On 2011-12-06 06:41, Luca Domenella wrote:

Hi, i installed from source OTRS, the other stuff from rpm

Ok, I installed via RPM (RHEL5), so YMMV, but here is what I did: On the old server: - Create a backup using /opt/otrs/scripts/backup.pl On the new server: - install perl-LDAP, mysql-server, httpd - copy the 2.3 rpm from old server - install the 2.3 rpm - edit my.cnf to set max_allowed_packet=512M and query_cache_size=48M (this is a server dedicated to otrs) - start mysql - create the mysql user - enable port 80, 443, 3306 in iptables - run the restore script (/opt/otrs/scripts/restore.pl -b /root/2011-07-04_05-11/ -d /opt/otrs/) - /opt/otrs/bin/otrs.RebuildConfig.pl - start httpd - est if index.pl is working - make sure all services come up at boot Then, cycle through the upgrade operations - install new dependencies perl-Net-DNS perl-XML-Parser - upgrade the rpm to 2.4 (rpm -Uvhf) - run the DBUpdate-to-2.4.mysql.sql script - get back to root and run /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs apache apache apache - su - otrs - run the DBUpdate-do-2.4.pl script - test done for 2.4, repeat for 3.0 (dependency: perl-TimeDate) Other stuff for 3.0 - Change the otrs DB and tables to UTF-8 charset - test - Go to the admin interface, support assessment and fix things there Optional: - Go to the - install perl-GD perl-GDGraph perl-GDTextUtil perl-JSON-XS perl-Apache-DBI If something looks broken, try: /opt/otrs/bin/otrs.RebuildConfig.pl restart apache Of course, you may have to adapt this procedure to your environment, but it should help.

Hi, doing the database upgrade i've got the following error, maybe its normal but id like some info about it. Performing the upgrade with the following steps: 1. cat DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs2 OK 2. cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root otrs2 OK 3. cat DBUpdate-to-2.3.mysql.sql | mysql -p -f -u root otrs2 the errors iìve got are: ERROR 1072 (42000) at line 116: Key column 'escalation_response_time' doesn't exist in table ERROR 1072 (42000) at line 117: Key column 'escalation_solution_time' doesn't exist in table There is not any field named 'escalation_response_time' and 'escalation_solution_time' in the table... is this an expected behavior ? Br, Luca Domenella T: +39 0698962316 E:  luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com   This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system.  Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Domenella Sent: martedì 6 dicembre 2011 14:20 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi Ugo, i will perform some tests, will let you know thanks ! Luca Domenella T: +39 0698962316 E:  luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com   This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system.  Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: martedì 6 dicembre 2011 13:27 To: otrs@otrs.org Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 On 2011-12-06 06:41, Luca Domenella wrote:

Hi, i installed from source OTRS, the other stuff from rpm

Ok, I installed via RPM (RHEL5), so YMMV, but here is what I did: On the old server: - Create a backup using /opt/otrs/scripts/backup.pl On the new server: - install perl-LDAP, mysql-server, httpd - copy the 2.3 rpm from old server - install the 2.3 rpm - edit my.cnf to set max_allowed_packet=512M and query_cache_size=48M (this is a server dedicated to otrs) - start mysql - create the mysql user - enable port 80, 443, 3306 in iptables - run the restore script (/opt/otrs/scripts/restore.pl -b /root/2011-07-04_05-11/ -d /opt/otrs/) - /opt/otrs/bin/otrs.RebuildConfig.pl - start httpd - est if index.pl is working - make sure all services come up at boot Then, cycle through the upgrade operations - install new dependencies perl-Net-DNS perl-XML-Parser - upgrade the rpm to 2.4 (rpm -Uvhf) - run the DBUpdate-to-2.4.mysql.sql script - get back to root and run /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs apache apache apache - su - otrs - run the DBUpdate-do-2.4.pl script - test done for 2.4, repeat for 3.0 (dependency: perl-TimeDate) Other stuff for 3.0 - Change the otrs DB and tables to UTF-8 charset - test - Go to the admin interface, support assessment and fix things there Optional: - Go to the - install perl-GD perl-GDGraph perl-GDTextUtil perl-JSON-XS perl-Apache-DBI If something looks broken, try: /opt/otrs/bin/otrs.RebuildConfig.pl restart apache Of course, you may have to adapt this procedure to your environment, but it should help. --------------------------------------------------------------------- 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

