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View File UPGRADING.SuSE of Package otrs (Project network:otrs:Test)

# --
# UPGRADING - Upgrading Instructions for OTRS
# Copyright (C) 2001-2012 OTRS AG, http://otrs.org/
# --
# $Id: UPGRADING,v 1.66 2012/02/07 14:10:57 mg Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

These instructions are for people upgrading OTRS "3.1" to "3.2",
and applies both for RPM and source code (tarball) upgrades.

If you are running a lower version of OTRS you have to follow the upgrade path
to 3.0 first (1.1->1.2->1.3->2.0->2.1->2.2->2.3->2.4->3.0->3.1 ...)!

Please note that if you upgrade from OTRS 2.2 or earlier, you have to
take an extra step; please read http://bugs.otrs.org/show_bug.cgi?id=6798

If you need to do a "patch level upgrade", which is an upgrade for instance
from OTRS version 3.2.1 to 3.2.3, you should skip steps 7, 8, 10 and 12-19.

1) Stop all relevant services

    e. g. (depends on used services):

    shell> rccron stop
    shell> rcpostfix stop
    shell> rcapache2 stop
    shell> rcotrs stop

2) Backup everything below $OTRS_HOME (default: OTRS_HOME=/srv/otrs)

    o Kernel/Config.pm
    o Kernel/Config/GenericAgent.pm
    o Kernel/Config/Files/ZZZAuto.pm
    o var/*
    o as well as the database

3) Make sure that you have backed up everything ;-)

4) Setup new system (optional)

   If possible try this install on a separate machine for testing first.

5) Install the new release (RPM)

    shell> rpm -Uvh otrs-3.1.x-?.noarch.rpm

    The RPM-update will keep the old configuration files.
    o Kernel/Config.pm
    o Kernel/Config/GenericAgent.pm
    o Kernel/Config/Files/ZZZAuto.pm (will be overwritten by itsm)

    You must use the new files *.rpmnew
    o Kernel/Config.pm.rpmnew 
      cp -a Kernel/Config.pm Kernel/Config.pm.backup
      mv Kernel/Config.pm.rpmnew Kernel/Config.pm
      then modify Kernel/Config.pm to adapt settings (e.g. DB connection)
6) Own themes

   Note: The OTRS themes between 3.0 and 3.1 are NOT compatible, so don't
         use your old themes!

   Themes are located under $OTRS_HOME/Kernel/Output/HTML/*/*.dtl
    (default: OTRS_HOME=/srv/otrs)

7) Apply the database changes

     shell> cd $OTRS_HOME



      Note: new tables created in the MySQL UPGRADING process will be created with the
      default table storage engine set in your MySQL server.
      In MySQL 5.5 the new default type is InnoDB.
      If existing tables, e.g. "users", have the table storage engine e.g. MyISAM,
      then an error will be displayed when creating the foreign key constraints.

      You have two options: you can change the default storage engine of MySQL back to MyISAM
      so that new tables will have the same engine as the existing tables,
      or change the existing tables to use InnoDB as storage engine.

      Any problems with regards to the storage engine will be reported by the
      `otrs.CheckDB.pl` script, so please run it to check for possible issues.

     shell> bin/otrs.CheckDB.pl

     shell> cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs

    PostgreSQL 8.2+:
     shell> cat scripts/DBUpdate-to-3.1.postgresql.sql | psql otrs

    PostgreSQL, older versions:
     shell> cat scripts/DBUpdate-to-3.1.postgresql_before_8_2.sql | psql otrs

    NOTE: If you use PostgreSQL 8.1 or earlier, you need to activate the new
          legacy driver for these older versions. Do this by adding a new
          line to your Kernel/Config.pm like this:

    $Self->{DatabasePostgresqlBefore82} = 1;


    Run the migration script (as user `otrs`, NOT as `root`):

    shell> scripts/DBUpdate-to-3.1.pl

    Do not continue the upgrading process if this script did not work properly
    for you. Otherwise data loss may occur.


     shell> cat scripts/DBUpdate-to-3.1-post.mysql.sql | mysql -p -f -u root otrs

    PostgreSQL 8.2+:
     shell> cat scripts/DBUpdate-to-3.1-post.postgresql.sql | psql otrs

    PostgreSQL, older versions:
     shell> cat scripts/DBUpdate-to-3.1-post.postgresql_before_8_2.sql | psql otrs

8) Refresh the configuration cache and delete caches

    Please run:

    shell> bin/otrs.RebuildConfig.pl
    shell> bin/otrs.DeleteCache.pl

9) Restart your services

    e. g. (depends on used services):

    shell> /etc/init.d/apache start
    shell> /etc/init.d/postfix start
    shell> /etc/init.d/cron start
    shell> /etc/init.d/otrs-scheduler start
    shell> /etc/init.d/otrs start

    Now you can log into your system.

10) Check installed packages
    In the package manager, check if all packages are still marked as
    correctly installed or if any require reinstallation or even a package upgrade.

11) Check for encoding issues

    OTRS 3.1 only allows UTF-8 as internal charset.
    Non-UTF-8 installations of OTRS must switch to UTF-8.

12) Escalation events

    If you want to use the new escalation events in your system, you need to
    activate the corresponding GenericAgent job in
    Please look into Kernel/Config/GenericAgent.pm.dist
    for an example of how to do this.

13) TicketHistory

    The TicketHistory type TicketFreeTextUpdate was renamed to
    TicketDynamicFieldUpdate. If you have any custom reporting using this,
    please adjust it.

14) Ticket event handlers

    The Event name TicketFreeTextUpdate_$Counter was renamed to
    If you have any custom event handlers for these events, please adapt them.

15) DynamicField user preferences module

    If you had one or more active custom settings for "PreferencesGroups###Freetext",
    you need to adapt them to work with the new DynamicFields engine. The PrefKey
    setting must be changed to "UserDynamicField_DynamicField", where the part after
    the _ is the name of the dynamic field. Existing values would need to be renamed
    in the database as well.

16) Custom free field default value event handler

    If you used the event handler Ticket::EventModulePost###TicketFreeFieldDefault
    (not active by default), you'll need to migrate its configuration to the new
    setting Ticket::EventModulePost###TicketDynamicFieldDefault.

    The configuration of this is slightly different; where you had to specify a
    Counter indicating the TicketFreeText number previously, now you need to
    specify the name of the DynamicField (for migrated fields, this will be
    DynamicField_TicketFreeKey$Counter and DynamicField_TicketFreeText$Counter.
    You need two separate entries now if you want to set both the key and the
    text field.

17) FreeText/Time based ACLs

    If you have any ACLs defined which involve freetext or freetime fields,
    you need to adjust these ACL definitions.
    Please have a look at http://doc.otrs.org/3.1/en/html/acl.html. There you
    can find a list of all possible ACL settings. In general, you need to add
    the prefix "DynamicField_" to existing free field definitions, and you can
    add a new "DynamicField" section to the "Properties" list for situations
    when a ticket does not exist yet.

18) Well done!