Upgrading from 3.2.x to 3.3.9

[tabz786]

Hi there,

I am currently experiencing an issue when performing the upgrade. I was able to use the the windows installer to install upgrade OTRs which was done sucessfully. Only snag is now that ITSM requires to be re-installed so i downloaded the the ITSM 3.3 bundle and when trying to install it it i get an error saying "Internal error". When i try to individually install ITSM it comes up with the internal error.

I then try re-install the current itsm and get the below error message.

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Backend ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: MSWin32 Time: Tue Oct 7 16:01:30 2014 Message: Sorry, can't install/upgrade package, because the framework version required by the package (3.2.x;) does not match your Framework (3.3.9)! RemoteAddress: 192.168.1.161 RequestURI: /otrs/index.pl Traceback (4828): Module: Kernel::System::Package::_CheckFramework (OTRS 3.3.9) Line: 2573 Module: Kernel::System::Package::PackageReinstall (OTRS 3.3.9) Line: 595 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.3.9) Line: 849 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.9) Line: 871 Module: C:/Program Files (x86)/OTRS/OTRS/bin/cgi-bin/index.pl (unknown version) Line: 41

Any guidance would be appreciated.

TAbz786

[jojo]

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Backend ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: MSWin32 Time: Tue Oct 7 16:01:30 2014 [color=#FF0000]Message: Sorry, can't install/upgrade package, because the framework version required by the package (3.2.x;) does not match your Framework (3.3.9)[/color]! RemoteAddress: 192.168.1.161 RequestURI: /otrs/index.pl Traceback (4828): Module: Kernel::System::Package::_CheckFramework (OTRS 3.3.9) Line: 2573 Module: Kernel::System::Package::PackageReinstall (OTRS 3.3.9) Line: 595 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.3.9) Line: 849 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.9) Line: 871 Module: C:/Program Files (x86)/OTRS/OTRS/bin/cgi-bin/index.pl (unknown version) Line: 41

Don't hit reinstall on the module, you have to use the module for OTRS 3.3.

[tabz786]

Hi JoJo

Okay But i have tried installing ITSM bundle 3.39.opm and get the below error message:

Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, webmaster@somenet.com and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

tabz786

[jojo]

did you check the apache error log as stated in the error message?

[tabz786]

when i check the error log its hsows this error:

[Tue Oct 7 16:22:06 2014] index.pl: CGI.pm open of tmpfile /ITSM-3.3.9.opm failed: No such file or directory, referer: http://otrs/otrs/index.pl?Action=AdminPackageManager


Am i suppose to place the file in a special folder or something?

Tabz786

[tabz786]

Hi,

So has anyone else have this problem?

Any suggestions would be grateful.

Thank you.

Tabz786

[Giulio Soleni]

Hi,
did you try otrs.PackageManager.pl instead of the Admin web console?
I always prefer to use command line to install/upgrade/remove opm modules, since that's a more verbose process and I can check very quickly if the process hangs or if something goes wrong.
In Linux the command to issue would be:
/opt/otrs/bin/otrs.PackageManager.pl -a upgrade -p /<path where you downloaded the opm>/ITSM-3.3.9.opm
guess in Windows is more or less the same...