[otrs] URGENT: problem after upgrade from 4.x to 5.x
Alex
Hi Guys,
Performed an upgrade of OTRS from ver 4 to 5 using the manual method (source tarballs).
No errors or warnings encountered at all during the upgrade steps.
I can log into the system fine, however when I go to look at any queue:
Backend ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Tue Oct 27 10:31:12 2015 Message: Module Kernel/Output/HTML/TicketMenuLock.pm not in @INC (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.20.2 /usr/local/share/perl/5.20.2 /usr/lib/x86_64-linux-gnu/perl5/5.20 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.20 /usr/share/perl/5.20 /usr/local/lib/site_perl . /etc/apache2) RemoteAddress: 59.167.252.230 RequestURI: /index.pl?Action=AgentTicketQueue;OTRSAgentInterface=5MIZsAktlkLiEYG5yEiRY2dL3f2tBq38 Traceback (11715): Module: Kernel::Output::HTML::TicketOverview::Small::Run Line: 498 Module: Kernel::Output::HTML::Layout::Ticket::TicketListShow Line: 1121 Module: Kernel::Modules::AgentTicketQueue::Run Line: 462 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32
In version 4.x there was indeed a file at /opt/otrs/Kernel/Output/HTML/TicketMenuLock.pm
In version 5, the contents of the Kernel/Output/HTML folder are very different.
The only references I can find to TicketMenuLock is in /opt/otrs/Config/Files/ZZZAuto.pm
Grep reveals:
Config/Files/ZZZAuto.pm:131: 'Module' => 'Kernel::Output::HTML::TicketMenuLock',
Config/Files/ZZZAuto.pm:209: 'Module' => 'Kernel::Output::HTML::TicketMenuLock',
Whats the deal with this? Is it something that is no longer used? That I need to remove?
What do I need to do to fix this?
Cheers,
Alex.
Renee B
> 'Module' => 'Kernel::Output::HTML::TicketMenuLock',
'Module' => 'Kernel::Output::HTML::TicketMenu::Lock',
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OTRS AddOn repository: http://opar.perl-services.de
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Alex
Thank you for your email. Is there any reason why the class::method path was
not updated during the upgrade? A whole heap of the settings that referenced
Kernel::Output::HTML::Ticket in that file were suddenly wrong. Eventually I
came to the same conclusion you did and adjusted a number of them. Just
surprised it was not handled by part of the upgrade.
Another example:
Backend ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Tue Oct 27 11:42:53
2015 Message: Module Kernel/Output/HTML/TicketMenuGeneric.pm
Needed another change:
Old: Kernel::Output::HTML::TicketMenuGeneric
new: Kernel::Output::HTML::TicketMenu::Generic
And so on..
Cheers,
Alex
On Tue, 27 Oct 2015 06:45:16 AM Renee B wrote:
> Am 27.10.2015 um 01:04 schrieb Alex:
> > 'Module' => 'Kernel::Output::HTML::TicketMenuLock',
>
> This should be
>
> 'Module' => 'Kernel::Output::HTML::TicketMenu::Lock',
Renee B
SysConfig. OTRS can't update this file as OTRS can't know what and why
you changed something. It could be that you installed an addon that
ships its own TicketMenuLock and if OTRS would change this setting in
ZZZAuto it would break the addon...
Perl / OTRS development: http://perl-services.de
OTRS AddOn repository: http://opar.perl-services.de
Alex
We'll never know I guess. Its a stock install of OTRS with no extra plugins,
always has been that way.. But it wasnt just TicketMenuLock as you can see..
Kernel::Output::HTML::TicketMenuGeneric was another. Theres obviously been
some major changes introduced in version 5 in that area.
Hopefully this post helps someone else who gets caught out by this surprise.
Cheers