OTRS 3.0.11 has to be migrated from a windows server

[Shanthini]

OTRS 3.0.11 is installed on a windows server A.
I wish to migrate the OTRS from windows server A to B.

Kindly confirm if the below procedure is fine:
1)Install OTRS 3.0.11 on windows server B which does not have Apache or MySQL already installed on it.
As I find the below document in admin manual:
you should only install OTRS on Windows systems that don't
already have an installation of Apache or another web server, or MySQL.

Ques: What if server B has Apache already on it. How to procede further.

2)Make database on server B to point to data on server A.

Ques: how to do it? Should I do a sqldump and then copy the data on server B?

Kindly guide me the exact procedure to do it.
Thanks in advance.

[crythias]

Can't provide an exact procedure.

Ques: What if server B has Apache already on it. How to procede further.

You'll need to make sure the apache config on the destination server contains the Directives relating to OTRS on the source server.
The linux version of the directives look like: https://github.com/OTRS/otrs/blob/rel-3 ... clude.conf
The Windows version should have different paths but the concepts should be the same. Look for maybe an otrs.conf in the OTRS Apache (I'm not running OTRS on Windows)
Restart apache after config.

Ques: how to do it? Should I do a sqldump and then copy the data on server B?

Sounds like a plan. although you'd sqldump and then import the dump to a database that is created on server B and has a user assigned to it.
Make sure the Config.pm reflects the permissions on destination box.

All this is just conjecture, though. The documentation saying don't install on existing is to prevent having to walk you through these type of questions.

[Shanthini]

Thanks Crythias for your answer.

Can you please guide me on the clear steps of how to migrate OTRS 3.0.11 from windows server A to windows server B.
I'll ensure that windows server B does not have Apache or MySQL already installed on it.
I've downloaded otrs-3.0.11-win-installer-2.4.4.exe from the OTRS site.

My understandings:
1)I should double-click on otrs-3.0.11-win-installer-2.4.4.exe on windows server B.(I'm not sure what are the fields it would ask during instllation. Apart from the source and destination server what are the other data that is needed to be filled to complete installation?).
2)I need to check if the OTRS installation has been successfully completed on windows server B. (How should I do it?)

Now comes the most important part:
I have to move the OTRS data which contains the ticket information from windows server A to windows server B.
3)I know that some services like apache has to be stopped,otrs data and database data has to be backed up, server B has to take the database data for ticket information, required services has to be started again.(Please explain in detail the procedure to achieve the same.)

Also give me light on how much downtime it would take for the migration. Once data is copied how to disable the working of windows server A which had earlier been the OTRS server and how to make windows server B the new OTRS server.

[crythias]

I need to check if the OTRS installation has been successfully completed on windows server B. (How should I do it?)

I'd say if it runs without errors and allows you to see the OTRS interface with a browser is a good start.

I know that some services like apache has to be stopped,otrs data and database data has to be backed up, server B has to take the database data for ticket information, required services has to be started again.(Please explain in detail the procedure to achieve the same.)

You should read more about MySQL backup and restore from the MySQL documentation.

[Shanthini]

Can you please explain the step by step procedure to achieve by query stated in subject line.
Thanks in advance.

[Shanthini]

Dear Crythias,

I need to migrate OTRS 3.0.11 from windows server A to windows server B.
Also window server B has to be later upgrated to OTRS latest version 3.2.9.

Please suggest the right procedure.
1)Install OTRS 3.0.11 on windows server B and copy the sqldump data from windows server A.
2)Install OTRS 3.2.9 on windows server B and copy the sqldump data from windows server A.

Also please suggest if you have better plans.

Thanks in advance.

With Regards,
Esther Shanthini.

[Shanthini]

Also please let me know what are the windows services that has to be stopped which taking data back up of tickets and OTRS.

[jojo]

Please don't open several threads for the same.

please read the mysql manual for the commands you need to dump the database and run the resulting sql files.

[Shanthini]

Please don't open several threads for the same.

