[otrs] How to migrate from 3.1.10 to 3.3.4

[sameer khan]

Hi guys,

I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried the database dump, but i see it is not working properly i.e. in package manager on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 version that is from the old system.

I only intend to keep the tickets data, CMDB and related data.

Thanks

 

[Reto Müller]

Hi

As far as I know you have to update first to 3.2 and than to 3.3. I had no problems to upgrade from 3.1 > 3.2 > 3.3 by following the steps in the OTRS documentation.
http://doc.otrs.org/3.3/en/html/upgrading.html

Cheers
Reto

Am 18.02.14 15:27, schrieb sameer khan:

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[Alvaro Cordero]

Also you need to download a install packages for 3.3 then your repository will update to 3.3

Regards

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alv...@gridshield.net
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[sameer khan]

the issue is 3.1.10 and 3.3.4 are different VM, though can i clone the 3.1.0 then do upgrade testing. Also just to point out i am also using kix4otrs for 3.1.10, so if i upgrade it to 3.2.x then will kix4otrs will cause issue ?

Thanks

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From: alv...@gridshield.net
Date: Tue, 18 Feb 2014 08:45:32 -0600
To: ot...@otrs.org
Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4

[Marty Hillman]

If I understand correctly and you are taking a backup of your 3.1 database and restoring it to a different server on 3.3, you still need to run the SQL extents scripts in the installers to do the database modifications.  You would do best to install the 3.1 version on the new system, then upgrade to the 3.2.x path, then to 3.3.  This way you can be sure you did not miss any steps.

[sameer khan]

if i move from 3.1->3.2 do i have to install everything with itsm or just the otrs help desk system will do . can any please clarify what should be installed to move to 3.1->3.2 and then 3.2->3.3.

I have otrs with itsm and kix4otrs installed currently on 3.1

Thanks

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From: mhil...@equuscs.com
To: ot...@otrs.org
Date: Tue, 18 Feb 2014 09:50:38 -0600

[Fabian Reichardt]

Good morning,

 

In my case I did the following, which worked perfectly fine:

 

a. Update all installed AddOns to the latest possible version for OTRS 3.1

b. 3.1.x->3.2.12 (follow the upgrade document found here: http://doc.otrs.org/3.2/en/html/upgrading.html

 

c. Update all installed AddOns to the latest possible version for OTRS 3.2

d. 3.2.12->3.3.3 (follow the upgrade document found here: http://doc.otrs.org/3.3/en/html/upgrading.html

 

e. Update all installed AddOns to the latest possible version for OTRS 3.3

 

I practically did the same thing as you did. Moved to a new server and update to the latest OTRS version, at that time 3.3.3. Worst part was, moving from a Windows server to a CentOS server (the bad part was getting rid of all Windows specific stuff in the config files).

If you move to a CentOS (6.5) server, I can give you a small part of my own upgrade documentation, with which you can easily install/update the AddOns on the server directly using the “otrs.PackageManager.pl”, kind of a checklist thing. (would also work with RHEL 6.5)

 

Just let me know.

 

Cheers,

Fabian

[sameer khan]

@fabian thanks for the update, it would be great if can send me your update documentation, i can modify it for ubuntu if it requires it. just one question by any chance are you using kix4otrs, if so did you updated it as well. 

If some one can suggest, should i update kix4otrs as well. The problem i see is kix4otrs might not be there for 3.2 though i haven't checked.

Thanks

---

From: fabian.r...@cbs-consulting.de
To: ot...@otrs.org
Date: Wed, 19 Feb 2014 06:14:46 +0000

[Alvaro Cordero]

Hello Sameer, If you update the server you will need to update kix4otrs too, good news is Kix4otrs 6.0.0 is available for otrs 3.3.4

http://www.cape-it.de/current-kix4otrs.html

Regards

[David Boyes]

 

I practically did the same thing as you did. Moved to a new server and update to the latest OTRS version, at that time 3.3.3. Worst part was, moving from a Windows server to a CentOS server (the bad part was getting rid of all Windows specific stuff in the config files).

