OTRS 5->6 upgrade error

Moderator: crythias

Post Reply
fsidoli
Znuny newbie
Posts: 24
Joined: 24 Nov 2011, 12:01
Znuny Version: 5.0.20
Real Name: Fabrizio Sidoli

OTRS 5->6 upgrade error

Post by fsidoli »

Dear All,

I am trying to upgrade from OTRS 5 to 6 on a RHEL 7 box and have hit an error when trying to install the RPM.

ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-58 Perl:

Below are the steps taken to upgrade so far and an output of the error produced by the rpm installation. Help much appreciated at this point.

Thanks,
Fab

# systemctl stop crond
# systemctl stop postfix
# systemctl stop httpd
# su -c "/opt/otrs/bin/Cron.sh stop" otrs
/opt/otrs/bin/Cron.sh: line 44: cd: /root: Permission denied
Cron.sh - start/stop OTRS cronjobs
Copyright (C) 2001-2017 xxx, http://otrs.com/
done
# su -c "/opt/otrs/bin/otrs.Daemon.pl stop" otrs
otrs.Daemon.pl - the OTRS daemon
Copyright (C) 2001-2017 xxx, http://otrs.com/

Daemon stopped
# sh scripts/backups-otrs.sh
Backup /scratch/OTRS/backups//2018-04-10_10-33/Config.tar.gz ... done
Backup /scratch/OTRS/backups//2018-04-10_10-33/Application.tar.gz ... done
Dump MySQL data to /scratch/OTRS/backups//2018-04-10_10-33/DatabaseBackup.sql ... done
Compress SQL-file... done
# tar -cvzf /scratch/OTRS/backups/otrs-v5.tgz /opt/otrs

# yum localinstall /scratch/OTRS/rpms/otrs-6.0.6-01.noarch.rpm
Loaded plugins: product-id, rhnplugin, search-disabled-repos, subscription-manager
This system is receiving updates from RHN Classic or Red Hat Satellite.
Examining /scratch/OTRS/rpms/otrs-6.0.6-01.noarch.rpm: otrs-6.0.6-01.noarch
Marking /scratch/OTRS/rpms/otrs-6.0.6-01.noarch.rpm to be installed
Resolving Dependencies
--> Running transaction check
---> Package otrs.noarch 0:6.0.6-01 will be installed
--> Finished Dependency Resolution

Dependencies Resolved

==============================================================================================================================================================================================================================================
Package Arch Version Repository Size
==============================================================================================================================================================================================================================================
Installing:
otrs noarch 6.0.6-01 /otrs-6.0.6-01.noarch 151 M

Transaction Summary
==============================================================================================================================================================================================================================================
Install 1 Package

Total size: 151 M
Installed size: 151 M
Is this ok [y/d/N]: y
Downloading packages:
Running transaction check
Running transaction test
Transaction test succeeded
Running transaction
Check OTRS user ... otrs exists.
usermod: no changes
Installing : otrs-6.0.6-01.noarch 1/1
warning: /opt/otrs/.fetchmailrc created as /opt/otrs/.fetchmailrc.rpmnew
warning: /opt/otrs/.mailfilter created as /opt/otrs/.mailfilter.rpmnew
warning: /opt/otrs/.procmailrc created as /opt/otrs/.procmailrc.rpmnew
warning: /opt/otrs/Kernel/Config.pm created as /opt/otrs/Kernel/Config.pm.rpmnew
[Tue Apr 10 11:09:24 2018] otrs.Console.pl: DBD::mysql::st execute failed: Table 'otrs.sysconfig_deployment_lock' doesn't exist at /opt/otrs/Kernel/System/DB.pm line 694.