Dear Jojo,

Both are two different topics.
One is with upgradation and other is with migration.
Also it would be great if you can provide answers to my query in few steps the exact procedure which would save time for me.
Thanks in advance.

With Regards,
Esther Shanthini.

[crythias]

Please suggest the right procedure.
1)Install OTRS 3.0.11 on windows server B and copy the sqldump data from windows server A.

You should read more about MySQL backup and restore from the MySQL documentation.

Also window server B has to be later upgrated to OTRS latest version 3.2.9.

3.0.x -> 3.1.latest -> 3.2.latest
viewtopic.php?f=62&t=15680#p60612
viewtopic.php?f=60&t=18543
http://www.youtube.com/watch?v=sf0R-reMTWc

[Shanthini]

Thanks for your reply Crythias.
When I open web-installer in windows server A from where I need to migrate the contents I'm getting the message,
Your browser is too old.. try upgrading etc., How can I download sysconfig files without opening web-installer? Any alternate measures?
BTW the reason for that error? What are the measures to overcome it?

[crythias]

How can I download sysconfig files without opening web-installer?

don't open web-installer. you use your admin interface of your already running system.

Go to admin, sysconfig, export settings.

[wurzel]

Hi,

it is all discribed in doc.otrs.org

save config files
save $OTRSHOME/var/*
dump databse

built up a new system - do it manually (read UPRADING, and README.database files)
import database
restore ZZZAuto.pm
Change new Config.pm to your needs
otrs.RebuildConfig

Disable Compatibilty Mode in IE (or use another browser)

Sorry for that post. But your questions seem as you did not spent any time in reading posts, or documentation.

All your answers are answered already

If you don't get this simple task done, please, PLEASE go to otrs.com and hire some comercial help.

Flo

[Shanthini]

Hi,

it is all discribed in doc.otrs.org

Wurzel,

I would like to bring to your kind information that most of the information I required was given by a topic suggested by Crythias and I did not get it doc.otrs.org

restore ZZZAuto.pm
If you don't get this simple task done, please, PLEASE go to otrs.com and hire some comercial help.

Are you sure if you want to restore ZZZ.Auto.pm? I doubt if it would be needed as we would have exported the old sysconfig settings and import it in our new server.
Please don't call it simple... What is easy for u may not be easy for another.Your words hurt.

I had to migrate OTRS from one windows server to another windows server:
I knew a back up of OTRS and database has to be taken from server A. OTRS has to be installed on server B.
Then OTRS data has to be moved from A to B.
But I was not clear even after reading the document of how to achieve this migration for OTRS.

Thanks to Crythias for sharing the relevant details which gave me clear understanding and also not wounding others.
Anyways, as suggested by you I will read more on OTRS to understand on it better. Thanks for it.

[Shanthini]

Thanks Crythias for the posts and video link which helped me understand n below:
Server A:
1)Back up OTRS folder.
2)Stop services like mysql, apache, crown related to OTRS.
2)Export Sysconfig file and save it.
3)Using sqldump creat backup of database.

Server B:
1)Install OTRS and during installation uncheck open web installer.
2)Create database and copy the database backup and run the upgrade database scripts.
3)Open web installer and import sysconfig settings.

Thanks again for your help.

Also please let me know on the below,
Is replacing Config.pm alone is sufficient as explained in video or should we replace GenericAgent.pm and ZZZAAuto.pm as explained in the thread?

I have a basic query which might sound too simple but please bear with me.
I have OTRS 3.0.11 running fine on Windows server A present in a different location.
My task is to migrate the OTRS and ticket data from that server to Windows server B in another location.
Now my question is, After installing OTRS in windows server B and moving all the sysconfig and database data to windows server B will OTRS work fine in both Server A and B? I mean if both servers have same data on OTRS to which server the ticket data will move after migration?

[wurzel]

Hi,

I would like to bring to your kind information that most of the information I required was given by a topic suggested by Crythias and I did not get it doc.otrs.org

restore ZZZAuto.pm
If you don't get this simple task done, please, PLEASE go to otrs.com and hire some comercial help.

