I have 2.2.5 on the Production Server (Apache) and 2.3.3 (Windows) on my local machine. Do you think the best thing is to upgrade to 2.4 on both?

I think the best would be to bring the production data into the local machine, then update your local machine to 2.4, and then to thoroughly test it as some things have changed between those versions and I guess you don´t want to inflict problems on your production machine ;-)

Also, do the queue structures, states etc. have to be defined to be exactly the same on both machines?

The queue structure is stored in the DB, so that will be the same when you transfer the data to your local machin. For some other stuff, you have to copy the config files. Make sure to not use settings (and email-adresses) on your local machine that are meant for the production system! You don´t want to send out mails to customers while testing on your local machine =)

And, since we are going to be doing it every few months, does the dump replace with existing data, or append with new data?

A dump normally contains the whole database and should contain sql instructions to truncate old data before inserting the new one. If you are going to do it every few months, you should think about replication, but that´s another story. Cheers Lars

Hi Lev,

Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached?

depending on the size of your DB, it can be very time consuming.

Where can I find more information about replication?

http://www.google.de/search?q=mysql+replication Lars

Hi Lev, I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server. Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed. For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious. What you could do is this; 1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database. This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance of the production server is degraded again you could create a 3rd database on the test server and repeat the above steps with it. This would leave you with a current production backup and 2 historical backups. Its not a nice way of doing things but it would do what you were looking for. There's always the alternative of getting new hardware to run the production server on :) I hope that helps, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/7 Lev Davidovich :

I see.

So there is no way to, say, dump the data, import the dump into the backup, delete the backed up data from the live system and then import only the new data into the backup a few months later?

________________________________ From: Lars Monsees To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 14:49:26 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

...

Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached?

depending on the size of your DB, it can be very time consuming.

...

Where can I find more information about replication?

http://www.google.de/search?q=mysql+replication

Lars

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Hi Lev, I've added some comments below 2009/9/8 Lev Davidovich :

Thanks Rory (and Lars) - that is brilliant - it achieves the main objective (clearing out the live database while having an archive backed up)!

I have some questions:

1) My test machine is Windows and live is Apache - is that going to create any problems?

I'm a little confused, do you mean IIS and Apache or Windows and Linux. Either way there could be a problem here. When you perform the upgrade on the test machine you don't know if it will work the same on the live machine. If both machines have the same OS then you should set up the test machine using apache too. I know it could be a pain but if you have a different OS on the test machine I would recommend you rebuild it with the same OS if you can.

2) My live version of OTRS is 2.2.5 and my test version is 2.3.3. So I should install 2.2.5 on my test machine prior to importing the database dump?

Yes that would be best approach. It would be a good idea to to make sure that the database is the same version for both the live and test too. This probably wouldn't cause a big problem as your live version is quite recent but its best to do it so you can be prepared for any unwelcome surprises.

3) You said “There's always the alternative of getting new hardware to run the production server on :)”. What did you mean by this?

I meant you could buy a new server or maybe a new harddrive and move the database onto the new harddrive. Have you money to spend? :)

4) I like the idea of having more than one database in the archive. But what about, say, a ticket which was closed before a dump and then reopened after it, or the tickets which are still open when the moment arrives for the live database to be cleared out? How do we archive such tickets?

This is the tricky bit and I'm not quite sure what the best approach would be. You'll need to research what is possible with mysqldump. Maybe you can dump after a certain date only i.e. dump everything older than 1 month. I don't know if that is possible though. It would be a good idea to research the different backup methods for mysql. There is a lot of learning to be done here but it is the kind of thing that you can use with every mysql database you ever work with so it is valuable to do. http://dev.mysql.com/doc/refman/5.1/en/backup.html For open tickets at the time of the archive .... you could use a generic agent to close all tickets 1 month or older (that would be very old if you're working in an IT department). Then you could dump everything in the database older than 1 month. For tickets that are reopened after the dump .... If the ticket was closed and the user send wants to open the ticket again it could be ok to open a new ticket, the original was closed after all. You could always put in a brief description of what happened in the previous ticket, add its ticket number too if you have it, and note that it had been backed up. I can't see any ideal solution here tho. I hope that helps, Rory

Many thanks again for your kind support.

Lev ________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 16:05:30 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server.

Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed.

For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious.

What you could do is this;

1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database.

This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance of the production server is degraded again you could create a 3rd database on the test server and repeat the above steps with it. This would leave you with a current production backup and 2 historical backups.

Its not a nice way of doing things but it would do what you were looking for. There's always the alternative of getting new hardware to run the production server on :)

I hope that helps, Rory Clerkin

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/7 Lev Davidovich :

...

I see.

So there is no way to, say, dump the data, import the dump into the backup, delete the backed up data from the live system and then import only the new data into the backup a few months later?

________________________________ From: Lars Monsees To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 14:49:26 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

...

Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached?

depending on the size of your DB, it can be very time consuming.

...

Where can I find more information about replication?

http://www.google.de/search?q=mysql+replication

Lars

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You can get the older versions from the FTP. If I remember you can do the install from the tar.gz file on windows. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Lev Davidovich :

Actually I will be required to make a fresh install of OTRS on the test machine ( a new Windows XP machine).

Is it possible to install the same version of OTRS (2.2.5) as the live version? All that seems available on the download page (http://otrs.org/download) is the latest version (2.4.4).

________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 16:05:30 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server.

Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed.

For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious.

What you could do is this;

1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database.