>> Can't write /var/log/otrs.log: Permission denied <<

ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-58 Perl: 5.16.3 OS: linux Time: Tue Apr 10 11:09:24 2018

Message: Table 'otrs.sysconfig_deployment_lock' doesn't exist, SQL: '
SELECT id, exclusive_lock_guid, exclusive_lock_user_id, exclusive_lock_expiry_time
FROM sysconfig_deployment_lock
ORDER BY exclusive_lock_expiry_time DESC LIMIT 1'

Traceback (4667):
Module: Kernel::System::SysConfig::DB::_DeploymentLockGet Line: 5183
Module: Kernel::System::SysConfig::DB::DeploymentIsLocked Line: 4905
Module: Kernel::System::SysConfig::DB::DefaultSettingLock Line: 1591
Module: Kernel::System::SysConfig::ConfigurationXML2DB Line: 2581
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 51
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: /opt/otrs/bin/otrs.Console.pl Line: 38

[Tue Apr 10 11:09:24 2018] otrs.Console.pl: DBD::mysql::db do failed: Table 'otrs.sysconfig_default' doesn't exist at /opt/otrs/Kernel/System/DB.pm line 470.

>> Can't write /var/log/otrs.log: Permission denied <<

ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-58 Perl: 5.16.3 OS: linux Time: Tue Apr 10 11:09:24 2018

Message: Table 'otrs.sysconfig_default' doesn't exist, SQL: '
UPDATE sysconfig_default
SET
exclusive_lock_guid = ?,
exclusive_lock_user_id = ?,
exclusive_lock_expiry_time = ?
'

Traceback (4667):
Module: Kernel::System::SysConfig::DB::DefaultSettingLock Line: 1676
Module: Kernel::System::SysConfig::ConfigurationXML2DB Line: 2581
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 51
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: /opt/otrs/bin/otrs.Console.pl Line: 38


>> Can't write /var/log/otrs.log: Permission denied <<

ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-58 Perl: 5.16.3 OS: linux Time: Tue Apr 10 11:09:24 2018

Message: System was unable to lock Default Settings

Traceback (4667):
Module: Kernel::System::SysConfig::ConfigurationXML2DB Line: 2586
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 51
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: /opt/otrs/bin/otrs.Console.pl Line: 38

Error: There was a problem writing XML to DB.
Rebuilding the system configuration...
Deleting cache...
Done.

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://asgard.lcn.ucl.ac.uk/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

Verifying : otrs-6.0.6-01.noarch 1/1

Installed:
otrs.noarch 0:6.0.6-01

Complete!
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: OTRS 5->6 upgrade error

Post by fcasal »

it seems a problem with the database. Check the permissions of the user over the db.
rrbs
Znuny newbie
Posts: 58
Joined: 03 Feb 2016, 13:11
Znuny Version: otrs6/5/4/3/2
Company: it-service-stephan
Contact:

Re: OTRS 5->6 upgrade error

Post by rrbs »

Check permissions /user/dbuser
Customizing OFORK, OTRS, KIX,
Modulentwicklung
Support für OTRS, OFORK, KIX4OTRS, KIX, alle Versionen
------------------------------------------------------------------------------------
Windowsinstallation für KIX möglich. Wird auch von uns supported.

https://it-service-stephan.de | https://itcis.de
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: OTRS 5->6 upgrade error

Post by root »

Hi,

Did you run (as otrs user) the script DBUpdate-to-6.pl? The mentioned tables does not exist with OTRS 5 and will be created during the migration to 6. Just updating to the new rpm does do the job.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
fsidoli
Znuny newbie
Posts: 24
Joined: 24 Nov 2011, 12:01
Znuny Version: 5.0.20
Real Name: Fabrizio Sidoli

Re: OTRS 5->6 upgrade error

Post by fsidoli »

Hi,

I did not run the DBUpdate-to-6.pl because the installation of the rpm errored. The install instructions are to install the rpm then do the DB upgrade.

Indeed, the DBUpdate-to-6.pl is only available once the rpm is installed.

How should one proceed?

Thanks,
Fab
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: OTRS 5->6 upgrade error

Post by root »

Hi,

Install the rpm and run the script.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
fsidoli
Znuny newbie
Posts: 24
Joined: 24 Nov 2011, 12:01
Znuny Version: 5.0.20
Real Name: Fabrizio Sidoli

Re: OTRS 5->6 upgrade error

Post by fsidoli »

I now get the following error

# su -c "/opt/otrs/scripts/DBUpdate-to-6.pl" otrs

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 ...

Error: The setting character_set_database needs to be 'utf8'.



Not possible to complete migration, check previous messages for more information.


I can see that I have this set to latin1 but am not sure how to convert to utf8. Any advice on how to do this?


