Hi Allan, Well, if you had an installation from source there will be no OTRS services running; I guess you could stop apache and perhaps the cron jobs. The trick of "just point the symlink to the new version" does not work with OTRS as this inconveniently does NOT keep its configuration files in /etc but inside the /opt/otrs tree. So you'd be missing files like Config.pm, GenericAgent.pm, the cron jobs, and the *.pm files from otrs/Kernel/Config/Files/, a bunch of stuff from /opt/otrs/var/ such as otrs/var/log/TicketCounter.log, and even your ticket attachments if you store those to disk - I guess it would be a great feature to have config files and all in a separate location for a new version to be able to do upgrades more easily. In this case it would be better to copy over files from the new tar.gz to the existing /opt/otrs directory, or you could choose to copy over the configuration files to /opt/otrs-2.4.2 and redo the symlink. I'd be very interesting to hear anyone others' Best Practices with regards to upgrading, so maybe we can compile upgrading and installation instructions that are more complete than the ones now available. Please share your thoughts! -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Jul 29, 2009 at 15:25, Alan McKay wrote:

On Wed, Jul 29, 2009 at 8:05 AM, Michiel Beijen wrote:

...

http://source.otrs.org/viewvc.cgi/otrs/UPGRADING?revision=1.35&view=co

Hmmm, I'm stuck on the very first step

*) Stop all your services (e. g. rcotrs stop-force)

I did not know there were any services running! And I don't see any. And do not find anything called "rcotrs"

Then when I get to this step I'm confused again :

*) Install the new release (tar or RPM)

What do I do with the old installation? I currently have the old one installed from the tarball in /opt/otrs-2.3.4 and then a symlink to /opt/otrs

So I can easily untar the 2.4.2 to /opt/otrs-2.4.2. Then just switch my symlink? Will one of the steps to come copy the config details from my old files?

Or am I supposed to untar the new one over top of the old one?

thanks, -Alan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Yup. Of course, then you'd have files that are removed from OTRS since 2.3.4 still in your installation. But I guess it is the best you could do and it would work. (please don't forget to follow the other steps from UPGRADING such as the database update) But if anyone has a better idea, I'd be open for that! Regards -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Jul 29, 2009 at 15:59, Alan McKay wrote:

...

The trick of "just point the symlink to the new version" does not work with OTRS as this inconveniently does NOT keep its configuration files in /etc

So what about this?

I will backup (re-tar) /opt/otrs-2.3.4, and then remove the symlink, and rename it to /opt/otrs

Then untar the the new 2.4.2 into that same directory?

Is that what you are expecting basically?

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Nope, I ran set permissions and same problem -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Did you put the new files of 2.4.2 in the 2.3.4 directory?

Yes, that's what you told me to do, no? What I actually did was create another symlink from /opt/otrs-2.4.2 to /opt/otrs-2.3.4, because the tarball has the directory name "otrs-2.4.2" built into it. So I copied the tarball to /opt, cd'd to there, made the symlink, then untarred the tarball. Since the symlink was in place, all the files went into 2.3.4 directory (I verified this)

- Are you the otrs user?

Yes, which is what I am supposed to be, right?

It seems you don't have permission on the shared memory used for the log file.

Where is that? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Alan, Actually, I don't understand where the error message you get, "Message: Can't remove shm for log: Operation not permitted" comes from. I understand that OTRS tries to do a Kernel::System::Log Cleanup () but why it can't do that, beats me. If there is anyone other who'd like to help you with this, that would be great. Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Jul 30, 2009 at 12:17, Alan McKay wrote:

Any further comment on the below? Or am I going to have to back out of my upgrade?

On Wed, Jul 29, 2009 at 12:53 PM, Alan McKay wrote:

...

...

Did you put the new files of 2.4.2 in the 2.3.4 directory?

Yes, that's what you told me to do, no? What I actually did was create another symlink from /opt/otrs-2.4.2 to /opt/otrs-2.3.4, because the tarball has the directory name "otrs-2.4.2" built into it. So I copied the tarball to /opt, cd'd to there, made the symlink, then untarred the tarball. Since the symlink was in place, all the files went into 2.3.4 directory (I verified this)

...

- Are you the otrs user?

Yes, which is what I am supposed to be, right?

...

It seems you don't have permission on the shared memory used for the log file.

Where is that?

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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 Message: Can't remove shm for log: Operation not permitted

On the German list a fellow hit upon this error and reports that it worked fine when he ran it as root So I'm going to restore my DB and try again with this in mind. Will keep you posted -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"