Hi Michiel, i’ve seen it and read it before to start, but its very unclear to me whats needed to do. Anyway what happened to me looks different, I found that there is an extra mysql|postgres patch that add the 2 fields on the ticket table… I will apply that manually and also reapply the create index that failed manually L Could you explain to me what is the workaround described in the link you sent me ? because I haven’t understood it L Br, Luca Domenella T: +39 0698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) http://www.bwinparty.com/ www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: martedì 6 dicembre 2011 16:19 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi, please note this warning in UPGRADING: "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" -- Mike On Tue, Dec 6, 2011 at 15:16, Luca Domenella wrote: Hi, doing the database upgrade i've got the following error, maybe its normal but id like some info about it. Performing the upgrade with the following steps: 1. cat DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs2 OK 2. cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root otrs2 OK 3. cat DBUpdate-to-2.3.mysql.sql | mysql -p -f -u root otrs2 the errors iìve got are: ERROR 1072 (42000) at line 116: Key column 'escalation_response_time' doesn't exist in table ERROR 1072 (42000) at line 117: Key column 'escalation_solution_time' doesn't exist in table There is not any field named 'escalation_response_time' and 'escalation_solution_time' in the table... is this an expected behavior ? Br, Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Domenella Sent: martedì 6 dicembre 2011 14:20 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi Ugo, i will perform some tests, will let you know thanks ! Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: martedì 6 dicembre 2011 13:27 To: otrs@otrs.org Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 On 2011-12-06 06:41, Luca Domenella wrote:

Hi, i installed from source OTRS, the other stuff from rpm

Ok, I installed via RPM (RHEL5), so YMMV, but here is what I did: On the old server: - Create a backup using /opt/otrs/scripts/backup.pl On the new server: - install perl-LDAP, mysql-server, httpd - copy the 2.3 rpm from old server - install the 2.3 rpm - edit my.cnf to set max_allowed_packet=512M and query_cache_size=48M (this is a server dedicated to otrs) - start mysql - create the mysql user - enable port 80, 443, 3306 in iptables - run the restore script (/opt/otrs/scripts/restore.pl -b /root/2011-07-04_05-11/ -d /opt/otrs/) - /opt/otrs/bin/otrs.RebuildConfig.pl - start httpd - est if index.pl is working - make sure all services come up at boot Then, cycle through the upgrade operations - install new dependencies perl-Net-DNS perl-XML-Parser - upgrade the rpm to 2.4 (rpm -Uvhf) - run the DBUpdate-to-2.4.mysql.sql script - get back to root and run /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs apache apache apache - su - otrs - run the DBUpdate-do-2.4.pl script - test done for 2.4, repeat for 3.0 (dependency: perl-TimeDate) Other stuff for 3.0 - Change the otrs DB and tables to UTF-8 charset - test - Go to the admin interface, support assessment and fix things there Optional: - Go to the - install perl-GD perl-GDGraph perl-GDTextUtil perl-JSON-XS perl-Apache-DBI If something looks broken, try: /opt/otrs/bin/otrs.RebuildConfig.pl restart apache Of course, you may have to adapt this procedure to your environment, but it should help. --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

