[otrs] Problem upgrading from OTRS 6.0.25 to 6.0.26
Rudolf Bargholz
Hi,
I use the following steps to upgrade each OTRS patch Version on Fedora:
sudo -i
systemctl stop crond.service
systemctl stop httpd.service
Run the following as “otrs” user:
su - otrs
/opt/otrs/bin/Cron.sh stop
/opt/otrs/bin/otrs.Daemon.pl stop
exit
Run the following as “root”:
cd /opt
ls
rm otrsrpm.rpm -f
ls
curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.26-01.noarch.rpm -Lo /opt/otrsrpm.rpm
ls
rpm -Uvh /opt/otrsrpm.rpm
systemctl start httpd.service
systemctl start crond.service
Run the following as “otrs” user:
su - otrs
/opt/otrs/bin/otrs.Daemon.pl start
/opt/otrs/bin/Cron.sh start
After installing the patch, I was no longer able to enter my username and password to log into OTRS. No idea why. Just in case others have the same issue, used the following to revert to the previous version OTRS 6.0.25:
Same steps as above, but with
curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.25-01.noarch.rpm -Lo /opt/otrsrpm.rpm
rpm -Uvh --oldpackage /opt/otrsrpm.rpm
I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS.
Regards
Rudolf Bargholz
Ralf Hildebrandt
> I have tried this a couple of times, going back and forth, and it has worked in each case. Upgrading to patch level 26 results in my no longer being able to log on to OTRS, reverting back to patch level 25 allows me to keep on working in OTRS.
Good. Anything in the logs? (I guess it would log to the same place,
and when you go back to the working / old version, you can look at the
logs).
Ralf Hildebrandt
Charité - Universitätsmedizin Berlin
Geschäftsbereich IT | Abteilung Netzwerk
Campus Benjamin Franklin (CBF)
Haus I | 1. OG | Raum 105
Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155
ralf.hil...@charite.de
https://www.charite.de
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Roy Kaldung
> On Feb 7, 2020, at 12:48 PM, Rudolf Bargholz <Barg...@onlinetravel.ch> wrote:
>
> After installing the patch, I was no longer able to enter my username and password to log into OTRS. No idea why.
Should be related to the updated jQuery version. The directory was renamed from jquery-3.2.1 to jquery-3.4.1.
I’m pretty sure that this is related by not running scripts/DBUpdate-to-6.pl (see manual) because the SysConfig needs to be updated.
Regards,
Roy Kaldung
Jens Bothe
Jens Bothe
Sent from mobile/cell
Rudolf Bargholz
Hi Ralf,
Thanks for your interest.
I see the following recurring error messages in the log:
Fri Feb 7 16:16:28 2020 (Europe/Zurich) error OTRS-CGI-10 Search not executed due to invalid value 'Slave%' on field 'MasterSlave'!
Fri Feb 7 16:16:28 2020 (Europe/Zurich) error OTRS-CGI-10 Backend MasterSlave is invalid!
Re-installed the OTRSMasterSlave package, but this does not seem to have helped. We have not used this package often, so I will try uninstalling this package, and then re-installing it.
Ok, after re-installing the OTRSMasterSlave package the errors seem to have disappeared.
The next step will be to re-install the update and then explicitly run the scripts/DBUpdate-to-6.pl script. I ran this script when updating from version 5 to 6, and with each fix pack that I have installed vor version 6 (lots of them, from version 03 onward) I have never had to do this before within a version number, but it is worth a try.
Regards
Rudolf Bargholz
Rudolf Bargholz
Hi Roy,
Ok, tried out your advice, re-ran the scripts/DBUpdate-to-6.pl, and it seems to have worked. Thank you. This is however the first time I needed to re-run the scripts/DBUpdate-to-6.pl after updating a patch release. After the patch update I needed to update all of the packages, but now there is no longer an error in the System log, and, more importantly, I am able to log on to OTRS again after updating.
Again, thanks to all who were interested and helped.
Regards
Rudolf Bargholz
[rb@olts-otrs ~]$ sudo -i
[sudo] password for rb:
[root@olts-otrs ~]# systemctl stop crond.service
[root@olts-otrs ~]# systemctl stop httpd.service
[root@olts-otrs ~]#
[root@olts-otrs ~]# su - otrs
[otrs@olts-otrs ~]$ /opt/otrs/bin/Cron.sh stop
done
[otrs@olts-otrs ~]$ /opt/otrs/bin/otrs.Daemon.pl stop
Manage the OTRS daemon process.
Daemon stopped
[otrs@olts-otrs ~]$ exit
logout
[root@olts-otrs ~]# cd /opt
[root@olts-otrs opt]# ls
containerd l -L L otrs otrs.sql sublime_text teamviewer trimbody.sql
[root@olts-otrs opt]# rm *.rpm -f
[root@olts-otrs opt]# ls
containerd l -L L otrs otrs.sql sublime_text teamviewer trimbody.sql
[root@olts-otrs opt]# curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.26-01.noarch.rpm -Lo /opt/otrsrpm.rpm
% Total % Received % Xferd Average Speed Time Time Time Current
Dload Upload Total Spent Left Speed
100 275 100 275 0 0 11000 0 --:--:-- --:--:-- --:--:-- 11000
100 24.6M 100 24.6M 0 0 38.4M 0 --:--:-- --:--:-- --:--:-- 38.4M
[root@olts-otrs opt]# rpm -Uvh /opt/otrsrpm.rpm
Verifying... ################################# [100%]
Preparing... ################################# [100%]
Check OTRS user ... otrs exists.
usermod: no changes
usermod: no changes
Updating / installing...