Are you sure if you want to restore ZZZ.Auto.pm? I doubt if it would be needed as we would have exported the old sysconfig settings and import it in our new server.
Please don't call it simple... What is easy for u may not be easy for another.Your words hurt.

I am sure. I read on doc.otrs.org:

Code: Select all

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
(...)
Setup new system (optional)
(...)
Restore old configuration files.

    Kernel/Config.pm

    Kernel/Config/GenericAgent.pm

    Kernel/Config/Files/ZZZAuto.pm
(...)

It is always the same. Backup/Restore or Backup/Restore/Migrate.

In the end It is not important if it is the same system or a new one...
And you may not restore ZZZAuto.pm. But then you'll loose your sysconfig settings.
But, as you have written export/import your sysconfig is (nearly) the same.
So you'll be fine

Flo

[crythias]

You can't run mysqldump if you stop mysql service.

My task is to migrate the OTRS and ticket data from that server to Windows server B in another location.

I think you have established that previously.

After installing OTRS in windows server B and moving all the sysconfig and database data to windows server B will OTRS work fine in both Server A and B?

Unless you did something destructive to Server A, if you start services, it will be the same as if you rebooted the computer. However, if ServerA is scheduled to fetch email, you will want to make sure that those email accounts in ServerA are invalid/disabled/deleted or you will either have duplicate tickets or missing tickets in ServerB.
ServerB will work or not.

[Shanthini]

And you may not restore ZZZAuto.pm. But then you'll loose your sysconfig settings.
But, as you have written export/import your sysconfig is (nearly) the same.

Thanks Wuzrel for your gentle answer.
Now I understand overwriting of Config.pm is mandatory and either ZZZAuto.pm could be overwritten or sysconfig data could be imported (As I understand from you it contains the same data.)

Can you please confirm if generic agent.pm has to be overwritten or not? Because I'm planning to import Sysconfig settings. Will Sysconfig contains data be present in ZZZAuto.pm and Generic agent.pm? Which one is more advisable(importing sysconfig or overwriting ZZZAuto.pm)?

Thanks in advance for your answer.

In the lighter note, please don't call this task simple as I got this doubt not because I did not read properly the documents , but because I read extensively the threads and the video. Just kidding..

[Shanthini]

if ServerA is scheduled to fetch email, you will want to make sure that those email accounts in ServerA are invalid/disabled/deleted or you will either have duplicate tickets or missing tickets in ServerB.
ServerB will work or not.

I find some Email Addresses and postmaster Mail accounts in windows server A. I understand that this will be automatically imported through sysconfig in windows server B. Kindly correct me if I'm wrong.

But once Windows server B is up and running fine with all the ticket data, I have to manually delete email addresses in email settings of windows server A and also disable mysql, apache and cronw services in windows server A to avoid duplication of tickets in server B. Kindly correct me if I'm wrong.

In this time both Windows server A and Window server B would have same data.
But people would still use the old URL for connecting OTRS. Eg. http://ServerA/otrs/index.pl, but I want to display in the following manner when people click the old URL.
OTRS has been migrated from Server A to Server B. Kindly use the URL http://ServerB/otrs/index.pl (It should be a hyperlink which would redirect to that page) henceforth to access OTRS. Kindly guide me on the step by step procedure to achieve this.

[Shanthini]

Dear Crythias,

I checked in windows server A and found the following DB scripts pertaining to version 3.0 and others were previous versions. Kindly let me know if I have to run all the scripts or only the highlighted scripts.

DBUpdate-to-3.0.db2.sql
DBUpdate-to-3.0.ingres.sql
DBUpdate-to-3.0.mssql.sql
DBUpdate-to-3.0.mysql.sql
DBUpdate-to-3.0.oracle.sql
DBUpdate-to-3.0.pl
DBUpdate-to-3.0.postgresql.sql
DBUpdate-to-3.0-post.db2.sql
DBUpdate-to-3.0-post.ingres.sql
DBUpdate-to-3.0-post.mssql.sql
DBUpdate-to-3.0-post.mysql.sql
DBUpdate-to-3.0-post.oracle.sql
DBUpdate-to-3.0-post.postgresql.sql

Also please let me know how to find the password for root in mysql and root@localhost for OTRS as it is needed for installation.

