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Updating

Note

It is highly recommended to perform a test update on a separate testing machine first.

Updating from an earlier version of OTRS 7
You can update directly from any previous to the latest available patch level release.
Upgrading from OTRS 6
You can upgrade from any OTRS 6 patch level release to the latest available OTRS 7 patch level release.
Upgrading from OTRS 5 or earlier

You cannot upgrade from OTRS 5 or earlier directly to OTRS 7. Upgrades to all available major versions have to be made sequentially instead. For example, if you come from OTRS 4, you first have to upgrade to OTRS 5, then to OTRS 6 and finally to OTRS 7.

See also

See the administrator manual of the previous versions of OTRS for the upgrade instructions.

Step 1: Stop All Relevant Services and the OTRS Daemon

Please make sure there are no more running services or cron jobs that try to access OTRS. This will depend on your service configuration and OTRS version.

root> systemctl stop postfix
root> systemctl stop apache2

If you do an upgrade from OTRS 6, you need to stop the old OTRS cron jobs and daemon (in this order):

otrs> /opt/otrs/bin/Cron.sh stop
otrs> /opt/otrs/bin/otrs.Daemon.pl stop

If you do a patch level update within OTRS 7 (using the new systemd files), stop the OTRS services via systemd:

root> systemctl stop otrs-daemon
root> systemctl stop otrs-webserver

Step 2: Backup Files and Database

Create a backup of the following files and folders:

  • Kernel/Config.pm
  • custom files in Kernel/Config/Files/
  • Kernel/Config/Files/User/*
  • Kernel/WebApp.conf (only in case of a patch level update of OTRS 7, and only if the file was modified)
  • var/*
  • as well as the database

Warning

Don’t proceed without a complete backup of your system. Use the Backup script for this.

Step 3: Install the New Release

Note

With OTRS 7 RPMs are no longer provided. RPM based installations need to switch by uninstalling the RPM (this will not drop your database) and using the source archives instead.

You can obtain either otrs-x.y.z.tar.gz or otrs-x.y.z.tar.bz2. Unpack the source archive (for example, using tar) into the directory /opt, and create a symbolic link /opt/otrs that points to /opt/otrs-x.y.z. Do not forget to replace the version numbers!

Note

Package bzip2 is not installed in some systems by default. Make sure, that bzip2 is installed before unpacking otrs-x.y.z.tar.bz2.

Unpack command for otrs-x.y.z.tar.gz:

root> tar -xzf otrs-x.y.z.tar.gz -C /opt

Unpack command for otrs-x.y.z.tar.bz2:

root> tar -xjf otrs-x.y.z.tar.bz2 -C /opt

It is recommended to create a symbolic link named /opt/otrs that always points to the latest OTRS version. Using symbolic link makes easy to manage the OTRS updates, because you can leave untouched the directory of the previous version, only the symbolic link needs to change. If you need to revert the update, you can change the target of the symbolic link back.

Execute this command to create a symbolic link:

root> ln -fns /opt/otrs-x.y.z /opt/otrs

Restore Old Configuration Files

  • Kernel/Config.pm
  • Kernel/WebApp.conf (only in case of a patch level update of OTRS 7, and only if the file was modified)

Restore Article Data

If you configured OTRS to store article data in the file system you have to restore the article folder to /opt/otrs/var/ or the folder specified in the system configuration.

Restore Already Installed Default Statistics

If you have additional packages with default statistics you have to restore the stats XML files with the suffix *.installed to /opt/otrs/var/stats.

root> cd OTRS-BACKUP/var/stats
root> cp *.installed /opt/otrs/var/stats

Set File Permissions

Please execute the following command to set the file and directory permissions for OTRS. It will try to detect the correct user and group settings needed for your setup.

root> /opt/otrs/bin/otrs.SetPermissions.pl

Install Required Programs and Perl Modules

Please refer to the section Step 2: Install Additional Programs and Perl Modules in the installation guide that explains how to verify external dependencies such as Perl modules and Node.js.

In addition to that, OTRS 7 also requires an active cluster of Elasticsearch. Please refer to the Hardware and Software Requirements and the Step 8: Setup Elasticsearch Cluster section in the installation guide.

