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UPGRADING.md

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Upgrading OTRS from 3.2 to 3.3

These instructions are for people upgrading OTRS from 3.2 to 3.3, and applies both for RPM and source code (tarball) upgrades.

Please note that OTRS 3.3 requires at least perl version 5.10.0. Make sure before you plan your upgrade that your server runs this version. You can check the version with the command perl -v on the command line. The only known Linux distribution that uses perl 5.8 and is still supported by its vendor is Red Hat Enterprise Linux (RHEL) 5 and its community supported derivative CentOS 5. If you're on any of these platforms and you plan to upgrade to OTRS 3.3 you should also plan migrating your operating system to a version with a supported perl, such as RHEL 6 or CentOS 6.

If you are running a lower version of OTRS you have to follow the upgrade path to 3.2 first (1.1->1.2->1.3->2.0->2.1->2.2->2.3->2.4->3.0->3.1->3.2->3.3 ...)! You need to perform a full upgrade to every version in between, including database changes and the upgrading perl script.

Please note that if you upgrade from OTRS 2.2 or earlier, you have to take an extra step; please read http://bugs.otrs.org/show_bug.cgi?id=6798

Within a single minor version you can skip patch level releases if you want to upgrade. For instance you can upgrade directly from OTRS 3.3.1 to version 3.3.4. If you need to do such a "patch level upgrade", you should skip steps 9 and 13-16.

Please note that if you perform a patch level upgrade from OTRS 3.3.6 or earlier, you need to activate a new cron job that controls the scheduler process. Please copy the file /opt/otrs/var/cron/scheduler_watchdog.dist to /opt/otrs/var/cron/scheduler_watchdog and update your crontab with /opt/otrs/bin/Cron.sh start (as "otrs" user, not root).

  1. Stop all relevant services

e. g. (depends on used services):

shell> /etc/init.d/cron stop
shell> /etc/init.d/postfix stop
shell> /etc/init.d/apache stop

stop the OTRS scheduler:

shell> cd /opt/otrs/
shell> bin/otrs.Scheduler.pl -a stop
  1. Backup everything below $OTRS_HOME (default: OTRS_HOME=/opt/otrs)
  • Kernel/Config.pm
  • Kernel/Config/GenericAgent.pm
  • Kernel/Config/Files/ZZZAuto.pm
  • var/*
  • as well as the database
  1. Make sure that you have backed up everything ;-)
  1. Setup new system (optional)

If possible try this install on a separate machine for testing first.

  1. Install the new release (tar or RPM)

With the tarball:

shell> cd /opt
shell> mv otrs otrs-old
shell> tar -xzf otrs-x.x.x.tar.gz
shell> mv otrs-x.x.x otrs

Restore old configuration files

  • Kernel/Config.pm
  • Kernel/Config/GenericAgent.pm
  • Kernel/Config/Files/ZZZAuto.pm

Restore TicketCounter.log

In order to let OTRS continue with the correct ticket number, restore the TicketCounter.log to $OTRS_HOME/var/log/ (default: OTRS_HOME=/opt/otrs). This is especially important if you use incremental ticketnumbers.

Restore article data

If you configured OTRS to store article data in the filesystem you have to restore the article folder to $OTRS_HOME/var/ (default: OTRS_HOME=/opt/otrs).

With the RPM:

shell> rpm -Uvh otrs-x.x.x.-01.rpm

In this case the RPM update automatically restores the old configuration files.

  1. Own themes

Note: The OTRS themes between 3.2 and 3.3 are NOT compatible, so don't use your old themes!

Themes are located under $OTRS_HOME/Kernel/Output/HTML/*/*.dtl (default: OTRS_HOME=/opt/otrs)

Please also note that dtl-Files must be in utf-8 from OTRS 3.3 on.

  1. Set file permissions

If the tarball is used, execute:

 shell> cd /opt/otrs/
 shell> bin/otrs.SetPermissions.pl

with the permissions needed for your system setup.

For example:

  • Web server which runs as the OTRS user:

      shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=otrs /opt/otrs

  • Webserver with wwwrun user (e. g. SUSE):

      shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=wwwrun /opt/otrs

  • Webserver with apache user (e. g. Red Hat, CentOS):

      shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs

  • Webserver with www-data user (e. g. Debian, Ubuntu):

      shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs
  1. Check needed Perl modules

Verify that all needed perl modules are installed on your system and install any modules that might be missing.

 shell> /opt/otrs/bin/otrs.CheckModules.pl
  1. Apply the database changes
 shell> cd /opt/otrs/

SCHEMA UPDATE

MySQL:

Note: new tables created in the MySQL UPGRADING process will be created with the default table storage engine set in your MySQL server. In MySQL 5.5 the new default type is InnoDB. If existing tables, e.g. "users", have the table storage engine e.g. MyISAM, then an error will be displayed when creating the foreign key constraints.

