[otrs] Update to OTRS 6

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Andrea Iannucci

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Oct 12, 2017, 7:06:12 AM10/12/17
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Hi everyone,

I am trying to perform an update to OTRS 6 from the latest OTRS 5 stable release but when I try to run the DB Update script I receive this error:

    Step 16 of 33: Add basic appointment notification for reminders ...
[Thu Oct 12 11:42:25 2017] DBUpdate-to-6.pl: DBD::mysql::db do failed: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1 at /home/otrs/domains/support.crazynetwork.it/private_html/Kernel/System/DB.pm line 470.
ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-00 Perl: 5.16.3 OS: linux Time: Thu Oct 12 11:42:25 2017

 Message: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1, SQL: '
                INSERT INTO notification_event_message
                    (notification_id, subject, text, content_type, language)
                VALUES (?, ?, ?, ?, ?)'

 Traceback (16155):
   Module: Kernel::System::NotificationEvent::NotificationAdd Line: 404
   Module: scripts::DBUpdateTo6::AddAppointmentCalendarNotification::Run Line: 162
   Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157
   Module: scripts::DBUpdateTo6::Run Line: 69
   Module: ./DBUpdate-to-6.pl Line: 82


My system specs are:

mysql  Ver 15.1 Distrib 10.2.9-MariaDB, for Linux (x86_64) using readline 5.1
Server version: Apache/2.4.28 (Unix)
nginx version: nginx/1.13.5 (As proxy to Apache)


Does anyone can help me out with this?


Thanks

Best regards

--
Andrea Iannucci
 ----------------------
Managed Service Team Leader - Senior DevOps Engineer
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Andrea Iannucci

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Oct 12, 2017, 10:47:11 AM10/12/17
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Hi everyone,


My system specs are:


Thanks

Best regards
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Diego Chacón

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Oct 12, 2017, 10:49:39 AM10/12/17
to User questions and discussions about OTRS., User questions and discussions about OTRS.
OTRS 6 is not yet a stable version

I assume (hopefully) that you are testing it in a development environment

--
Diego Chacón Rojas

Andrea Iannucci

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Oct 12, 2017, 10:54:46 AM10/12/17
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Hi Diego,


Not really a dev environment but my OTRS istance never went live and I
have backups :)

I managed to pass that bit just now, apparently I had to convert
everything in the DB from utf8 to utf8mk4 and now I am facing a new
stopping error:


    Step 25 of 33: Post changes on article related tables ...
[Thu Oct 12 16:45:01 2017] DBUpdate-to-6.pl: DBD::mysql::db do failed:
Cannot delete or update a parent row: a foreign key constraint fails at

/home/otrs/domains/support.crazynetwork.it/private_html/Kernel/System/DB.pm
line 470.
ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-00 Perl: 5.16.3 OS:

linux Time: Thu Oct 12 16:45:01 2017

 Message: Cannot delete or update a parent row: a foreign key
constraint fails, SQL: 'DROP TABLE IF EXISTS article_type'

 Traceback (9504):
   Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 349
   Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 297
   Module:
scripts::DBUpdateTo6::PostArticleTableStructureChanges::_DropArticleTypeTable
Line: 445
   Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run
Line: 71


   Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157
   Module: scripts::DBUpdateTo6::Run Line: 69
   Module: ./DBUpdate-to-6.pl Line: 82

ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-00 Perl: 5.16.3 OS:

linux Time: Thu Oct 12 16:45:01 2017

 Message: Error during execution of 'DROP TABLE IF EXISTS article_type'!

 Traceback (9504):
   Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 352
   Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 297
   Module:
scripts::DBUpdateTo6::PostArticleTableStructureChanges::_DropArticleTypeTable
Line: 445
   Module: scripts::DBUpdateTo6::PostArticleTableStructureChanges::Run
Line: 71


   Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157
   Module: scripts::DBUpdateTo6::Run Line: 69
   Module: ./DBUpdate-to-6.pl Line: 82


I know is not table, but I wanted to look what's new and still an
"external tester" can always be useful to devs and others, so for the
first bit the issue was the charset, maybe the update script should
manage to change it.

Regarding the latest error I am receiving, I have tryed to disable the
foreign key check but it didn't actually help.


Any idea? :)


On 12/10/2017 15:49, Diego Chacón wrote:
> OTRS 6 is not yet a stable version
>
> I assume (hopefully) that you are testing it in a development environment
>
> --

> /Diego Chacón Rojas/
> /* E-mail: di...@gridshield.net <mailto:di...@gridshield.net>/

Martin Gruner

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Oct 13, 2017, 2:19:47 AM10/13/17
to User questions and discussions about OTRS.
Hello Andrea,

thanks for the early testing feedback. Can I encourage you to raise issues at https://bugs.otrs.org/ for your findings please?

Unfortunately, utf8mb4 is not supported atm, because this reduces the possible length of indexes even more than with utf8. Please see https://bugs.otrs.org/show_bug.cgi?id=12361.

I’m not sure if this is related to the foreign key issue or not. Are there any further tables depending on article_type?

Best regards,

Martin Gruner
Team Lead R&D

OTRS AG
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Andrea Iannucci

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Oct 13, 2017, 5:24:19 AM10/13/17
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Hi Martin,

Ticket raised on OTRS Bug site.

It's actually strange that utf8mb4 is not supported but it's the
"workaround" that fixed the first issue

Regarding your question, how can I check that? I have some modules
installed which can somehow be the cause, basically all the modules
available on otrs website.

My understanding is that those modules are now part of OTRS6, so it may
be something on that "upgrade" process?

Thanks
Best regards

Martin Gruner

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Oct 13, 2017, 8:35:07 AM10/13/17
to User questions and discussions about OTRS.
Hello Andrea,

thanks and let’s continue this at https://bugs.otrs.org/show_bug.cgi?id=13221.

Martin Gruner
Team Lead R&D

OTRS AG
Bahnhofplatz 1a
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel

____________________________________________________

OTRS Business Solution™ 5s – Organisation. Sicherheit. Kommunikation. Struktur. – Flexible Lösungen für Erfolg im Unternehmen
Link: https://www.otrs.com/?lang=de&utm_id=1032


Mehr Infos:
+ Lösungen: https://www.otrs.com/produkte/?lang=de&utm_id=1033
+ Success Stories: https://www.otrs.com/kunden/success-stories/?lang=de&utm_id=1034
+ Trainings: https://www.otrs.com/public-otrs-trainings/?lang=de&utm_id=1035

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