[otrs] Backup/Restore

Maurice James

unread,

May 4, 2009, 9:46:54 PM5/4/09

to ot...@otrs.org

Isnt the backup/restore script supposed to back the entire OTRS installation up? I recently had a server crash and had to rebuild my OTRS installation from scratch. When I restored the the OTRS installation using the resotre.pl script, the only tables that got restored was the article tables. All of the other data is gone i.e users, queues etc. Did I do something wrong or is backup.pl not meant to perform a complete OTRS system backup?

Any help is appreciated

Frans Stekelenburg

unread,

May 5, 2009, 5:41:33 AM5/5/09

to User questions and discussions about OTRS.

Hi Maurice,

backup.pl (and restore.pl) should enable you to do a full rebuild. I have used it to setup a shadow/test system.

However you have to make sure that:

- The backup.pl script runs without ANY errors!

- To use ‘–t fullbackup’ when do a backup to get ALL data

- The database is empty (dropped) when restoring

I usually use:

# ./backup.pl -d /opt/otrs/restore -r 20 -t fullbackup

Check the files in the output directory (-d), what files do you have?

Check the contents of the ‘DatabaseBackupo.sql.gz’ file, of the backup.

Here is how to check what tables are in the sql data file (gzip -cd DatabaseBackup.sql.gz | more):

# cd /opt/otrs/<your restore dir>/<the backup data dir>

# gzip -cd DatabaseBackup.sql.gz | grep 'CREATE TABLE'

gr,

Frans

Maurício Ramos

unread,

May 5, 2009, 8:53:50 AM5/5/09

to User questions and discussions about OTRS.

Hi, we were able to perform a full restore executing these steps:

1. Perform a full new OTRS install including the step through the browser (i.e: http://newserver/otrs/installer.pl). In this step, it can be informed the correct root password that was in use in the production OTRS that crashed or let it for step 4

2. Set correct owner and group of directory /opt/otrs

3. Drop otrs database created on step 1. In our case, through mysql prompt

linux> mysql –u root –p

mysql> drop database otrs;

4. Reset otrs root password for the one used in production environment that crashed if not did in step 1

mysql> SET PASSWORD FOR ‘otrs’@’newserver’ = PASSWORD(‘<the production password>’);

5. Recreate otrs database

mysql> create database otrs;

6. Perform restore

linux> /opt/otrs/scripts/restore.pl –b <backup dir> -d /opt/otrs

Where <backup dir> is the path until the directory whose name is the timestamp of the backup generated, i.e, /tmp/2009-03-13_11-49

This was how we were able to do it without any errors in the restore , there may be others. Hope this helps.

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Maurice James
Sent: segunda-feira, 4 de maio de 2009 22:47
To: ot...@otrs.org
Subject: [otrs] Backup/Restore

Isnt the backup/restore script supposed to back the entire OTRS installation up? I recently had a server crash and had to rebuild my OTRS installation from scratch. When I restored the the OTRS installation using the resotre.pl script, the only tables that got restored was the article tables. All of the other data is gone i.e users, queues etc. Did I do something wrong or is backup.pl not meant to perform a complete OTRS system backup?

Any help is appreciated

Stefano Coletta

unread,

May 5, 2009, 9:24:06 AM5/5/09

to User questions and discussions about OTRS.

You should backup also the article dir in otrs/var directory if you
separated the attachment storage from DB, otherwise all your messages
will not have the attachments.

Use something like:

start_time=$(/bin/date +"%F.%T" | /usr/bin/tr -s : _)
/bin/tar -cpjSf $start_time-otrsarticles.tar.bz2 /opt/otrs/var/article

Make a cron job of this in conjuction to the backup.pl and you are done.

Greetings,
Stefano Coletta

Unidata S.p.a.
Via Portuense, 1555 - 00143 Roma
Commercity - Modulo M25
Tel +39 06404041
Fax +39 0640404002
E-mail s.co...@unidata.it

> ------------------------------------------------------------------------
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/

Frans Stekelenburg

unread,

May 5, 2009, 9:52:53 AM5/5/09

to User questions and discussions about OTRS.

Maybe a OTRS version thing, but our backup.pl (v2.3.3) _does_ include
this var/article dir when '-t fullbackup' is specified;

[root@otrs restore]# ls -1 2009-05-05_08-42/
Application.tar.gz
Config.tar.gz
DatabaseBackup.sql.gz

root@otrs restore]# tar tvzf 2009-05-05_08-42/Application.tar.gz |more
drwxr-xr-x otrs/apache 0 2009-05-05 00:56:44 ./
-rw-rw-r-- apache/apache 7395 2008-10-02 04:06:45 ./TODO
drwxrwxr-x otrs/apache 0 2009-03-21 01:37:23 ./var/
drwxrwsr-x otrs/apache 0 2009-04-25 14:50:03 ./var/article/
drwxrwsr-x otrs/apache 0 2009-04-01 00:00:04 ./var/article/2009/
drwxrwsr-x otrs/apache 0 2009-01-31 00:00:01
./var/article/2009/01/
drwxrwsr-x otrs/apache 0 2009-01-19 23:50:02
./var/article/2009/01/19/
drwxrwsr-x otrs/apache 0 2009-01-19 12:21:39
./var/article/2009/01/19/132/
-rwxrwsr-x otrs/apache 636 2009-01-19 12:21:39
./var/article/2009/01/19/132/plain.txt
<...>

gr,
Frans

> -----Original Message-----
> From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf
Of

Stefano Coletta

unread,

May 5, 2009, 10:05:10 AM5/5/09

to User questions and discussions about OTRS.

