Background: We have a production otrs 6.0.6, and now we want to upgrade to otrs 6.0.30. Since the document says “You can update directly from any previous to the latest available patch level release.” (https://doc.otrs.com/doc/manual/admin/6 ... ating.html) I assume there is no database structure change from 6.0.6 to 6.0.30. So my strategy is to install otrs 6.0.30 directly on a test virtual machine (https://doc.otrs.com/doc/manual/admin/6 ... -otrs.html), import the database from production 6.0.6 using backup.pl and restore using restore.pl (https://doc.otrs.com/doc/manual/admin/6 ... store.html).
Here are some issues that I have:
a) When I first create an empty database in <ip>/otrs/installer.pl, I can then login as root@localhost. However, after I restore the production database in the test virtual machine, I cannot login as root@localhost. I tried setting password using command. I also reset the mysql database root password. Neither of them works if I want to login the otrs database.
su -c "/opt/otrs/bin/otrs.Console.pl Admin::User::SetPassword root@localhost 12345" -s /bin/bash otrs
b) Our OTRS is configure to use ldap. I can login using my ldap username and password. But the thing is that I do not have “Admin” permission in the otrs website, so that I cannot make changes. And if I go back to <ip> /otrs/installer.pl, it asks me to turn off the SecureMode in the SysConfig. Since I cannot login as root@localost, and my account doesn’t have admin interface, I cannot re-run the installer.pl and reset root password. Is there a way to add my user as admin using command line? Or how can I be able to login as root@localhost?
c) When I login as my account, there re only “open tickets” that being imported from the production server, but there’s no new tickets or any previous tickets I can search. The otrs database size is about the same as the production database, I don’t know why I cannot find all previous tickets.
d) Does this strategy (install 6.0.30 and import database) work? Or do I have to install 6.0.6 on the test machine, and upgrade it to 6.0.30, then import database?
Thanks for taking your time to read this.
Any suggestion will be greatly appreciated!
Thanks!
upgrade to otrs 6.0.30, cannot login as root@localhost
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Re: upgrade to otrs 6.0.30, cannot login as root@localhost
Hi,
What type of database and version do you use?
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What type of database and version do you use?
- Roy
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Re: upgrade to otrs 6.0.30, cannot login as root@localhost
Can you login as root@localhost in your production environment? If so, did you use the same credentials on your new environment as you did on the production environment?
Is the root@localhost user invalid?
Is LDAP the only authentication backend?
Is the root@localhost user invalid?
Is LDAP the only authentication backend?
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Re: upgrade to otrs 6.0.30, cannot login as root@localhost
a) Since you are restoring, that means all the data from production will be copy into test server.
Current data in the test server will be gone.
Hence, you have to use whatever user/passw combination that work on your production at test server.
b) Alternatively, you can add the user to the admin group
c) try to delete cache via otrs.Console.pl
d) Normally, i will do,
- install 6.0.6 on test server
- backup.pl from production and transfer it to test server
- restore.pl on test server (you should have exact version as production)
- upgrade to latest 6.0.x
good luck
Current data in the test server will be gone.
Hence, you have to use whatever user/passw combination that work on your production at test server.
b) Alternatively, you can add the user to the admin group
Code: Select all
otrs@shell > bin/otrs.Console.pl Admin::Group::UserLink
d) Normally, i will do,
- install 6.0.6 on test server
- backup.pl from production and transfer it to test server
- restore.pl on test server (you should have exact version as production)
- upgrade to latest 6.0.x
good luck
Re: upgrade to otrs 6.0.30, cannot login as root@localhost
Hello again,
The good news is that when I login as my ldap username, I am the admin now, and I can see the open ticket and all the previous tickets. Everything seems to work now, except that I still cannot login as root@localhost.
But the thing is that I haven't changed anything about the server, and one week later the problem is solved.
I really want to know why this can happen. Maybe it's related to this "delete cache via otrs.Console.pl"? Can the cache be deleted by the system regularly and automatically?
Also, I tried reset root password using otrs user:
/opt/otrs/bin/otrs.Console.pl Admin::User::SetPassword root@localhost 12345
It shows "Successfully set password for user 'root@localhost'." but I still cannot login on otrs login page. But I guess it becomes a minor issue, because my ldap user has admin right in otrs.
Any suggestion that help me better understand this system will be greatly appreciated!
Thanks,
Rita
The good news is that when I login as my ldap username, I am the admin now, and I can see the open ticket and all the previous tickets. Everything seems to work now, except that I still cannot login as root@localhost.
But the thing is that I haven't changed anything about the server, and one week later the problem is solved.
I really want to know why this can happen. Maybe it's related to this "delete cache via otrs.Console.pl"? Can the cache be deleted by the system regularly and automatically?
Also, I tried reset root password using otrs user:
/opt/otrs/bin/otrs.Console.pl Admin::User::SetPassword root@localhost 12345
It shows "Successfully set password for user 'root@localhost'." but I still cannot login on otrs login page. But I guess it becomes a minor issue, because my ldap user has admin right in otrs.
Any suggestion that help me better understand this system will be greatly appreciated!
Thanks,
Rita
skullz wrote: ↑13 Feb 2021, 09:49 a) Since you are restoring, that means all the data from production will be copy into test server.
Current data in the test server will be gone.
Hence, you have to use whatever user/passw combination that work on your production at test server.
b) Alternatively, you can add the user to the admin group
c) try to delete cache via otrs.Console.plCode: Select all
otrs@shell > bin/otrs.Console.pl Admin::Group::UserLink
d) Normally, i will do,
- install 6.0.6 on test server
- backup.pl from production and transfer it to test server
- restore.pl on test server (you should have exact version as production)
- upgrade to latest 6.0.x
good luck
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Re: upgrade to otrs 6.0.30, cannot login as root@localhost
If your Config.pm shows that the AuthModule is LDAP, then it won't use database for Auth.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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