Hi Mike, well the problem is that actually im trying to upgrade from 2.2 to 2.3 but awfully the DBUpdate-to-2.3.pl look for a field in ticket table archive_flag that exist only in the 3.0 so now im stopped with the following errors and I don’t know how to fix it. Use of uninitialized value in pattern match (m//) at /opt/otrs/Kernel/System/Ticket.pm line 2360. ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011 Message: Need ID or Name! Traceback (10291): Module: Kernel::System::Queue::QueueGet (v1.129) Line: 767 Module: Kernel::System::Ticket::TicketEscalationPreferences (v1.488.2.18) Line: 2163 Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2388 Module: main::MigrateEscalation (v1.26) Line: 278 Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97 DBD::mysql::st execute failed: Unknown column 'st.archive_flag' in 'field list' at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011 Message: Unknown column 'st.archive_flag' in 'field list', SQL: 'SELECT st.id, st.queue_id, sq.name, st.ticket_state_id, st.ticket_lock_id, sp.id, sp.name, st.create_time_unix, st.create_time, sq.group_id, st.tn, st.customer_id, st.customer_user_id, st.user_id, st.responsible_user_id, st.until_time, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.freetime1, st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.change_time, st.title, st.escalation_update_time, st.timeout, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.archive_flag FROM ticket st, ticket_priority sp, queue sq WHERE sp.id = st.ticket_priority_id AND sq.id = st.queue_id AND st.id = ? LIMIT 1' Traceback (10291): Module: Kernel::System::Ticket::TicketGet (v1.488.2.18) Line: 1022 Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2354 Module: main::MigrateEscalation (v1.26) Line: 278 Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97 Use of uninitialized value in pattern match (m//) at /opt/otrs/Kernel/System/Ticket.pm line 2360. ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011 Message: Need ID or Name! Traceback (10291): Module: Kernel::System::Queue::QueueGet (v1.129) Line: 767 Module: Kernel::System::Ticket::TicketEscalationPreferences (v1.488.2.18) Line: 2163 Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2388 Module: main::MigrateEscalation (v1.26) Line: 278 Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97 DBD::mysql::st execute failed: Unknown column 'st.archive_flag' in 'field list' at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011 Well can you suggest me something ? or did I miss some steps ? Br, Luca Domenella T: +39 0698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) http://www.bwinparty.com/ www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: martedì 6 dicembre 2011 16:38 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 You'll have to get the 2.3 tarball, then upgrade 2.0 > 2.1 > 2.2 > 2.3, then use the 2.4 tarball, then upgrade 2.3 > 2.4, then get the 3.0 tarball, and upgrade 2.4 > 3.0. The problem is that the migration scripts DBUpdate-to-2.3.pl and such (that you actually don't seem to be using) use the API and the API expects some fields to be present, which will not be there, because you have not yet completed the migration. -- Mike On Tue, Dec 6, 2011 at 16:24, Luca Domenella wrote: Hi Michiel, i’ve seen it and read it before to start, but its very unclear to me whats needed to do. Anyway what happened to me looks different, I found that there is an extra mysql|postgres patch that add the 2 fields on the ticket table… I will apply that manually and also reapply the create index that failed manually L Could you explain to me what is the workaround described in the link you sent me ? because I haven’t understood it L Br, Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) http://www.bwinparty.com/ www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: martedì 6 dicembre 2011 16:19 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi, please note this warning in UPGRADING: "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" -- Mike On Tue, Dec 6, 2011 at 15:16, Luca Domenella wrote: Hi, doing the database upgrade i've got the following error, maybe its normal but id like some info about it. Performing the upgrade with the following steps: 1. cat DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs2 OK 2. cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root otrs2 OK 3. cat DBUpdate-to-2.3.mysql.sql | mysql -p -f -u root otrs2 the errors iìve got are: ERROR 1072 (42000) at line 116: Key column 'escalation_response_time' doesn't exist in table ERROR 1072 (42000) at line 117: Key column 'escalation_solution_time' doesn't exist in table There is not any field named 'escalation_response_time' and 'escalation_solution_time' in the table... is this an expected behavior ? Br, Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Domenella Sent: martedì 6 dicembre 2011 14:20 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi Ugo, i will perform some tests, will let you know thanks ! Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: martedì 6 dicembre 2011 13:27 To: otrs@otrs.org Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 On 2011-12-06 06:41, Luca Domenella wrote:

Hi, i installed from source OTRS, the other stuff from rpm

Ok, I installed via RPM (RHEL5), so YMMV, but here is what I did: On the old server: - Create a backup using /opt/otrs/scripts/backup.pl On the new server: - install perl-LDAP, mysql-server, httpd - copy the 2.3 rpm from old server - install the 2.3 rpm - edit my.cnf to set max_allowed_packet=512M and query_cache_size=48M (this is a server dedicated to otrs) - start mysql - create the mysql user - enable port 80, 443, 3306 in iptables - run the restore script (/opt/otrs/scripts/restore.pl -b /root/2011-07-04_05-11/ -d /opt/otrs/) - /opt/otrs/bin/otrs.RebuildConfig.pl - start httpd - est if index.pl is working - make sure all services come up at boot Then, cycle through the upgrade operations - install new dependencies perl-Net-DNS perl-XML-Parser - upgrade the rpm to 2.4 (rpm -Uvhf) - run the DBUpdate-to-2.4.mysql.sql script - get back to root and run /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs apache apache apache - su - otrs - run the DBUpdate-do-2.4.pl script - test done for 2.4, repeat for 3.0 (dependency: perl-TimeDate) Other stuff for 3.0 - Change the otrs DB and tables to UTF-8 charset - test - Go to the admin interface, support assessment and fix things there Optional: - Go to the - install perl-GD perl-GDGraph perl-GDTextUtil perl-JSON-XS perl-Apache-DBI If something looks broken, try: /opt/otrs/bin/otrs.RebuildConfig.pl restart apache Of course, you may have to adapt this procedure to your environment, but it should help. --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

Great, that was exactly as expected! -- Mike On Wed, Dec 7, 2011 at 09:51, Luca Domenella wrote:

Hi to all****

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@Mike: yeasterday i did the Dbupgrade-to-2.3.pl using the script from the package: 2.3.1, this morning i did it using the script from the package 2.3.6 and seem to work.****

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Just as reference for all the others that need to do the same upgrade****

** **

Cheers,**

*Luca Domenella*****

T: +39 0698962316 E: luca.domenella@bwinparty.com****

*bwin Italia* Via Adolfo Ravà, 124 00142 Roma (RM)****

www.bwinparty.com****

****

This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system.

Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.****

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Luca Domenella *Sent:* martedì 6 dicembre 2011 16:45

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11****

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Hi Mike,****

** **

well the problem is that actually im trying to upgrade from 2.2 to 2.3 but awfully the DBUpdate-to-2.3.pl look for a field in ticket table archive_flag that exist only in the 3.0****

** **

so now im stopped with the following errors and I don’t know how to fix it. ****

** **

Use of uninitialized value in pattern match (m//) at /opt/otrs/Kernel/System/Ticket.pm line 2360.****

ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011****

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Message: Need ID or Name!****

** **

Traceback (10291):****

Module: Kernel::System::Queue::QueueGet (v1.129) Line: 767****

Module: Kernel::System::Ticket::TicketEscalationPreferences (v1.488.2.18) Line: 2163****

Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2388****

Module: main::MigrateEscalation (v1.26) Line: 278****

Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97****

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DBD::mysql::st execute failed: Unknown column 'st.archive_flag' in 'field list' at /opt/otrs/Kernel/System/DB.pm line 553.****

ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011****

** **

Message: Unknown column 'st.archive_flag' in 'field list', SQL: 'SELECT st.id, st.queue_id, sq.name, st.ticket_state_id, st.ticket_lock_id, sp.id, sp.name, st.create_time_unix, st.create_time, sq.group_id, st.tn, st.customer_id, st.customer_user_id, st.user_id, st.responsible_user_id, st.until_time, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.freetime1, st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.change_time, st.title, st.escalation_update_time, st.timeout, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.archive_flag FROM ticket st, ticket_priority sp, queue sq WHERE sp.id = st.ticket_priority_id AND sq.id = st.queue_id AND st.id = ? LIMIT 1'****

** **

Traceback (10291):****

Module: Kernel::System::Ticket::TicketGet (v1.488.2.18) Line: 1022****

Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2354****

Module: main::MigrateEscalation (v1.26) Line: 278****

Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97****

** **

Use of uninitialized value in pattern match (m//) at /opt/otrs/Kernel/System/Ticket.pm line 2360.****

ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011****

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Message: Need ID or Name!****

** **

Traceback (10291):****

Module: Kernel::System::Queue::QueueGet (v1.129) Line: 767****

Module: Kernel::System::Ticket::TicketEscalationPreferences (v1.488.2.18) Line: 2163****

Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2388****

Module: main::MigrateEscalation (v1.26) Line: 278****

Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97****

** **

DBD::mysql::st execute failed: Unknown column 'st.archive_flag' in 'field list' at /opt/otrs/Kernel/System/DB.pm line 553.****

ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011****

** **

** **

Well can you suggest me something ? or did I miss some steps ?****

** **

Br,****

** **

* *

*Luca Domenella*****

T: +39 0698962316 E: luca.domenella@bwinparty.com****

*bwin Italia* Via Adolfo Ravà, 124 00142 Roma (RM)****

www.bwinparty.com****

****

This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system.

Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.****

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*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Michiel Beijen *Sent:* martedì 6 dicembre 2011 16:38 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11****

** **

You'll have to get the 2.3 tarball, then upgrade 2.0 > 2.1 > 2.2 > 2.3, then use the 2.4 tarball, then upgrade 2.3 > 2.4, then get the 3.0 tarball, and upgrade 2.4 > 3.0.

The problem is that the migration scripts DBUpdate-to-2.3.pl and such (that you actually don't seem to be using) use the API and the API expects some fields to be present, which will not be there, because you have not yet completed the migration.

-- Mike****

On Tue, Dec 6, 2011 at 16:24, Luca Domenella wrote:****

Hi Michiel,****

****

i’ve seen it and read it before to start, but its very unclear to me whats needed to do.****

****

Anyway what happened to me looks different, I found that there is an extra mysql|postgres patch that add the 2 fields on the ticket table…****

I will apply that manually and also reapply the create index that failed manually L****

****

Could you explain to me what is the workaround described in the link you sent me ? because I haven’t understood it L****

****

Br,****

*Luca Domenella*****

T: +39 0698962316 E: luca.domenella@bwinparty.com****

*bwin Italia* Via Adolfo Ravà, 124 00142 Roma (RM)****

www.bwinparty.com****

****

This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system.

Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.****

****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Michiel Beijen *Sent:* martedì 6 dicembre 2011 16:19****

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11****

****

Hi, please note this warning in UPGRADING:

"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"

-- Mike****

On Tue, Dec 6, 2011 at 15:16, Luca Domenella wrote:****

Hi,

doing the database upgrade i've got the following error, maybe its normal but id like some info about it.

Performing the upgrade with the following steps: 1. cat DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs2 OK 2. cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root otrs2 OK 3. cat DBUpdate-to-2.3.mysql.sql | mysql -p -f -u root otrs2 the errors iìve got are: ERROR 1072 (42000) at line 116: Key column 'escalation_response_time' doesn't exist in table ERROR 1072 (42000) at line 117: Key column 'escalation_solution_time' doesn't exist in table

There is not any field named 'escalation_response_time' and 'escalation_solution_time' in the table... is this an expected behavior ?

Br,****

Luca Domenella T: +39 0698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com

This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system.