This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance of the production server is degraded again you could create a 3rd database on the test server and repeat the above steps with it. This would leave you with a current production backup and 2 historical backups.

Its not a nice way of doing things but it would do what you were looking for. There's always the alternative of getting new hardware to run the production server on :)

I hope that helps, Rory Clerkin

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/7 Lev Davidovich :

...

I see.

So there is no way to, say, dump the data, import the dump into the backup, delete the backed up data from the live system and then import only the new data into the backup a few months later?

________________________________ From: Lars Monsees To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 14:49:26 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

...

Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached?

depending on the size of your DB, it can be very time consuming.

...

Where can I find more information about replication?

http://www.google.de/search?q=mysql+replication

Lars

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Hi, I'd like to use VMware to test stuff. In this case you could use VMware Converter to create a virtual copy of your live server, but I haven't tried doing that with a Linux OS (what's your live server OS btw.?). With the live server duplicated and VMware snapshots you can test until everything works and by pretty sure that the live server will act the same way. Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.4 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rory Sent: Dienstag, 8. September 2009 15:22 To: User questions and discussions about OTRS. Subject: Re: [otrs] Move data from live server to local version of OTRS The link, ftp://ftp.otrs.org/pub/otrs/ Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Rory :

You can get the older versions from the FTP. If I remember you can do the install from the tar.gz file on windows.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/8 Lev Davidovich :

...

Actually I will be required to make a fresh install of OTRS on the test machine ( a new Windows XP machine).

Is it possible to install the same version of OTRS (2.2.5) as the live version? All that seems available on the download page (http://otrs.org/download) is the latest version (2.4.4).

________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 16:05:30 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server.

Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed.

For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious.

What you could do is this;

1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database.

This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance of the production server is degraded again you could create a 3rd database on the test server and repeat the above steps with it. This would leave you with a current production backup and 2 historical backups.

Its not a nice way of doing things but it would do what you were looking for. There's always the alternative of getting new hardware to run the production server on :)

I hope that helps, Rory Clerkin

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/7 Lev Davidovich :

...

I see.

So there is no way to, say, dump the data, import the dump into the backup, delete the backed up data from the live system and then import only the new data into the backup a few months later?

________________________________ From: Lars Monsees To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 14:49:26 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

...

Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached?

depending on the size of your DB, it can be very time consuming.

...

Where can I find more information about replication?

http://www.google.de/search?q=mysql+replication

Lars

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Yes, it would still be best to install version 2.2.5 because you will still learn some things about upgrading from this version even if it is a different OS. If you have the same version software on each machine (mysql, apache and otrs) you minimise the impact that the different OS will have. There may still be some problems though. You should consider the VMware approach. Its a lot of extra work but cant give you a great test environment that you can reset again and again. http://www.vmware.com/products/server/ VMware Server 2 is free and (in case you don't know about it) will let you install linux on your windows XP machine. Have a look at some of the VMware Server documentation and see if you can get your head around the idea of how it sits together. If you did this you could have your linux install without having to get involved with what IT support. A linux install is a little daunting if its the first time you've done it but its not that difficult. If you want to go down that road then feel free to keep asking your linux questions in this thread and I'll answer what I can. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Lev Davidovich :

Thanks a lot Rory and Stephan.

My test machine is Windows and live is Linux.

I am afraid it is not an option to install Linux on the test machine as it is not supported by our IT department.

Do you still think I should install the same version of OTRS as live (2.2.5) on the test machine? ________________________________ From: Stephan Lang To: User questions and discussions about OTRS. Sent: Tuesday, 8 September, 2009 14:32:50 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi,

I'd like to use VMware to test stuff. In this case you could use VMware Converter to create a virtual copy of your live server, but I haven't tried doing that with a Linux OS (what's your live server OS btw.?). With the live server duplicated and VMware snapshots you can test until everything works and by pretty sure that the live server will act the same way.

Yours sincerely

p.p. Stephan Lang System Administrator

OTRS: 2.4.4 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rory Sent: Dienstag, 8. September 2009 15:22 To: User questions and discussions about OTRS. Subject: Re: [otrs] Move data from live server to local version of OTRS

The link,

ftp://ftp.otrs.org/pub/otrs/

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/8 Rory :

...

You can get the older versions from the FTP. If I remember you can do the install from the tar.gz file on windows.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/8 Lev Davidovich :

...

Actually I will be required to make a fresh install of OTRS on the test machine ( a new Windows XP machine).

Is it possible to install the same version of OTRS (2.2.5) as the live version? All that seems available on the download page (http://otrs.org/download) is the latest version (2.4.4).

________________________________ From: Rory To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 16:05:30 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server.

Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed.

For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious.

What you could do is this;

1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database.

This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance of the production server is degraded again you could create a 3rd database on the test server and repeat the above steps with it. This would leave you with a current production backup and 2 historical backups.

Its not a nice way of doing things but it would do what you were looking for. There's always the alternative of getting new hardware to run the production server on :)

I hope that helps, Rory Clerkin

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/7 Lev Davidovich :

...

I see.

So there is no way to, say, dump the data, import the dump into the backup, delete the backed up data from the live system and then import only the new data into the backup a few months later?

________________________________ From: Lars Monsees To: User questions and discussions about OTRS. Sent: Monday, 7 September, 2009 14:49:26 Subject: Re: [otrs] Move data from live server to local version of OTRS

Hi Lev,

...

Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached?

depending on the size of your DB, it can be very time consuming.

...

Where can I find more information about replication?

http://www.google.de/search?q=mysql+replication

Lars

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