OTRS Agent Portal Not working After Update from 6.0.17 to 6.0.18 Community Edition


Hey Folks!

I was landed into trouble after upgrading OTRS 6.0.17 Community edition to 6.0.18.

Problem Description :

OTRS Agent Portal not working after update from 6.0.17 to 6.0.18.

Error: "The browser you are using is too old. This software runs with a huge lists of browsers, Please upgrade to one of these. Please see the documentation or ask your admin for further information".

Error Shown below.


My Google chrome web browser version was up to date at the same time but still facing same issue.


I restarted httpd, mysql and otrs services but doesn't help, I've also tried several different Operating Systems (Windows 10, SUSE, Ubuntu and CentOS) and browsers (all the latest versions) Firefox, Chrome, Edge, Opera, and Vivaldi all resulting in the same result.

======================================================================
STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM
======================================================================
1) sudo su - otrs -c "/opt/otrs/bin/otrs.Daemon.pl stop"
2) sudo su - otrs -c "/opt/otrs/bin/Cron.sh stop"
3) rpm -Uvh otrs-6.0.18-01.noarch.rpm
4) sudo su - otrs -c "/opt/otrs/bin/otrs.Daemon.pl start"
5) sudo su - otrs -c "/opt/otrs/bin/Cron.sh start"

=====================================================================
RESOLUTION
=====================================================================
This Problem occurred due to framework and bug found in OTRS Update Package, OTRS has identified as BUG # 14540.

in order to resolve this issue we have to reset framework and run workaround script to point framework on appropriate directory.


Step 2 : Connect Server with SSH and Login as SuperUser ( Root )

Step 3 : Copy "CommonJS-Juan.yaml" file to /opt/otrs folder. ( Use WinSCP Tool if you are using windows 10 )

Step 4 : run command below

su -c "bin/otrs.Console.pl Admin::Config::Update --setting-name='Loader::Agent::CommonJS###000-Framework' --source-path CommonJS-Juan.yaml" -s /bin/bash otrs

Step 5 : delete cache files created by script

su -c "bin/otrs.Console.pl Maint::Loader::CacheCleanup" -s /bin/bash otrs

Step 6 : Restart apache server " systemctl restart httpd "

Step 7 : now it should fix the issue.

Note : This is a workaround it should work with all systems but if your system has a specific custom configuration set than this may not work. for further help post issue on https://bugs.otrs.org/ 

Thank you!!















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