Moving OTRS to new server (Ubuntu 18.04)

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rzima
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Moving OTRS to new server (Ubuntu 18.04)

Post by rzima »

Hi,
I am trying to transfer my helpdesk otrs to the new server.
It currently works on Ubuntu 14.04, I wanted to move it to Ubuntu 18.04, but there is one error in the Apache2 log:

The Agent Dashboard page does not load, while other pages like Administration, Queues, GenericAgent work properly.

Every time you try to go to the ticket view there are errors in /etc/apache2/error.log

Code: Select all

[Mon Aug 20 15:18:48 2018] -e: Deep recursion on subroutine "Kernel :: System :: DB :: Connect" at /opt/otrs/Kernel/System/DB.pm line 466.
[Mon Aug 20 15:18:48 2018] -e: Deep recursion on subroutine "Kernel :: System :: DB :: Do" at /opt/otrs/Kernel/System/DB.pm line 221.
[Mon Aug 20 15:20:42 2018] -e: Deep recursion on subroutine "Kernel :: System :: DB :: Connect" at /opt/otrs/Kernel/System/DB.pm line 466.
[Mon Aug 20 15:20:42 2018] -e: Deep recursion on subroutine "Kernel :: System :: DB :: Do" at /opt/otrs/Kernel/System/DB.pm line 221.

My current configuration:
Ubuntu 14.04, MySQL, OTRS 6.0.3, Perl (5.18.2 (linux))

New server:
Ubuntu 18/04, MySQL (I also tried MariaDB), OTRS 6.0.3, Perl (5.26.1 (linux))

How I moved the server:
Installation otrs according to documentation.
I used the script backup.pl / restore.pl from / otrs / scripts /

After do-release-update to: ubuntu 14.04 -> 16.04 -> 18.04 there is the same problem.
What could be the reason? Perl version?
fcasal
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Re: Moving OTRS to new server (Ubuntu 18.04)

Post by fcasal »

I don´t think is a problem of perl. Perhaps is a problem with the versión, if you check the 6.0.04 version it resolves some issues related with the update

https://community.otrs.com/release-note ... h-level-4/

so you can try to update the actual version to a new one, and try again.
wurzel
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Re: Moving OTRS to new server (Ubuntu 18.04)

Post by wurzel »

Hi,

can you show all your steps you did? This would help.

Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- Ich beantworte keine Forums-Fragen PN - No PN please

I won't answer to unfriendly users any more. A greeting and regards are just polite.
rzima
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Joined: 04 Aug 2016, 08:37
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Re: Moving OTRS to new server (Ubuntu 18.04)

Post by rzima »

wurzel wrote: 20 Aug 2018, 20:02 Hi,

can you show all your steps you did? This would help.

Florian
1. Install Ubuntu 18.04 LTS - fresh minimal install
2. Install MariaDB:

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sudo apt-get install software-properties-common
sudo apt-key adv --recv-keys --keyserver hkp://keyserver.ubuntu.com:80 0xF1656F24C74CD1D8
sudo add-apt-repository 'deb [arch=amd64] http://mirror.zol.co.zw/mariadb/repo/10.3/ubuntu bionic main'
sudo apt update
sudo apt install mariadb-server mariadb-client
3. Configure database settings:

$ sudo vim /etc/mysql/mariadb.cnf

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[mysqld]
max_allowed_packet=64M
query_cache_size=36M
innodb_log_file_size=256M
character_set_server=utf8
4. Creating database

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$ mysql -u root -p
CREATE DATABASE otrs CHARACTER SET utf8 COLLATE utf8_general_ci;
GRANT ALL PRIVILEGES ON otrs.* TO 'otrs'@'localhost' \
IDENTIFIED BY 'password';
FLUSH PRIVILEGES;
5. Install Apache2 & Perl Module

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sudo apt-get install  apache2 libapache2-mod-perl2
Other modules:

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sudo apt-get install libdatetime-perl libcrypt-eksblowfish-perl libcrypt-ssleay-perl libgd-graph-perl libapache-dbi-perl libsoap-lite-perl libarchive-zip-perl libgd-text-perl libnet-dns-perl libpdf-api2-perl libauthen-ntlm-perl libdbd-odbc-perl libjson-xs-perl libyaml-libyaml-perl libxml-libxml-perl libencode-hanextra-perl libxml-libxslt-perl libpdf-api2-simple-perl libmail-imapclient-perl libtemplate-perl libtext-csv-xs-perl libdbd-pg-perl libapache2-mod-perl2 libtemplate-perl libnet-dns-perl libnet-ldap-perl libio-socket-ssl-perl
Load module:

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sudo a2enmod perl
sudo systemctl restart apache2
6. Create otrs user

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useradd -d /opt/otrs -c 'OTRS user' otrs
sudo usermod -aG www-data otrs
7. Stop Apache2 on old server and copy /opt/otrs/ directory -> move to new. (zip tar -> untar)

Code: Select all

sudo systemctl stop apache2
tar -czvf otrs.tar.gz /opt/otrs
###Copy to new server:
tar -zxf otrs.tar.gz
/opt/otrs/bin/otrs.SetPermissions.pl
8. Backup/Restore database using script:

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./backup.pl -d /home/proferis/ -t fullbackup
### move to new server an restore
./restore.pl -b /home/proferis/otrsbak/ -d /opt/otrs/
./otrs.SetPermissions.pl
9. Start Apache2 etc.

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a2enconf otrs
a2ensite http.otrs.conf
a2enmod ssl
a2enmod perl
a2enmod headers
a2enmod filter
a2enmod deflate
a2enmod version

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sudo systemctl start apache2
sudo su - otrs -c "/opt/otrs/bin/otrs.Daemon.pl start"
sudo su - otrs -c "/opt/otrs/bin/Cron.sh start"
10. Start OTRS & Chech Errors

Code: Select all

cd /var/log/apache2/
less error.log 
###When I stared Dashboard or ticket Page, nothing is displayed, only log in /var/log/apache2/:

Code: Select all

[Mon Aug 20 15:18:48 2018] -e: Deep recursion on subroutine "Kernel :: System :: DB :: Connect" at /opt/otrs/Kernel/System/DB.pm line 466.
[Mon Aug 20 15:18:48 2018] -e: Deep recursion on subroutine "Kernel :: System :: DB :: Do" at /opt/otrs/Kernel/System/DB.pm line 221.
I could have missed something in the commands above.
rzima
Znuny newbie
Posts: 25
Joined: 04 Aug 2016, 08:37
Znuny Version: 6.0.13
Real Name: rzima

Re: Moving OTRS to new server (Ubuntu 18.04)

Post by rzima »

fcasal wrote: 20 Aug 2018, 16:03 I don´t think is a problem of perl. Perhaps is a problem with the versión, if you check the 6.0.04 version it resolves some issues related with the update

https://community.otrs.com/release-note ... h-level-4/

so you can try to update the actual version to a new one, and try again.
I have updated to the latest version 6.0.10,
still the same problem.
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: Moving OTRS to new server (Ubuntu 18.04)

Post by fcasal »

I am not sure but I think you have to perfom a complete installation of the otrs version before restoring the backup.

So install first the otrs and check that it works, then restore the backup.
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