Yes, you are right.

Sorry.

--
Saluti,
Stefano Coletta

Unidata S.p.a.
Via Portuense, 1555 - 00143 Roma
Commercity - Modulo M25
Tel +39 06404041
Fax +39 0640404002
E-mail s.co...@unidata.it

Maurice James

unread,

May 5, 2009, 7:24:23 PM5/5/09

to User questions and discussions about OTRS.

All of my articles and attachments are stored in the database. Would I still
have to perform this step?

-----Original Message-----
From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of
Stefano Coletta
Sent: Tuesday, May 05, 2009 9:24 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Backup/Restore

Maurice James

unread,

May 5, 2009, 7:28:20 PM5/5/09

to User questions and discussions about OTRS.

Hi,

Is this all of the out put that I should see from the gzip command?

#gzip -cd DatabaseBackup.sql.gz | grep 'CREATE TABLE'

CREATE TABLE `article` (

CREATE TABLE `article_attachment` (

CREATE TABLE `article_flag` (

CREATE TABLE `article_plain` (

CREATE TABLE `article_search` (

CREATE TABLE `article_sender_type` (

CREATE TABLE `article_type` (

CREATE TABLE `auto_response` (

CREATE TABLE `auto_response_type` (

CREATE TABLE `bench_test` (

CREATE TABLE `calendar_event` (

CREATE TABLE `calendar_event_involved` (

CREATE TABLE `customer_company` (

CREATE TABLE `customer_preferences` (

CREATE TABLE `customer_user` (

CREATE TABLE `faq_attachment` (

CREATE TABLE `faq_category` (

CREATE TABLE `faq_category_group` (

CREATE TABLE `faq_history` (

CREATE TABLE `faq_item` (

CREATE TABLE `faq_language` (

CREATE TABLE `faq_log` (

CREATE TABLE `faq_state` (

CREATE TABLE `faq_state_type` (

CREATE TABLE `faq_voting` (

CREATE TABLE `follow_up_possible` (

CREATE TABLE `generic_agent_jobs` (

CREATE TABLE `group_customer_user` (

CREATE TABLE `group_role` (

CREATE TABLE `group_user` (

CREATE TABLE `groups` (

CREATE TABLE `link_object` (

CREATE TABLE `link_relation` (

CREATE TABLE `link_state` (

CREATE TABLE `link_type` (

CREATE TABLE `mail_account` (

CREATE TABLE `notifications` (

CREATE TABLE `object_link` (

CREATE TABLE `package_repository` (

CREATE TABLE `personal_queues` (

CREATE TABLE `postmaster_filter` (

CREATE TABLE `process_id` (

CREATE TABLE `queue` (

CREATE TABLE `queue_auto_response` (

CREATE TABLE `queue_preferences` (

CREATE TABLE `queue_standard_response` (

CREATE TABLE `role_user` (

CREATE TABLE `roles` (

CREATE TABLE `salutation` (

CREATE TABLE `search_profile` (

CREATE TABLE `service` (

CREATE TABLE `service_customer_user` (

CREATE TABLE `service_sla` (

CREATE TABLE `sessions` (

CREATE TABLE `signature` (

CREATE TABLE `sla` (

CREATE TABLE `standard_attachment` (

CREATE TABLE `standard_response` (

CREATE TABLE `standard_response_attachment` (

CREATE TABLE `support_bench_test` (

CREATE TABLE `system_address` (

CREATE TABLE `theme` (

CREATE TABLE `ticket` (

CREATE TABLE `ticket_history` (

CREATE TABLE `ticket_history_type` (

CREATE TABLE `ticket_index` (

CREATE TABLE `ticket_lock_index` (

CREATE TABLE `ticket_lock_type` (

CREATE TABLE `ticket_loop_protection` (

CREATE TABLE `ticket_priority` (

CREATE TABLE `ticket_state` (

CREATE TABLE `ticket_state_type` (

CREATE TABLE `ticket_type` (

CREATE TABLE `ticket_watcher` (

CREATE TABLE `time_accounting` (

CREATE TABLE `user_preferences` (

CREATE TABLE `users` (

CREATE TABLE `valid` (

CREATE TABLE `web_upload_cache` (

CREATE TABLE `xml_storage` (

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Frans Stekelenburg
Sent: Tuesday, May 05, 2009 5:42 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Backup/Restore

Hi Maurice,

Maurice James

unread,

May 5, 2009, 7:57:41 PM5/5/09

to User questions and discussions about OTRS.

Do you know if the backup script has a size limit or a timeout setting? I did gzip -cd DatabaseBackup.sql.gz | grep 'CREATE TABLE' on my failed restore and it only displayed 4 tables article, article_attachment, article_plain, article_flag

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Frans Stekelenburg
Sent: Tuesday, May 05, 2009 5:42 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Backup/Restore

Hi Maurice,

Reply all

Reply to author

Forward