1:otrs-6.0.26-01 warning: /opt/otrs/Kernel/Config.pm created as /opt/otrs/Kernel/Config.pm.rpmnew
################################# [ 50%]
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://olts-otrs/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-6.0.25-01 ################################# [100%]
[root@olts-otrs opt]# su - otrs
[otrs@olts-otrs ~]$ cd /opt/otrs/
[otrs@olts-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 ...
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 44: Check framework version ...
Step 2 of 44: Check required Perl version ...
Step 3 of 44: Check required database version ...
Step 4 of 44: Check database charset ...
Step 5 of 44: Check required Perl modules ...
Step 6 of 44: Check installed CPAN modules for known vulnerabilities ...
Step 7 of 44: Check if database has been backed up ...
Step 8 of 44: Upgrade database structure ...
Step 9 of 44: Migrate configuration ...
Step 10 of 44: Refresh configuration cache after migration of OTRS 5 settings ...
Step 11 of 44: Migrating ticket storage configuration ...
Step 12 of 44: Migrating article search index configuration ...
Step 13 of 44: Migrating ticket zoom customer information widget configuration ...
Step 14 of 44: Drop deprecated table gi_object_lock_state ...
Step 15 of 44: Migrate PossibleNextActions setting ...
Step 16 of 44: Migrate ZoomExpand setting ...
Step 17 of 44: Migrating time zone configuration ...
Step 18 of 44: Migrating modified settings ...
Step 19 of 44: Create appointment calendar tables ...
Step 20 of 44: Create ticket number counter tables ...
Step 21 of 44: Update calendar appointment future tasks ...
Step 22 of 44: Add basic appointment notification for reminders ...
Step 23 of 44: Create Form Draft tables ...
Step 24 of 44: Clean and drop group_user permission_value column ...
Step 25 of 44: Migrate GenericAgent jobs configuration ...
Step 26 of 44: Migrate TicketAppointment rules configuration ...
Step 27 of 44: Migrate Merged Ticket history name values ...
Step 28 of 44: Migrate ticket statistics ...
Step 29 of 44: Migrate ticket notifications ...
Step 30 of 44: Create entries in new article table ...
Step 31 of 44: Post changes on article related tables ...
Step 32 of 44: Migrate ArticleType in ProcessManagement Data ...
Step 33 of 44: Migrate ArticleType in PostMaster filters ...
Step 34 of 44: Migrate chat articles ...
Step 35 of 44: Initialize default cron jobs ...
Step 36 of 44: Migrate web service configuration ...
Step 37 of 44: Migrate package repository configuration ...
Step 38 of 44: Migrate ticket search profiles ...
Step 39 of 44: Uninstall Merged Feature Add-Ons ...
Step 40 of 44: Clean up the cache ...
Step 41 of 44: Refresh configuration cache another time ...
Step 42 of 44: Deploy ACLs ...
Step 43 of 44: Deploy processes ...
Step 44 of 44: Check invalid settings ...
Migration completed!
[otrs@olts-otrs ~]$ exit
logout
[root@olts-otrs opt]# systemctl start httpd.service
[root@olts-otrs opt]# systemctl start crond.service
[root@olts-otrs opt]# su - otrs
[otrs@olts-otrs ~]$ /opt/otrs/bin/otrs.Daemon.pl start
Manage the OTRS daemon process.
Daemon started
[otrs@olts-otrs ~]$ /opt/otrs/bin/Cron.sh start
(using /opt/otrs) done
[otrs@olts-otrs ~]$ No indexing needed! Skipping...
Done.
Processing ticket escalation events ...
Spawning child process to fetch incoming messages from mail accounts...
mail.onlinetravel.ch (POP3)...
Done.
No messages available for sending.
Done.
[otrs@olts-otrs ~]$
Rudolf Bargholz
Hi,
Just in case someone is interested, I updated my script to upgrade an OTRS 6 patch version.
sudo nano /opt/updateotrs6.sh
sudo chmod +x /opt/updateotrs6.sh
sudo ./opt/updateotrs6.sh
updateotrs6.sh:
sudo systemctl stop crond.service
sudo systemctl stop httpd.service
sudo -u otrs -H sh -c "/opt/otrs/bin/Cron.sh stop"
sudo -u otrs -H sh -c "/opt/otrs/bin/otrs.Daemon.pl stop"
sudo -H sh -c "ls /opt"
sudo -H sh -c "rm /opt/otrsrpm.rpm -f"
sudo -H sh -c "ls /opt"
sudo -H sh -c "curl http://ftp.otrs.org/pub/otrs//RPMS/rhel/7/otrs-6.0.26-01.noarch.rpm -Lo /opt/otrsrpm.rpm"
sudo -H sh -c "ls /opt"
sudo -H sh -c "rpm -Uvh /opt/otrsrpm.rpm"
# sudo -u otrs -H sh -c "/opt/otrs/scripts/DBUpdate-to-6.pl"
sudo -u otrs -H sh -c "/opt/otrs/bin/otrs.Console.pl Admin::Package::UpgradeAll"
sudo systemctl start crond.service
sudo systemctl start httpd.service
sudo -u otrs -H sh -c "/opt/otrs/bin/Cron.sh start"
sudo -u otrs -H sh -c "/opt/otrs/bin/otrs.Daemon.pl start"
Regards
Rudolf Bargholz
Roy Kaldung
> On Feb 7, 2020, at 5:56 PM, Rudolf Bargholz <Barg...@onlinetravel.ch> wrote:
>
> sudo -u otrs -H sh -c "/opt/otrs/bin/otrs.Console.pl Admin::Package::UpgradeAll”
>
I would think about this line with upgrading all but at least add
sudo -u otrs -H sh -c "/opt/otrs/bin/otrs.Console.pl Admin::Package::ReinstallAll”
to make sure that existing package are properly installed after upgrading the framework.