[SOLVED] UPGRADE OTRS

[pgoel]

What would be the best way to upgrade from 3.3.1 to 3.3.3?
Do you have to go from 3.3.1 --> 3.3.2 and then --> 3.3.3?
Do you have to go through the entire upgrade process?
Can you please provide a link if there is a document that I can use? (I could only find the major update document)

[crythias]

Read UPGRADING.md
Note that you're maintaining the same minor version level (3.3), so major upgrades aren't as comprehensive.
Windows upgrades are a bit different.

[pgoel]

Thank you for your reply.

I'm on CentOS 6.4. Currently running 3.3.1. UPRGRADING.md indicates upgrade from 3.2.x --> 3.3.x. I want to upgrade from 3.3.1 to 3.3.1

On release notes, the following is the only instruction provided:
From OTRS 3.3.x:
Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.

Upgrading from RPM, "the RPM update automatically restores the old configuration files" (mentioned on the upgrade.html page).

I ran the rpm install and everything is working fine. I did not have to do anything else. Is there anything that I'm missing. Sounds too good to be true!

[Giulio Soleni]

Hi,
unless you had customized part of the software, migration from 3.3.1 to 3.3.3 should be that easy.
However there are some things that you might consider.

1. check the status of any possible package you may have installed on your OTRS system and that may need to be reinstalled (FAQ, ITSM etc...) since sometimes the process update needs also a redeploy or better an update (when available) of the modules.
I do not think that in 3.3.1 >> 3.3.3 migration you need to perform any update on packages, but it's always better to give a check

2. run /opt/otrs/bin/otrs.CheckModules.pl to see if all perl dependencies are satisfied, and in case install the missing perl modules.
Again, I do not think that 3.3.3 perl requirements are different from 3.3.1... but it's better to give a check on that point also.

3. to give the system a fresh cleanup of caches and to be sure that the permissions of all files are correctly set after the upgrade, I would recommend to stop all services, cleanup the system and restart everything with the following sequence:
service otrs stop
/opt/otrs/bin/otrs.Scheduler.pl -a stop --force ...this, should not be needed
service crond stop
service httpd stop
cd /opt/otrs/bin
./otrs.RebuildConfig.pl
./otrs.LoaderCache.pl -o delete
./otrs.DeleteCache.pl
# mind that the following command may take a while to complete and it is only valid for CentOS / RHEL Linux distributions (other Linux distro have different parameters)...
./otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs
service httpd start
service crond start
service otrs start

Finally, to complete the "clean-up" operations, you may also run the following commands to remove "seen flags" for archived tickets and for invalid agents.
/opt/otrs/bin/otrs.CleanupTicketMetadata.pl --archived
/opt/otrs/bin/otrs.CleanupTicketMetadata.pl --invalid-users

... of course a final glance to the otrs logs, to check if actually all works as it should, is always recommended.

HTH
Giulio

[pgoel]

This is really good. Thank you.