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-----Original Message-----****

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Domenella Sent: martedì 6 dicembre 2011 14:20 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11

Hi Ugo,

i will perform some tests, will let you know

thanks !

Luca Domenella T: +39 0698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com

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-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: martedì 6 dicembre 2011 13:27 To: otrs@otrs.org Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11

On 2011-12-06 06:41, Luca Domenella wrote:

...

Hi, i installed from source OTRS, the other stuff from rpm

Ok,

I installed via RPM (RHEL5), so YMMV, but here is what I did:

On the old server:

- Create a backup using /opt/otrs/scripts/backup.pl

On the new server:

- install perl-LDAP, mysql-server, httpd - copy the 2.3 rpm from old server - install the 2.3 rpm - edit my.cnf to set max_allowed_packet=512M and query_cache_size=48M (this is a server dedicated to otrs) - start mysql - create the mysql user - enable port 80, 443, 3306 in iptables - run the restore script (/opt/otrs/scripts/restore.pl -b /root/2011-07-04_05-11/ -d /opt/otrs/) - /opt/otrs/bin/otrs.RebuildConfig.pl - start httpd - est if index.pl is working - make sure all services come up at boot

Then, cycle through the upgrade operations

- install new dependencies perl-Net-DNS perl-XML-Parser - upgrade the rpm to 2.4 (rpm -Uvhf) - run the DBUpdate-to-2.4.mysql.sql script - get back to root and run /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs apache apache apache - su - otrs - run the DBUpdate-do-2.4.pl script - test

done for 2.4, repeat for 3.0 (dependency: perl-TimeDate) Other stuff for 3.0

- Change the otrs DB and tables to UTF-8 charset - test - Go to the admin interface, support assessment and fix things there

Optional:

- Go to the - install perl-GD perl-GDGraph perl-GDTextUtil perl-JSON-XS perl-Apache-DBI

If something looks broken, try: /opt/otrs/bin/otrs.RebuildConfig.pl restart apache

Of course, you may have to adapt this procedure to your environment, but it should help.

