Struggling with Errors after 5 to 6 upgrade

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pstanbra
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Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 13 Aug 2019, 12:32

Hi,
I'm really struggling with various errors after upgrading our OTRS to v6.020

In Logs, I'm receiving errors including;

Could not create a modified setting version for Ticket::Type::Default! Rolling back.
Need DefaultVersionID!
Setting Ticket::Type::Default Effective value is not correct: Entity value is invalid(Unclassified)!
Need Name!
Could not create a modified setting version for OTRSTimeZone! Rolling back.

I also was not able to access sysconfig and had to manually add a line into the config.pm to gain access.
It seems that any change to settings throws an error and they don't save.

I think in particular, there may be 1 error stopping everything from saving but I may be wrong. It's

error OTRS-CGI-10 Setting Ticket::Type::Default Effective value is not correct: Entity value is invalid(Unclassified)!

I've tried Default but it won't save the setting.
Think it's to do with the Addon TicketType
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Re: Struggling with Errors after 5 to 6 upgrade

Post by jbaptiste » 14 Aug 2019, 22:48

Could you post the steps you did to do the upgrade?
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 15 Aug 2019, 09:17

Sure
I'm on ubuntu 16.x

I copied the OTRS to OTRS-old
I also ran a DB backup
I downloaded the latest OTRS and unpacked
I then had /opt/otrs again.
I copied over the config.pm and a few other files from Kernel, one with xx I think
I then ran the update script and it kept failing saying my database wasn't utf8
Not sure why this was suddenly a problem as have used and upgraded from v3
I ran a few sql statements to change the tables and db to utf8 and then the upgrade ran without any errors.

There are a few similar posts around the web with the same issue but no one has answered the posts or solved.
OTRS works fine, i can do everything I could do before the upgrade. No issue there.
I just cannot save any settings
Oh - I also ran the permissions script as well

These are the messages I get when I try to apply the settings

TIME PRIORITY FACILITY MESSAGE
Thu Aug 15 12:17:02 2019 (Europe/London) error OTRS-CGI-10 Could not create a modified setting version for Ticket::Type::Default! Rolling back.
Thu Aug 15 12:17:02 2019 (Europe/London) error OTRS-CGI-10 Need DefaultVersionID!
Thu Aug 15 12:16:32 2019 (Europe/London) error OTRS-CGI-10 Can't locate Kernel/System/Stats/Static/FAQAccess.pm in @INC (you may need to install the Kernel::System::Stats::Static::FAQAccess module) (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.22.1 /usr/local/share/perl/5.22.1 /usr/lib/x86_64-linux-gnu/perl5/5.22 /usr/share/perl5 /usr/lib/x86_64-linux-gnu/perl/5.22 /usr/share/perl/5.22 /usr/local/lib/site_perl . /etc/apache2) at /opt/otrs/Kernel/System/Main.pm line 82.

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Re: Struggling with Errors after 5 to 6 upgrade

Post by jbaptiste » 16 Aug 2019, 04:14

Did you follow the upgrade manual ?

You cannot directly copy XML configuration files to the new OTRS 6 install because XML schema and file location has changed, theny need to be migraded to the new version and put on the right location, and that is one of the steps mentioned in the upgrade instructions that you need to do.

You should start over from a backup following the upgrade manual.
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 16 Aug 2019, 08:48

Yes that's exactly the page i followed except the rpm bit as am on debian

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Re: Struggling with Errors after 5 to 6 upgrade

Post by jbaptiste » 16 Aug 2019, 15:47

Well you were not very specific with the steps you described you did, based on that information, your upgrade process was not done correctly, but if you say that you *really* did follow those instructions step by step, then good luck fixing it.
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 20 Aug 2019, 13:13

I found this when I tried to update via command line



otrs@helpdesk:~$ perl bin/otrs.Console.pl Maint::Config::Rebuild
Rebuilding the system configuration...
ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-10 Perl: 5.22.1 OS: linux Time: Tue Aug 20 11:11:25 2019

Message: Need DefaultVersionID!

