Upgrade 3.0.11 to 3.3.5 failing (Ubuntu 12.04 => 14.04)

[hkais]

Hello all together,

I am facing the issue that the upgrade is failing.
Sadly enough I am using OTRS since Ubuntu 6.04 and no upgrade was working out of the box. Mostly because the database schema seems to be different on old versions like the new versions are expecting. (we do not change any db schema)

So now I am facing a different issue and I do not know how to fix it.

Code: Select all

DatabaseUser: otrs

Connected.
applying upgrade script for 3.0.11+dfsg1-1 -> 3.2.1.

Migration started...

Step 1 of 10: Refresh configuration cache... 
If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry!
Subroutine Load redefined at /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm line 7.
done.

Step 2 of 10: Check framework version... done.

Step 3 of 10: Cleanup UserPreferences... done.

Step 4 of 10: Updating toolbar configuration... done.

ERROR: OTRS-DBUpdate-to-3.2-10 Perl: 5.18.2 OS: linux Time: Sat Apr 16 08:40:59 2016

 Message: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm: Permission denied

 Traceback (11576): 
   Module: Kernel::System::SysConfig::ConfigItemUpdate (OTRS 3.3.5) Line: 430
   Module: main::_MigrateAgentTicketZoomWindowConfiguration (unknown version) Line: 320
   Module: ./scripts/DBUpdate-to-3.2.pl (unknown version) Line: 97

Step 5 of 10: Updating AgentTicketZoom window configuration... Could not migrate the config values on AgentTicketZoom window!
Died at ./scripts/DBUpdate-to-3.2.pl line 97.
error encountered processing /usr/share/dbconfig-common/scripts/otrs2/upgrade/mysql/3.2.1:
/usr/share/dbconfig-common/scripts/otrs2/upgrade/mysql/3.2.1 exited with non-zero status

Is anyone around who can help me?

[jojo]

well, the error should be clear:

Message: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm: Permission denied

you can contact the xxx for buying support...

[RStraub]

As what user are you executing the script?

What are the file permissions on the mentioned file ?

[jojo]

also, the error message shows that you are using the debian/ubuntu packages. You should consider using the official packages instead. If the upgrade on the debian/ubunutu packages fails, you should contact the package mantainer.

[hkais]

As what user are you executing the script?

What are the file permissions on the mentioned file ?

Hi RStraub, big thx for your quick reply.
I am running do-release-upgrade on ubuntu. This can only be executed as root.

Code: Select all

ls -l /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm
lrwxrwxrwx 1 root root 31 Nov 14  2011 /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm -> /var/lib/otrs/Config/ZZZAuto.pm
ls -l /var/lib/otrs/Config/ZZZAuto.pm
-rw-rw-r-- 1 www-data root 4420 Apr 15 17:06 /var/lib/otrs/Config/ZZZAuto.pm

ls -l /var/lib/otrs/
total 256
-rw-r--r-- 1 root root     186289 Okt 11  2011 ARCHIVE
drwxrwsr-x 2 otrs www-data   4096 Nov  6  2007 article
drwxrwxr-x 2 root www-data   4096 Apr  7  2014 Config

ls -l /usr/share/otrs/Kernel/
total 68
drwxr-xr-x  3 root root  4096 Aug  5  2015 Config
lrwxrwxrwx  1 root root    26 Nov 14  2011 Config.pm -> /etc/otrs/Kernel/Config.pm

ls -l /usr/share/otrs/Kernel/Config
total 112
-rw-r--r-- 1 root root 91079 Okt 11  2011 Defaults.pm
drwxr-xr-x 2 root root  4096 Aug  5  2015 Files

ls -l /usr/share/otrs/Kernel/Config/Files/
total 772
-rw-r--r-- 1 root root 279444 Nov 14  2011 Framework.xml
-rw-r--r-- 1 root root 497385 Okt 11  2011 Ticket.xml
lrwxrwxrwx 1 root root     32 Nov 14  2011 ZZZAAuto.pm -> /var/lib/otrs/Config/ZZZAAuto.pm
lrwxrwxrwx 1 root root     31 Nov 14  2011 ZZZAuto.pm -> /var/lib/otrs/Config/ZZZAuto.pm

hope this helps

[hkais]

no ideas?

[RStraub]

Yup allright, the script itself can only be run as otrs user, see here:
https://github.com/OTRS/otrs/blob/rel-3 ... 3.3.pl#L66

Thus, when your files are set to root:root, the script has no write permissions. Simple as that.

Fix your permissions (there's even a script for it) and try again.

[jojo]

also as said, the debian7Ubuntu package might be broken. You should contact the maintainer and/orr switch to the official packages of the xxx which you can download via http://www.otrs.com

[hkais]

also as said, the debian7Ubuntu package might be broken. You should contact the maintainer and/orr switch to the official packages of the xxx which you can download via http://www.otrs.com

Do you have a suggestion how to switch to the official package?
What distributions are officially supported?

[hkais]

retrying...
E.g. is centOS still officially supported?
How to migrate to a different distribution and what is the prefered distribution for OTRS?

[wurzel]

Hi

CentOS is a possible Linux for OTRS. It is supported if the Requirements
http://otrs.github.io/doc/manual/admin/ ... quirements

are OK.


There is no best Linux for OTRS.


One advantage of an Linux Ubunt is, that all perl packages are easy to install with standard repository. For CentOS or others you might use third party repositories.

Flo

[hkais]

I switched away from Ubuntu and went to centOS.
Upgrades of OTRS work like a charm now. Under Ubuntu I always had bigger troubles on Upgrades.