[SOLVED]Can't create ticket after upgrading 3.0.4 to 3.0.13

[guillo]

I upgraded from version 3.0.4 to 3.0.13 in order to upgrade to 3.1.1 and then to 3.1.7

I went to the UPGRADE file and everything worked fine. Logged into the OTRS and I was able to see all my tickets, costumers, etc.

Then, I tried to create a ticket but got the following error

Error Message: Need TicketID!

Code: Select all

Backend ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Wed Aug 8 15:52:23 2012 Message: Need TicketID! Traceback (1152): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.274.2.3) Line: 118 Module: Kernel::Modules::AgentTicketPhone::Run (v1.178.2.7) Line: 945 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 

And on the APACHE LOG

Code: Select all

[Wed Aug  8 15:52:23 2012] -e: DBD::mysql::db do failed: Table 'otrs.ticket_tr' doesn't exist at C:/PROGRA~1/OTRS/OTRS//Kernel/System/DB.pm line 422.
[Wed Aug  8 15:52:23 2012] -e: Use of uninitialized value in concatenation (.) or string at C:/PROGRA~1/OTRS/OTRS//Kernel/System/Log.pm line 161.
ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Wed Aug  8 15:52:23 2012

 Message: Table 'otrs.ticket_tr' doesn't exist, SQL: 'INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_time, escalation_update_time, escalation_response_time, escalation_solution_time, timeout, service_id, sla_id, until_time, valid_id, archive_flag, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, 0, ?, ?, 0, ?, ?, current_timestamp, ?, current_timestamp, ?)'

 Traceback (1152): 
   Module: Kernel::System::Ticket::TicketCreate (v1.488.2.21) Line: 483
   Module: Kernel::Modules::AgentTicketPhone::Run (v1.178.2.7) Line: 835
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862
   Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Wed Aug  8 15:52:23 2012] -e: Use of uninitialized value in concatenation (.) or string at C:/PROGRA~1/OTRS/OTRS//Kernel/System/Log.pm line 161.
ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Wed Aug  8 15:52:23 2012

 Message: Need TicketID!

 Traceback (1152): 
   Module: Kernel::System::Ticket::TicketFreeTextSet (v1.488.2.21) Line: 3016
   Module: Kernel::Modules::AgentTicketPhone::Run (v1.178.2.7) Line: 855
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862
   Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Wed Aug  8 15:52:23 2012] -e: Use of uninitialized value in concatenation (.) or string at C:/PROGRA~1/OTRS/OTRS//Kernel/System/Log.pm line 161.
ERROR: OTRS-CGI-21 Perl: 5.12.3 OS: MSWin32 Time: Wed Aug  8 15:52:23 2012

 Message: Need TicketID!

 Traceback (1152): 
   Module: Kernel::System::Ticket::TicketFreeTextSet (v1.488.2.21) Line: 3016
   Module: Kernel::Modules::AgentTicketPhone::Run (v1.178.2.7) Line: 855
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862
   Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

Aparently.. the table ticket_tr does not exists... that's weird.. I didn't know I had to create it. How can I fix this??

This is what I did exactly step by step
- Backed up the entire DB (copy the OTRS from mysql db folder and into an external drive)
- Config.pm, GenericAgent.pm and zzauto where also backed up.
- Uninstalled the old version of OTRS. Completly.
- Reboot
- Installed the new version.
- Run the web installer.
- Copy the old OTRS DB from my external drive into the new folder. Config.pm, GenericAgent.pm and zzauto.pm where also placed into their respective folders
- run perl otrs.RebuildConfig.pl
perl otrs.DeleteCache.pl from the CMD
- logged into OTRS, everything looked fine.
- new phone ticket and blam! error

Then I tried the same but now running steps 8, 9 and 10 from the UPGRADE file and I got the same error.

Code: Select all

8) Apply the database changes (part 1/2):
   --------------------------------------

     shell> cd /opt/otrs/

    MySQL:
     shell> cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs
    PostgreSQL:
     shell> cat scripts/DBUpdate-to-3.0.postgresql.sql | psql otrs


9) Run the migration script (as OTRS user, _not_ as root):
   -------------------------------------------------------

   You must execute the migration script to migrate some data from the old database
   structure to the new one. Please run

     shell> scripts/DBUpdate-to-3.0.pl


10) Apply the database changes (part 2/2):
    --------------------------------------

    MySQL:
     shell> cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs
    PostgreSQL:
     shell> cat scripts/DBUpdate-to-3.0-post.postgresql.sql | psql otrs

Any ideas why Am I getting this??

[jojo]

you should not run any scripts on Patch Level update!

Your way should be: 3.0.4 -> 3.1.8

[guillo]

you should not run any scripts on Patch Level update!

Your way should be: 3.0.4 -> 3.1.8

OK... EDIT: article_tr is a table that was created for metrics.
... so forget about it.


- So you are saying that all I should do is copy the old DB and the config files into the new folders and that's it??, leave any script alone... right? (for patch level upgrade)
- What do you mean about "my way"??... Are you suggesting that I should make a full update from 3.0.4 to 3.1.8, or that thats the procedure I'm following right now and it's not correct??

[jojo]

from 3.0.x to 3.1.x you need to follow the UPGRADING file of the 3.1.x version

[guillo]

from 3.0.x to 3.1.x you need to follow the UPGRADING file of the 3.1.x version

Like I said previously, I did... with no errors, everything went silky smooth. But when I tried to create a new ticket, the error that you saw on my first post appeared.

[jojo]

as the table tr is not part of OTRS the error is not caused by OTRS

[guillo]

So I found that there was a trigger on the ticket TABLE making a reference to ticket_tr.

The ticket_tr table is a leftover from the previous admin, god knows why is there. It has no data so I deleted and now everything works fine. I'm still making tests.

Edit: There are several _tr tables on my system. Like jojo said, not part of the OTRS.