KIX - Forum
Community => Fragen | Konfiguration | Hilfe => Thema gestartet von: Ben Ipinge am 30.05.2017 12:56:31
Good day,
We upgraded to the latest available KIX4OTRS 8.0.12 running on OTRS 5.0.17 & KIXCore 5.0.11, the upgrade went well. However, when you login and click on any item on the navigation menu it doesn't work. You need to manually enter the url to navigate, then only will you be able to use navigation menu item.
And when you go back to the dashboard, the navigation menu items still do not work and the dropdown items are displayed behind the dashlets.
How can we resolve with without breaking compatability?
Regards,
Hi Ben,
its difficult to say, whats going wrong.
Please send me a Screenshot of the ,,Package Manager". Futhermore I need an excerpt of the
OTRS-Log and Apache-Error-Log. (Last 100 entrys)
Regards,
Rico Ullmann
Good day,
I need to register so that I can attach files. However the verification option does not show, so I cannot register.
Can you assist with my registration?
Regards,
Hi Ben,
i have tested the registration process and it works for me. Also the captcha dialog was showing.
Perhaps you shoud delete your cache and try it again or change browser.
Regards,
Rico Ullmann
Good day Rico,
Here are the attachments as requested.
The error log is for today's work.
I started by trying to resolve the package issues which where not compatible with OTRS 5 by manually installing the missing files. However that didn't work so I had to uninstall all the OTRS 4 version only packages.
Regards,
Hi Ben,
after upgrade, did you delete cache and rebuild the config?
Path: <OTRS-Path>/bin
sudo -u www-data ./otrs.Console.pl Maint::Cache::Delete
sudo -u www-data ./otrs.Console.pl Maint::Config::Rebuild
Regards,
Rico Ullmann
Hi Rico,
Almost after every change.
Regards,
Which was your KIX4OTRS version before you decided to upgrade?
Regards,
Rico Ullmann
Rico,
We upgraded from 4.0.22 to 5.0.17 before now updating to 5.0.19
Rico,
Are you part of the Cape IT/KIX team?
Hi Ben,
yes, this is correct.
In your error_log are a lot of permisson issues.
Can you describe me step by step what you did?
Regards,
Rico Ullmann
Hi Rico,
When I upgraded from 4 to 5, I used instructions here: http://doc.otrs.com/doc/manual/admin/5.0/en/html/upgrading.html
When I upgraded from 5.0.17 to 5.0.19, I used the instructions here: http://doc.otrs.com/doc/manual/admin/6.0/en/html/upgrading.html
After upgrading or installing packages I run this sequence of commands under /opt directory:
otrs/bin/otrs.SetPermissions.pl --web-group=www-data
su -c "otrs/bin/otrs.Console.pl Maint::Config::Rebuild" -s /bin/bash otrs
su -c "otrs/bin/otrs.Console.pl Maint::Cache::Delete" -s /bin/bash otrs
Regards,
Hi Ben,
you started with OTRS 4.0.22 and KIX4OTRS 7.1.x??
Regards
Yep
By the way, we also have developed our brand skin that we are applying but it doesn't seem that its the problem.
With KIX4OTRS installed, when I try to open a ticket I get the following error message which is not present when KIX4OTRS is uninstalled.
[error] Can't use string ("2") as a HASH ref while "strict refs" in use at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentTicketZoom.pm line 946.\n[\code]
Rico,
Today, I uninstalled KIX4OTRS and KIXCore. I could access the tickets again but the dashboard navigation menu links still didn't work. Dropdown options are also not popping up.
I have reinstalled them subsequently and everything remains as it was.
Attached is the error log for the day.
Your assistance is highly appreciated.
Regards,
Hi Rico,
Is there perhaps a way to start from scratch and just restore the necessary data such as queues, agents, dynamic fields, ITSM or CMDB, etc..?
Regards,
Hi Ben,
you can dump your data with script "backup.pl" located in "<OTRS-PATH>/scripts".
Example:
./backup.pl -d /tmp
You can restore your database-data with "restore.pl".
Example:
./restore.pl -b /tmp/2017-06-19_08-15/ -d /opt/otrs-5.0.17
If you only wish to restore your database entries, then delete "Applicaton.tar.gz" and "Config.tar.gz", which were build during backup.