You have two options: you can change the default storage engine of MySQL back to MyISAM so that new tables will have the same engine as the existing tables, or change the existing tables to use InnoDB as storage engine.

Any problems with regards to the storage engine will be reported by the otrs.CheckDB.pl script, so please run it to check for possible issues.

shell> bin/otrs.CheckDB.pl

shell> cat scripts/DBUpdate-to-3.3.mysql.sql | mysql -p -f -u root otrs

PostgreSQL 8.2+:

shell> cat scripts/DBUpdate-to-3.3.postgresql.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs

PostgreSQL, older versions:

shell> cat scripts/DBUpdate-to-3.3.postgresql_before_8_2.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs

NOTE: If you use PostgreSQL 8.1 or earlier, you need to activate the new legacy driver for these older versions. Do this by adding a new line to your Kernel/Config.pm like this:

$Self->{DatabasePostgresqlBefore82} = 1;

DATABASE MIGRATION SCRIPT

Run the migration script (as user otrs, NOT as root):

shell> scripts/DBUpdate-to-3.3.pl

Do not continue the upgrading process if this script did not work properly for you. Otherwise data loss may occur.

  1. Refresh the configuration cache and delete caches

Please run (as user otrs, NOT as root):

shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl
  1. Restart your services

e. g. (depends on used services):

shell> /etc/init.d/apache start
shell> /etc/init.d/postfix start
shell> /etc/init.d/cron start

Now you can log into your system.

  1. Check installed packages

In the package manager, check if all packages are still marked as correctly installed or if any require reinstallation or even a package upgrade.

The following packages are automatically uninstalled after the upgrade process (if they where installed before):

  • OTRSPostMasterFilterExtensions
  • OTRSFreeTextFromCustomerUser
  • OTRSExternalTicketNumberRecognition
  • OTRSDashboardQueueOverview
  • OTRSImportantArticles
  • OTRSImportantArticlesITSM
  • OTRSDashboardTicketCalendar
  • OTRSMultiServiceSelect
  • OTRSMultiQueueSelect
  • OTRSDynamicFieldMultiLevelSelection
  • OTRSEventBasedTicketActions
  • OTRSTicketAclEditor
  • OTRSCustomerProcessSelection
  • OTRSACLExtensions
  • OTRSGenericStandardTemplates
  • OTRSExtendedDynamicDateFieldSearch
  • OTRSDashboardTicketOverviewFilters
  1. Check config settings of OTRSFreeTextFromCustomerUser

Note: This only applies if you used the package OTRSFreeTextFromCustomerUser previously.

If you used this module previously, you need to reconfigure it. The module is automatically uninstalled by the upgrading script as it is now a part of the OTRS framework.

If you want to keep using it, please enable the setting "Ticket::EventModulePost###930-DynamicFieldFromCustomerUser" to activate this feature and configure the mapping in the setting "DynamicFieldFromCustomerUser::Mapping".

  1. Import your ACLs to the new ACL editor (optional)

In OTRS 3.3, there is a graphical editor for ACLs in the administration interface. You will need to import your existing ACLs (e.g. in Config.pm or additional files) to the editor by using bin/otrs.ImportACLsFromConfig.pl in order to make them available in the editor. Please make sure to delete any ACLs from Config.pm (or other files) after successfully finishing the import procedure. Also you will need to use the deploy button in the ACL administration frontend in order to re-deploy the imported ACLs to your system.

  1. Update your web server configuration

Note: this applies only if you use the Apache web server, and do not use the configuration file directly from the OTRS installation directory (e. g. with a symlink from the Apache configuration directory).

Please update the the Apache configuration file for OTRS as there have been several changes (see scripts/apache2-httpd.include.conf).

  1. Update and activate cronjobs

There are several OTRS default cronjobs in $OTRS_HOME/var/cron/*.dist. They can be activated by copying them without the ".dist" filename extension. Do this to make sure you get the latest versions of the cronjobs and new cronjobs as well.

shell> cd var/cron
shell> for foo in *.dist; do cp $foo `basename $foo .dist`; done

Please check the copied files and re-apply any customizations that you might have made.

To schedule these cronjobs on your system, you can use the script Cron.sh. Make sure to execute it as the OTRS system user!

shell> /opt/otrs/bin/Cron.sh start

Note: From OTRS 3.3.7 OTRS Scheduler uses a cronjob to start-up and keep alive. Please make sure that scheduler_watchdog cronjob is activated.

  1. Well done!