Lost access to Administration tab / tools

[NH3CL]

Hi,

I am in a strange situation, what happened in the following scenario:

My original setup was OTRS 6.0.37 with Ubuntu 18.04 LTS and it worked well.

I've copied the host VM and on the replica I did in-place upgrade to 20.04 LTS. Checked the OTRS, fixed the dependencies, everything worked fine, so I did the upgrade to 22.04. In this point the MYSQL was upgraded from 5.7 to 8.0. I fixed the dependencies again and go OTRS running without errors.

When I logged in into admin page with root@localhost, I noticed that there is lack of Administration tab on the menu bar.

I checked the DB and my root@localhost (user id 1) was in the right group (2 - admin).

Do you have any idea how could I fix this?

Thanks in advance

[root]

HI,

Yep, that's easy. 6.0.37 does not work with MySQL 8. You need to upgrade to at least 6.1, better 6.5

- Roy

[NH3CL]

Thank you for the answer! Can I upgrade my broken copy of OTRS directly or I have to revert to Ubuntu 20.04 and do the otrs upgrade to 6.1 and later upgrade to Ubuntu 22.04 LTS?

[root]

Hi,

The problem is that 6.0.x can't handle specific, reserved names in MySQL 8. Since the data is complete an upgrade should be possible without issues. Do not stop with 6.1. Continue with 6.2, 6.3, 6.4 and then 6.5. Otherwise you're system us still end-of-life.

Check first your add-ons via command line and see if they are all available for 6.5:

Code: Select all

bin/otrs.Console.pl Admin::Package::List

- Roy

[NH3CL]

[Thu Jun 15 15:40:39 2023] otrs.Console.pl: Subroutine _ArticleSenderImage redefined at /opt/otrs/Kernel/Autoload/BaseAvatar.pm line 16.
Listing all installed packages...
+----------------------------------------------------------------------------+
| Name: AccountedTimeInOverview
| Version: 6.0.1
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Show the accounted time in ticket overviews.
+----------------------------------------------------------------------------+
| Name: CustomerCompanyImportExport
| Version: 6.0.0
| Vendor: AddonsForOTRS
| URL: https://otrsaddons.com/
| License: GNU GENERAL PUBLIC LICENSE Version 2, June 1991
| Description: Provides ImportExportBackend for CustomerCompany.
+----------------------------------------------------------------------------+
| Name: CustomerUserImportExport
| Version: 6.0.0
| Vendor: AddonsForOTRS
| URL: https://otrsaddons.com/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Provides ImportExportBackend for CustomerUsers.
+----------------------------------------------------------------------------+
| Name: DashboardMyTickets
| Version: 6.0.4
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: A dashboard widget that shows all tickets of an agent.
+----------------------------------------------------------------------------+
| Name: DisableOTRSBusinessNotification
| Version: 6.0.4
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Disable notification with adverts for OTRS Business features.
+----------------------------------------------------------------------------+
| Name: FAQ
| Version: 6.0.28
| Vendor: xxx
| URL: https://otrs.com/
| License: GNU GENERAL PUBLIC LICENSE Version 3, 29 June 2007
| Description: The FAQ/knowledge base.
+----------------------------------------------------------------------------+
| Name: FAQImportExport
| Version: 6.0.1
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU GENERAL PUBLIC LICENSE Version 2, June 1991
| Description: Provides ImportExportBackend for FAQ.
+----------------------------------------------------------------------------+
| Name: GeneralCatalog
| Version: 6.0.28
| Vendor: xxx
| URL: https://otrs.com/
| License: GNU GENERAL PUBLIC LICENSE Version 3, 29 June 2007
| Description: The General Catalog package.
+----------------------------------------------------------------------------+
| Name: ImportExport
| Version: 6.0.28
| Vendor: xxx
| URL: https://otrs.com/
| License: GNU GENERAL PUBLIC LICENSE Version 3, 29 June 2007
| Description: The ImportExport package.
+----------------------------------------------------------------------------+
| Name: ITSMConfigurationManagement
| Version: 6.0.28
| Vendor: xxx
| URL: https://otrs.com/
| License: GNU GENERAL PUBLIC LICENSE Version 3, 29 June 2007
| Description: The OTRS::ITSM Configuration Management package.
+----------------------------------------------------------------------------+
| Name: ITSMCore
| Version: 6.0.28
| Vendor: xxx
| URL: https://otrs.com/
| License: GNU GENERAL PUBLIC LICENSE Version 3, 29 June 2007
| Description: The OTRS::ITSM Core package.
+----------------------------------------------------------------------------+
| Name: ITSMIncidentProblemManagement
| Version: 6.0.28
| Vendor: xxx
| URL: https://otrs.com/
| License: GNU GENERAL PUBLIC LICENSE Version 3, 29 June 2007
| Description: The OTRS::ITSM Incident and Problem Management package.
+----------------------------------------------------------------------------+
| Name: LocalAvatar
| Version: 6.0.5
| Vendor: maxence business consulting Gmbh
| URL: http://www.maxence.de/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: This package lets you save avatars localy.
+----------------------------------------------------------------------------+
| Name: OTRSMasterSlave
| Version: 6.0.26
| Vendor: xxx
| URL: https://otrs.com/
| License: GNU GENERAL PUBLIC LICENSE Version 3, 29 June 2007
| Description: Includes "Ticket Master/Slave" feature.
+----------------------------------------------------------------------------+
| Name: Out-Of-Office-Reply
| Version: 6.0.1
| Vendor: Stein Erik Berget
| URL: https://github.com/seberget/OOOR/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description:
Filters out e-mail responses to ticket updates that are out-of-office-replies. This is done by analyzing e-mail headers. All e-mails are received but they will not change the state of the ticket. An entry is created in _history_ to say which action was made, and which header was the deciding factor.

