Update from 6.0.23 to 6.0.25

[tupson]

Ran a update from 6.0.23 to 6.0.25 and the update messed up the Default.pm and the ZZZAAuto.pm.

I then performed the following:

- yum remove otrs
- yum install 6.0.25
- restored files/database from backup taken just before the upgrade
- restarted services

Services were restored, but the version number at the bottom of the GUI still reflects 6.0.23, however from the command line, it indicates I am running 6.0.25.

I even ran bin/otrs.Console.pl Maint::Config::Rebuild and this did not help.

Thoughts?

[zzz]

Odd way of updating ...

That's most likely the browser cache.

Best regards
Emin

[tupson]

Odd way of updating ...

That's most likely the browser cache.

Best regards
Emin

How so? I did the normal upgrade procedure below; however once you are upgraded, u cannot reinstall; as shown in my original screenshot. So, I had to remove it and reinstall it. After I reinstalled it, it was saying the otrs password (YES) was invalid, so I presumed my config wasn't brought back; thus I restored from backup.

This is my normal procedures:

** Stop Services **

su -c "/opt/otrs/bin/otrs.Daemon.pl stop" -s /bin/bash otrs Cron.sh
systemctl stop httpd.service

** Download & Install .RPM **

sudo wget http://ftp.otrs.org/pub/otrs/RPMS/rhel/ ... noarch.rpm
Note: (6.0.18-01 and 6.0.19.2 are bugged, DO NOT UPDATE!)

sudo yum install otrs-6.0.25-01.noarch.rpm --nogpgcheck (auto restores config files and sets file permissions)

rm -r <otrs-filename>
y {enter} (when prompted)

[[ If you need to rebuild database/config, run the following:]] -- Browser too old error/bug

cd /opt/otrs/
su -c "scripts/DBUpdate-to-6.pl" -s /bin/bash otrs

su - otrs -s /bin/bash

bin/otrs.Console.pl Maint::Config::Rebuild
bin/otrs.Console.pl Admin::Package::UpgradeAll


** Start Services **

su -c "/opt/otrs/bin/otrs.Daemon.pl start" -s /bin/bash otrs Cron.sh
systemctl start httpd.service

[tupson]

That's most likely the browser cache.

FYI, clearing browser cache in IE and Chrome didnt change the version number.

[root]

Hi,

Did you cleared the OTRS cache?

- Roy

[tupson]

Hi,

Did you cleared the OTRS cache?

- Roy

How do you do that?

[tupson]

Hi,

Did you cleared the OTRS cache?

- Roy

How do you do that?

think I found it:

bin/otrs.Console.pl Maint::Cache::Delete

[tupson]

That didnt help

[tupson]

and as you see:

[wurzel]

Hi,

it seems to me, that the apache config refers to another installation.
Is there any chance, you have a tar file extracted somewhere?
Are the DNS records correct? Your browser shows the production and not another test system?

Ran a update from 6.0.23 to 6.0.25 and the update messed up the Defaults.pm and the ZZZAAuto.pm.

An update usually does not mess up files. The Default.pm is usually a new version and it is perfectly fine. The ZZZAAuto.pm is rebuild.
This brings me to the question: What did you change in Defaults.pm and do you have additional code changes or additional packages (opms) installed?

Flo

[skullz]

As per https://doc.otrs.com/doc/manual/admin/6 ... ating.html

shell > rpm -Uvh otrs-x.x.x.-01.rpm

[tupson]

As per https://doc.otrs.com/doc/manual/admin/6 ... ating.html

shell > rpm -Uvh otrs-x.x.x.-01.rpm

that is very similar to how I performed the update.

shell > sudo yum install otrs-6.0.25-01.noarch.rpm --nogpgcheck

both methods work just fine:

ref: https://www.howtoforge.com/tutorial/how ... -centos-7/
ref: https://www.vultr.com/docs/how-to-insta ... n-centos-7

this is how i originally updated it and when all services were restarted the "Out of date browser..." message appeared. Thus I went through the "bin/otrs.Console.pl Maint::Config::Rebuild" process that didnt help, which then lead me to the uninstall, reinstall steps.

[tupson]

Is there any chance, you have a tar file extracted somewhere?

The only reference to a Tar extraction I could think of is my backup restoration steps; at which I ran after installing the 6.0.25 rpm after removing it.

** Stop Services **

su -c "/opt/otrs/bin/otrs.Daemon.pl stop" -s /bin/bash otrs Cron.sh
systemctl stop httpd.service

$ cd /opt/otrs
$ sudo tar -xzf /opt/backups/folder-date/Config.tar.gz
$ sudo tar -xzf /opt/backups/folder-date/Application.tar.gz
$ gunzip /opt/backups/folder-date/DatabaseBackup.sql.gz
$ cat /opt/backups/folder-date/DatabaseBackup.sql | mysql -U {username} -P
{password}

** Start Services **

it seems to me, that the apache config refers to another installation.

where should I check this?

Are the DNS records correct? Your browser shows the production and not another test system?

I don't recall modifying any DNS entries for OTRS specifically; only the Host IP Address; which has never posed a problem of my OTRS appliances. If you mean the CentOS DNS information; yes this is correct, as e-mail traffic and resolution is just fine.

What did you change in Defaults.pm and do you have additional code changes or additional packages (opms) installed?

Negative, all we modify is the Config.pm file with department attributes (LDAP) and DNS settings as implicated above.

[tupson]

I can only assume after I installed 6.0.25 -- and then did a restore of my backup, it threw back in an html file that has 6.0.23 within the "Footer" file. If all this is referencing is a html file; where does this footer information reside and I can compare it to another OTRS server?

