Laurent, I read the announcement. If you read my email I explicitly state that I ran the script: cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs But, I still get the error that this is supposed to fix. Whenever I do an update/upgrade, I do the following: 1. rpm -U filename 2. Then, I run the update script as needed for that update. 3. I then run: service httpd restart service mysqld restart service crond restart service otrs start That's all that I do. Is there something wrong with these steps? -Jeff Laurent Minost wrote:

Hi Jeff,

I think you need to read this announcement on top of the download page : http://otrs.org/download/

interested links : - http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=192 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=192 - http://lists.otrs.org/pipermail/announce/2007/000076.html

Best regards,

Laurent MINOST

Le vendredi 10 août 2007 à 08:01 -0700, Jeff Shepherd a écrit :

...

Hello,

I decided to upgrade our OTRS installation on Fedora 3 from 2.2.1 to 2.2.2. After downloading the RPM, then running:

rpm -U otrs-2.2.2-01.i386.rpm

I ran the MySQL update script that you're supposed to run:

cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs

However, when I run that, I get:

[root@calltrkr scripts]# cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs ERROR 1060 at line 13: Duplicate column name 'first_response_time' ERROR 1060 at line 14: Duplicate column name 'solution_time' [root@calltrkr scripts]#

Now, when I try to login to OTRS, I get:

* Software error:*

Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1409.

For help, please send mail to the webmaster, giving this error message and the time and date of the error.

Isn't this what the update script is supposed to fix?

Our ticket system is now down, any ideas?

Thanks for the help!

-Jeff

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Laurent, When we began using OTRS, the newest version they had for Fedora was only supported up to Fedora Core 3. I'm interested in upgrading to either Fedora 7 or Fedora 6. However, do you have any suggestions or possibly even a basic summary of steps that I can do to make sure that all existing tickets get moved to the new system? Thank you for the help thus far! -Jeff Laurent Minost wrote:

Jeff,

Same as Nils, everything went OK when I upgraded from 2.2.1 to 2.2.2 with the two SQL statements addon provided on the download page ( done on Fedora 7 and RedHat EL4).

But as a difference, I prefer using a new OTRS install by backuping old dirs/SQL dump then rpm -e old otrs package and then rpm -ivh new package, then i set back all my config changes needed and all my customizations on source code by a home-made shell script using diff and patch against old and new version ... I got some strange things for others packages when rpm -Uvh sometimes ...

Best regards,

Laurent MINOST

Le vendredi 10 août 2007 à 08:34 -0700, Jeff Shepherd a écrit :

...

Laurent, I read the announcement. If you read my email I explicitly state that I ran the script:

cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs

But, I still get the error that this is supposed to fix.

Whenever I do an update/upgrade, I do the following:

1. rpm -U filename 2. Then, I run the update script as needed for that update. 3. I then run: service httpd restart service mysqld restart service crond restart service otrs start

That's all that I do. Is there something wrong with these steps?

-Jeff

Laurent Minost wrote:

...

Hi Jeff,

I think you need to read this announcement on top of the download page : http://otrs.org/download/

interested links : - http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=192 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=192 <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=192 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=192> - http://lists.otrs.org/pipermail/announce/2007/000076.html

Best regards,

Laurent MINOST

Le vendredi 10 août 2007 à 08:01 -0700, Jeff Shepherd a écrit :

...

Hello,

I decided to upgrade our OTRS installation on Fedora 3 from 2.2.1 to 2.2.2. After downloading the RPM, then running:

rpm -U otrs-2.2.2-01.i386.rpm

I ran the MySQL update script that you're supposed to run:

cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs

However, when I run that, I get:

[root@calltrkr scripts]# cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs ERROR 1060 at line 13: Duplicate column name 'first_response_time' ERROR 1060 at line 14: Duplicate column name 'solution_time' [root@calltrkr scripts]#

Now, when I try to login to OTRS, I get:

* Software error:*

Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1409.

For help, please send mail to the webmaster, giving this error message and the time and date of the error.

Isn't this what the update script is supposed to fix?

Our ticket system is now down, any ideas?

Thanks for the help!

-Jeff

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I finally got it to work by running rpm -U Then adding the --force to it. I'm not sure why, but this seemed to install everything and now it works. Thank you to those that provided feedback and help. -Jeff Nils Breunese (Lemonbit) wrote:

Laurent Minost wrote:

...

Same as Nils, everything went OK when I upgraded from 2.2.1 to 2.2.2 with the two SQL statements addon provided on the download page ( done on Fedora 7 and RedHat EL4).

But as a difference, I prefer using a new OTRS install by backuping old dirs/SQL dump then rpm -e old otrs package and then rpm -ivh new package, then i set back all my config changes needed and all my customizations on source code by a home-made shell script using diff and patch against old and new version ... I got some strange things for others packages when rpm -Uvh sometimes ...

rpm -U has always worked fine for us.

Nils Breunese. ------------------------------------------------------------------------

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Laurent Minost wrote:

For the information, I had some problems with rpm -Uvh otrs ( on latest 2.2.1 to 2.2.2 upgrade ) while upgrading with modified files of the 2.2.1 rpm presents ( we customise some files to our needs) and these files were not upgraded to the 2.2.2 version, even not a .rpmnew or .rpmsave was create.

So that's "good" in a certain point of view to prevent our modified files not being overwritten by new package files but that's not a good thing because it prevents us having the latest version of files from 2.2.2 in any way.

rpm -ivh was better in this case, like others cases in which I had the same type of thing with specific rpms ... maybe some packages built problems ? ( not properly managing upgrade with .rpmnew/.rpmsave file creation ? )

We don't modify any files, so that may be why we didn't encounter any problems. You should file a bug at bugs.otrs.org if you believe this to be a problem with the packages. Nils Breunese.

Hi Nils, I did check the escalation_response_time and escalation_solution_time tables, they're there. When I run those commands in MySQL again, I get an "ERROR 1060: Duplicate column name 'escalation_response_time'" and the same for escalation_solution_time. I did restart the processes as needed: service httpd restart service mysqld restart service otrs start Any other suggestions? -Jeff Nils Breunese (Lemonbit) wrote:

Jeff Shepherd wrote:

...

I decided to upgrade our OTRS installation on Fedora 3 from 2.2.1 to 2.2.2. After downloading the RPM, then running:

rpm -U otrs-2.2.2-01.i386.rpm

I ran the MySQL update script that you're supposed to run:

cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs

However, when I run that, I get:

[root@calltrkr scripts]# cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs ERROR 1060 at line 13: Duplicate column name 'first_response_time' ERROR 1060 at line 14: Duplicate column name 'solution_time'

Those errors should be no problem.

Do you have escalation_response_time and escalation_solution_time columns in your ticket table? If not, you might want to add them (from http://bugs.otrs.org/show_bug.cgi?id=2020 which was linked in the official 2.2.2 announcement (http://lists.otrs.org/pipermail/announce/2007/000076.html)):

ALTER TABLE ticket ADD escalation_response_time INTEGER; ALTER TABLE ticket ADD escalation_solution_time INTEGER;

...

[root@calltrkr scripts]#

Now, when I try to login to OTRS, I get:

Software error: Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1409. For help, please send mail to the webmaster, giving this error message and the time and date of the error.

Isn't this what the update script is supposed to fix?

Our ticket system is now down, any ideas?

Did you restart otrs and httpd? ('service otrs restart' and 'service httpd restart')

The upgrade went ok on our systems (CentOS 4).

Nils Breunese ------------------------------------------------------------------------

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