Upgrading from 2.4.8 to 3.0.8 on Server 2008 w/mssql DB

[robynwarrington]

I am upgrading from OTRS 2.4.8 to 3.0.8 on Windows Server 2008 with a mssql DB on a separate server. I understand how to backup my old system and then uninstall the version 2.4.8. But I can't find any documentation that will help me figure out how to get the new installation "talking" to my mssql DB again. What I have tried so far is installing the new version then replacing the Config.pm file. No dice. Tried installing it as if it is a "new" install, letting it create it's own new DB with mysql then replacing the Config.pm file, still now dice. I always end up with a permissions error for otrs@localhost.
Can anyone point me to documentation or give me step by step installation instructions to get me up and running again?

[ferrosti]

Please read the UPGRADING file in your OTRS 3.0.8 homedir carefully!

[robynwarrington]

Right in the beginning of the instructions UPGRADING in C:\Program Files\OTRS|OTRS\ it says:
These instructions are for people upgrading OTRS from "2.4" to "3.0", and applies both for RPM and source code (tarball) upgrades.

Aren't both of those upgrades for Linux?

I am not seeing any instructions for Windows users with an external mssql database.

[ferrosti]

Just take these steps and do it under windows.

At the very least what you have forgotten is to set permissions, RebuildConfig and DeleteCache. Did you run the migration scripts before starting Apache/IIS?

[robynwarrington]

These are the steps I took:
1. Backed up
Kernel/Config.pm
Kernel/Config/GenericAgent.pm
Kernel/Config/Files/ZZZAuto.pm
and also saved the c:/Program Files/OTRS/OTRS folder to my desktop
I did not back up the database because it is not on the OTRS server but on an mssql server being backed up regularly

2. Uninstalled OTRS 2.4.8
3. Installed OTRS 3.0.9
I did not run the Web Installer
stopped the Apache 2.2 service

4. Copied the original files from previous installation back:
Kernel/Config.pm
Kernel/Config/GenericAgent.pm
Kernel/Config/Files/ZZZAuto.pm

5. Set file permissions by running bin/otrs.SetPermissions.pl perl script

6. run the migration script: at scripts/DBUpdate-to-3.0.pl
applied the database changes at: scripts/DBUpdate-to-3.0-post.mssql.sql
Refreshed the configuration cache and delete caches by running perl script in: bin/otrs.RebuildConfig.pl and bin/otrs.DeleteCache.pl

Restarted services:
Apache 2.2
Cron Service

used the OTRS Agent Interface icon to launch http://localhost/otrs/index.pl

Tried logging in as my original user from previous install and received the message:
Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid

Tried logging in as otrs password hot and received the message:
Login failed! Your username or password was entered incorrectly

Tried logging in as root@localhost no password and received the error and with password root and received the message: Login failed! Your username or password was entered incorrectly

Tried logging in as root@localhost password root and received the message: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid

I checked the ODBC OTRS SQL Server connection and was able to successfully connect to the mssql database with my original installation otrs user configuration.

Not sure what to do next

[MichaelR]

Everything looks to be in order...

It seems OTRS cannot talk to the MSSQL, is something like OTRS\scripts\apache2-perl-startup.pl not set-up correctly for your database?

btw, otrs.SetPermissions.pl is for linux only

[ferrosti]

I am not sure whether these changes were in between 2.3 to 2.4 or from 2.4 to 3.0, but some fields in the mapping as well as user table has been renamed. Have a look at your db structure and make sure it matches the one from your config.

[robynwarrington]

Got it! almost

Here the breakdown again of what I did. (I am still having issues with the ZZZAuto.pm file.)

These are the steps I took:
1. Backed up
Kernel/Config.pm
Kernel/Config/GenericAgent.pm
Kernel/Config/Files/ZZZAuto.pm
and also saved the c:/Program Files/OTRS/OTRS folder to my desktop
I did not back up the database because it is not on the OTRS server but on an mssql server being backed up regularly

2. Uninstalled OTRS 2.4.8
3. Installed OTRS 3.0.9
I did not run the Web Installer
stopped the Apache 2.2 service and Cron service

4. Copied the original files from previous installation back:
Kernel/Config.pm
Kernel/Config/GenericAgent.pm
Kernel/Config/Files/ZZZAuto.pm -(I had to remove this one and restore the original from the new installation. See below)

5. Applied the database changes by running the following scripts on the mssql server: scripts/DBUpdate-to-3.0-post.mssql.sql and scripts/DBUpdate-to-3.0-post.mssql.sql

Restarted services:
Apache 2.2
Cron Service

After restoring the Kernel/Config/Files/ZZZAuto.pm - When I would try and create a new ticket I would receive the error message:
Core.Agent.CustomerSearch is undefined

(?)()@http://help/otrs/index.pl?Action=AgentTicketPhone:708
Ready((function (j, s) {return new b.fn.init(j, s);}))@http://help/otrs-web/js/js-cache/Common ... ab1.js:582
trigger()@http://help/otrs-web/js/js-cache/Common ... fab1.js:37
trigger([object Event])@http://help/otrs-web/js/js-cache/Common ... fab1.js:37

and I lose my connection to the LDAP for the from customer field. Not sure what I am missing for that yet but if I figure it out I will update the forum.

I had to remove the ZZZAuto.pm from the previous installation and restore the original from the new installation which removed any customization I had to the tickets but allowed me to create a new ticket successfully.

[MichaelR]

Delete your caches? OTRS/var/tmp

[ferrosti]

At 5) you run the same SQL twice and you are missing the DBUpdate-to-3.0.pl script. See your UPGRADING file in OTRS root, point 9). Run this script as OTRS user!