OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

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MatthewRoche
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Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 14 Feb 2018, 16:40

Hi

We are running OTRS on Suse 13 with MariaDB version 5.5.33

I took a vmware backup of our live OTRS server and restored to a different VM Host.

I then performed an upgrade to OTRS 6.0.2.

The installation of the software seemed to go ok but I ran in to a few issues with the migrate script which meant me changing the characterset on some tables to UTF8 before proceeding but once done the migrate script and following steps went without error.

I updated the installed packages and everything seemed ok until I clicked on a ticket to view the details and close it to test that was working, at that point I got the following message.

Server Error!

The server encountered an internal error and was unable to complete your request.

Error message:
Can't call method "FatalError" on an undefined value at /opt/otrs/Kernel/Modules/AgentTicketZoom.pm line 38. ,

If you think this is a server error, please contact the webmaster.

ERROR 500

I found the following post which seems virtually the same.

viewtopic.php?f=62&t=38573

The resolution posted was as follows

I have solved my problem by manual backup ticket/artikel database tables, reinstall otrs and afterwards restore the ticket/artikel tables ...


I am not familiar with MariaDB so I was hoping someone who is would be able to advise on how to backup the specific tables he mentioned then restore them.

Also I am not clear if he means he backed up the tables from pre upgrade then performed the upgrade then restored the tables, anyone have any ideas. Also would running the migrate script be necessary after restoring the tables post upgrade or do you think this may be what caused the issue?

MatthewRoche
OTRS newbie
Posts: 10
Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 06 Mar 2018, 15:19

Hi

I rolled back to pre upgrade and reran the upgrade. I obviously missed the following errors

Rebuilding the system configuration...
[Tue Mar 6 11:53:53 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.
ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-46 Perl: 5.18.1 OS: linux Time: Tue Mar 6 11:53:53 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 (3099):
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 Mar 6 11:53:53 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.
ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-46 Perl: 5.18.1 OS: linux Time: Tue Mar 6 11:53:53 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 (3099):
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

ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-46 Perl: 5.18.1 OS: linux Time: Tue Mar 6 11:53:53 2018

Message: System was unable to lock Default Settings

Traceback (3099):
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.
Deleting cache...
Done.


Does anyone have the 2 tables otrs.sysconfig_deployment_lock and otrs.sysconfig_default in their Database?

If so can you let me know their structure so I can create them and rerun the upgrade to see if this resolves the issues?

root
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Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by root » 06 Mar 2018, 22:35

MatthewRoche wrote:
Does anyone have the 2 tables otrs.sysconfig_deployment_lock and otrs.sysconfig_default in their Database?

If so can you let me know their structure so I can create them and rerun the upgrade to see if this resolves the issues?
Hi Matthew,

I suggest you performed an update by using the RPM? Then you can ignore the errors regarding the sysconfig tables. They will be created after you run the migration script.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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

MatthewRoche
OTRS newbie
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Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 20 Mar 2018, 18:26

Hi Roy

Thanks for the info, can I also ignore the following

Error: There was a problem writing XML to DB.

If not do you know what I need to look at?

MatthewRoche
OTRS newbie
Posts: 10
Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 26 Mar 2018, 11:11

Hi All

I took another backup of our current OTRS server and restored this to another VM Host.

the RPM goes ok apart fromt he 2 database errors which I am told are because they don't exist yet.

I am getting the attached messages when running the DB migration script and have no idea where to start to work out the issue. I am hoping someone with more expertise will be able to advise.
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reneeb
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Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by reneeb » 26 Mar 2018, 13:44

Those SysConfig settings should disappear when you upgrade the FAQ module. The migration script does not have the FAQ configuration file at that moment, hence it can't know valid values for those settings.

After upgrading FAQ, you should check those settings though.
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

MatthewRoche
OTRS newbie
Posts: 10
Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 26 Mar 2018, 16:39

Well

I am back to the original issue from a clean copy of the live server so any suggestions would be greatly appreciated.

lido
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Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by lido » 26 Mar 2018, 16:55

Hi,

Did you update your packages after upgrading OTRS by running "bin/otrs.Console.pl Admin::Package::UpgradeAll" ?

MatthewRoche
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Posts: 10
Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 26 Mar 2018, 17:00

I tried the command, some updated, some didn't so I finished off the instructions for the upgrade then installed the bundle to get everything up to date.

MatthewRoche
OTRS newbie
Posts: 10
Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 28 Mar 2018, 16:26

Update

I took a snapshot after performing the upgrade and the DB migrate script and also the update of packages (which only updated FAQ and master slave)

At this point I am able to click on a ticket from the dashboard and it opens up ok.

I then proceeded to install the ITSM bundle and got the dreaded 500 error.

I have rolled back to the snapshot and am now installing the packages separately and testin gopening a ticket after each package.

I have successfully installed General Catalog and ITSM Core and am able to still open tickets correctly.

After installing ITSMProblemManagement I get the popup message from the attached file OTRS1.jpg, closing this I get attachemnt OTRS2.jpg.

I have tried uninstalling ITSMProblemManagement then reinstalling but this makes no difference to the error.

Any Ideas?
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pccleaningwipes
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Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by pccleaningwipes » 31 Mar 2018, 23:49

Hey man,

I had the exact same issue and found this post.

viewtopic.php?f=62&t=38631&p=156420&hil ... om#p156420

And that worked for me.
So I just updated to 6 with the RPM, migrated and then installed the ITSM Bundle package (which brings all the other packages).
Then having the AgentTicketZoom issue i do

Code: Select all

rpm --install --force otrs-6.0.6-01.noarch.rpm
and a reboot.
Back up i restart the services + otrs daemon and cron job. Now everything works, but in the package manager it says 3 packages are not correctly installed. But the reinstalling them one by one works without bringing back the AgentTicketZoom error and - seemingly - without data loss (no guarantee on that one though :P).
You should look for yourself there.

I hope this helps you too

MatthewRoche
OTRS newbie
Posts: 10
Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 04 Apr 2018, 13:10

Thanks dude, that fixed the issue

MatthewRoche
OTRS newbie
Posts: 10
Joined: 13 Feb 2018, 14:42
OTRS Version?: 5.0.23

Re: OTRS 5.0.23 to OTRS 6.0.2 Upgrade issue with AgentTicket Zoom

Post by MatthewRoche » 11 Apr 2018, 13:05

Hi Guys

Back again

As I successfully managed to upgrade a clone of our Production OTRS server I then went to repeat the procedure in the Production environment but now I have come up with an error that stops the migrate DB script.

I get the following

[Wed Apr 11 11:56:45 2018] DBUpdate-to-6.pl: DBD::mysql::db do failed: Can't create table 'otrs.#sql-702_6' (errno: 150) at /opt/otrs/Kernel/System/DB.pm line 470.


Can someone who has a working versions of OTRS 6 check to see if the DB 'otrs.#sql-702_6 exists for them.

If they don't then does anyone know what to do?

I have attached the full error screen as an image
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