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Upgrading the OTRS Framework

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UpgradingtheOTRSFramework
UpgradingtheOTRSFramework
TheseinstructionsareforpeopleupgradingOTRSfromversion3.0to3.1,andapplybothfor RPMandsourcecode(tarball)upgrades. IfyouarerunningalowerversionofOTRSyouhavetofollowtheupgradepathto3.0first(1.1 >1.2>1.3>2.0>2.1>2.2>2.3>2.4>3.0>3.1...)! PleasenotethatifyouupgradefromOTRS2.2orearlier,youhavetotakeanextrastepplease readhttp://bugs.otrs.org/show_bug.cgi?id=6798. Withinasingleminorversionyoucanskippatchlevelreleasesifyouwanttoupgrade.For instanceyoucanupgradedirectlyfromOTRS3.1.1toversion3.1.4.Ifyouneedtodosucha "patchlevelupgrade",youshouldskipsteps9,11and1319. Pleasenotethatforupgradesfrom3.1.beta1or3.1.beta2,anadditionalstep21isneeded! IfyouareusingMicrosoftSQLServerastheDBMSforOTRS,pleaserefertothemanual, chapter"UpgradingMicrosoftSQLServerDataTypes"forinstructionshowtoupgradethedata typesusedbyOTRS(http://doc.otrs.org/3.1/en/html/upgradingmssqldatatypes.html). 1. Stopallrelevantservices. e.g.(dependsonusedservices):
selecii./rnso hl>/t/ntdcotp selecii./otitp hl>/t/ntdpsfxso selecii./pceso hl>/t/ntdaahtp

2. Backupeverythingbelow$OTRS_HOME(default:OTRS_HOME=/opt/otrs): Kre/ofgp enlCni.m Kre/ofgGnrcgn.m enlCni/eeiAetp Kre/ofgFlsZZuop enlCni/ie/ZAt.m vr* a/ aswellasthedatabase 3. Makesurethatyouhavebackedupeverything) 4. Setupnewsystem(optional)

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Ifpossible,trythisinstallonaseparatemachinefortestingfirst. 5. Installthenewrelease(tarorRPM). Withthetarball:

seld/p hl>cot selaxfor...a.z hl>trztsxxxtrg selntsxxxor hl>lsor..ts

Restoreoldconfigurationfiles. Kre/ofgp enlCni.m Kre/ofgGnrcgn.m enlCni/eeiAetp Kre/ofgFlsZZuop enlCni/ie/ZAt.m WiththeRPM:

selpUhor...0.p hl>rmvtsxxx1rm

InthiscasetheRPMupdateautomaticallyrestorestheoldconfigurationfiles. 6. Ownthemes Note:TheOTRSthemesbetween3.0and3.1areNOTcompatible,sodon'tuseyourold themes! Themesarelocatedunder$OTRS_HOME/Kernel/Output/HTML/*/*.dtl(default: OTRS_HOME=/opt/otrs). 7. Setfilepermissions. Ifthetarballisused,execute:

seld/p/ts hl>cotor/ seli/tsStemsin.l hl>bnor.ePrisosp

withthepermissionsneededforyoursystemsetup. 8. Applythedatabasechanges(part1/2):
seld/p/ts hl>cotor/ #MSL yQ: selacit/Bpaet..yq.qyqpurots hl>ctsrpsDUdto31mslsl|mslfotor #PsgeQ.+ otrSL82: selacit/Bpaet..otrslsl|pqts hl>ctsrpsDUdto31psgeq.qslor #PsgeQ,odrvrin: otrSLleesos

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selacit/Bpaet..otrslbfr__.qslor hl>ctsrpsDUdto31psgeq_eoe82sl|pqts

NOTE:IfyouusePostgreSQL8.1orearlier,youneedtoactivatethenewlegacydriverfor theseolderversions.DothisbyaddinganewlinetoyourK r e / o f g p likethis: enlCni.m

$ef>DtbsPsgeqBfr8}=1 Sl{aaaeotrsleoe2

Runthemigrationscript(asuser'otrs',NOTasroot): Youmustexecutethemigrationscripttomigratesomedatafromtheolddatabasestructureto thenewone.Pleaserun:

selcit/Bpaet..l hl>srpsDUdto31p

Applythedatabasechanges(part2/2):
#MSL yQ: selacit/Bpaet.otmslsl|mslfotor hl>ctsrpsDUdto31ps.yq.qyqpurots #PsgeQ.+ otrSL82: selacit/Bpaet.otpsgeq.qslor hl>ctsrpsDUdto31ps.otrslsl|pqts #PsgeQ,odrvrin: otrSLleesos selacit/Bpaet.otpsgeq_eoe82sl|pqts hl>ctsrpsDUdto31ps.otrslbfr__.qslor

9. Refreshtheconfigurationanddeletecaches.Pleaserun:
seli/tsRbidofgp hl>bnor.eulCni.l seli/tsDltCcep hl>bnor.eeeah.l

10. Updateyourwebserverconfiguration Note:thisappliesonlyifyouusetheApachewebservertogetherwithmod_perl2,anddonot usetheconfigurationfiledirectlyfromtheOTRSinstallationdirectory(e.g.withasymlinkfrom theApacheconfigurationdirectory). PleaseaddanewsettingtotheApacheconfigurationfileforOTRS:

#stmdpr2otooeeinefc eo_elpinfrgnrcitrae <oain/tsnhgnrcnefc.l Lctoor/peeiitraep> PrOtosasHaes elpinPreedr <Lcto> /oain

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Pleaseseethefile/opt/otrs/scripts/apache2httpd.include.confforanexampleofwherethis newoptionneedstobeadded(insidethe<IfModulemod_perl.c>block). Inthisfile,youwillalsonoteanewsectiononcaching:

<fouemdhaesc IMdlo_edr.> <ietr/p/tsvrhtdhdc/kn///sah" Drcoy"otor/a/tp/tossis**cscce> <ieMth".csCS$> Flsac\(s|S)" Haeeahotomxae2900mseaiae edrstCceCnrl"ag=520utrvldt" <Flsac> /ieMth <Drcoy /ietr> <ietr/p/tsvrhtdhdc/sjah" Drcoy"otor/a/tp/tosj/scce> <ieMth".j|S$> Flsac\(sJ)" Haeeahotomxae2900mseaiae edrstCceCnrl"ag=520utrvldt" <Flsac> /ieMth <Drcoy /ietr> <IMdl> /foue

Pleaseactivatethisinyourlocalinstallationtoo,andmakesurethatmod_headersisinstalled andactive. 11. Restartyourservices. e.g.(dependsonusedservices):

selecii./rnsat hl>/t/ntdcotr selecii./otitr hl>/t/ntdpsfxsat selecii./pcesat hl>/t/ntdaahtr

Nowyoucanlogintoyoursystem. 12. Checkinstalledpackages Inthepackagemanager,checkifallpackagesarestillmarkedascorrectlyinstalledorifany requirereinstallationorevenapackageupgrade. 13. Checkforencodingissues OTRS3.1onlyallowsUTF8asinternalcharset.NonUTF8installationsofOTRSmustswitch toUTF8. 14. Escalationevents Ifyouwanttousethenewescalationeventsinyoursystem,youneedtoactivatethe correspondingGenericAgentjobinKernel/Config/GenericAgent.pm.Pleaselookinto Kernel/Config/GenericAgent.pm.distforanexampleofhowtodothis. 15. TicketHistory TheTicketHistorytypeTicketFreeTextUpdatewasrenamedtoTicketDynamicFieldUpdate.If

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youhaveanycustomreportingusingthis,pleaseadjustit. 16. Ticketeventhandlers TheEventnameTicketFreeTextUpdate_$Counterwasrenamedto TicketDynamicFieldUpdate_$FieldName.Ifyouhaveanycustomeventhandlersforthese events,pleaseadaptthem. 17. DynamicFielduserpreferencesmodule Ifyouhadoneormoreactivecustomsettingsfor"PreferencesGroups###Freetext",youneed toadaptthemtoworkwiththenewDynamicFieldsengine.ThePrefKeysettingmustbe changedto"UserDynamicField_DynamicField",wherethepartafterthe_isthenameofthe dynamicfield.Existingvalueswouldneedtoberenamedinthedatabaseaswell. 18. Customfreefielddefaultvalueeventhandler IfyouusedtheeventhandlerTicket::EventModulePost###TicketFreeFieldDefault(notactive bydefault),you'llneedtomigrateitsconfigurationtothenewsetting Ticket::EventModulePost###TicketDynamicFieldDefault. TheconfigurationofthisisslightlydifferentwhereyouhadtospecifyaCounterindicatingthe TicketFreeTextnumberpreviously,nowyouneedtospecifythenameoftheDynamicField(for migratedfields,thiswillbeDynamicField_TicketFreeKey$Counterand DynamicField_TicketFreeText$Counter.Youneedtwoseparateentriesnowifyouwanttoset boththekeyandthetextfield. 19. ACLchanges IfyouhaveanyACLsdefinedwhichinvolvefreetextorfreetimefields,youneedtoadjust theseACLdefinitions. Pleasehavealookathttp://doc.otrs.org/3.1/en/html/acl.html.Thereyoucanfindalistofall possibleACLsettings.Ingeneral,youneedtoaddtheprefix"DynamicField_"toexistingfree fielddefinitions,andyoucanaddanew"DynamicField"sectiontothe"Properties"listfor situationswhenaticketdoesnotexistyet. PleasealsonotethatsinceOTRS3.1.5,itispossibletomatcheitherthevaluesofanexisting ticketasitisonthedatabase(newsetting"PropertiesDatabase"),inadditiontotheexisting matchagainstthecurrentvaluesoftheform.Detailscanbefoundat http://doc.otrs.org/3.1/en/html/acl.html. 20. SMIMEfilenames ThisstepisONLYneededifyouuseSMIMEtoencrypt/signyouremails.Youneedtotakethis stepifyouupgradefrom3.0.xORifyouupgradefrom3.1.xbefore3.1.6whileusingOpenSSL 1.xtoencrypt/signyouremails. BetweenOTRS3.0.xand3.1.x,thefilenamingofprivatesecretfilenameschangedandneed tobeupdated.Inaddition,OpenSSL0.9.xand1.xusedifferentalgorithmstocalculatethe certificatehash.Toupdateyourprivatesecretsandcertificatefilenames,pleaserunthis command:

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seli/tsRfehMMKy.l hl>bnor.ersSIEesp

ThisstepmustalsobetakenifyouchangearunninginstallationfromOpenSSL0.9to1.x. 21. DatabaseUpgradeDuringBetaPhase ThisstepisONLYneededifyouupgradefrom3.1.beta1or3.1.beta2!Pleaseapplythe requireddatabasechangesasfollows:

MSL yQ: hl>ctsrpsDUdt..eamslsl|mslfotor selacit/Bpae31bt.yq.qyqpurots PsgeQ.+ otrSL82: hl>ctsrpsDUdt..eapsgeq.qslor selacit/Bpae31bt.otrslsl|pqts PsgeQ,odrvrin: otrSLleesos hl>ctsrpsDUdt..eapsgeq_eoe82sl|pqts selacit/Bpae31bt.otrslbfr__.qslor

22. Welldone!

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