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Doing some tests, looks that the problem is on the perl script, where it do not go from cleanup database function to the next one… I don’t have idea why ! Cheers, Luca Domenella T: +39 0698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) http://www.bwinparty.com/ www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Domenella Sent: mercoledì 7 dicembre 2011 14:27 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Importance: High Hi Mike, i spoke too early ! the script dont fail... but never end and looking from mysql perspective the script don’t perform any action L mysql> show processlist; +----+------+-----------+-------+---------+------+-------+------------------+ | Id | User | Host | db | Command | Time | State | Info | +----+------+-----------+-------+---------+------+-------+------------------+ | 12 | root | localhost | NULL | Query | 0 | NULL | show processlist | | 13 | otrs | localhost | otrs2 | Sleep | 0 | | NULL | +----+------+-----------+-------+---------+------+-------+------------------+ 2 rows in set (0.00 sec) Do you have any suggestion on how to process ? Would be correct for example to do an alter table add column archive_flag before to run the perl script ? Please let me know or I cant go over L Best regards, Luca Domenella T: +39 0698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) http://www.bwinparty.com/ www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: mercoledì 7 dicembre 2011 10:32 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Great, that was exactly as expected! -- Mike On Wed, Dec 7, 2011 at 09:51, Luca Domenella wrote: Hi to all @Mike: yeasterday i did the Dbupgrade-to-2.3.pl using the script from the package: 2.3.1, this morning i did it using the script from the package 2.3.6 and seem to work. Just as reference for all the others that need to do the same upgrade Cheers, Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) http://www.bwinparty.com/ www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Domenella Sent: martedì 6 dicembre 2011 16:45 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi Mike, well the problem is that actually im trying to upgrade from 2.2 to 2.3 but awfully the DBUpdate-to-2.3.pl look for a field in ticket table archive_flag that exist only in the 3.0 so now im stopped with the following errors and I don’t know how to fix it. Use of uninitialized value in pattern match (m//) at /opt/otrs/Kernel/System/Ticket.pm line 2360. ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011 Message: Need ID or Name! Traceback (10291): Module: Kernel::System::Queue::QueueGet (v1.129) Line: 767 Module: Kernel::System::Ticket::TicketEscalationPreferences (v1.488.2.18) Line: 2163 Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2388 Module: main::MigrateEscalation (v1.26) Line: 278 Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97 DBD::mysql::st execute failed: Unknown column 'st.archive_flag' in 'field list' at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011 Message: Unknown column 'st.archive_flag' in 'field list', SQL: 'SELECT st.id, st.queue_id, sq.name, st.ticket_state_id, st.ticket_lock_id, sp.id, sp.name, st.create_time_unix, st.create_time, sq.group_id, st.tn, st.customer_id, st.customer_user_id, st.user_id, st.responsible_user_id, st.until_time, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.freetime1, st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.change_time, st.title, st.escalation_update_time, st.timeout, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.archive_flag FROM ticket st, ticket_priority sp, queue sq WHERE sp.id = st.ticket_priority_id AND sq.id = st.queue_id AND st.id = ? LIMIT 1' Traceback (10291): Module: Kernel::System::Ticket::TicketGet (v1.488.2.18) Line: 1022 Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2354 Module: main::MigrateEscalation (v1.26) Line: 278 Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97 Use of uninitialized value in pattern match (m//) at /opt/otrs/Kernel/System/Ticket.pm line 2360. ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011 Message: Need ID or Name! Traceback (10291): Module: Kernel::System::Queue::QueueGet (v1.129) Line: 767 Module: Kernel::System::Ticket::TicketEscalationPreferences (v1.488.2.18) Line: 2163 Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.488.2.18) Line: 2388 Module: main::MigrateEscalation (v1.26) Line: 278 Module: ./scripts/DBUpdate-to-2.3.pl (v1.26) Line: 97 DBD::mysql::st execute failed: Unknown column 'st.archive_flag' in 'field list' at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Tue Dec 6 16:32:46 2011 Well can you suggest me something ? or did I miss some steps ? Br, Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) http://www.bwinparty.com/ www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: martedì 6 dicembre 2011 16:38 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 You'll have to get the 2.3 tarball, then upgrade 2.0 > 2.1 > 2.2 > 2.3, then use the 2.4 tarball, then upgrade 2.3 > 2.4, then get the 3.0 tarball, and upgrade 2.4 > 3.0. The problem is that the migration scripts DBUpdate-to-2.3.pl and such (that you actually don't seem to be using) use the API and the API expects some fields to be present, which will not be there, because you have not yet completed the migration. -- Mike On Tue, Dec 6, 2011 at 16:24, Luca Domenella wrote: Hi Michiel, i’ve seen it and read it before to start, but its very unclear to me whats needed to do. Anyway what happened to me looks different, I found that there is an extra mysql|postgres patch that add the 2 fields on the ticket table… I will apply that manually and also reapply the create index that failed manually L Could you explain to me what is the workaround described in the link you sent me ? because I haven’t understood it L Br, Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) http://www.bwinparty.com/ www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: martedì 6 dicembre 2011 16:19 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi, please note this warning in UPGRADING: "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" -- Mike On Tue, Dec 6, 2011 at 15:16, Luca Domenella wrote: Hi, doing the database upgrade i've got the following error, maybe its normal but id like some info about it. Performing the upgrade with the following steps: 1. cat DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs2 OK 2. cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root otrs2 OK 3. cat DBUpdate-to-2.3.mysql.sql | mysql -p -f -u root otrs2 the errors iìve got are: ERROR 1072 (42000) at line 116: Key column 'escalation_response_time' doesn't exist in table ERROR 1072 (42000) at line 117: Key column 'escalation_solution_time' doesn't exist in table There is not any field named 'escalation_response_time' and 'escalation_solution_time' in the table... is this an expected behavior ? Br, Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Domenella Sent: martedì 6 dicembre 2011 14:20 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi Ugo, i will perform some tests, will let you know thanks ! Luca Domenella T: +39 0698962316 tel:%2B39%200698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: martedì 6 dicembre 2011 13:27 To: otrs@otrs.org Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 On 2011-12-06 06:41, Luca Domenella wrote:

