Per creare un backup digitare il comando:

mkdir -p /root/otrs-backup
/opt/otrs/scripts/backup.pl -d /root/otrs-backup

Backup /root/otrs-backup/2011-01-12_21-43/Config.tar.gz … done
Backup /root/otrs-backup/2011-01-12_21-43/Application.tar.gz … done
Dump MySQL rdbms … done
Compress SQL-file… done

Come si può intuire i files creati sono 2: uno per la configurazione (Config.tar.gz) ed uno per l’applicazione (Application.tar.gz).

Per effettuare il restore, invece, utilizzeremo lo script “restore.pl” (la path completa è: /opt/otrs/scripts/restore.pl).
Occorre precisare una cosa: il database MySQL “otrs” presente sul sistema sul quale viene effettuato il restore deve essere vuoto.

/opt/otrs/scripts/restore.pl -b /root/otrs-backup/2011-01-12_21-43/ -d /opt/otrs/

Restore /root/otrs-backup/2011-01-12_21-43//Config.tar.gz …
Restore /root/otrs-backup/2011-01-12_21-43//Application.tar.gz …
create MySQL
decompresses SQL-file …
cat SQL-file into MySQL database
compress SQL-file…

1) at line 1097, it was created the procedure ArticleLastArticle
2) the line at 1474
3) at line 2524 where we invented a tag named to be replaced by the content (Body) of the last article (accessed by the new procedure) which would be the solution (when closing a ticket) or the note we entered.

4) add in en::Customer::StateUpdate (form the OTRS web frontend) the param: “<OTRS_NOTE_BODY>” (without “)

Link al file Article.pm modificato: http://www.megaupload.com/?d=YUXEHZL0