Traceback (22032):
Module: Kernel::System::SysConfig::DB::ModifiedSettingVersionAdd Line: 3751
Module: Kernel::System::SysConfig::_HandleSettingsToDeploy Line: 5976
Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3555
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 137
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: bin/otrs.Console.pl Line: 36

ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-10 Perl: 5.22.1 OS: linux Time: Tue Aug 20 11:11:25 2019

Message: Could not create a modified setting version for OTRSTimeZone! Rolling back.

Traceback (22032):
Module: Kernel::System::SysConfig::_HandleSettingsToDeploy Line: 5979
Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3555
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 137
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: Kernel::System::Console::InterfaceConsole::Run Line: 80
Module: bin/otrs.Console.pl Line: 36

Error: There was a problem writing ZZZAAuto.pm.
otrs@helpdesk:~$

pstanbra
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 21 Aug 2019, 12:28

This has to be a bug. There are many people posting about this and no one can answer.
Here's anothe post related to it

viewtopic.php?t=39153

pstanbra
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 01 Sep 2019, 20:53

anyone able to help me with this?

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Re: Struggling with Errors after 5 to 6 upgrade

Post by jbaptiste » 03 Sep 2019, 00:53

pstanbra wrote:
21 Aug 2019, 12:28
This has to be a bug. There are many people posting about this and no one can answer.
Here's anothe post related to it

viewtopic.php?t=39153
Or maybe some people making the same mistake ?
pstanbra wrote:
01 Sep 2019, 20:53
anyone able to help me with this?
I would recommend you to start over with a fresh copy of your OTRS 5 install, check that logs do not show any errors before starting the upgrade process, and follow the upgrade instructions to the letter.
Want to run OTRS on docker ? checkout my OTRS on docker HOWTO | Project's github page

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Re: Struggling with Errors after 5 to 6 upgrade

Post by root » 03 Sep 2019, 06:25

pstanbra wrote:
21 Aug 2019, 12:28
This has to be a bug. There are many people posting about this and no one can answer.
Here's anothe post related to it

viewtopic.php?t=39153
Please post a list of the ticket type of your current system including the info valid/invalid.

- Roy
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pstanbra
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 17 Nov 2019, 20:16

We are still having issues to resurrect our OTRS instance. (ticket type sorted)
Some issues were resolved but we cannot apply any settings.

We have upgraded to the latest OTRS release.
Deleted XML files and replaced them with fresh ones from the gz.
Deleted the auto ZZZAAuto files.
Migration ran with no issue.

If we run: /opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild
we get



Debug: Config.pm ->Get('Cache::Module') --> Kernel::System::Cache::FileStorable
Debug: Config.pm ->Get('TempDir') --> /opt/otrs/var/tmp
Debug: Config.pm ->Get('Cache::SubdirLevels') --> 2
Debug: Config.pm ->Get('Cache::InMemory') --> 1
Debug: Config.pm ->Get('Cache::InBackend') --> 1
Debug: Config.pm ->Get('SuppressConsoleEncodingCheck') --> <undef>
Debug: Config.pm ->Get('FQDN') --> yourhost.example.com
Debug: Config.pm ->Get('TestDatabaseDSN') --> <undef>
Debug: Config.pm ->Get('DatabaseDSN') --> DBI:mysql:database=otrs;host=localhost;
Debug: Config.pm ->Get('TestDatabaseUser') --> <undef>
Debug: Config.pm ->Get('DatabaseUser') --> otrs
Debug: Config.pm ->Get('TestDatabasePw') --> <undef>
Debug: Config.pm ->Get('DatabasePw') --> xxx
Debug: Config.pm ->Get('Database::SlowLog') --> <undef>
Debug: Config.pm ->Get('Database::Type') --> <undef>
Debug: Config.pm ->Get('Database::ShellOutput') --> <undef>
Debug: Config.pm ->Get('Database::Type') --> <undef>
Debug: Config.pm ->Get('Database::Limit') --> <undef>
Debug: Config.pm ->Get('Database::DirectBlob') --> <undef>
Debug: Config.pm ->Get('Database::Attribute') --> <undef>
Debug: Config.pm ->Get('Database::QuoteSingle') --> <undef>
Debug: Config.pm ->Get('Database::QuoteBack') --> <undef>
Debug: Config.pm ->Get('Database::Connect') --> <undef>
Debug: Config.pm ->Get('Database::Encode') --> <undef>
Debug: Config.pm ->Get('Database::CaseSensitive') --> <undef>
Debug: Config.pm ->Get('Database::LcaseLikeInLargeText') --> <undef>
Rebuilding the system configuration...
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('DefaultLanguage') --> en
Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x3523520)
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Queue::PreferencesModule') --> <undef>
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Product') --> OTRS
Debug: Config.pm ->Get('Version') --> 6.0.20
Debug: Config.pm ->Get('SystemID') --> 10
Debug: Config.pm ->Get('MinimumLogLevel') --> error
Debug: Config.pm ->Get('LogModule') --> Kernel::System::Log::SysLog
Debug: Config.pm ->Get('LogModule::SysLog::Facility') --> user
Debug: Config.pm ->Get('LogSystemCacheSize') --> <undef>
Debug: Config.pm ->Get('LogModule::SysLog::Charset') --> utf-8
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC should be Europe/London
ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-10 Perl: 5.22.1 OS: linux Time: Sun Nov 17 17:55:48 2019