Regards,
Rico Ullmann
Hi Rico,
Thanks. Do you think this will be able to resolve these issues? and the backup will only restore the data right?
Regards,
Hi Ben,
i hope so.
Backup your old otrs-directory. Use an new database name for your new installation. If the installation fails, we can go back to your present system.
Regards,
Rico Ullmann
Rico,
What is contained in application.tar.gz and config.tar.gz?
Regards,
Hi Ben,
Config.tar.gz contained all config files below directory "Kernel".
Application.tar.gz includes all files of your OTRS and KIX4OTRS application.
Regards,
Rico Ullmann
Hi Rico,
Some progress made today.
I started from scratch. Restored the database only. Reinstalled all the packages including KIXCore and KIX4OTRS.
The data is restored. The NVD3 error is gone. The navigation menu issue is resolved as well and dropdown items are popping out again.
We now have 1 error that occurs when I try to open an old ticket.
[Mon Jun 19 16:41:03 2017] [error] Can't use string ("2") as a HASH ref while "strict refs" in use at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentTicketZoom.pm line 946.\n
Restarting the server didn't work. What might be the cause with this error?
Hi Ben,
if you installed OTRS 5.0.19 then you need the following packages for KIX4OTRS:
1. OTRS::ITSM => 5.0.19
2. KIXCore => 5.0.12
3. KIX4OTRS => 8.0.13
Have these modules been installed?
Regards,
Rico Ullmann
Hi Rico,
Yep. All the modules have been installed.
Regards,
Ok.
New tickets do not cause problems?
Regards
Rico,
Seems that they are causing problems as well.
I managed to create a ticket, however it is not showing up on the new ticket dashlet. Here is the error message:
Message: No such ConfigItemID (ben.ipinge)!
RemoteAddress: 192.168.229.113
RequestURI: /index.pl?Action=AgentTicketZoom;TicketID=190;OTRSAgentInterface=1j3h6sCfNRxKOlr1f0Nr0jWDHyXCz937
Traceback (7627):
Module: Kernel::System::ITSMConfigItem::ConfigItemGet Line: 339
Module: Kernel::System::ITSMConfigItem::XML::Type::CIClassReference::ExportSearchValuePrepare Line: 166
Module: Kernel::System::ITSMConfigItem::XML::XMLExportSearchValuePrepare Line: 132
Module: Kernel::Output::HTML::Layout::KIX4OTRSITSMConfigManagement::_ExportXMLSearchDataPrepare Line: 900
Module: Kernel::Output::HTML::Layout::KIX4OTRSITSMConfigManagement::KIXSideBarAssignedConfigItemsTable Line: 188
Module: Kernel::Output::HTML::KIXSidebar::LinkedCIs::Run Line: 66
Module: Kernel::Output::HTML::Layout::KIX4OTRS::AgentKIXSidebar Line: 538
Module: Kernel::Modules::AgentTicketZoom::MaskAgentZoom Line: 862
Module: Kernel::Modules::AgentTicketZoom::Run Line: 521
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1054
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 54
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
And when I tried to open the created ticket using the pop message
I get the other error message:
[Tue Jun 20 09:42:59 2017] [error] Can't use string ("2") as a HASH ref while "strict refs" in use at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentTicketZoom.pm line 946.\n
Attached is popup message when ticket was created.
Have you installed any third party packages?
Regards
Yep. Attached is pics with list of packages installed.
Hi Rico,
We need this to work asap and we are willing to pay for your support as this is urgent.
Can you send me the support quote to get this sorted?
Regards,
Hi Ben,
please send us an email with your detailed contact information to sales@cape-it.de.
Insert a Link to this forum post in to your email.
Regards,
Rico Ullmann
Done.
Hi Rico,
While we are waiting for support to be official.
Can you please provide any direction as to what might be causing this error?
[Wed Jun 21 13:25:08 2017] [error] Can't use string ("2") as a HASH ref while "strict refs" in use at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentTicketZoom.pm line 946.\n
I have tested other functions and the ticket access is the only issue we have now.
Regards,
Do we need to perhaps regenerate the existing tickets? or is it a code change process on KIX side?