MariaDB [(none)]> show session variables like 'char%'
-> ;
+--------------------------+----------------------------+
| Variable_name | Value |
+--------------------------+----------------------------+
| character_set_client | utf8 |
| character_set_connection | utf8 |
| character_set_database | latin1 |
| character_set_filesystem | binary |
| character_set_results | utf8 |
| character_set_server | latin1 |
| character_set_system | utf8 |
| character_sets_dir | /usr/share/mysql/charsets/ |
+--------------------------+----------------------------+
8 rows in set (0.00 sec)

MariaDB [(none)]> SELECT default_character_set_name FROM information_schema.SCHEMATA
-> WHERE schema_name = "otrs";
+----------------------------+
| default_character_set_name |
+----------------------------+
| latin1 |
+----------------------------+
1 row in set (0.00 sec)
fsidoli
Znuny newbie
Posts: 24
Joined: 24 Nov 2011, 12:01
Znuny Version: 5.0.20
Real Name: Fabrizio Sidoli

Re: OTRS 5->6 upgrade error

Post by fsidoli »

Hi,

I've sorted out the utf8 issue but have encountered more errors.

I really thing the upgrade path from 5->6 should be smoother than this....


[root@asgard ~]# su -c "/opt/otrs/scripts/DBUpdate-to-6.pl" otrs

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 ...
Error: Your storage engine is InnoDB.
These tables use a different storage engine:

acl
acl_sync
article
article_attachment
article_flag
article_plain
article_search
article_sender_type
article_type
auto_response
auto_response_type
change_cab
change_cip_allocate
change_condition
change_history
change_history_type
change_item
change_notification
change_notification_grps
change_notification_message
change_notification_rec
change_state_machine
change_template
change_template_type
change_workorder
cip_allocate
cloud_service_config
condition_action
condition_attribute
condition_expression
condition_object
condition_operator
configitem
configitem_counter
configitem_definition
configitem_history
configitem_history_type
configitem_version
customer_company
customer_preferences
customer_user
dynamic_field
dynamic_field_value
follow_up_possible
general_catalog
general_catalog_preferences
generic_agent_jobs
gi_debugger_entry
gi_debugger_entry_content
gi_object_lock_state
gi_webservice_config
gi_webservice_config_history
group_customer_user
group_role
group_user
groups
imexport_format
imexport_mapping
imexport_mapping_format
imexport_mapping_object
imexport_object
imexport_search
imexport_template
link_object
link_relation
link_state
link_type
mail_account
notification_event
notification_event_item
notification_event_message
package_repository
personal_queues
personal_services
pm_activity
pm_activity_dialog
pm_entity_sync
pm_process
pm_transition
pm_transition_action
postmaster_filter
process_id
queue
queue_auto_response
queue_preferences
queue_standard_template
role_user
roles
salutation
scheduler_future_task
scheduler_recurrent_task
scheduler_task
search_profile
service
service_customer_user
service_preferences
service_sla
sessions
signature
sla
sla_preferences
smime_signer_cert_relations
standard_attachment
standard_template
standard_template_attachment
system_address
system_data
system_maintenance
ticket
ticket_flag
ticket_history
ticket_history_type
ticket_index
ticket_lock_index
ticket_lock_type
ticket_loop_protection
ticket_priority
ticket_state
ticket_state_type
ticket_type
ticket_watcher
time_accounting
user_preferences
users
valid
virtual_fs
virtual_fs_db
virtual_fs_preferences
web_upload_cache
xml_storage

*** Please correct these problems! ***

Requirement check for: Migrating time zone configuration ...


The currently configured time offset is 1 hours, these are the suggestions for a corresponding OTRS time zone:

Africa/Algiers
Africa/Bangui
Africa/Brazzaville
Africa/Casablanca
Africa/Douala
Africa/El_Aaiun
Africa/Kinshasa
Africa/Lagos
Africa/Libreville
Africa/Luanda
Africa/Malabo
Africa/Ndjamena
Africa/Niamey
Africa/Porto-Novo
Africa/Tunis
Africa/Windhoek
Atlantic/Canary
Atlantic/Faroe
Atlantic/Madeira
Europe/Dublin
Europe/Lisbon
Europe/London
WET


It seems that Europe/London should be the correct time zone to set for your OTRS.