Make sure that the following headers are present in the _Core::Email::PostMaster_ _PostmasterX-Header_ section:
_X-Autoreply_, _X-Autorespond_, _Auto-Submitted_ and _Return-Path_. Case is important.

+----------------------------------------------------------------------------+
| Name: QuickMerge
| Version: 6.0.1
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: A module to merge tickets more quickly.
+----------------------------------------------------------------------------+
| Name: SetDynamicFieldDashboard
| Version: 6.0.1
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Set the value of a dynamic field in the dashboard
+----------------------------------------------------------------------------+
| Name: TicketAlertOnAccountedTime
| Version: 6.0.0
| Vendor: AddonsForOTRS
| URL: https://otrsaddons.com/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Send notification to [AlertGroup] when accounted time exceeds [AlertAfterMinutes] and Ticket is in [AlertQueueIDs]
+----------------------------------------------------------------------------+
| Name: TicketChecklist
| Version: 0.6.2
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Add a checklist to tickets.
+----------------------------------------------------------------------------+
| Name: TicketMenuRunGenericAgent
| Version: 6.0.2
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Allow agents to run GenericAgents from a ticket
+----------------------------------------------------------------------------+
| Name: ToolbarTicketOwner
| Version: 6.0.1
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: New toolbar module to link ticket overview where the agent is the ticket owner
+----------------------------------------------------------------------------+
| Name: Znuny4OTRS-AdvancedDynamicFields
| Version: 6.0.16
| Vendor: Znuny GmbH
| URL: http://znuny.com/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: This package contains the advanced DynamicFields functionalities.
+----------------------------------------------------------------------------+
| Name: Znuny4OTRS-DownloadAllAttachments
| Version: 6.0.5
| Vendor: Znuny GmbH
| URL: http://znuny.com/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Enables download of all ticket or article attachments as a single zip file.
+----------------------------------------------------------------------------+
| Name: Znuny4OTRS-EscalationSuspend
| Version: 6.0.7
| Vendor: Znuny GmbH
| URL: http://znuny.com/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: A module to enable escalation suspension.
+----------------------------------------------------------------------------+
| Name: Znuny4OTRS-MarkTicketSeenUnseen
| Version: 6.0.7
| Vendor: Znuny GmbH
| URL: http://znuny.com/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Mark whole tickets or single articles as unseen or seen.
+----------------------------------------------------------------------------+
| Name: Znuny4OTRS-Repo
| Version: 6.0.76
| Vendor: Znuny GmbH
| URL: http://znuny.com/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Enables Znuny4OTRS repositories to directly install and upgrade Znuny packages via package manager.
+----------------------------------------------------------------------------+

Where can i find the current supported package list?

[NH3CL]

Info for new users in the topic:

Successfully updated to 6.1.2 based on this article:
https://doc.znuny.org/znuny_lts/release ... pdate.html
Admin menu came back.

Removed the unused modules in Package manager.

Added the custom repository for packages with https://opar.perl-services.de/

Added ITSM repo: https://download.znuny.org/releases/itsm/packages6x/