Message: Need DefaultVersionID! <<for what?

Traceback (6328):
Module: Kernel::System::SysConfig::DB::ModifiedSettingVersionAdd Line: 3751
Module: Kernel::System::SysConfig::_HandleSettingsToDeploy Line: 5976
Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3555
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 137
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: 36

Debug: Config.pm ->Get('LogModule::SysLog::Charset') --> utf-8
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-10 Perl: 5.22.1 OS: linux Time: Sun Nov 17 17:55:48 2019

Message: Could not create a modified setting version for FQDN! Rolling back.

Traceback (6328):
Module: Kernel::System::SysConfig::_HandleSettingsToDeploy Line: 5979
Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3555
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 137
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: 36

Error: There was a problem writing ZZZAAuto.pm.


>> Permissions ok - otrs:www-data -rw-rw---- (have also tried 777)
so presume it cannot write due to an error somewhere.

I've had to manually enable some options in Config.pm in the meantime.
Last edited by pstanbra on 18 Nov 2019, 20:06, edited 1 time in total.

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Re: Struggling with Errors after 5 to 6 upgrade

Post by zzz » 18 Nov 2019, 13:45

Hello Paul,

It looks like you had some unsolved errors during the execution of the migration script.

There is no need to manually set the permission. The permission script is all it takes.
/opt/otrs/bin/otrs.SetPermissions.pl --web-group=www-data

Is everything UTF-8 (collation and character set – mandatory since OTRS 6)?
Is the default character set UTF-8 (check your my.cnf)?

Can you manually execute this script?
su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::Update --setting-name OTRSTimeZone --value 'Europe/London'" -s /bin/bash otrs

Whats the output of this one?
su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::ListInvalid" -s /bin/bash otrs

Best regards
Emin
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 18 Nov 2019, 20:02

Thanks for the reply. I'll have to check the db and my.cnf tomorrow as i cracked my damn surface pro screen so am laptopless until tomorrow. I've managed to run the commands off my android phone though.

The permission script i know about. I only set a few things manually for testing purposes. Script runs fine.

