OTRS:ITSM 4 to 5 upgrade 500 Internal Server Error

[kiwikrisp]

Attempting to upgrade from 4.0.13 to 5.0.1. Follow the instructions http://otrs.github.io/doc/manual/admin/ ... ading.html. I'm able to successfully follow all the instructions using the rpm installation on CentOS 6.7 until I get to "Now you can log into your system."

When I try to logon to the system I get a "500 Internal Server Error".

I've installed the ITSM package as indicated in the "Upgrade" section of the INSTALL-5.ITSM document http://ftp.otrs.org/pub/otrs/itsm/INSTALL-5.ITSM.

Using /var/log/httpd/error_log messages I've been able to ascertain that the rpm doesn't properly update the permissions so had to use the permissions script (/opt/otrs/bin/otrs.SetPermissions.pl).

Below is the error_log entries from the last httpd restart.

[Wed Oct 21 12:38:23 2015] [notice] caught SIGTERM, shutting down
[Wed Oct 21 12:38:23 2015] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec)
[Wed Oct 21 12:38:23 2015] [notice] Digest: generating secret for digest authentication ...
[Wed Oct 21 12:38:23 2015] [notice] Digest: done
[Wed Oct 21 12:38:23 2015] [notice] Apache/2.2.15 (Unix) DAV/2 mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
[Wed Oct 21 12:38:28 2015] [error] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentTimeAccountingEdit.pm line 34.\n

So looked at the package list (bin/otrs.Console.pl Admin::Package::List) and found:
| Name: TimeAccounting
| Version: 4.0.1
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: A Time Registration Module.

[Rooobaaat]

Code: Select all

./otrs.Console.pl Admin::Package::Upgrade http://ftp.otrs.org/pub/otrs/packages/:TimeAccounting-5.0.1.opm

[kiwikrisp]

Solved it, found a hint in another thread but will document it here.

The issue was that some of the packages hadn't been updated. This was in the instructions just in a following step and it talked about using the Admin::Package Manager which I couldn't access because I couldn't get to the web interface.

So you have to do it from the command line which is really easy.

Code: Select all

# cd /opt/otrs
# bin/otrs.Console.pl Admin::Package::List --allow-root

Just make sure all the packages listed are at their latest (compatible with the framework) versions (http://ftp.otrs.org/pub/otrs/packages/) as shown in this site.

If they're not; upgrade them.

Code: Select all

# bin/otrs.Console.pl Admin::Package::Install --allow-root http://ftp.otrs.org/pub/otrs/packages/:<package name>