[CLOSED] Upgraded to 6.2.1 Root and My Account Lost Admin Tab

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tupson
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[CLOSED] Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

Greetings,

After updating from 6.1.2 to 6.2.1 - both my root (superuser) and my personal account (agent) no longer has admin privileges. When I log in to both successfully, the "Admin" section on the menu doesn't show up. You can see that I am logged in as the root (admin) - as it is telling me to create another account to perform OTRS duties. How can I resolve this?

Image
Last edited by tupson on 27 Nov 2021, 00:25, edited 1 time in total.
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
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root
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by root »

Hi,

Did you followed the upgrade instruction and run the migration script?

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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

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tupson
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

root wrote: 25 Nov 2021, 01:11 Hi,

Did you followed the upgrade instruction and run the migration script?

- Roy
The .RPM doesn't have all the steps in the Source one does?

# Update to Znuny 6.2 (RHEL 7 / CentOS 7)
yum update -y https://download.znuny.org/releases/RPM ... noarch.rpm

# Check for missing modules and add required modules
/opt/otrs/bin/otrs.CheckModules.pl --all


However, I do run the following commands each time I update -- that didn't help:

# Set permissions
/opt/otrs/bin/otrs.SetPermissions.pl

# Migration
su - otrs
scripts/MigrateToZnuny6_2.pl

# Update Packages

su - otrs
bin/otrs.Console.pl Admin::Package::UpgradeAll
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
tupson
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

Any other suggestions?
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
zzz
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by zzz »

Hey,

What does the server log say; any errors?

— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
tupson
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

zzz wrote: 25 Nov 2021, 07:40 Hey,

What does the server log say; any errors?

— Emin
Only spot I could find logs were in /opt/otrs/var/log/Daemon/

and they read:

DBI connect('database=otrs;host=127.0.0.1','otrs',...) failed: Can't connect to MySQL server on '127.0.0.1' (111) at /opt/otrs/Kernel/System/DB.pm line 205.
ERROR: OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerGenericAgentTaskManager-35 Perl: 5.16.3 OS: linux Time: Wed Nov 24 18:50:34 2021

Message: Can't connect to MySQL server on '127.0.0.1' (111)

Traceback (3920):
Module: Kernel::System::DB::Prepare Line: 683
Module: Kernel::System::Daemon::SchedulerDB::RecurrentTaskUnlockExpired Line: 2389
Module: Kernel::System::Daemon::DaemonModules::SchedulerGenericAgentTaskManager::PostRun Line: 116
Module: (eval) Line: 331
Module: main::Start Line: 331
Module: /opt/otrs/bin/otrs.Daemon.pl Line: 152
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
zzz
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by zzz »

Did you also check the web server and Znuny logs (check the znuny console if you don't know where it stores) for any errors?

— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by skullz »

Perhaps cache issue ?

Additionally with expectation the upgrade process is successful, you may add user to admin group by

Code: Select all

otrs@shell > /opt/otrs/bin/otrs.Console.pl Admin::Group::UserLink
tupson
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

skullz wrote: 26 Nov 2021, 04:30 Perhaps cache issue ?

Additionally with expectation the upgrade process is successful, you may add user to admin group by

Code: Select all

otrs@shell > /opt/otrs/bin/otrs.Console.pl Admin::Group::UserLink
I typed in bin/otrs.Console.pl Admin::Group:UserLink --user-name admin --group-name admin --permission owner

And it responded: Group admin does not exist.
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
tupson
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

zzz wrote: 26 Nov 2021, 00:01 Did you also check the web server and Znuny logs (check the znuny console if you don't know where it stores) for any errors?

— Emin
Trying to go to the URL to check where logs are obviously brings me to this error:

URL: https://helpdesk.domain.com/otrs/index. ... =Core::Log

Insufficient Rights
Message: No Permission to use this frontend module!
Back to the previous page

Go to dashboard!

I have root access via WinSCP, but not sure where the logs would reside. I am running CentOS with the default configs for OTRS.
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
root
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by root »

Hi,

Please run thie SQL command on the database:

SELECT * FROM permission_groups

If this table does not exist: I'm pretty sure you did not executed the 6.1 migration script.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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

Do you want to contribute or want to know where it goes ?
tupson
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

root wrote: 26 Nov 2021, 19:30 Hi,

Please run thie SQL command on the database:

SELECT * FROM permission_groups

If this table does not exist: I'm pretty sure you did not executed the 6.1 migration script.

- Roy
I've run it a few times now, see image:

Image
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
tupson
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Joined: 07 Oct 2015, 05:54
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Company: Upson Productions, LLC
Location: DC

Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

Logged into Webmin and ran the command you asked me to on the MariaDB and received the following:

Image
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by root »

Hi,

This is not the migration script for 6.1, it's the one for 6.1.

The documentation is pretty clean how to proceed, the migration step is a dedicated step in every version and independent from the installation (source vs. RPM).

- https://doc.znuny.org/manual/releases/i ... ion-script
- https://doc.znuny.org/manual/releases/i ... ion-script

Every release has it's own migration script. That's the reason why they have different filename.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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

Do you want to contribute or want to know where it goes ?
tupson
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Posts: 133
Joined: 07 Oct 2015, 05:54
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

root wrote: 26 Nov 2021, 21:09 Hi,

This is not the migration script for 6.1, it's the one for 6.1.

The documentation is pretty clean how to proceed, the migration step is a dedicated step in every version and independent from the installation (source vs. RPM).

- https://doc.znuny.org/manual/releases/i ... ion-script
- https://doc.znuny.org/manual/releases/i ... ion-script

Every release has it's own migration script. That's the reason why they have different filename.

- Roy

I am confused here? My subject title indicates I ahve 6.2.1-02 installed, which means I should use the MigrateToZnuny6_2.pl script. There isn't a 6.1 script within this installation path. My screenshot confirms I ran the script and it completed. Why are we mentioning 6.1 at all?
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
root
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Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by root »

Hi,

Your wrote "after updating from 6.1 to 6.2" in you initial post. I guess you started with version 6.0 to 6.1 and the to 6.2. The missing table is created by the migration script of version 6.1.Not executing this script is the result you have.
A plain install of version 6.1 would have created this table.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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

Do you want to contribute or want to know where it goes ?
tupson
Znuny advanced
Posts: 133
Joined: 07 Oct 2015, 05:54
Znuny Version: 7.0.2
Real Name: Tony
Company: Upson Productions, LLC
Location: DC

Re: Upgraded to 6.2.1 Root and My Account Lost Admin Tab

Post by tupson »

root wrote: 26 Nov 2021, 21:27 Hi,

Your wrote "after updating from 6.1 to 6.2" in you initial post. I guess you started with version 6.0 to 6.1 and the to 6.2. The missing table is created by the migration script of version 6.1.Not executing this script is the result you have.
A plain install of version 6.1 would have created this table.

- Roy
Ok. I went on and removed OTRS and started from scratch. I will make a note of this in my installation notes moving forward.
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
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