Welcome to Ubuntu 16.04.6 LTS (GNU/Linux 4.4.0-169-generic x86_64)

* Documentation: https://help.ubuntu.com
* Management: https://landscape.canonical.com
* Support: https://ubuntu.com/advantage

* Kata Containers are now fully integrated in Charmed Kubernetes 1.16!
Yes, charms take the Krazy out of K8s Kata Kluster Konstruction.

https://ubuntu.com/kubernetes/docs/release-notes




root@helpdesk:~# /opt/otrs/bin/otrs.SetPermissions.pl --web-group=www-data
Setting permissions on /opt/otrs-6.0.20
root@helpdesk:~# find -name my.cnf

root@helpdesk:~#
root@helpdesk:~#



root@helpdesk:/etc/mysql/conf.d# ls
mysql.cnf mysqldump.cnf
root@helpdesk:/etc/mysql/conf.d# cat mysql.cnf
[mysql]






# The MySQL database server configuration file.
#
# You can copy this to one of:
# - "/etc/mysql/my.cnf" to set global options,
# - "~/.my.cnf" to set user-specific options.
#
# One can use all long options that the program supports.
# Run program with --help to get a list of available options and with
# --print-defaults to see which it would actually understand and use.
#
# For explanations see
# http://dev.mysql.com/doc/mysql/en/serve ... ables.html

#
# * IMPORTANT: Additional settings that can override those from this file!
# The files must end with '.cnf', othe
!includedir /etc/mysql/conf.d/
!includedir /etc/mysql/mysql.conf.d/
root@helpdesk:/etc/mysql# cd mysql.conf.d/
root@helpdesk:/etc/mysql/mysql.conf.d# ls
mysqld.cnf mysqld_safe_syslog.cnf
root@helpdesk:/etc/mysql/mysql.conf.d# cat mysqld.cnf
#
# The MySQL database server configuration file.
#
# You can copy this to one of:
# - "/etc/mysql/my.cnf" to set global options,
# - "~/.my.cnf" to set user-specific options.
#
# One can use all long options that the program supports.
# Run program with --help to get a list of available options and with
# --print-defaults to see which it would actually understand and use.
#
# For explanations see
# http://dev.mysql.com/doc/mysql/en/serve ... ables.html

# This will be passed to all mysql clients
# It has been reported that passwords should be enclosed with ticks/quotes
# escpecially if they contain "#" chars...
# Remember to edit /etc/mysql/debian.cnf when changing the socket location.

# Here is entries for some specific programs
# The following values assume you have at least 32M ram

[mysqld_safe]
socket = /var/run/mysqld/mysqld.sock
nice = 0

[mysqld]
#
# * Basic Settings
#
user = mysql
pid-file = /var/run/mysqld/mysqld.pid
socket = /var/run/mysqld/mysqld.sock
port = 3306
basedir = /usr
datadir = /var/lib/mysql
tmpdir = /tmp
lc-messages-dir = /usr/share/mysql
skip-external-locking
#
# Instead of skip-networking the default is now to listen only on
# localhost which is more compatible and is not less secure.
bind-address = 127.0.0.1
#
# * Fine Tuning
#
key_buffer_size = 16M
max_allowed_packet = 16M
thread_stack = 192K
thread_cache_size = 8
# This replaces the startup script and checks MyISAM tables if needed
# the first time they are touched
myisam-recover-options = BACKUP
#max_connections = 100
#table_cache = 64
#thread_concurrency = 10
#
# * Query Cache Configuration
#
query_cache_limit = 1M
query_cache_size = 16M
#
# * Logging and Replication
#
# Both location gets rotated by the cronjob.
# Be aware that this log type is a performance killer.
# As of 5.1 you can enable the log at runtime!
#general_log_file = /var/log/mysql/mysql.log
#general_log = 1
#
# Error log - should be very few entries.
#
log_error = /var/log/mysql/error.log
#
# Here you can see queries with especially long duration
#log_slow_queries = /var/log/mysql/mysql-slow.log
#long_query_time = 2
#log-queries-not-using-indexes
#
# The following can be used as easy to replay backup logs or for replication.
# note: if you are setting up a replication slave, see README.Debian about
# other settings you may need to change.
#server-id = 1
#log_bin = /var/log/mysql/mysql-bin.log
expire_logs_days = 10
max_binlog_size = 100M
#binlog_do_db = include_database_name
#binlog_ignore_db = include_database_name
#
# * InnoDB
#
# InnoDB is enabled by default with a 10MB datafile in /var/lib/mysql/.
# Read the manual for more InnoDB related options. There are many!
#
# * Security Features
#
# Read the manual, too, if you want chroot!
# chroot = /var/lib/mysql/
#
# For generating SSL certificates I recommend the OpenSSL GUI "tinyca".
#
# ssl-ca=/etc/mysql/cacert.pem
# ssl-cert=/etc/mysql/server-cert.pem
# ssl-key=/etc/mysql/server-key.pem
root@helpdesk:/etc/mysql/mysql.conf.d#
You have new mail in /var/mail/root