Hi, i installed from source OTRS, the other stuff from rpm

Ok, I installed via RPM (RHEL5), so YMMV, but here is what I did: On the old server: - Create a backup using /opt/otrs/scripts/backup.pl On the new server: - install perl-LDAP, mysql-server, httpd - copy the 2.3 rpm from old server - install the 2.3 rpm - edit my.cnf to set max_allowed_packet=512M and query_cache_size=48M (this is a server dedicated to otrs) - start mysql - create the mysql user - enable port 80, 443, 3306 in iptables - run the restore script (/opt/otrs/scripts/restore.pl -b /root/2011-07-04_05-11/ -d /opt/otrs/) - /opt/otrs/bin/otrs.RebuildConfig.pl - start httpd - est if index.pl is working - make sure all services come up at boot Then, cycle through the upgrade operations - install new dependencies perl-Net-DNS perl-XML-Parser - upgrade the rpm to 2.4 (rpm -Uvhf) - run the DBUpdate-to-2.4.mysql.sql script - get back to root and run /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs apache apache apache - su - otrs - run the DBUpdate-do-2.4.pl script - test done for 2.4, repeat for 3.0 (dependency: perl-TimeDate) Other stuff for 3.0 - Change the otrs DB and tables to UTF-8 charset - test - Go to the admin interface, support assessment and fix things there Optional: - Go to the - install perl-GD perl-GDGraph perl-GDTextUtil perl-JSON-XS perl-Apache-DBI If something looks broken, try: /opt/otrs/bin/otrs.RebuildConfig.pl restart apache Of course, you may have to adapt this procedure to your environment, but it should help. --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

I finally migrated all Thanks for your help Mike ! cheers Luca Domenella T: +39 0698962316 E: luca.domenella@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: mercoledì 7 dicembre 2011 15:45 To: User questions and discussions about OTRS. Subject: Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11 Hi Luca, On Wed, Dec 7, 2011 at 14:26, Luca Domenella wrote:

i spoke too early ! the script dont fail... but never end and looking from mysql perspective the script don’t perform any action L

mysql> show processlist; +----+------+-----------+-------+---------+------+-------+------------------+ | Id | User | Host | db | Command | Time | State | Info | | +----+------+-----------+-------+---------+------+-------+------------------+ | 12 | root | localhost | NULL | Query | 0 | NULL | show | processlist | | 13 | otrs | localhost | otrs2 | Sleep | 0 | | NULL | | +----+------+-----------+-------+---------+------+-------+------------------+

2 rows in set (0.00 sec)

Do you have any suggestion on how to process ?

Would be correct for example to do an alter table add column archive_flag before to run the perl script ?

No, adding the column might help, but it should really not be needed when you first upgrade to 2.3. I'm also not sure what other issues this might cause. I know at least you'd have to then remove the add column statement from the DBUpdate-to-3.0 sql script. I've done a ton of upgrades, also from really old versions, such as 2.0.4 > 3.0.x and typically the upgrade process is flawless. If you can reproduce the issue, or find where you got stuck, maybe I can offer some more targeted advice. Otherwise I'd like to offer you assistance from OTRS Group on a commercial basis - let us do the upgrade for you. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Making OTRS even better! Exclusive Feature Add-Ons improve usability of OTRS and extend its functionality: http://j.mp/ndQvZj --------------------------------------------------------------------- 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