[otrs] System registration issue

[Dimitrakakis Georgios]

Dear OTRS community,

I had performed an initial installation of OTRS which was registered successfully @ cloud.otrs.com

Unfortunately due to DB encoding problem I had to drop and recreate the DB and after that my
system is no longer updated @ cloud.otrs.com.

I have tried to "Edit" the data from the "System Registration" option but the error log show this:


error

OTRS-CGI-02

Got no SessionID!!


I have a backup of the old DB (on which the system was successfully registered) and I can see
that in the "system_data" table there is the UniqueID (matches the one @ otrs.cloud.com). APIKey and
all other relevant information.

How can I restore that information to my running instance??

I 've already tried a full database restore which didn't work and I 've also tried to "Deregister" which
also didn't work this time with the error:

error

OTRS-CGI-02

Deregistration - Can not deregister system: Need APIKey


Regards,

George

[Dimitrakakis Georgios]

OK! I have managed to insert the data to the "system_data" table.

I have now there 10 entries which are the following:


1) Registration::State | registered

2) Registration::UniqueID | (The ID)

3) Registration::APIKey | (The KEY)

4) Registration::LastUpdateID | (The ID)

5) Registration::LastUpdateTime | (The TIMESTAMP)

6) Registration::Description | (The Descrption)

7) Registration::SupportDataSending | No

8) Registration::Type | Production

9) Registration::NextUpdateTime | (The TIMESTAMP--->has already passed)

10) Kernel::System::SupportDataCollector::PluginAsynchronous::OTRS::ConcurrentUsers | [{"CustomerSession":0,"TimeStamp":"2016-08-22 15:00:00","UserSessionUnique":0,"CustomerSessionUnique":0,"UserSession":0},{"CustomerSession":0,"TimeStamp":"2016-08-22 16:00:00","UserSessionUnique":1,"CustomerSessionUnique":0,"UserSession":1}]

The web GUI shows the following:

[Capture.JPG]

As said before I still cannot either update the data with the error:

error

OTRS-CGI-02

RegistrationUpdate - Can not update system Need UniqueID!


Or Deregister the system with the error:

error

OTRS-CGI-02

Deregistration - Can not deregister system: Need APIKey




These are totally contradicting what I see from the CLI

$ ./otrs.Console.pl Maint::Registration::UpdateSend
Sending system registration update...
System is not registered, skipping...
Done.

Using --force doesn't have any effect at all....

How is this possible? GUI shows the system registered but CLI doesn't know about it...

Is there another point I may be missing in the database on where I can specify the values in order to have it back working correctly???


Any ideas are mostly welcome!

Best regards,

George



From: otrs [mailto:otrs-***@lists.otrs.org] On Behalf Of Dimitrakakis Georgios
Sent: Friday, August 26, 2016 8:44 AM
To: User questions and discussions about OTRS.
Subject: [otrs] System registration issue

Dear OTRS community,

I had performed an initial installation of OTRS which was registered successfully @ cloud.otrs.com

Unfortunately due to DB encoding problem I had to drop and recreate the DB and after that my
system is no longer updated @ cloud.otrs.com.

I have tried to "Edit" the data from the "System Registration" option but the error log show this:


error

OTRS-CGI-02

Got no SessionID!!


I have a backup of the old DB (on which the system was successfully registered) and I can see
that in the "system_data" table there is the UniqueID (matches the one @ otrs.cloud.com). APIKey and
all other relevant information.

How can I restore that information to my running instance??

I 've already tried a full database restore which didn't work and I 've also tried to "Deregister" which
also didn't work this time with the error:

error

OTRS-CGI-02

Deregistration - Can not deregister system: Need APIKey


Regards,

George

[Sujeeva Tissaarachchi]

Dear Friends,

I have changed the ticket hook to simplify numbering. All good except one problem. Email followups to old tickets create new tickets instead of adding articles. It doesn't identify old ticket even with old hook or new hook.

Any idea?

Cheers,
Sujeeva

[Dimitrakakis Georgios]

Solution FOUND (in case someone else bumps into this)!!!

It doesn't matter whatever you do with the DB because OTRS is caching system data for 20days....

What I did was to rename "~otrs/var/tmp/CacheFileStorable" to something else...
I must admit here that it would have been probably enough to just rename the "~otrs/var/tmp/CacheFileStorable/SystemData" , but in the heat
of trying to solve it I 've renamed the parent folder :)

As soon as I visited the GUI Page new cache was created from the new DB entries and ta-da everything came back on screen and could perform updates etc.

Best,

George


From: Dimitrakakis Georgios
Sent: Friday, August 26, 2016 10:14 AM
To: User questions and discussions about OTRS.
Subject: RE: System registration issue

OK! I have managed to insert the data to the "system_data" table.

I have now there 10 entries which are the following:


1) Registration::State | registered

2) Registration::UniqueID | (The ID)

3) Registration::APIKey | (The KEY)

4) Registration::LastUpdateID | (The ID)

5) Registration::LastUpdateTime | (The TIMESTAMP)

6) Registration::Description | (The Descrption)

7) Registration::SupportDataSending | No

8) Registration::Type | Production

9) Registration::NextUpdateTime | (The TIMESTAMP--->has already passed)

10) Kernel::System::SupportDataCollector::PluginAsynchronous::OTRS::ConcurrentUsers | [{"CustomerSession":0,"TimeStamp":"2016-08-22 15:00:00","UserSessionUnique":0,"CustomerSessionUnique":0,"UserSession":0},{"CustomerSession":0,"TimeStamp":"2016-08-22 16:00:00","UserSessionUnique":1,"CustomerSessionUnique":0,"UserSession":1}]

The web GUI shows the following:

[Capture.JPG]

As said before I still cannot either update the data with the error:

error

OTRS-CGI-02

RegistrationUpdate - Can not update system Need UniqueID!