...command ran...
Admin::Config::ListInvalid" -s /bin/bash otrs


Debug: Config.pm ->Get('Cache::Module') --> Kernel::System::Cache::FileStorable
Debug: Config.pm ->Get('TempDir') --> /opt/otrs/var/tmp
Debug: Config.pm ->Get('Cache::SubdirLevels') --> 2
Debug: Config.pm ->Get('Cache::InMemory') --> 1
Debug: Config.pm ->Get('Cache::InBackend') --> 1
Debug: Config.pm ->Get('SuppressConsoleEncodingCheck') --> <undef>
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('TestDatabaseDSN') --> <undef>
Debug: Config.pm ->Get('DatabaseDSN') --> DBI:mysql:database=otrs;host=localhost;
Debug: Config.pm ->Get('TestDatabaseUser') --> <undef>
Debug: Config.pm ->Get('DatabaseUser') --> otrs
Debug: Config.pm ->Get('TestDatabasePw') --> <undef>
Debug: Config.pm ->Get('DatabasePw') -->
Debug: Config.pm ->Get('Database::SlowLog') --> <undef>
Debug: Config.pm ->Get('Database::Type') --> <undef>
Debug: Config.pm ->Get('Database::ShellOutput') --> <undef>
Debug: Config.pm ->Get('Database::Type') --> <undef>
Debug: Config.pm ->Get('Database::Limit') --> <undef>
Debug: Config.pm ->Get('Database::DirectBlob') --> <undef>
Debug: Config.pm ->Get('Database::Attribute') --> <undef>
Debug: Config.pm ->Get('Database::QuoteSingle') --> <undef>
Debug: Config.pm ->Get('Database::QuoteBack') --> <undef>
Debug: Config.pm ->Get('Database::Connect') --> <undef>
Debug: Config.pm ->Get('Database::Encode') --> <undef>
Debug: Config.pm ->Get('Database::CaseSensitive') --> <undef>
Debug: Config.pm ->Get('Database::LcaseLikeInLargeText') --> <undef>
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Queue::PreferencesModule') --> <undef>
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Home') --> /opt/otrs
All settings are valid.




root@helpdesk:/etc/mysql/mysql.conf.d# su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::Update --setting-name OTRSTimeZone --value 'Europe/London'" -s /bin/bash otrs
Debug: Config.pm ->Get('Cache::Module') --> Kernel::System::Cache::FileStorable
Debug: Config.pm ->Get('TempDir') --> /opt/otrs/var/tmp
Debug: Config.pm ->Get('Cache::SubdirLevels') --> 2
Debug: Config.pm ->Get('Cache::InMemory') --> 1
Debug: Config.pm ->Get('Cache::InBackend') --> 1
Debug: Config.pm ->Get('SuppressConsoleEncodingCheck') --> <undef>
Debug: Config.pm ->Get('Home') --> /opt/otrs
Updating setting value...

