Remove Appliance Manager Package

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need2gcm
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Remove Appliance Manager Package

Post by need2gcm »

I have completed a migration from an Appliance version of OTRS to OTRS on a Debian server. Whole migration went rather well, no major problems I couldn't figure out. But now I am stuck with the "Appliance Manager" package which I cannot get rid of. There is no uninstall option. Anyone have any tips on manually removing a package?

Sorry if this is covered elsewhere; I have done quite a bit of Googling and even multi-language search in this forum and have not come up with anything.
elitt
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Re: Remove Appliance Manager Package

Post by elitt »

I am also wondering how to migrate from a Windows Appliance to a full Linux OTRS.

Why did you chose Debian ? Why not Red Hat, CentOS or other Linux OS shown on OTRS download page ?
Could you explain the steps you proceed to migrate from Windows Appliance to Debian server with OTRS ?

Thanks,
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Re: Remove Appliance Manager Package

Post by root »

How did you migrate away from the Appliance?
I did it multiple times and it was always enough to use the package CloneDB to move the data away and copy the typical configuration files.
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need2gcm
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Re: Remove Appliance Manager Package

Post by need2gcm »

I picked Debian because that is the distro I am most experienced with, and I did a test setup of OTRS on a fresh Debian install and experienced no issues. I know OTRS has been finicky with their OS support in the past, but a distribution as widely used as Debian shouldn't have any issues now or in the future...

And as for how I migrated, I used the CloneDB package, and used WinSCP to copy the settings files out, check for inconsistencies, then copy them into the new server. Just had to run the cache clear and other post-upgrade procedures, and everything reconnected just fine. Our Active Directory integration for user logins, our Agents DB, our tickets and attachments, and even our inventory we have built with ITSM.

The only issue that occurred was that the package "Appliance Manager" was shown as damaged or not installed correctly. I couldn't find any way to remove it, so I selected the "Reinstall" option to at least clear out the error message.
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Re: Remove Appliance Manager Package

Post by netjess »

I am running into a similar problem, I migrated from an Appliance to a full self install and then upgraded to OTRS 5.

I wonder if it would be as easy as removing reference from database?
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Re: Remove Appliance Manager Package

Post by root »

Does bin/otrs.PackageManager.pl list show the Appliance Manager package?
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need2gcm
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Re: Remove Appliance Manager Package

Post by need2gcm »

It shows that it is an installed package, yes.

EDIT: I used otrs.PackageManager.pl -a list -p OTRSApplianceManagement
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Re: Remove Appliance Manager Package

Post by netjess »

root wrote:Does bin/otrs.PackageManager.pl list show the Appliance Manager package?

Code: Select all

mv-help01% sudo /opt/otrs/bin/otrs.PackageManager.pl -a list
+----------------------------------------------------------------------------+
| Name:        FAQ
| Version:     5.0.1
| Vendor:      xxx
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The FAQ/knowledge base.
+----------------------------------------------------------------------------+
| Name:        OTRSApplianceManagement
| Version:     4.0.3
| Vendor:      xxx
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRSApplianceManagement package.
+----------------------------------------------------------------------------+
I tried to force from command line and received the following errors. (plus I had to copy otrs.PackageManager.pl from v4 system. Seems to not be included in v5 code).

Code: Select all

mv-help01% sudo /opt/otrs/bin/otrs.PackageManager.pl -a uninstall -p OTRSApplianceManagement -f
ERROR: Not possible to remove this package!
If I download the opm from v.4 system (and edit the framework requirement) and try to use it to uninstall from v.5 system I get the following:

Code: Select all

mv-help01% sudo /opt/otrs/bin/otrs.PackageManager.pl -a install -p /home/administrator/OTRSApplianceManagement-4.0.3.opm /f
ERROR: OTRS-otrs.PackageManager.pl-32 Perl: 5.18.2 OS: linux Time: Fri Oct 23 10:44:04 2015

 Message: Module exdjobs.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs /etc/perl /usr/local/lib/perl/5.18.2 /usr/local/share/perl/5.18.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.18 /usr/share/perl/5.18 /usr/local/lib/site_perl .)

 Traceback (27820):
   Module: Kernel::System::Package::_CheckModuleRequired Line: 3133
   Module: Kernel::System::Package::PackageUpgrade Line: 774
   Module: Kernel::System::Package::PackageInstall Line: 476
   Module: /opt/otrs/bin/otrs.PackageManager.pl Line: 410

[Fri Oct 23 10:44:04 2015] otrs.PackageManager.pl: Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Package.pm line 3140.
ERROR: OTRS-otrs.PackageManager.pl-32 Perl: 5.18.2 OS: linux Time: Fri Oct 23 10:44:04 2015

 Message: Sorry, can't install package, because module exdjobs v is required and not installed!

 Traceback (27820):
   Module: Kernel::System::Package::_CheckModuleRequired Line: 3140
   Module: Kernel::System::Package::PackageUpgrade Line: 774
   Module: Kernel::System::Package::PackageInstall Line: 476
   Module: /opt/otrs/bin/otrs.PackageManager.pl Line: 410
I cannot find iny information about the "module exdjobs v" that is referred to in the error.

[EDIT] above I tried to install, to see if it would allow me to then un-install.
If I just try the un-install I get the following:

Code: Select all

mv-help01% sudo /opt/otrs/bin/otrs.PackageManager.pl -a uninstall -p /home/administrator/OTRSApplianceManagement-4.0.3.opm /f
ERROR: Not possible to remove this package!
Thank you.
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Re: Remove Appliance Manager Package

Post by netjess »

In my scenario, I moved my sql using a plain pg_dump command.

I have now installed the CloneDB package.
Can you tell me what table I would put in "Edit Config Settings in OTRSCloneDB -> Configuration" CloneDB::SkipTables
so that it would not export the installed packages, since you have to install all the packages new anyway?

Thank you.
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Re: Remove Appliance Manager Package

Post by root »

Around line 359 in otrs.Packagemanager.pl you'll find

Code: Select all

exit 1;
Comment out this line and try again ;-) And don't forget to revert your change
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[SOLVED] Remove Appliance Manager Package

Post by netjess »

root wrote:Around line 359 in otrs.Packagemanager.pl you'll find

Code: Select all

exit 1;
Comment out this line and try again ;-) And don't forget to revert your change

!Et Voila! no more Appliance Manager.
mv-help01% sudo /opt/otrs/bin/otrs.PackageManager.pl -a list
+----------------------------------------------------------------------------+
| Name: FAQ
| Version: 5.0.1
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The FAQ/knowledge base.
+----------------------------------------------------------------------------+


Thank you very much.
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need2gcm
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Re: Remove Appliance Manager Package

Post by need2gcm »

Yep, excellent. That worked perfectly. I guess this should be marked as "Solved" now.
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