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File UPGRADING.SuSE of Package otrs (Revision 854db203909ea9d65997a955ee8409a7)

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# --
# 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 from "3.0" to "3.1",
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 3.1.1 to 3.1.3, you should skip steps 8, 10 and 12-19.

Please note that for upgrades from 3.1.beta1 or 3.1.beta2, an additional step 20
is needed!

If you are using Microsoft SQL Server as the DBMS for OTRS, please refer
to the manual, chapter "Upgrading Microsoft SQL Server Data Types" for instructions
how to upgrade the data types used by OTRS
(http://doc.otrs.org/3.1/en/html/upgrading-mssql-datatypes.html).

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

SCHEMA UPDATE PART 1:
    =====================

MySQL:
     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;

DATABASE MIGRATION SCRIPT
    =========================

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.

SCHEMA UPDATE PART 2:
    =====================

MySQL:
     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
    Kernel/Config/GenericAcent.pm.
    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_$Counter was renamed to
    TicketDynamicFieldUpdate_$FieldName.
    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!
    ----------

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