Debug: Config.pm ->Get('TestDatabaseDSN') --> <undef>
Debug: Config.pm ->Get('DatabaseDSN') --> DBI:mysql:database=otrs;host=localhost;
Debug: Config.pm ->Get('TestDatabaseUser') --> <undef>
Debug: Config.pm ->Get('DatabaseUser') --> otrs
Debug: Config.pm ->Get('TestDatabasePw') --> <undef>
Debug: Config.pm ->Get('DatabasePw') --> xx
Debug: Config.pm ->Get('Database::SlowLog') --> <undef>
Debug: Config.pm ->Get('Database::Type') --> <undef>
Debug: Config.pm ->Get('Database::ShellOutput') --> <undef>
Debug: Config.pm ->Get('Database::Type') --> <undef>
Debug: Config.pm ->Get('Database::Limit') --> <undef>
Debug: Config.pm ->Get('Database::DirectBlob') --> <undef>
Debug: Config.pm ->Get('Database::Attribute') --> <undef>
Debug: Config.pm ->Get('Database::QuoteSingle') --> <undef>
Debug: Config.pm ->Get('Database::QuoteBack') --> <undef>
Debug: Config.pm ->Get('Database::Connect') --> <undef>
Debug: Config.pm ->Get('Database::Encode') --> <undef>
Debug: Config.pm ->Get('Database::CaseSensitive') --> <undef>
Debug: Config.pm ->Get('Database::LcaseLikeInLargeText') --> <undef>
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('DefaultLanguage') --> en
Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x2a758c8)
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('FAQ::ApprovalTicketType') --> <undef>
Debug: Config.pm ->Get('Home') --> /opt/otrs
Debug: Config.pm ->Get('Product') --> OTRS
Debug: Config.pm ->Get('Version') --> 6.0.20
Debug: Config.pm ->Get('SystemID') --> 10
Debug: Config.pm ->Get('MinimumLogLevel') --> error
Debug: Config.pm ->Get('LogModule') --> Kernel::System::Log::SysLog
Debug: Config.pm ->Get('LogModule::SysLog::Facility') --> user
Debug: Config.pm ->Get('LogSystemCacheSize') --> <undef>
Debug: Config.pm ->Get('LogModule::SysLog::Charset') --> utf-8
Debug: Config.pm ->Get('OTRSTimeZone') --> UTC
ERROR: OTRS-otrs.Console.pl-Admin::Config::Update-10 Perl: 5.22.1 OS: linux Time: Mon Nov 18 17:54:46 2019

Message: Setting FAQ::ApprovalTicketType Effective value is not correct: Entity value is invalid(Unclassified)!

Traceback (15851):
Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3485
Module: Kernel::System::Console::Command::Admin::Config::Update::Run Line: 233
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: 36

Error: Deployment failed!
root@helpdesk:/etc/mysql/mysql.conf.d# su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::Update --setting-name OTRSTimeZone --value 'Europe/London'" -s /bin/bash otrs

zzz
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Posts: 312
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Re: Struggling with Errors after 5 to 6 upgrade

Post by zzz » 18 Nov 2019, 20:24

First hints:
- Remove the Debug setting from Config.pm (more confusing than helping)
- Change your my.cnf (check: https://doc.otrs.com/doc/manual/admin/6 ... base-mysql)
- Fix this setting FAQ::ApprovalTicketType

I'd also add some default charsets and collations to the my.cnf, dump the whole database and import it as UTF-8 to get sure.

The next error should be clearly printed to the web server log.

Best regards
Emin
Last edited by zzz on 19 Nov 2019, 16:08, edited 1 time in total.
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pstanbra
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 19 Nov 2019, 15:55

mysql> show variables like 'char%';
+--------------------------+----------------------------+
| Variable_name | Value |
+--------------------------+----------------------------+
| character_set_client | utf8 |
| character_set_connection | utf8 |
| character_set_database | utf8 |
| character_set_filesystem | binary |
| character_set_results | utf8 |
| character_set_server | utf8 |
| character_set_system | utf8 |
| character_sets_dir | /usr/share/mysql/charsets/ |
+--------------------------+----------------------------+


mysql> show variables like 'coll%';
+----------------------+-----------------+
| Variable_name | Value |
+----------------------+-----------------+
| collation_connection | utf8_general_ci |
| collation_database | utf8_unicode_ci |
| collation_server | utf8_unicode_ci |
+----------------------+-----------------+
3 rows in set (0.00 sec)


my.cnf ammended as suggested.

in regards to the DB as a whole, i've ran this

mysql --database=DBNAME -B -N -e "SHOW TABLES" | awk '{print "SET foreign_key_checks = 0; ALTER TABLE", $1, "CONVERT TO CHARACTER SET utf8 COLLATE utf8_general_ci; SET foreign_key_checks = 1; "}' | mysql --database=DBNAME

which ensures all is set ut utf8
I tried a phpmysql dump but the db is over a gb so did the above.

