otrs upgrade is failing from ubuntu 12.04 to 14.04

What is the output of:

file /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm

Thanks

Thanks for the quick reply:

file /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm
/usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm: symbolic link to `/var/lib/otrs/Config/ZZZAuto.pm'

Strange. Are there any bugs reported?

I assume that there are wrong file protection settings. From your output in the otterhub forum post:

ls -l /var/lib/otrs/Config/ZZZAuto.pm
-rw-rw-r-- 1 www-data root 4420 Apr 15 17:06 /var/lib/otrs/Config/ZZZAuto.pm

ls -l /var/lib/otrs/
total 256
-rw-r--r-- 1 root root 186289 Okt 11 2011 ARCHIVE
drwxrwsr-x 2 otrs www-data 4096 Nov 6 2007 article
drwxrwxr-x 2 root www-data 4096 Apr 7 2014 Config

One of the files is group: www-data, owner: root, and the other one is the other way round group: root, owner: www-data. And another one is owned by otrs.
This looks quite strange to me, I would have expected rather consistent protection settings across the files.

Have you already tried doing a complete removal of otrs and a then installing it again?

A possible workaround could be to open the protection settings for the file referred to I the error message, doing the upgrade, and then setting the protection code back to the value it had before.

Manfred, thank you for your reply.

No I have not tried it. I am worring about the impacts on the real system since it is production. Is there any problem expectable on reinstalling otrs? (means configuration files are lost or mysql datatables are modified)?

do you mean with a reinstall following?
apt-get remove otrs2
apt-get install otrs2

Yes, with "remove and install again" I thought of
sudo apt-get remove otrs2
sudo apt-get install otrs2

In theory this should not touch the data files of otrs, but just remove and recreate the program files.
Before overwriting configuration files the package management system should ask for your decision (keep the old one or overwrite with the package-provided version).

You might also try an in-place reinstall with
sudo apt-get install --reinstall otrs2

This should even more keep the data files and configuration settings.

I just tried digging into the otrs packages, and it seems to me that the file referred in the message (ZZZAuto.pm) seems not to be
provided by the package, but apparently is created during installation by the postinst script.

The postinst script creates the file and sets the protection settings, and I see that your current settings are different.

chown root:www-data /var/lib/otrs/Config/Files/ZZZAuto.pm
chmod 0660 /var/lib/otrs/Config/Files/ZZZAuto.pm

I suggest that you re-set the file protection (with the two commands above) and then try again.

(Disclaimer: I have never used otrs myself, and I am not aware of potential implications if you lose your current data.)