Skip to main content

Upgrading OTRS 3.1 to 3.2.1

After noting that our OTRS (www.otrs.org) was complaining about a major release update pending I took the plunge this morning and set about upgrading it. Initially I ran through the normal upgrade procedure and couldn't log on. Oops. Maybe I need to pay more attention here? Turns out there are quite a few caveats about this upgrade, and I'm hoping that what I note here will assist you - especially the database upgrade stuff. That was a bit of a surprise!

Initially I ran my normal otrs_pre_upgrade.sh script which stops services and backs everything up. That script looks like this:

#!/bin/bash
service cron stop
service apache2 stop
NOW=`date +%F`mkdir /root/backup/$NOW
BDIR=/root/backup/$NOW
cp -R /opt/otrs/Kernel/Config.pm $BDIR
cp -R /opt/otrs/Kernel/Config/GenericAgent.pm $BDIR
cp -R /opt/otrs/Kernel/Config/Files/ZZZAuto.pm $BDIR
cp -R /opt/otrs/var/ $BDIR
/opt/otrs/scripts/backup.pl -d $BDIR

Usually I then ln -s otrs-new otrs and run my upgrade script - but something failed along the way. Here is what I found:

Firstly, there are a lot more PERL modules required in 3.2 - these three caught me out:

  • YAML::XS
  • DBD::ODBC
  • JSON::XS
I added them using aptitude - my OTRS install is on Ubuntu 12.04 LTS (www.ubuntu.com) - easy enough to do and then checked the modules again. If you are following the UPGRADING documentation, you should run:
  • /opt/otrs/bin/otrs.CheckModules.pl
This will tell you what modules you require. I didn't bother with the Oracle or PostgreSQL modules as I'm not using those databases, nor am I interested in the Encode::HanExtra (no Chinese characters). 

Secondly there are database changes to be made. MySQL uses INNODB as the default storage engine. I've never even thought about this before - OTRS had always just run happily without asking me fancy questions about this sort of thing. Now in 9 of the UPGRADING document I had to apply database changes, including changing the default storage engine from INNODB to MyISAM.

Fortunately I stumbled across some nice scripts to do this at Techusers.net - here they are tailored to suit OTRS:

Step 1. Get all the table names from OTRS (you'll have to put in your password and you might have to change root to something more site applicable):
mysql -u root -p -e "SHOW TABLES IN otrs;" | tail -n +2 | xargs -I '{}' echo "ALTER TABLE {} ENGINE=INNODB;" > alter_table.sql

Step 2. Updating all the tables in one go (same as above - password + username update)
perl -p -i -e 's/(search_[a-z_]+ ENGINE=)INNODB/\1MYISAM/g' alter_table.sql 

Step 3. Applying the change to your SQL Database:
mysql -u root -p otrs < alter_table.sql 
Much thanks and kudos to the writers at www.techusers.net - this saved me from doing each table by hand! The search_profile table refused to change from INNODB to MyISAM but when I checked the dbupgrade scripts, this particular table isn't mentioned. It did not seem to affect the overall upgrade.

The rest of the upgrade went fairly smoothly. It's important to note, however, that you must go to Admin -> Packages -> Update Online Repository and then upgrade your packages to get better speed from your OTRS install. I found that after I did this, I restarted the apache service (service apache2 restart) and OTRS began humming along quite nicely. I'm still exploring the new features. Enjoy

Comments

Popular posts from this blog

Windows 10 Enterprise Eval - gotchas

After an annoying turn of events where my Windows 10 Enterprise USB drive failed, attempts to install Win10 onto a computer failed miserably. I turned to the net and managed to get my hands on Microsoft's Windows 10 Enterprise Evaluation. I have an enterprise key so I thought - cool! Here's the opportunity to get it going and to then upgrade the license later. Full install, patched etc and all is swell. Except when I try to upgrade. I straight up tried changing the licence key only to get a variety of errors, most of which are pertaining to the activation system being unavailable. The I try this: https://winaero.com/blog/upgrade-windows-10-evaluation-to-full-version-easily/ but it doesn't work either. Next I'll try this: h ttp://www.edugeek.net/forums/windows-10/174594-upgrading-windows-10-enterprise-90-evaluation-full.html And if all else fails, in goes the bootable USB I've now created. If only I'd had this in the first instance I would not be writing t

Fixing a black screen after doing a Kali Linux update

Kali Linux is a rolling Linux distribution designed for security and penetration work. You can find details on it here: www.kali.org . We run this excellent product for a range of different security work and it's been great. I built the image in VMplayer, then shared it to the team and we've all been at it since. A recent update broke it though - black screen, no network and completely unresponsive. There are lots of posts about similar things - mostly to do with graphics adaptors, however, we found that executing the following at a root prompt fixed it. But how to get to the root prompt from a blank screen? Linux has a number of terminals available to the user - most of us use the graphical one to do our day to day, but you can access a command line prompt without much trouble. Simply hold CTRL-ALT and then F2 or F3 down at the same time and it drops you to a command line login. BOOM. Time to fix it up. For me, and for the other fellas in the team, all it too was to

Plone - the open source Content Management System - a review

One of my clients, a non-profit, has a lot of files on it's clients. They need a way to digitally store these files, securely and with availability for certain people. They also need these files to expire and be deleted after a given length of time - usually about 7 years. These were the parameters I was given to search for a Document Management System (DMS) or more commonly a Content Management System (CMS). There are quite a lot of them, but most are designed for front facing information delivery - that is, to write something, put it up for review, have it reviewed and then published. We do not want this data published ever - and some CMS's make that a bit tricky to manage. So at the end of the day, I looked into several CMS systems that looked like they could be useful. The first one to be reviewed was OpenKM ( www.openkm.com ). It looked OK, was open source which is preferable and seemed to have solid security and publishing options. Backing up the database and upgradin