Thanks Leonardo. The file /etc/httpd/conf.d/zzz_otrs.conf looks to be the same as the one in the RPM (same mod time & character count, I’ve not actually done a diff on them). Also SELinux is disabled. The RPM install preserved my (modified) /opt/otrs/Kernel/Config.pm file, so I’ve also tried replacing that with the one out of the package, but that didn’t make any difference either. I’ve also spotted that the ‘Directory index forbidden by Options directive: /var/www/html/’ error occurs frequently on our working 3.x systems so I think that’s probably not relevant. My line of least resistance here is probably to remove the old 4.0 install and start again afresh with version 5, since there’s not much on it that I actually want. Still a bit odd though. Phil From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leonardo Certuche Sent: 21 October 2015 17:23 To: User questions and discussions about OTRS. Subject: Re: [otrs] Issues when attempting to upgrade between OTRS 4.0 and 5.0 It seems more like an issue with apache than otrs. Have you tried overwriting the file /etc/httpd/conf.d/otrs.conf from a functional otrs 5 installation to your migrated environment? Check also SELinux. El 21/10/2015 10:45 a. m., "Stanford, Philip N." mailto:pns@noc.ac.uk> escribió: Hi I had a working OTRS 4 test system, minimally configured, built on Centos 6.7 The system included OTRS::ITSM and packages such as FAQ, Master-Slave etc. I thought I would upgrade that to the released version of OTRS 5. I followed the procedure in http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html for upgrading using the RPM, and didn’t note any errors. Apache starts OK, and can display the basic ‘unconfigured’ web page at the bare domain address. If I go to http://myhost.mydomain/otrs/index.pl although I initially get the login page, once I authenticate, there’s then a pause and I then get ‘Internal Server Error’ on the web page and errors such as these in the Apache error log: [Wed Oct 21 13:27:31 2015] [error] [client x.x.x.x] Directory index forbidden by Options directive: /var/www/html/ [Wed Oct 21 13:28:56 2015] [error] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentMasterSlavePrepareTicket.pm line 31.\n If I go to http://myhost.mydomain/otrs/customer.pl, similarly, I get the initial customer login page, but then the same ‘Internal Server Error’ , followed by this error in the Apache log: [Wed Oct 21 14:01:09 2015] [error] [Wed Oct 21 14:01:09 2015] -e: Got no ConfigObject! at /opt/otrs//Kernel/Output/HTML/CustomerHeaderMetaFAQSearch.pm line 24.\n I’ve tried stopping Apache, rebuilding the OTRS config and flushing the cache (as ‘otrs’ userid not root, as advised in the installation instructions) but it doesn’t make any difference. After the first occurrence, I don’t get the login box again, just the ‘internal server error’ on the web page. There’s no errors in /var/log/messages. Normally when upgrading between versions (major or minor) the ‘base’ OTRS upgrade works fine, and I do the OTRS::ITSM, FAQ etc packages via the Package Manager. I should add that I’ve tried using IE10 on a PC and current versions of Chrome and Safari on a Mac so the issue isn’t related to browser. Any thoughts would be appreciated. Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

Hi Alvaro, thanks very much for that suggestion, which enabled me to fix the issues. Initially I didn’t spot that you’d included the direct link to the Package Manager page below, so I used the command-line method of deleting the two packages which my Apache error messages had suggested might have been implicated (FAQ and Master-Slave): /opt/otrs/bin/otrs.Console.pl Admin::Package::Uninstall FAQ /opt/otrs/bin/otrs.Console.pl Admin::Package::Uninstall OTRSMasterSlave (I had tried to ‘Upgrade’ FAQ using the command line but that didn’t work because of the difference in framework versions – that seems an inconsistency since you can upgrade using the web interface). Of course using ‘Uninstall’ resulted in the FAQ tables being deleted, which was fine for my test system but clearly wouldn’t have been good for a production one. Anyway it may well have been that I could have gone directly to the https://myhost.mydomain/otrs/index.pl?Action=AdminPackageManager link even when those two packages were still installed. The Package Manager web interface then let me upgrade the ITSM packages and re-install / upgrade the others with no problems. I see that the upgrading instructions http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html do