Enter the time zone to use for OTRSTimeZone (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for UserDefaultTimeZone (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar1 (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar2 (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar3 (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar4 (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar5 (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar6 (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar7 (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar8 (leave empty to show a list of all available time zones): Europe/London

Enter the time zone to use for TimeZone::Calendar9 (leave empty to show a list of all available time zones): Europe/London

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 39: Check framework version ...
Step 2 of 39: Check required Perl version ...
Step 3 of 39: Check required database version ...
Step 4 of 39: Check database charset ...
Step 5 of 39: Check required Perl modules ...
Step 6 of 39: Check if database has been backed up ...
Step 7 of 39: Upgrade database structure ...
[Thu Apr 26 10:39:56 2018] DBUpdate-to-6.pl: DBD::mysql::db do failed: Can't create table 'otrs.#sql-556_21273' (errno: 150) at /opt/otrs/Kernel/System/DB.pm line 470.

>> Can't write /var/log/otrs.log: Permission denied <<

ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-58 Perl: 5.16.3 OS: linux Time: Thu Apr 26 10:39:56 2018

Message: Can't create table 'otrs.#sql-556_21273' (errno: 150), SQL: 'EXECUTE FKStatement'

Traceback (31175):
Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 363
Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 311
Module: scripts::DBUpdateTo6::UpgradeDatabaseStructure::NewSysconfigTables::Run Line: 208
Module: scripts::DBUpdateTo6::UpgradeDatabaseStructure::Run Line: 134
Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157
Module: scripts::DBUpdateTo6::Run Line: 69
Module: /opt/otrs/scripts/DBUpdate-to-6.pl Line: 89



>> Can't write /var/log/otrs.log: Permission denied <<

ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-58 Perl: 5.16.3 OS: linux Time: Thu Apr 26 10:39:56 2018

Message: Error during execution of 'EXECUTE FKStatement'!

Traceback (31175):
Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBString Line: 366
Module: scripts::DBUpdateTo6::Base::ExecuteXMLDBArray Line: 311
Module: scripts::DBUpdateTo6::UpgradeDatabaseStructure::NewSysconfigTables::Run Line: 208
Module: scripts::DBUpdateTo6::UpgradeDatabaseStructure::Run Line: 134
Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157
Module: scripts::DBUpdateTo6::Run Line: 69
Module: /opt/otrs/scripts/DBUpdate-to-6.pl Line: 89




Not possible to complete migration, check previous messages for more information.

[root@asgard ~]#
reneeb
Znuny guru
Posts: 5018
Joined: 13 Mar 2011, 09:54
Znuny Version: 6.0.x
Real Name: Renée Bäcker
Company: Perl-Services.de
Contact:

Re: OTRS 5->6 upgrade error

Post by reneeb »

Run the script as otrs user...
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
fsidoli
Znuny newbie
Posts: 24
Joined: 24 Nov 2011, 12:01
Znuny Version: 5.0.20
Real Name: Fabrizio Sidoli

Re: OTRS 5->6 upgrade error

Post by fsidoli »

I did.

su -c "/opt/otrs/scripts/DBUpdate-to-6.pl" otrs
fsidoli
Znuny newbie
Posts: 24
Joined: 24 Nov 2011, 12:01
Znuny Version: 5.0.20
Real Name: Fabrizio Sidoli

Re: OTRS 5->6 upgrade error

Post by fsidoli »

It looks as though those tables are using MyISAM so I guess I need to know if it is safe to convert them.
fsidoli
Znuny newbie
Posts: 24
Joined: 24 Nov 2011, 12:01
Znuny Version: 5.0.20
Real Name: Fabrizio Sidoli

Re: OTRS 5->6 upgrade error

Post by fsidoli »

I managed to convert the engine used by the table using the command below

# su -c "/opt/otrs/bin/otrs.Console.pl Maint::Database::MySQL::InnoDBMigration --force" otrs

and the upgrade of the DB succeeded successfully.

When doing the package upgrade I get the following:
# su -c "/opt/otrs/bin/otrs.Console.pl Admin::Package::UpgradeAll" otrs
Fetching on-line repositories...

