otrs 2 upgrade from Ubuntu 12.04 to 14.04 fails - otrs database upgrade incomplete ?

Bug #1343972 reported by koen noens
18
This bug affects 4 people
Affects Status Importance Assigned to Milestone
otrs2 (Ubuntu)
Confirmed
Undecided
Unassigned

Bug Description

When doing a 'do-release-upgrade [-d]" from ubuntu 12.04 LTS to 14.04 LTS on a system where otrs2 is installed (from repositories), the upgrade fails due to a failing upgrade of otrs2

AFAICT, the cause of the problem is that the upgrade of otrs2 requires a database upgrade, and otrs expects you to step through all the versions (i.e. ... -> 3.0 -> 3.1 -> 3.2 -> 3.3 ...)

the upgrade scripts that come with the otrs2 packacke on ubuntu 14.04 seem to miss a step. If I'm reading it right, they start from 3.2 so the upgrade step from 3.0 to 3.1 is missed, resulting in all sorts of errors re. missing tablrs and fields in the database.

As a side effect, OTRS is inaccessible, because the session data can no longer be read correctly, and any login attempt is denied with a "Invalid session" error.

---------------------------------------------------------

documentation:

12.04: apt-cache policy otrs2
otrs2:
  Installed: 3.0.11+dfsg1-1
  Candidate: 3.0.11+dfsg1-1
  Version table:
 *** 3.0.11+dfsg1-1 0
        500 http://be.archive.ubuntu.com/ubuntu/ precise/universe amd64 Packages
        100 /var/lib/dpkg/status

14.04 :
/usr/share/dbconfig-common/scripts/otrs2/upgrade/mysql# ls
3.2.0 3.2.1 3.3.1

and /usr/share/otrs/scripts#
DBUpdate-to-3.2.pl
DBUpdate-to-3.3.pl
DBUpdate-to-3.3.postgresql_before_8_2.sql
DBUpdate-to-3.3.postgresql.sql
DBUpdate-to-3.3.mssql.sql
DBUpdate-to-3.3.mysql.sql
DBUpdate-to-3.3.oracle.sql

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the whole thing results is a botched OS upgrade with several site effects that require their own specific troubleshooting, things such as apache failing to start due to bad (otrs) config, apt and dpkg producing errors because of broken packages they expect to be fixed before they let you do anything else, etc. So i think this issue deserves some attention.

Revision history for this message
koen noens (knpa01) wrote :

extra info

this is the initial error during release upgrade

 ââââââââââââââââââââââââââââ⤠Configuring otrs2 âââââââââââââââââââââââââââââ
 â â
 â An error occurred while upgrading the database:
 â
 â /usr/share/dbconfig-common/scripts/otrs2/upgrade/mysql/3.2.1 exited with
 â non-zero status

and ending with

A fatal error occurred

Please report this as a bug and include the files /var/log/dist-upgrade/main.log and /var/log/dist-upgrade/apt.log in
your report. The upgrade has aborted.

SystemError: E:Sub-process /usr/bin/dpkg returned an error code (1)
Could not install the upgrades

The upgrade has aborted. Your system could be in an unusable state. A
recovery will run now (dpkg --configure -a).

Please report this bug in a browser at
http://bugs.launchpad.net/ubuntu/+source/ubuntu-release-upgrader/+filebug
and attach the files in /var/log/dist-upgrade/ to the bug report.
installArchives() failed

Revision history for this message
Launchpad Janitor (janitor) wrote :

Status changed to 'Confirmed' because the bug affects multiple users.

Changed in otrs2 (Ubuntu):
status: New → Confirmed
Revision history for this message
hkais (r-2) wrote :

are there any updates on this issue? Looks like it is not fixed for about 2 years now?!?

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