Upgrading the OTRS Frameworks

These instructions are for people upgrading OTRS from "2.3" to "2.4".

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

Upgrading .tar.gz

This section shows you how to upgrade OTRS from "2.3" to "2.4" with .tar.gz.

  • Stop all your services

    e. g. (depends on used services):

    shell> /etc/init.d/cron stop

    shell> /etc/init.d/postfix stop

    shell> /etc/init.d/apache stop

    shell> /etc/init.d/mysql stop

  • Backup everything below $OTRS_HOME (default: OTRS_HOME=/opt/otrs). Kernel/Config.pm, Kernel/Config/GenericAgent.pm, Kernel/Config/Files/ZZZAuto.pm, var/*, as well as the database.

  • Make sure that you have backed up everything.

  • Try this install on a separate machine, on a test machine first.

  • Install the new release tar.gz

    Note: The OTRS themes between 2.3 and 2.4 are _not_ compatible (don't use the old themes)!

  • Execute $OTRS_HOME/bin/SetPermissions.pl!

  • Update the database changes with (part 1/2)

    MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.4.mysql.sql | mysql -p -f -u root otrs

    PostgreSQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.4.postgresql.sql | psql otrs

  • Run the migration script (as OTRS user, _not_ as root): You must execute the migration script to migrate some data from the old database structure to the new one. Run $OTRS_HOME/scripts/DBUpdate-to-2.4.pl!

  • Update the database changes with (part 2/2):

    MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.4-post.mysql.sql | mysql -p -f -u root otrs

    PostgreSQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.4-post.postgresql.sql | psql otrs

  • Restart your services

    e. g. (depends on used services):

    shell> /etc/init.d/mysql stop
    

    shell> /etc/init.d/apache stop
    

    shell> /etc/init.d/postfix stop
    

    shell> /etc/init.d/cron stop
    

Upgrading RPM

This section shows you how to upgrade OTRS from "2.3" to "2.4" with .rpm.

  • Stop all your services

    e. g. (depends on used services):

    shell> /etc/init.d/cron stop
    

    shell> /etc/init.d/postfix stop
    

    shell> /etc/init.d/apache stop
    

    shell> /etc/init.d/mysql stop
    

  • Backup everything below $OTRS_HOME (default: OTRS_HOME=/opt/otrs). Kernel/Config.pm, Kernel/Config/GenericAgent.pm, Kernel/Config/Files/ZZZAuto.pm, var/*, as well as the database.

  • Make sure that you have backed up everything.

  • Try this install on a separate machine, on a test machine first.

  • Install the new release RPM

    shell> rpm -Uvh otrs-2.4.x-noarch.rpm
    

    Note: The OTRS themes between 2.3 and 2.4 are _not_ compatible (don't use the old themes)!

  • Update the database changes with (part 1)

    MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.4.mysql.sql | mysql -p -f -u root otrs

    PostgreSQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.4.postgresql.sql | psql otrs

  • Run the migration script (as OTRS user, _not_ as root): You must execute the migration script to migrate some data from the old database structure to the new one. Run $OTRS_HOME/scripts/DBUpdate-to-2.4.pl!

  • Update the database changes with (part 2):

    MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.4-post.mysql.sql | mysql -p -f -u root otrs

    PostgreSQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.4-post.postgresql.sql | psql otrs

  • Restart your services

    e. g. (depends on used services):

    shell> /etc/init.d/mysql stop
    

    shell> /etc/init.d/apache stop
    

    shell> /etc/init.d/postfix stop
    

    shell> /etc/init.d/cron stop