[SOLVED] [OTRS5->6] ITSMIncidentProblemManagement upgrade problem

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okanokouji
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Posts: 10
Joined: 11 Oct 2017, 10:54
Znuny Version: 6.0.3
Real Name: Koji Okano
Company: DTP
Location: Japan

[SOLVED] [OTRS5->6] ITSMIncidentProblemManagement upgrade problem

Post by okanokouji »

Hello,

I try upgrading OTRS from 5.0.23 to 6.0.1.
I upgraded using the OTRS rpm package.
After that I updated GeneralCatalog and ITSM Core in use orm files. :)
However, after upgrading using the "ITSMIncidentProblemManagement - 6.0.1.opm" file,
an attempt to see the article results in an error.
(Internal Server Error)
And all articles doesn't open. :(

- Error log(/var/log/httpd/error_log)
[:error] [pid XXXXX] Can't locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 711.

# cat -n /opt/otrs//Kernel/Modules/AgentTicketZoom.pm
:
703 # Get all articles.
704 my @ArticleContentArgsAll = (
705 TicketID => $Self->{TicketID},
706 StripPlainBodyAsAttachment => $Self->{StripPlainBodyAsAttachment},
707 UserID => $Self->{UserID},
708 Order => $Order,
709 DynamicFields => 0, # fetch later only for the article(s) to display
710 );
711 my @ArticleBoxAll = $TicketObject->ArticleContentIndex(@ArticleContentArgsAll);
:

Articles can be seen before installing ITSMIncidentProblemManagement. :?
Why can't view articles?

Thanks always support.
Last edited by okanokouji on 29 Nov 2017, 04:33, edited 1 time in total.
gtavarez
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Re: [OTRS5->6] ITSMIncidentProblemManagement upgrade problem

Post by gtavarez »

I had the same problem, after upgrating from 5.0.17 to 6.0.1 I could open articles, but after updating the ITSM package none article open. I then decided to upgrade again (God bless VMs), but this time using tar.gz instead of rpm (following official guide: http://doc.otrs.com/doc/manual/admin/st ... ating.html) and everything is working fine.

Don't know what is going on with rpm package, bu tar.gz just works.
okanokouji
Znuny newbie
Posts: 10
Joined: 11 Oct 2017, 10:54
Znuny Version: 6.0.3
Real Name: Koji Okano
Company: DTP
Location: Japan

Re: [OTRS5->6] ITSMIncidentProblemManagement upgrade problem

Post by okanokouji »

Hi, gtavarez

Thank you for response :)
I had the same problem, after upgrating from 5.0.17 to 6.0.1 I could open articles, but after updating the ITSM package none article open. I then decided to upgrade again (God bless VMs), but this time using tar.gz instead of rpm (following official guide: http://doc.otrs.com/doc/manual/admin/st ... ating.html) and everything is working fine.
It was really this!!
I retryed using tar package.
After installing "ITSMIncidentProblemManagement", I was able to see the articles. :D
I could not install it at rpm, but it's okay.

Thank you!! :D
serambca
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Posts: 26
Joined: 27 Sep 2016, 11:27
Znuny Version: 5.0.13
Real Name: Sergio Ambrosio

Re: [SOLVED] [OTRS5->6] ITSMIncidentProblemManagement upgrade problem

Post by serambca »

Hi,

I just tried to updated OTRS 5.X -> 6.0.8.. The problem is when I tried to open tickets appear the error 500. I updated the version of OTRS by RPM package and ITSM with OPM.

Do you know if have any new solution? If I use the tar.gz in the future I will do again any upgrades with tar.gz instead RPM.

Thanks!!
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