Thanks in advance for your help.

[crythias]

But people would still use the old URL for connecting OTRS. Eg. http://ServerA/otrs/index.pl, but I want to display in the following manner when people click the old URL.
OTRS has been migrated from Server A to Server B. Kindly use the URL http://ServerB/otrs/index.pl (It should be a hyperlink which would redirect to that page) henceforth to access OTRS. Kindly guide me on the step by step procedure to achieve this.

Depends. If you plan to end of life the old server and have no other customer pieces, change ServerA's DNS records to point to ServerB's IP.
Or change the login URL in sysConfig on ServerA. (this means the OTRS apache and mysql still runs, but you should disable cronw and email)
Edit Config Settings in Framework -> Frontend::Agent
LoginURL
Edit Config Settings in Framework -> Frontend::Customer
CustomerPanelLoginURL

The value should be http://ServerB/otrs/index.pl or customer.pl

Kindly let me know if I have to run all the scripts or only the highlighted scripts.

You run the scripts according to the readme, according to your version, and according to your database. If you're already on 3.0, none of the listed entries are valid. You are not updating TO 3.0 because you are AT 3.0.

Also please let me know how to find the password for root in mysql and root@localhost for OTRS as it is needed for installation.

I don't know. It might have been established when you used the installer.

[wurzel]

Hi,

Thanks Wuzrel for your gentle answer.
Now I understand overwriting of Config.pm is mandatory and either ZZZAuto.pm could be overwritten or sysconfig data could be imported (As I understand from you it contains the same data.)

Can you please confirm if generic agent.pm has to be overwritten or not? Because I'm planning to import Sysconfig settings. Will Sysconfig contains data be present in ZZZAuto.pm and Generic agent.pm? Which one is more advisable(importing sysconfig or overwriting ZZZAuto.pm)?

ZZZAuto.pm is your sysconfig
GenericAgent.pm is your file based generic agent
Config.pm is global system setting. I would recommend, on new systems, not to restore it, but make copy/paste from old Config.pm manually.

i had experiences with restoring a complete Config.pm on a Windows system results in errors.

Flo

[Shanthini]

I read the below in documentation:

Installing OTRS on Microsoft Windows systems
Important
The Win32 installer for OTRS contains all needed components for OTRS, i.e. the Apache
web server, the MySQL database server, Perl (with all needed modules) and Cron for
Windows. For that reason you should only install OTRS on Windows systems that don't
already have an installation of Apache or another web server, or MySQL.

So I understand that Tomcat(as it is a web server) should not be on the system where we would install OTRS.
What about JRE or JDK? Can we have Java installed on the machine in which OTRS will be migrated?

Awaiting for your reply.

[jojo]

OTRS does not use Java

[crythias]

What about JRE or JDK? Can we have Java installed on the machine in which OTRS will be migrated?

as OTRS doesn't use Java, this shouldn't be a problem. (nor office, nor any other particular app. No need to ask.)

The issue with tomcat, IIS, nginx, skype, VNC, or any other web server is just to prevent conflict of use of port 80, which is the default for install of apache. It can be changed within the apache config, but ... it comes down to this: The people who know what this means, don't need to really ask about it, or they'll ask a specific question because they know what they need to tweak but it isn't working for them. The people who don't know what this means are the reason the documentation is set to indicate it's the only thing running on the server. It is impossible to verify and certify it will work with X but not with Y. The real question is, "Did you try it? Did it break anything?"

[Shanthini]

What about JRE or JDK? Can we have Java installed on the machine in which OTRS will be migrated?

The real question is, "Did you try it? Did it break anything?"

Thanks for that detailed answer Crythias. I just wanted to double confirm before installing Java on that m/c as I don't want it to affect my OTRS and hence asked that question