Move to Production

[chetannagaonkar]

Hello,

Once the OTRS deployment is done on development server and tested, what are the steps to move it to production such that history and other unnecessary details are not reflected? The system should be able to used afresh so that when reports are generated, they don't take historical data tested on development server.

Thanks.
Best Regards
Chetan

[crythias]

If you modified the schema of the database, you'll want to make sure you modify it again on the new one, but otherwise, if you don't copy the database, you won't copy tickets...

[chetannagaonkar]

Thanks Crythias. So, if I simply copy all the files under OTRS folder, should it suffice? Will it copy the groups/roles/notifications and all configurations that I would have created on dev server too? Is there a way to copy the customizations and just configurations but not the tickets to Prod server from dev server and Go Live?

Best Regards
Chetan

[crythias]

Why not copy the whole database (mysqldump/restore) and use generic agent to delete tickets?

[ferrosti]

Why not delete first and then export?

You should have a look at your article* and ticket* tables. Empty all the ones that contain data, not the detail tables!
On a first look these should be:
- article
- article_attachment
- article_plain
- article_search
- ticket
- ticket_history
- ticket_index
- ticket_watcher

It is important then to reset the tables counter for its auto_id columns. This can either be done using mysql workbench or by editing the mysqldump itself.

After all, do not forget to reset your TicketCounter under $OTRSHOME/var/log.

[chetannagaonkar]

Thank you Crythias and Ferrosti.

I think that I got the answers. To sum up, can you just confirm if I delete the data listed in below tables after mirrorring the entire Linux server, should it suffice? I may not have to reset the Ticketcounter if I am using DateCheckSum, right? That way, the configuration would still remain intact and the tickets would start getting created afresh in the new system. Correct me if I have missed something pls.

Best Regards
Chetan

[ferrosti]

Back it all up and give it a try.
I have never done this and there is no warranty to give on that. But a close look on the database reveals that these are the tables which are frequently in use or their lookup tables.

[chetannagaonkar]

In case, if I need to make the existing dev server as Prod server, I believe that deleting the records from the below tables should suffice, right ?
- article
- article_attachment
- article_plain
- article_search
- ticket
- ticket_history
- ticket_index
- ticket_watcher

Also, I may not have to reset the Ticketcounter if I am using DateCheckSum, right? Can someone share their thoughts on this pls?

Thanks.
Best Regards
Chetan

[crythias]

probably, yes. Nobody here wants to say, "yes", because we don't want to be held to it. To be safer, you may consider using Generic Agent to delete your tickets.
If you're using DateCheckSum, no, you should not have to reset the counter.

[chetannagaonkar]

I wanted to ensure that my understanding, at least, about DateCheckSum is correct. Thanks, Crythias

[chetannagaonkar]

I was able to remove all records from the specified tables. Everything seems to be working as expected. The 7-day stats graph still reflects the history though. I don't see any relevant table from where I can remove the data. Anybody know where does it reflect the data from pls?

Best Regards
Chetan

[crythias]

My guess is that these stats are cached, because if I recall correctly, they aren't real time.

[chetannagaonkar]

Thanks, Crythias. Your guess was right. I checked it today and the chart is reflecting correctly. There should be a way of clearing the cache though.

Best Regards
Chetan

[ferrosti]

Did you ever read the manuals?

For cache deletion use

Code: Select all

$OTRS_HOME/bin/otrs.DeleteCache.pl

[chetannagaonkar]

I cleared off all the data from database before going Live and then everything seems to be working correctly. However, the escalations that were being tested earlier still seem to send escalation mails daily (although those tickets don't exist in the system now). Is there any file/folder that I need to clear it too. I had cleared only relevant tables from database while going Live. Any help would be highly appreciated.

Chetan