Or Deregister the system with the error:

error

OTRS-CGI-02

Deregistration - Can not deregister system: Need APIKey




These are totally contradicting what I see from the CLI

$ ./otrs.Console.pl Maint::Registration::UpdateSend
Sending system registration update...
System is not registered, skipping...
Done.

Using --force doesn't have any effect at all....

How is this possible? GUI shows the system registered but CLI doesn't know about it...

Is there another point I may be missing in the database on where I can specify the values in order to have it back working correctly???


Any ideas are mostly welcome!

Best regards,

George



From: otrs [mailto:otrs-***@lists.otrs.org] On Behalf Of Dimitrakakis Georgios
Sent: Friday, August 26, 2016 8:44 AM
To: User questions and discussions about OTRS.
Subject: [otrs] System registration issue

Dear OTRS community,

I had performed an initial installation of OTRS which was registered successfully @ cloud.otrs.com

Unfortunately due to DB encoding problem I had to drop and recreate the DB and after that my
system is no longer updated @ cloud.otrs.com.

I have tried to "Edit" the data from the "System Registration" option but the error log show this:


error

OTRS-CGI-02

Got no SessionID!!


I have a backup of the old DB (on which the system was successfully registered) and I can see
that in the "system_data" table there is the UniqueID (matches the one @ otrs.cloud.com). APIKey and
all other relevant information.

How can I restore that information to my running instance??

I 've already tried a full database restore which didn't work and I 've also tried to "Deregister" which
also didn't work this time with the error:

error

OTRS-CGI-02

Deregistration - Can not deregister system: Need APIKey


Regards,

George

[Alvaro Cordero]

Hello, you don't need to rename cache, you justo run the command to delete
it.

Regards

El viernes, 26 de agosto de 2016, Dimitrakakis Georgios <

Post by Dimitrakakis Georgios
Solution FOUND (in case someone else bumps into this)!!!
It doesn’t matter whatever you do with the DB because OTRS is caching
system data for 20days
.
What I did was to rename “~otrs/var/tmp/CacheFileStorable” to something
else

I must admit here that it would have been probably enough to just rename
the “~otrs/var/tmp/CacheFileStorable/SystemData” , but in the heat
of trying to solve it I ‘ve renamed the parent folder J
As soon as I visited the GUI Page new cache was created from the new DB
entries and ta-da everything came back on screen and could perform updates
etc.
Best,
George
*From:* Dimitrakakis Georgios
*Sent:* Friday, August 26, 2016 10:14 AM
*To:* User questions and discussions about OTRS.
*Subject:* RE: System registration issue
OK! I have managed to insert the data to the “system_data” table.
1) Registration::State
| registered
2) Registration::UniqueID
| (The ID)
3) Registration::APIKey
| (The KEY)
4) Registration::LastUpdateID
| (The ID)
5) Registration::LastUpdateTime
| (The TIMESTAMP)
6) Registration::Description
| (The Descrption)
7) Registration::SupportDataSending
| No
8) Registration::Type
| Production
9) Registration::NextUpdateTime
| (The TIMESTAMP-àhas already passed)
10) Kernel::System::SupportDataCollector::PluginAsynchronous::OTRS::ConcurrentUsers
| [{"CustomerSession":0,"TimeStamp":"2016-08-22
15:00:00","UserSessionUnique":0,"CustomerSessionUnique":0,"
UserSession":0},{"CustomerSession":0,"TimeStamp":"2016-08-22
16:00:00","UserSessionUnique":1,"CustomerSessionUnique":0,"
UserSession":1}]
[image: Capture.JPG]
error
OTRS-CGI-02
RegistrationUpdate - Can not update system Need UniqueID!
error
OTRS-CGI-02
Deregistration - Can not deregister system: Need APIKey
These are totally contradicting what I see from the CLI
$ ./otrs.Console.pl Maint::Registration::UpdateSend
Sending system registration update...
System is not registered, skipping...
Done.
Using --force doesn’t have any effect at all
.
How is this possible? GUI shows the system registered but CLI doesn’t know
about it

Is there another point I may be missing in the database on where I can
specify the values in order to have it back working correctly???
Any ideas are mostly welcome!
Best regards,
George
Of *Dimitrakakis Georgios
*Sent:* Friday, August 26, 2016 8:44 AM
*To:* User questions and discussions about OTRS.
*Subject:* [otrs] System registration issue
Dear OTRS community,
I had performed an initial installation of OTRS which was registered
Unfortunately due to DB encoding problem I had to drop and recreate the DB
and after that my
I have tried to “Edit” the data from the “System Registration” option but
error
OTRS-CGI-02
Got no SessionID!!
I have a backup of the old DB (on which the system was successfully
registered) and I can see
otrs.cloud.com). APIKey and
all other relevant information.
How can I restore that information to my running instance??
I ‘ve already tried a full database restore which didn’t work and I ‘ve
also tried to “Deregister” which
error
OTRS-CGI-02
Deregistration - Can not deregister system: Need APIKey
Regards,
George