Restore failing in OTRS Appliance

[Bharath]

Hi All,

I downloaded otrs-3.3.9-appliance-1.0.9.iso appliance and deployed it on a hypervisor, made a few changes and the ticketing system is working fine and able to access from web, the appliance by default uses postgrsql and I want to setup a high availability for both database and otrs by installing setting up another appliance and restoring the backup taken from the first OTRS appliance through backup.pl and I have the backups, but up on restore i'm getting errors and they're appearing in german, it goes as mentioned below.

1.
Restore /var/otrs-backup/2014-11-27_09-55//Config.tar.gz ...
ERROR: Already existing tables in this database. A empty database is required for restore! - I got this error when trying to restore so i droppped the postgresql Public schema from the database otrs and recreated the public schema and given authorization to otrs user and hoped it will do the restore.

2.
otrs@otrs:/opt/otrs/scripts$ ./restore.pl -b /var/otrs-backup/2014-11-27_09-55/ -d /opt/otrs/
Restore /var/otrs-backup/2014-11-27_09-55//Config.tar.gz ...
DBI connect('dbname=otrs;host=127.0.0.1;','otrs',...) failed: FATAL: Passwort-Authentifizierung f?r Benutzer >>otrs<< fehlgeschlagen
FATAL: Passwort-Authentifizierung f?r Benutzer >>otrs<< fehlgeschlagen at /TARGET/SHARE/var/otrs/Kernel/System/DB.pm line 252
ERROR: OTRS-Restore-18 Perl: 5.10.1 OS: linux Time: Sun Dec 7 13:18:49 2014

Message: FATAL: Passwort-Authentifizierung f?r Benutzer >>otrs<< fehlgeschlagen
FATAL: Passwort-Authentifizierung f?r Benutzer >>otrs<< fehlgeschlagen

Traceback (2531):
Module: Kernel::System::DB::new (OTRS 3.3.9) Line: 223
Module: ./restore.pl (unknown version) Line: 85

Restore /var/otrs-backup/2014-11-27_09-55//Application.tar.gz ...
tar: ./doc/en: Cannot utime: Operation not permitted
tar: ./scripts/test/sample/ImportExport: Cannot utime: Operation not permitted
tar: ./scripts/test/sample/GenericInterface/FAQ: Cannot utime: Operation not permitted
______________________________________________________________________________________________
I'm not able to get past this error, can anyone help as to how i can resolve this? seems like it is failing to connect to postgrsql database with authentication failure and next failing to uncompress the tar file. i made sure write permission is given for all for the folder /opt/otrs/

Any help greatly appreciated! Thank you.

[Bharath]

Hi Everyone,

I was finally able to restore the backup to the second OTRS server after changing /otrs/kernel/config.pm to use postgrsql instead of mysql and given permissions to the /otrs/ folder and the restore completed successfully.

But now when open the web url http://otrsip/otrs/index.pl it is throwing the below message.

Oops! An Error occurred.
Error Message: FATAL: Ident-Authentifizierung f?r Benutzer >>otrs<< fehlgeschlagen
Please contact your administrator.

Detailed error:

Backend ERROR: OTRS-CGI-18 Perl: 5.10.1 OS: linux Time: Sun Dec 7 16:04:15 2014 Message: FATAL: Ident-Authentifizierung f?r Benutzer >>otrs<< fehlgeschlagen RemoteAddress: MYLOCALIP RequestURI: /otrs/index.pl Traceback (1151): Module: Kernel::System::DB::new (OTRS 3.3.9) Line: 223 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.9) Line: 145 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

[Bharath]

I just did a otrs CheckDB, seems the application is trying to connect to the postgrsql database as otrs but running as root, when i login as otrs and do a CheckDB it says connected, any way to make the application work through otrs as default?

root@otrs:/opt/otrs/bin# ./otrs.CheckDB.pl
DBI connect('dbname=otrs;','otrs',...) failed: FATAL: Ident-Authentifizierung f?r Benutzer >>otrs<< fehlgeschlagen at /TARGET/SHARE/var/otrs/Kernel/System/DB.pm line 252
ERROR: OTRS-otrs.CheckDB.pl-18 Perl: 5.10.1 OS: linux Time: Sun Dec 7 17:31:39 2014

Message: FATAL: Ident-Authentifizierung f?r Benutzer >>otrs<< fehlgeschlagen

Traceback (1518):
Module: Kernel::System::DB::new (OTRS 3.3.9) Line: 223
Module: ./otrs.CheckDB.pl (unknown version) Line: 46

Trying to connect to database
DSN: DBI:Pg:dbname=otrs;
DatabaseUser: otrs

Connection failed.

root@otrs:/opt/otrs/bin# su otrs
otrs@otrs:/opt/otrs/bin$ ./otrs.CheckDB.pl
Trying to connect to database
DSN: DBI:Pg:dbname=otrs;
DatabaseUser: otrs

Connected.
otrs@otrs:/opt/otrs/bin$

[Bharath]

can anyone give a shot on this?

[Bharath]

I've got the application up and running with complete restores.

[elitt]

Could you explain all the procedure you followed in order to have the application fully restored and running ?

I tried to restore my application + database according to script restore.pl but I encountered several errors. Currently my OTRS application is running, my tickets database is OK, but my config seems to be in an odd state.

Due to apache, postgresql server errors and lack of disk space, I build a brand new OTRS appliance on a VirtualBox machine.
When I launched restore.pl script, I saw many database errors.
First, I had to change the database password for user otrs (see in Config.pm). I have modified the password in my backup file.
Then, I had to add some SQL instructions in the backup file : the backup script just writes "CREATE TABLE" without "DROP TABLE IF EXISTS". So, I have modified twice the backup file to add "DROP TABLE IF EXISTS ... CASCADE; "
Finally, I restored the database manually with the command line : psql otrs < backup_file.sql

My OTRS application seems to be running without error, but some parts of my previous config are missing.
First, I was obliged to refresh SysConfig::Frontend::Agent::Ticket::ViewFreeText in order to show the Dynamic Fields I added before.
Before the crash, I added custom language file in Custome/Language... But this file doesn't seem to be read currently.

So I wonder if it possible to enhance the backup.pl script or the restore.pl script in order to allow simple and fast backup and restoration procedures withou manual modifications in files. Is it also possible to selectivally restore the application ? I mean, is it possible to only restore database or application files ? I saw it is possible to only backup database but not only application files.