Time for another unfortunate run in with the OTRS 5 Daemon. Again I got a call from a customer informing me that OTRS had been idle for a day without creating any new tickets.

A few weeks back I got a call from a customer who complained that OTRS had been idle for a day without creating any new tickets. After some initial troubleshooting it became clear that OTRS was simply no longer able to retrieve mail.

Dump MySQL rdbms … mysqldump: Error 2020: Got packet bigger than ‘max_allowed_packet’ bytes when dumping table ‘article_plain’ at row: 8704 … failed

With the release of OTRS Help Desk 4, it seems that running OTRS on a native Windows environment for all intents and purposes is no longer viable. By killing off the Windows installer and recommending migration into the OTRS appliance, the OTRS Group seems to be subtly hinting that OTRS on Windows is dead in the water.

Switching to the OTRS appliance might be a good solution for some Windows installations, but in my case OTRS is configured with MS Active Directory as a customer and agent backend, and we’re relaying on IIS for single sign on. It might be possible to do a source based update and subsequently hack it all back together, but who really wants to travel down that road.

OTRS is the leading open-source Help Desk and IT Service Management (ITSM) solution used by thousands of organizations worldwide. This guide explains the steps involved in installing the latest OTRS release on a minimal CentOS 6.2 installation.

OTRS is the leading open-source Help Desk and IT Service Management (ITSM) solution used by thousands of organizations worldwide. This guide explains the steps involved in installing the latest OTRS release on a minimal CentOS 6.2 installation.