If you move to a CentOS (6.5) server, I can give you a small part of my own upgrade documentation, with which you can easily install/update the AddOns on the server directly using the “otrs.PackageManager.pl”, kind of a checklist thing. (would also work with RHEL 6.5)

 

Consider donating the whole document to the project. Enough people do this that it’d be a valuable addition to the project documentation

[Fabian Reichardt]

Hello All,

 

sure thing, will do! Just have to cleanup the documentation a little bit. Will provide it by the end of tomorrow :)

 

Cheers,

Fabian

 

 

Von: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] Im Auftrag von David Boyes
Gesendet: Mittwoch, 19. Februar 2014 15:58
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] How to migrate from 3.1.10 to 3.3.4

 

 

I practically did the same thing as you did. Moved to a new server and update to the latest OTRS version, at that time 3.3.3. Worst part was, moving from a Windows server to a CentOS server (the bad part was getting rid of all Windows specific stuff in the config files).

[Fabian Reichardt]

As my original message is still sitting in the approval queue, here without attachments.

 

Regards,

Fabian

 

 

Von: Fabian Reichardt

Gesendet: Donnerstag, 20. Februar 2014 13:26
An: User questions and discussions about OTRS.

Betreff: AW: [otrs] How to migrate from 3.1.10 to 3.3.4

 

Hello All,

 

as promised, please find attached the documentation I created for our OTRS upgrade 2.4.5 -> 3.3.3. As this was a German documentation, please bare with me if there are any German screenshots or words in it.

It should be now issue to replace the 3.3.3 files with the 3.3.4 files and then follow the steps shown in the documentation. Unfortunately I do not use KIX4OTRS, as there was now version available for 3.3.3 at that time.

If you have any questions about it, please feel free to ask ;)

 

If there is an issue with the attachments, I’ve uploaded them as a zip file here: https://app.box.com/s/c3xbr03tgfrmg6t2jcp1

 

Regards,

Fabian

Fabian Reichardt
Consultant 

cbs Corporate Business Solutions Unternehmensberatung GmbH 
Im Breitspiel 19 | 69126 Heidelberg
T +49 6221 3304-0 | F +49 6221 3304-200
fabian.r...@cbs-consulting.de  | www.cbs-consulting.com

 

[sameer khan]

Thanks Fabian. I am have successfully upgraded to 3.3.4 but i am having problem with receiving emails and getting the following error:

OTRS-otrs.PostMasterMailbox.pl-10[10365]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running 

i have check the PostMasterMailbox.pl is not running but what i found out that After i create a new Phone ticket the /opt/otrs/var/tmp/CacheFileStorable/DynamicField is getting permission and owner resetted to www-data:www-data.

I have tried fixing the permission or the owner but it is getting resetted back to www-data:www-data

any one know how to fix this.

Thanks

---

From: fabian.r...@cbs-consulting.de
To: ot...@otrs.org

Date: Thu, 20 Feb 2014 16:29:34 +0000
Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4

[Friedrich Kölbel]

Hi,

> Can't create PID PostMasterMailbox, because it's already running

Although it does not seem so, it IS a right-Problem and not a running PostMasterMailbox.

After the new Installation OTRS is creating several Directories with the Apache-Server under:

  /opt/otrs/var/tmp

Usually User and Group is "www-data" which differs from system to system. (wwwrun, www, nogroup, apache, ...)
Since "otrs.PostMasterMailbox.pl" is running as a cron-job as User "otrs" it is possible that it have no rights at the new Subdirs.

In my case it is always the easiest solution to change the owner for several times: (on each problem)

  chown -R otrs:www-data /opt/otrs/var/tmp

Usually "/opt/otrs/bin/otrs.SetPermissions.pl" should also do the trick, but in some cases, it does not.

After you changed the Permissions/Owner you can fix the problem with the PostMasterMailbox by typing:

 /opt/otrs/bin/otrs.UnlockTickets.pl --timeout >> /dev/null

(If you don´t do this, it would be done by cron every hour...)

I am not sure how Apache should "reset" the subdirs to "www-data:www-data" - I think it is more what I wrote above - you might have this problems at the beginning with every NEW subdir and the solution is the same (chown) each time.

Once the full Structure under /opt/otrs/var/tmp is built you won´t have that problem anymore.

Using "otrs.DeleteCache.pl" at any time will not be a problem, since it does not change the Structure.

Regard, Fritz

-- 
-------------------------------------
Friedrich Koelbel
http://www.graz4u.at
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