500 Error after upgrading to Znuny 7.0.15

[mcmib]

Hi Bros,

I am a newbie. Few days ago, we updated our system from 6.5 to Znuny 7.0.15.
We would like to stay with /opt/otrs.
We can access the login page, even though the URL is changed to http://xxx.xxx/Znuny/index.pl
But after logging, we got 500 error.

May I ask where should I start troubleshooting?
Thanks!

[root]

Hi,

Well, an internal server error should leave a trace in the error_log of the web server.

- Roy

[mcmib]

checked the apache log showing:
Message: Can't locate Kernel/Modules/AgentPreMasterSlave.pm in @INC (you may need to install the Kernel::Modules::AgentPreMasterSlave module) (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local
/lib/x86_64-linux-gnu/perl/5.34.0 /usr/local/share/perl/5.34.0 /usr/lib/x86_64-linux-gnu/perl5/5.34 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.34 /usr/share/perl/5.34 /usr/local/lib/site_perl /etc/apache2) at /opt/otrs/Kernel/
System/Main.pm line 86.

RequestURI: /znuny/index.pl?

Traceback (8788):
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 39
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

ERROR: Znuny-CGI-22 Perl: 5.34.0 OS: linux Time: Wed Feb 14 18:41:04 2024

Message: Can't locate Kernel/Modules/ZnunyCISearch.pm in @INC (you may need to install the Kernel::Modules::ZnunyCISearch module) (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-
linux-gnu/perl/5.34.0 /usr/local/share/perl/5.34.0 /usr/lib/x86_64-linux-gnu/perl5/5.34 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.34 /usr/share/perl/5.34 /usr/local/lib/site_perl /etc/apache2) at /opt/otrs/Kernel/System/Main.
pm line 86.

RequestURI: /znuny/index.pl?

Traceback (8788):
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 39
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

ERROR: Znuny-CGI-22 Perl: 5.34.0 OS: linux Time: Wed Feb 14 18:41:04 2024

Message: Can't locate Kernel/System/Stats/Dynamic/ITSMChangeManagement.pm in @INC

[root]

Hi,

The add-ons you have installed in the 6.5 are not properly upgraded. Try this with the application user:

bin/znuny.Console.pl Admin::Package::UpgradeAll

Then restart the web server and try again.

- Roy

[mcmib]

Thank you so much!
I will try it.

[mcmib]

Hello Roy,

I tried the following command as a root user:
su - otrs
bin/znuny.Console.pl Admin::Package::UpgradeAll

but it prompts to input the password of the user "otrs"

As far as I know, we didn't create the user"orts", I tried blank and otrs, but they are not correct.
I would appreciate it if you could give me some insight on this.

Hi,

The add-ons you have installed in the 6.5 are not properly upgraded. Try this with the application user:

bin/znuny.Console.pl Admin::Package::UpgradeAll

Then restart the web server and try again.

- Roy

[mcmib]

Just to record my step, the command is
sudo su - otrs

[mcmib]

Hello Roy,

Thanks again for your assistance.

I tried to run the command, however, I got the following error message：

The following packages could not be found in the online repositories...
GeneralCatalog
ITSMChangeManagement
ITSMConfigurationManagement
ITSMCore
ITSMIncidentProblemManagement
ITSMServiceLevelManagement
ImportExport
Znuny-CISearch
Znuny-DashboardWidgetSearchProfile

Fail.

The following is the output after running the command:

otrs@otrs:/opt/znuny-7.0.15/bin$ perl znuny.Console.pl Admin::Package::UpgradeAll
Fetching online repositories...
Freebie Features... Done
Znuny Open Source Add-ons... Done
Znuny::ITSM... Done

Upgrading installed packages...
ERROR: Znuny-znuny.Console.pl-Admin::Package::UpgradeAll-22 Perl: 5.34.0 OS: linux Time: Thu Feb 15 17:18:43 2024

Message: Sorry, can't install package, because package CloneDB v6.5.1 newer than required v6.4.2!

Traceback (12144):
Module: Kernel::System::Package::_MergedPackages Line: 4416
Module: Kernel::System::Package::PackageUpgrade Line: 848
Module: Kernel::System::Package::PackageUpgradeAll Line: 3072
Module: (eval) Line: 109
Module: Kernel::System::Console::Command::Admin::Package::UpgradeAll::Run Line: 101
Module: (eval) Line: 461
Module: Kernel::System::Console::BaseCommand::Execute Line: 455
Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
Module: znuny.Console.pl Line: 37

The following packages were already up-to-date...
FAQ
Survey
SystemMonitoring
Znuny-AutoSelect
Znuny-PrimarySecondary
Znuny-QuickClose
The following packages could not be upgraded...
CloneDB
The following packages could not be found in the online repositories...
GeneralCatalog
ITSMChangeManagement
ITSMConfigurationManagement
ITSMCore
ITSMIncidentProblemManagement
ITSMServiceLevelManagement
ImportExport
Znuny-CISearch
Znuny-DashboardWidgetSearchProfile

Fail.