This is now I backup my OTRS data:

(BACKUP - CrobJob)
# Create a internal full backup of the system every day at 5:05 am (deleting backups older than 8 days)
05 05 * * * /opt/otrs/scripts/backup.pl -d /opt/backups/ -c gzip -r 8 -f fullbackup

This is how I restore my OTRS data:

** Stop Services **

su -c "/opt/otrs/bin/otrs.Daemon.pl stop" -s /bin/bash otrs Cron.sh
systemctl stop httpd.service

$ cd /opt/otrs
$ sudo tar -xzf /opt/backups/folder-date/Config.tar.gz
$ sudo tar -xzf /opt/backups/folder-date/Application.tar.gz
$ gunzip /opt/backups/folder-date/DatabaseBackup.sql.gz
$ cat /opt/backups/folder-date/DatabaseBackup.sql | mysql -U {username} -P {password}

** Start Services **

su -c "/opt/otrs/bin/otrs.Daemon.pl stop" -s /bin/bash otrs Cron.sh
systemctl start httpd.service




The kicker is, if it restored other 6.0.23 files from this backup, how do I ensure they are all updated to 6.0.25? -- and for future restorations, how will I be confident that it is only restoring the ticketing system information that is lost during a uninstall or corruption and not overwriting upgraded files that are required with the upgrade (if this is actually occurring) ??

[zzz]

It's hard to reconstruct your steps and find the problem.
I'd suggest – considering your old upgrading problems – to switch from RPM to tarball.

Either way, the upgrade should work smoothly but you might just try your luck with the raw files, which might give you an insight into what's really happening on your system.

If you follow this tutorial, you should have no problem (just skip step 3.2).

The correct OTRS version will always be displayed in /opt/otrs/README.
OTRS 6.0.26 will be released on February 7, 2020, which will hopefully give you a chance to correct/uncorrupt your files.

Best regards and good luck
Emin

[tupson]

I'd suggest – considering your old upgrading problems – to switch from RPM to tarball.

No, I believe the .rpm method is sufficient (and simpler); this is the first time I have encountered an issue where the 'Rebuild' didn't clear up the 'old browser support' bug.

The correct OTRS version will always be displayed in /opt/otrs/README.
OTRS 6.0.26 will be released on February 7, 2020, which will hopefully give you a chance to correct/uncorrupt your files.

I will check in that ReadMe file... also, perhaps going to .26 will resolve any current lingering issues (if any). So far, things are working as intended. So I think I am ok... just odd that this 'old browser' issue resurfaced after it was supposidely resolved in 6.0.20 (when it originally started occurring in version 6.0.18 and .19).

[skullz]

I can only assume after I installed 6.0.25 -- and then did a restore of my backup, it threw back in an html file that has 6.0.23 within the "Footer" file. If all this is referencing is a html file; where does this footer information reside and I can compare it to another OTRS server?

This is now I backup my OTRS data:

(BACKUP - CrobJob)
# Create a internal full backup of the system every day at 5:05 am (deleting backups older than 8 days)
05 05 * * * /opt/otrs/scripts/backup.pl -d /opt/backups/ -c gzip -r 8 -f fullbackup

This is how I restore my OTRS data:

** Stop Services **

su -c "/opt/otrs/bin/otrs.Daemon.pl stop" -s /bin/bash otrs Cron.sh
systemctl stop httpd.service

$ cd /opt/otrs
$ sudo tar -xzf /opt/backups/folder-date/Config.tar.gz
$ sudo tar -xzf /opt/backups/folder-date/Application.tar.gz
$ gunzip /opt/backups/folder-date/DatabaseBackup.sql.gz
$ cat /opt/backups/folder-date/DatabaseBackup.sql | mysql -U {username} -P {password}

** Start Services **

su -c "/opt/otrs/bin/otrs.Daemon.pl stop" -s /bin/bash otrs Cron.sh
systemctl start httpd.service




The kicker is, if it restored other 6.0.23 files from this backup, how do I ensure they are all updated to 6.0.25? -- and for future restorations, how will I be confident that it is only restoring the ticketing system information that is lost during a uninstall or corruption and not overwriting upgraded files that are required with the upgrade (if this is actually occurring) ??

Install and update is two different thing..if you wish still using rpm, I suggest follow official doc for upgrade.

Correct me if im wrong..upgrading then restoring old backup didn't make sense as you will revert back to previous version?

However, do try set permission script

[tupson]

Install and update is two different thing..if you wish still using rpm, I suggest follow official doc for upgrade.

Ok, I will utilize the rpm command versus the KB I was using previously.

Correct me if im wrong..upgrading then restoring old backup didn't make sense as you will revert back to previous version?

I was unfamiliar with what was being restored. I assumed simply the OTRS database of tickets were restored, not the OTRS version and files. I suspect I can:

- yum remove otrs
- yum install 6.0.23-01.rpm again
- restore from backup
- rpm -Uvh otrs-6.0.25.-01.rpm

that way it is upgrading as I should have initially.

However, do try set permission script

What is the procedure or command to run this and what is this doing?

[skullz]

Install and update is two different thing..if you wish still using rpm, I suggest follow official doc for upgrade.

Ok, I will utilize the rpm command versus the KB I was using previously.

Correct me if im wrong..upgrading then restoring old backup didn't make sense as you will revert back to previous version?

I was unfamiliar with what was being restored. I assumed simply the OTRS database of tickets were restored, not the OTRS version and files. I suspect I can:

- yum remove otrs
- yum install 6.0.23-01.rpm again
- restore from backup
- rpm -Uvh otrs-6.0.25.-01.rpm

that way it is upgrading as I should have initially.

However, do try set permission script

What is the procedure or command to run this and what is this doing?

Code: Select all

/opt/otrs/bin/otrs.SetPermissions.pl --web-group=apache --otrs-user=otrs /opt/otrs/