Upgrading OTRS 3.0.3 to 3.0.4

[KamZor]

Hello,

I was wondering what is the best procedure to upgrade a 3.0.3 OTRS production install to the 3.0.4 one (Source Install / Debian Lenny / MySQL5) ?
The procedure given with the package seems outdated / kind of incomplete.

I've made a database dump,
also backed up my /otrs directory
and the settings in the admin panel menuconfig


I read somewhere that i have to make a backup of my /var/ directory,
I was also wondering what OTRS is storing in this directory ?

Thanks in advance.

[jojo]

whats you operating system

[KamZor]

whats you operating system

Sorry, i'm on Linux, debian Lenny.
I've installed OTRS from sources.

[Mothra]

whats you operating system

Sorry, i'm on Linux, debian Lenny.
I've installed OTRS from sources.

You don't need to back up /var - AFAIK, the only thing OTRS writes to in there is the system log /var/log/messages.

Given that you've already backed everything up, you should just need to:

1. Shut down OTRS, Apache and MySQL
2. Rename the otrs directory
3. Unpack the new otrs directory
4. Re-apply any customisations you made to 3.0.3 (where necessary)
5. Restart everything

It's step 4. that creates real headaches for me, and I'm upgrading using the pre-built RPMs. I can only suggest that diff and vi are your friends here.

[frantek]

I've the same question ... I've been unable to find some real upgrade documentation.

I've a OTRS source setup on Debian lenny and want to upgrade from 3.0.2 to 3.0.4. What do I have to do ?

I consider "Re-apply any customisations you made to 3.0.3 (where necessary)" not to be useful

For my setup I'v followed: http://wiki.otrs.org/index.php?title=In ... 5.04_lenny

TIA

[KamZor]

Thanks for your reply,

Somebody could confirm about the /var directory please ?

Nothing to do with the database to upgrade ???

4. Re-apply any customisations you made to 3.0.3 (where necessary)

Otherwise, you can Export / import customisations from the Panel Admin.

[Mothra]

Thanks for your reply,

Somebody could confirm about the /var directory please ?

Nothing to do with the database to upgrade ???

4. Re-apply any customisations you made to 3.0.3 (where necessary)

Otherwise, you can Export / import customisations from the Panel Admin.

This only restores changes made through the Admin UI - I was referring to file-level changes, such as custom themes. These files are not touched by an RPM upgrade, but you may then be missing out on enhancements/fixes to the Standard templates. This is where manual merging becomes necessary.

[KamZor]

Okay !!

I still don't understand a part : Isn't there any database modification when you upgrade from otrs-3.0.3 to 3.0.4 ??

[jojo]

no

[ptay]

I'd like to add that you want to run otrs.RebuildConfig.pl script as your last step.

[KamZor]

Hello,

I've done everything detailed in this post but there's a problem after upgrading :

When i make a new ticket by sending a mail :

I receive a mail to notify me there is a new ticket, but there isn't any new ticket displayed in the dashboard, and there isn't any customer notification anymore o_O
Any idea ?


Moreother i've some error logs in my syslog :

OTRS-PostMasterMailbox.pl-01[31394]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::new][Line:47]: Module Kernel/System/GeneralCatalog.pm not found!
OTRS-PostMasterMailbox.pl-01[31394]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::new][Line:54]: Module Kernel/System/ITSMConfigItem.pm not found!

[jojo]

the error log looks like you used the ITSM Modules and deinstalled them not correctly

[KamZor]

There isn't any ITSM module listed in the OTRS module pannel.
I've these modules :

FAQ 1.6.92 xxx The FAQ/knowledge base.
Support 1.2.6 xxx Verifies System settings and gives performance tips.
SystemMonitoring 2.2.1 xxx Basic mail interface to System Monitoring Suites. Also [...]

[jojo]

could you try to deinstall the FAQ (this will delete all content of it). Perhaps the beta version is messed up...

[KamZor]

I have upgraded the faq this morning from 1.6.91 to 1.6.92 (If i correctly remember the 1.6.91 wasn't a beta one) and still have the problem (both faq versions)

[jojo]

1.6.91 is Beta 1
1.6.92 is Beta 2
...

[KamZor]

Okay,

I've removed FAQ module and SystemMonitoring module too and tried to send another mail ticket.
Still the same problem (and error logs) =/

[jojo]

could you please do a grep in Kernel/Config/Files/* for GeneralCatalog

[KamZor]

Code: Select all

otrs-3.0.4/Kernel/Config# ls
Defaults.pm  Files  GenericAgent.pm  GenericAgent.pm.dist  GenericAgent.pm.examples  NagiosCheck.pm.example

Code: Select all

find . -name "*" -exec grep -Hn "GeneralCatalog" {} \;
Not any GeneralCatalog in /Config files

Edit :

Code: Select all

otrs-3.0.4/Kernel# find . -name "*" -exec grep -Hn "GeneralCatalog" {} \;
./System/PostMaster/Filter/SystemMonitoring.pm:47:        if ( $Self->{MainObject}->Require('Kernel::System::GeneralCatalog') ) {
./System/PostMaster/Filter/SystemMonitoring.pm:50:            $Self->{GeneralCatalogObject} = Kernel::System::GeneralCatalog->new( %{$Self} );
./System/PostMaster/Filter/SystemMonitoring.pm:346:    my $InciStateList = $Self->{GeneralCatalogObject}->ItemList(

[jojo]

It seems that the parts in SystemMonitoring -> Core::ConfigItem are activated. Please deactivate them

[KamZor]

I've uninstalled / reinstalled SystemManagment and everything seems up again.
Thanks a lot !

[KamZor]

I UP this topic cause the problem came back, and this time i don't know how to fix it.
Any idea would be appreciable

Thanks in advance