Hi,

The add-ons you have installed in the 6.5 are not properly upgraded. Try this with the application user:

bin/znuny.Console.pl Admin::Package::UpgradeAll

Then restart the web server and try again.

- Roy

[root]

Hi,

ok, let's clean up a little bit. CloneDB is not required anymore, just uninstall it:

sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Uninstall CloneDB'

The ITSM package can't be upgraded because the repository probably points to the 6x add-ons and not 7. Fix it with these commands:

sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... ralCatalog'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... /:ITSMCore'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::UpgradeAll'

The upgrade of ITSMCore should fix the RepositoryList and UpgradeAll should work. If not continue with the other ITSM* packages.

CISearch will be available within the next few days for Znuny 7, the same for DashboardWidgetSearchProfile.

- Roy

[mcmib]

Hi Roy,

Thanks again for your help.
Unfortunately, after running the following commands,

sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... ralCatalog'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... /:ITSMCore'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... Management'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... Management'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... Management'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... portExport'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... Management'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::UpgradeAll'


I still get the same error message:
otrs@otrs:~$ bin/znuny.Console.pl Admin::Package::UpgradeAll
Fetching online repositories...
Freebie Features... Done
Znuny Open Source Add-ons... Done
Znuny::ITSM... Done

Upgrading installed packages...
The following packages were already up-to-date...
FAQ
Survey
SystemMonitoring
Znuny-AutoSelect
Znuny-PrimarySecondary
Znuny-QuickClose
The following packages could not be found in the online repositories...
GeneralCatalog
ITSMChangeManagement
ITSMConfigurationManagement
ITSMCore
ITSMIncidentProblemManagement
ITSMServiceLevelManagement
ImportExport
Znuny-CISearch
Znuny-DashboardWidgetSearchProfile

Fail.

Apache also reported the same error as before:
ERROR: Znuny-CGI-22 Perl: 5.34.0 OS: linux Time: Thu Feb 15 18:45:59 2024

Message: Can't locate Kernel/System/Stats/Dynamic/ITSMConfigItem.pm in @INC (you may need to install the Kernel::System::Stats::Dynamic::ITSMConfigItem module) (@INC contains: /usr/ Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Cu
stom /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/5.34.0 /usr/local/share/perl/5.34.0 /usr/lib/x86_64-linux-gnu/perl5/5.34 /usr/s
hare/perl5 /usr/lib/x86_64-linux-gnu/perl/5.34 /usr/share/perl/5.34 /usr/local/lib/site_perl /etc/apache2) at /opt/otrs/Kernel/System/Main. pm line 86.

[skullz]

You are missing the version number and .opm extension there.

Code: Select all

su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/itsm/packages7/:GeneralCatalog-7.0.1.opm

[root]

You are missing the version number and .opm extension there.

Code: Select all

su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/itsm/packages7/:GeneralCatalog-7.0.1.opm

@Skullz: You're wrong. When the version number is missing, the package manager determines the latest version for this addon that matches the framework version.
TLDR: with a proper configured add-ons repository (server side) no version number are required, just the name of the add-on

- Roy

[mcmib]

Hello Roy,

May I ask the time to release CISearch and DashboardWidgetSearchProfile?
As I got an error message:

ERROR: Znuny-CGI-22 Perl: 5.34.0 OS: linux Time: Sun Feb 25 14:17:07 2024

Message: Can't locate Kernel/Modules/ZnunyCISearch.pm in @INC (you may need to install the Kernel::Modules::ZnunyCISearch module) (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-
linux-gnu/perl/5.34.0 /usr/local/share/perl/5.34.0 /usr/lib/x86_64-linux-gnu/perl5/5.34 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.34 /usr/share/perl/5.34 /usr/local/lib/site_perl /etc/apache2) at /opt/otrs/Kernel/System/Main.
pm line 86.


RemoteAddress: 172.17.198.234
RequestURI: /znuny/index.pl?Action=AdminPackageManager

Traceback (38498):
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 39
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

ERROR: Znuny-CGI-22 Perl: 5.34.0 OS: linux Time: Sun Feb 25 14:17:09 2024

Message: Znuny-CISearch-6.5.1: No such file: /opt/otrs/Kernel/Config/Files/XML/ZnunyCISearch.xml!

Thank you!

Hi,

ok, let's clean up a little bit. CloneDB is not required anymore, just uninstall it:

sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Uninstall CloneDB'

The ITSM package can't be upgraded because the repository probably points to the 6x add-ons and not 7. Fix it with these commands:

sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... ralCatalog'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::Upgrade https://download.znuny.org/releases/its ... /:ITSMCore'
sudo su - otrs -c 'bin/znuny.Console.pl Admin::Package::UpgradeAll'

The upgrade of ITSMCore should fix the RepositoryList and UpgradeAll should work. If not continue with the other ITSM* packages.

CISearch will be available within the next few days for Znuny 7, the same for DashboardWidgetSearchProfile.

- Roy