainMenu: Frontend::Navigation###AgentAppointmentCalendarOverview###002-Calendar

Нажимаем — «Disable».

OTRS 6. Отключение меню — Календарь

Убираем сообщения «OTRS Business Solution»

OTRS 6. Business Solution

Когда сообщение «OTRS Business Solution» появлялось только в меню администратора и в отчётах, меня это не раздражало, но теперь оно появилось и в меню агента.

Решил, что нужно от этого избавляться. Полазил по настройкам, форумам и понял, что через настройки данную надпись не убрать (что и логично).

Нашёл плагин, который удаляет данную надпись.

DisableOTRSBusinessNotification: https://opar.perl-services.de/dist/DisableOTRSBusinessNotification

Устанавливаем плагин DisableOTRSBusinessNotification

Установка плагина DisableOTRSBusinessNotification

Установка плагина DisableOTRSBusinessNotification

Результат достигнут

Проблема с сортировкой заявок

После обновления обнаружил одну проблему — неправильная сортировка сообщений в заявках, созданных ещё на OTRS 5 и сообщений добавленных в эту заявку после обновления до OTRS 6.

OTRS 6. Проблема с сортировкой сообщений

OTRS 6. Проблема с сортировкой сообщений

В выше приведённом примере, видно следующее:

  1. Эти сообщения созданы ещё на OTRS 5. Они сортируются по номеру.
  2. Это сообщение создано уже на OTRS 6. Почему-то ему присвоен порядковый номер 1 (3), а не 9, хотя дата у него значительно старше (4) чем у сообщений созданных на OTRS 5. И соответственно, это сообщение оказывается не в самом верху, а внизу. Сбивается вся сортировка.

В заявках созданых уже в OTRS 6, такой проблемы нет, все заявки и их номера идут в хронологическом порядке.

Разбираться с данной проблемой не стал, у меня почти не было старых заявок созданных ещё в OTRS 5, почти все заявки были закрыты.

Но учтите, что такая проблема может возникнуть и у вас…

Устранение ошибки: Can’t create meta article (TicketID=xxx)

Через какое-то время после обновления OTRS 6, при создании или изменении заявки появилась ошибка: «Can’t create meta article (TicketID=xxx)».

В логах следующее:

# cat /var/log/messages

Jan 18 10:56:08 support OTRS-CGI-87[1064]: [Error][Kernel::System::Ticket::Article::Backend::Base::_MetaArticleCreate][Line:360]: ERROR:  duplicate key value violates unique constraint "article_pkey1"#012DETAIL:  Key (id)=(106) already exists., SQL: 'INSERT INTO article#012            (ticket_id, article_sender_type_id, is_visible_for_customer, communication_channel_id, insert_fingerprint, create_time, create_by, change_time, change_by)#012            VALUES (?, ?, ?, ?, ?, '2018-01-18 10:56:08', ?, '2018-01-18 10:56:08', ?)'
Jan 18 10:56:08 support OTRS-CGI-87[1064]: [Error][Kernel::System::Ticket::Article::Backend::MIMEBase::ArticleCreate][Line:343]: Can't create meta article (TicketID=2363)!

Ключевая фраза «duplicate key value violates unique constraint «article_pkey1″#012DETAIL:  Key (id)=(106) already exists».

Имеются проблема в таблице «article», с последовательностью (sequence) в колонке «id».

Исправялем проблему

Перед началом работ сделайте резервную копию БД!

Подключаемся к БД и выполняем команду:

# psql -U otrs -d otrs -h 127.0.0.1 -W
Password for user otrs:
psql (9.4.15)
Type "help" for help.

otrs=# alter table article alter column id set default nextval('article_id_seq'::regclass);

Дополнительная информация: http://forums.otterhub.org/viewtopic.php?f=62&t=38482

Ссылки

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В профессиональной сфере занимаюсь всем, что связанно с IT. Основная специализация - VoIP и сети передачи данных. Стараюсь не заниматься Windows серверами (но иногда приходится) и 1С.

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