I am unable to change the FAQ to anything as any changes i make do not hold - i just get an error. I have uninstalled it instead.


I then ran you command and got this:

root@helpdesk:/etc/mysql# su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::Update --setting-name OTRSTimeZone --value 'Europe/London'" -s /bin/bash otrs
Updating setting value...
Done.


Which leads me to go back to the dashboard and apply all my setting and i get the (CAP1+2 ) images




From CLI


otrs@helpdesk:/etc/mysql$ perl /opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild
Rebuilding the system configuration...
ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-10 Perl: 5.22.1 OS: linux Time: Tue Nov 19 13:57:38 2019

Message: Need DefaultVersionID!

Traceback (6041):
Module: Kernel::System::SysConfig::DB::ModifiedSettingVersionAdd Line: 3751
Module: Kernel::System::SysConfig::_HandleSettingsToDeploy Line: 5976
Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3555
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 137
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: 36

ERROR: OTRS-otrs.Console.pl-Maint::Config::Rebuild-10 Perl: 5.22.1 OS: linux Time: Tue Nov 19 13:57:38 2019

Message: Could not create a modified setting version for AdminEmail! Rolling back.

Traceback (6041):
Module: Kernel::System::SysConfig::_HandleSettingsToDeploy Line: 5979
Module: Kernel::System::SysConfig::ConfigurationDeploy Line: 3555
Module: Kernel::System::Console::Command::Maint::Config::Rebuild::Run Line: 137
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: 36

Error: There was a problem writing ZZZAAuto.pm.
otrs@helpdesk:/etc/mysql$
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zzz
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Posts: 312
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Re: Struggling with Errors after 5 to 6 upgrade

Post by zzz » 19 Nov 2019, 16:14

Error: There was a problem writing ZZZAAuto.pm.

Could be your main error. Check the permissions. Is your otrs user in the web server (apache) group? Can the user edit that file?
You should also check your 'Can't connect to local MySQL server through socket ...' error. Or did it appear shortly after a restart?

Best regards
Emin
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pstanbra
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Posts: 14
Joined: 08 Nov 2013, 12:24
OTRS Version?: 6.1.20
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 19 Nov 2019, 16:30

I did restart the mysql service hence the message.
See image attached. (you'll see it was last changed at 14:14pm today so something has the authority to write to it)


root@helpdesk:/opt/otrs/Kernel/Config/Files# grep 'otrs' /etc/group
www-data:x:33:otrs
otrs:x:1001:
root@helpdesk:/opt/otrs/Kernel/Config/Files#
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pstanbra
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Posts: 14
Joined: 08 Nov 2013, 12:24
OTRS Version?: 6.1.20
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Re: Struggling with Errors after 5 to 6 upgrade

Post by pstanbra » 26 Nov 2019, 12:54

Anyone got any other ideas?

wurzel
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Joined: 08 Jul 2010, 22:25
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Re: Struggling with Errors after 5 to 6 upgrade

Post by wurzel » 26 Nov 2019, 14:47

Hi,

errors writing ZZZAAuto.pm is not a permission problem.
you have inital errors in
error OTRS-CGI-10 Setting Ticket::Type::Default Effective value is not correct: Entity value is invalid(Unclassified)!

that's why the ZZZAAuto can not be written.

you should fix this first manually before migration or
with
/opt/otrs/bin/otrs.Console.pl Admin::Config::Update

after the error appears.

So instead of trying and trying and hopping from one error to another just follow the upgrading doc.otrs.org
in case of errors fix it, and continue afterwards.

Flo
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10
    OTRS 7 SILVER

    -- 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.

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