Step 4: Run the Migration Script

The migration script will perform many checks on your system and give you advice on how to install missing Perl modules etc., if that is required. If all checks succeeded, the necessary migration steps will be performed. Please also run this script in case of patch level updates.

Run the migration script:

otrs> /opt/otrs/scripts/DBUpdate-to-7.pl

Warning

Do not continue the upgrading process if this script did not work properly for you. Otherwise malfunction or data loss may occur.

The migration script also checks if ACLs and system configuration settings are correct. In case of an invalid system configuration setting, script will offer you an opportunity to fix it by choosing from a list of possible values. In case the script runs in a non-interactive mode, it will try to automatically fix invalid settings. If this fails, you will be asked to manually update the setting after the migration.

If there are outdated ACLs, the system will not be able to fix them automatically, and they need to be corrected by the administrator. Please see the last step for manual changes for details.

Step 5: Update Installed Packages

Note

Packages for OTRS 6 are not compatible with OTRS 7 and have to be upgraded.

You can use the command below to update all installed packages. This works for all packages that are available from online repositories. You can update other packages later via the package manager (this requires a running OTRS daemon).

otrs> /opt/otrs/bin/otrs.Console.pl Admin::Package::UpgradeAll

Step 6: Start your Services

OTRS 7 comes with an own built-in web server that is used behind Apache as a reverse proxy (or any other reverse proxy server). For upgrade from OTRS 6, the Apache configuration must be updated with the new version in /opt/otrs/scripts/apache2-httpd.include.conf, if it was copied and not just linked.

Please also note that while mod_perl is no longer needed, other Apache modules are required now:

  • mod_headers
  • mod_proxy
  • mod_proxy_http
  • mod_proxy_wstunnel

After that, the services can be started. This will depend on your service configuration, here is an example:

root> systemctl start postfix
root> systemctl start apache2

Note

The OTRS daemon is required for correct operation of OTRS such as sending emails. Please activate it as described in the next step.

Step 7: Start the OTRS Daemon and Web Server

The OTRS daemon is responsible for handling any asynchronous and recurring tasks in OTRS. The built-in OTRS web server process handles the web requests handed over from Apache.

OTRS comes with example systemd configuration files that can be used to make sure that the OTRS daemon and web server are started automatically after the system starts.

root> cd /opt/otrs/scripts/systemd
root> for UNIT in *.service; do cp -vf $UNIT /usr/lib/systemd/system/; systemctl enable $UNIT; done
root> systemctl start otrs-daemon
root> systemctl start otrs-webserver

Now you can log into your system.

Step 8: Manual Migration Tasks and Changes

Warning

This step is required only for upgrade from OTRS 6.

Since the old customer interface screens are no longer present, some ACLs need to be corrected manually by the administrator. The migration script already informed you if this is the case.

Affected ACLs are those that refer to a non-existing customer interface screen in their Action setting. This front end Action rule needs to be replaced with a corresponding Endpoint rule. A table with possible mapping is included below.

Action Endpoint
CustomerTicketPrint No replacement (feature dropped)
CustomerTicketZoom ExternalFrontend::TicketDetailView
CustomerTicketProcess ExternalFrontend::ProcessTicketCreate or ExternalFrontend::ProcessTicketNextStep
CustomerTicketMessage ExternalFrontend::TicketCreate

RPC is completely redesigned in OTRS 7 and the rpc.pl does not exist anymore. There is an operation within SOAP called Generic::RPC.

RPC web services can no longer be used without problems. You will need to take a look at your web services after upgrading to OTRS 7 and probably rebuild them in a different way.

You also have the option to book a consultant who can work with you to rebuild your web services.

Upgrading Elasticsearch

Elasticsearch 7.x changed some configuration settings and behaviors. A full list of changes from Elasticsearch 6.x to 7.x can be reviewed in the Elasticsearch Reference.

One of those options is explicitly interesting for OTRS, which is the maximum amount of open scroll contexts, that had a value of 1000 until the latest version of Elasticsearch 6.x and was reduced to 500 in Elasticsearch 7.x.

In normal situations, this value should not be reached, but we recommend to set this value back to 1000 with the following option, that has to be added to the configuration file elasticsearch.yml:

search.max_open_scroll_context: 1000