Can't create Ticket after Upgrade TO OTRS 4.0.08-02

[PriteshP23]

Hello,
I did upgrade OTRS 3.3.6 to OTRS-4.0.8.-02 by rpm package.*

*My system Info:
OTRS 4.0.8-02, PostgreSQL 9.3.9
Perl 5.10.1 (linux) is used.
OS: Cent OS 6.5

Not able to create ticket in otrs aftre upgrade

Error Message: Need TicketID!

Code: Select all

Backend ERROR: OTRS-CGI-98 Perl: 5.10.1 OS: linux Time: Tue Jun 16 16:43:11 2015 Message: Need TicketID! RemoteAddress: 192.168.153.35 RequestURI: /otrs/index.pl Traceback (4176): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2503 Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298 Module: Kernel::System::Web::InterfaceAgent::Run Line: 991 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 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 

Thanks in advanced !

[RStraub]

What I experienced:

• - Upgrade didn't convert "umlaut" in sysconfig, had to fix in the ZZZAuto.pm
  - ACLs, Processes etc. had to be re-deployed
  - SysConfig and Generic Agent some time didn't replace the old Process/Activity IDs with the new ones
  - Forgot to copy customized files (esp. skins, css or icons)

[PriteshP23]

@RStraub
Thanks for sharing. Generally, How much time it take for update?

Upgrade didn't convert "umlaut" in sysconfig, had to fix in the ZZZAuto.pm

I didn't get it. Can you explain it in detail? How did you solve it ?
So, for cutomization part, it should be re-deployed.

Thanks for your return.

[RStraub]

We configured some holidays in the calendar. One of them was called "Heilige drei Könige". When we upgraded, the "ö" wasn't converted to utf-8 and trying to access the sysconfig threw errors about malformed characters.

Since the ZZZAuto.pm saves all changes you make in the sysconfig, we had to open up the file, search for those malformed characters ("ö" in our case) and replace them.

We wrote a script to automate the minior upgrade, but did 3.3 -> 4.x manually. Took us about 2 hours all in all. But we have a lot of custom packages we had to re-install and also used the time to reboot the vm.

[PriteshP23]

@RStraub

Took us about 2 hours all in all.

How many tickets do you have in your database?
Thanks.

[Giulio Soleni]

I would like to add to the list of possible issues also the upgrade of add-on modules.
I had some issue upgrading ITSM and FAQ modules and until they aren't fully upgraded the system cannot be accessed (because of the different kinds of template type *.tt instead of *.dtl)
From my personal experience, it's always better to upgrade and or reinstall add-ons via command line with otrs.PackageManager.pl script

[RStraub]

Doesn't a re-install remove all databse entries? I didn't try it because I was too scared of that. Thus I always used upgrade from the command line.

As for the amount of tickets: Very little, around 8000.

[Giulio Soleni]

Doesn't a re-install remove all databse entries?

I am not absolutely sure about that but I do not think so.
Honestly I did perform only a few tests where I had to reinstall one add-on due to some errors on a first upgrade attempt, and in that few cases the previous data were preserved.
On the other hand if you uninstall and install a second time, from scratch, one add-on, you will get rid of all db data also.
But please, do not take my words as the actual truth... I am going to perform an update on a test environment the next week and I'll check directly there if a reinstall will erase or not the db.

[PriteshP23]

Hello,

I got two errors:

First is in Step 6.2: Database migration script
Run the migration script (as user otrs, NOT as root):
shell> scripts/DBUpdate-to-4.pl

Code: Select all

[otrs] trying to get OTRS 3 up with Postgres: bin/otrs.CheckDB.pl fails: permission denied for relation valid, SQL: 'SELECT * FROM valid'

I continue even after error and did udate

Second error while creatig first ticket is:

Code: Select all

 Error Message: Need TicketID!
You can
or go back to the previous page.
Error Details
Backend ERROR: OTRS-CGI-98 Perl: 5.10.1 OS: linux Time: Mon Jun 15 17:45:17 2015 Message: Need TicketID! RemoteAddress: 192.168.153.35 RequestURI: /otrs/index.pl Traceback (457): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2503 Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298 Module: Kernel::System::Web::InterfaceAgent::Run Line: 991 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 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

Help !

[PriteshP23]

I remove valid_id from ticket table by below query and i am able to create ticket.

Code: Select all

ALTER TABLE ticket DROP valid_id cascade 

BUT it is not right solution. Because it seems that there is a big problem in otrs database schema.

[jojo]

the Database migration script to OTRS 4 contains "ALTER TABLE ticket DROP valid_id;“. So I assume you did not perform a successful migration. You need expert consulting to operate OTRS!

[PriteshP23]

the Database migration script to OTRS 4 contains "ALTER TABLE ticket DROP valid_id;“. So I assume you did not perform a successful migration.

Is there any action to perform for Postgres database changes apart from these two:

Code: Select all

cat scripts/DBUpdate-to-4.postgresql.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs
scripts/DBUpdate-to-4.pl

Thanks in advanced !