have a section ‘Step 9: Check installed packages’ – it would be handy if that contained the advice to go direct to the https://myhost.mydomain/otrs/index.pl?Action=AdminPackageManager page if there are issues on logging into OTRS after the upgrade as it wasn’t obvious to me that this might have worked. Anyway many thanks for your help! Regards Phil From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: 21 October 2015 21:47 To: User questions and discussions about OTRS. Subject: Re: [otrs] Issues when attempting to upgrade between OTRS 4.0 and 5.0 Hello, That looks very similar to the errors that occur when migrating from otrs 3.x to otrs 4.x. That occurs because of the still unmigrated ITSM modules, if you put the url to the packages, it should show that the ITSM packages are not correctly deployed and if oyu ypgrade them too, the errors should disappear. https://myhost.mydomain/otrs/index.pl?Action=AdminPackageManager Regards 2015-10-21 12:48 GMT-06:00 Stanford, Philip N. mailto:pns@noc.ac.uk>: Thanks Leonardo. The file /etc/httpd/conf.d/zzz_otrs.conf looks to be the same as the one in the RPM (same mod time & character count, I’ve not actually done a diff on them). Also SELinux is disabled. The RPM install preserved my (modified) /opt/otrs/Kernel/Config.pm file, so I’ve also tried replacing that with the one out of the package, but that didn’t make any difference either. I’ve also spotted that the ‘Directory index forbidden by Options directive: /var/www/html/’ error occurs frequently on our working 3.x systems so I think that’s probably not relevant. My line of least resistance here is probably to remove the old 4.0 install and start again afresh with version 5, since there’s not much on it that I actually want. Still a bit odd though. Phil From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Leonardo Certuche Sent: 21 October 2015 17:23 To: User questions and discussions about OTRS. Subject: Re: [otrs] Issues when attempting to upgrade between OTRS 4.0 and 5.0 It seems more like an issue with apache than otrs. Have you tried overwriting the file /etc/httpd/conf.d/otrs.conf from a functional otrs 5 installation to your migrated environment? Check also SELinux. El 21/10/2015 10:45 a. m., "Stanford, Philip N." mailto:pns@noc.ac.uk> escribió: Hi I had a working OTRS 4 test system, minimally configured, built on Centos 6.7 The system included OTRS::ITSM and packages such as FAQ, Master-Slave etc. I thought I would upgrade that to the released version of OTRS 5. I followed the procedure in http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html for upgrading using the RPM, and didn’t note any errors. Apache starts OK, and can display the basic ‘unconfigured’ web page at the bare domain address. If I go to http://myhost.mydomain/otrs/index.pl although I initially get the login page, once I authenticate, there’s then a pause and I then get ‘Internal Server Error’ on the web page and errors such as these in the Apache error log: [Wed Oct 21 13:27:31 2015] [error] [client x.x.x.x] Directory index forbidden by Options directive: /var/www/html/ [Wed Oct 21 13:28:56 2015] [error] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentMasterSlavePrepareTicket.pm line 31.\n If I go to http://myhost.mydomain/otrs/customer.pl, similarly, I get the initial customer login page, but then the same ‘Internal Server Error’ , followed by this error in the Apache log: [Wed Oct 21 14:01:09 2015] [error] [Wed Oct 21 14:01:09 2015] -e: Got no ConfigObject! at /opt/otrs//Kernel/Output/HTML/CustomerHeaderMetaFAQSearch.pm line 24.\n I’ve tried stopping Apache, rebuilding the OTRS config and flushing the cache (as ‘otrs’ userid not root, as advised in the installation instructions) but it doesn’t make any difference. After the first occurrence, I don’t get the login box again, just the ‘internal server error’ on the web page. There’s no errors in /var/log/messages. Normally when upgrading between versions (major or minor) the ‘base’ OTRS upgrade works fine, and I do the OTRS::ITSM, FAQ etc packages via the Package Manager. I should add that I’ve tried using IE10 on a PC and current versions of Chrome and Safari on a Mac so the issue isn’t related to browser. Any thoughts would be appreciated. Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Alvaro Cordero Retana Consultor de Tecnologias Tel: 22585757 ext 123 Email: alvaro@gridshield.netmailto:alvaro@gridshield.net [http://www.gridshield.com/images/gs-signature.png] ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________