>> Can't write /var/log/otrs.log: Permission denied <<

ERROR: OTRS-otrs.Console.pl-Admin::Package::UpgradeAll-58 Perl: 5.16.3 OS: linux Time: Thu Apr 26 14:22:04 2018

Message: No packages for your framework version found in this repository, it only contains packages for other framework versions.

Traceback (3387):
Module: Kernel::System::Package::PackageOnlineList Line: 1543
Module: Kernel::System::Console::Command::Admin::Package::UpgradeAll::Run Line: 100
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: /opt/otrs/bin/otrs.Console.pl Line: 38

ITSM Bundle 5... Done
OTRS Free Features... Done

Upgrading installed packages...

>> Can't write /var/log/otrs.log: Permission denied <<

ERROR: OTRS-otrs.Console.pl-Admin::Package::UpgradeAll-58 Perl: 5.16.3 OS: linux Time: Thu Apr 26 14:22:06 2018

Message: No packages for your framework version found in this repository, it only contains packages for other framework versions.

Traceback (3387):
Module: Kernel::System::Package::PackageOnlineList Line: 1543
Module: Kernel::System::Package::_PackageOnlineListGet Line: 5174
Module: Kernel::System::Package::PackageUpgradeAll Line: 3137
Module: (eval) Line: 131
Module: Kernel::System::Console::Command::Admin::Package::UpgradeAll::Run Line: 123
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: /opt/otrs/bin/otrs.Console.pl Line: 38

The following packages could not be found in the on-line repositories...
GeneralCatalog
ITSM
ITSMChangeManagement
ITSMConfigurationManagement
ITSMCore
ITSMIncidentProblemManagement
ITSMServiceLevelManagement
ImportExport

Fail.
fsidoli
Znuny newbie
Posts: 24
Joined: 24 Nov 2011, 12:01
Znuny Version: 5.0.20
Real Name: Fabrizio Sidoli

Re: OTRS 5->6 upgrade error

Post by fsidoli »

Hi All,

Does anyone have any advice?

After managing to do the migration I get an error when trying to look at any tickets: "Internal Server Error".

I'm seeing the following errors in /var/log/httpd/ssl_error_log

[:error] [pid 1484] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 46.\n

and don't understand what could be wrong. The offending line in that file is shown below:

41 for my $Needed (
42 qw(ParamObject DBObject TicketObject LayoutObject LogObject QueueObject ConfigObject UserObject SessionObject)
43 )
44 {
45 if ( !$Self->{$Needed} ) {
46 $Self->{LayoutObject}->FatalError( Message => "Got no $Needed!" );
47 }
48 }
pgabelli
Znuny newbie
Posts: 4
Joined: 16 Apr 2018, 17:32
Znuny Version: 6.0.5
Real Name: Pietro Gabelli
Company: IKS

Re: OTRS 5->6 upgrade error

Post by pgabelli »

Hi, I don't know if the meantime you have solved the issues.
In my case when I tried to open a ticket I was presented with the '500 server error page', an Apache Error, that I think is your case.
If you check in /var/log/httpd/error_log, and see something like: '[pid 2849] Can not locate object method "ArticleContentIndex" via package "Kernel :: System :: Ticket "at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 742', you are in the same situation described here: http://otrs.ru/forum/viewtopic.php?f=5&t=4474 (you have to translate it, sorry).

What is happed is that the OTRS v5 files are still there, and the OTRS v6 has still not replaced the old ones, but has been written in the OTRS directory with the extension .custom_backup.

What you should do is (after you stop the services) replace these old files with the new ones, either by search them in the OTRS directory (find ./ -name *.custom_backup), remove the old one and fixing the extension of the new one, or by replacing the content of these folders with a fresh copy of the folder content, extracted from the .tar.gz OTRS installation file. After that, you remove all the files with the extension .custom_backup, rebuild the cache, reassign the permissions on the OTRS files (/opt/otrs/bin/otrs.SetPermissions.pl).

After that you should be at the Step 4 of the Migration Manual https://doc.otrs.com/doc/manual/admin/s ... ating.html . You should be able to complete the migration successfully.

Good luck!
Post Reply