Stop all relevant services.

e. g. (depends on used services):

shell> /etc/init.d/cron stop
shell> /etc/init.d/postfix stop
shell> /etc/init.d/apache stop
            

Backup everything below $OTRS_HOME (default: OTRS_HOME=/opt/otrs):

Make sure that you have backed up everything ;-)

Setup new system (optional)

If possible, try this install on a separate machine for testing first.

Install the new release (tar or RPM).

Own themes

Note: The OTRS themes between 3.2 and 3.3 are NOT compatible, so don't use your old themes!

Themes are located under $OTRS_HOME/Kernel/Output/HTML/*/*.dtl (default: OTRS_HOME=/opt/otrs).

Please also note that dtl-Files must be in utf-8 from OTRS 3.3 on.

Set file permissions.

If the tarball is used, execute:

shell> cd /opt/otrs/
shell> bin/otrs.SetPermissions.pl
            

with the permissions needed for your system setup.

Check needed Perl modules

Verify that all needed perl modules are installed on your system and install any modules that might be missing.

shell> /opt/otrs/bin/otrs.CheckModules.pl
               

Schema update:

Note: new tables created in the MySQL UPGRADING process will be created with the default table storage engine set in your MySQL server. In MySQL 5.5 the new default type is InnoDB. If existing tables, e.g. "users", have the table storage engine, e.g. MyISAM, then an error will be displayed when creating the foreign key constraints.

You have two options: (1) you can change the default storage engine of MySQL back to MyISAM so that new tables will have the same engine as the existing tables, or (2) change the existing tables to use InnoDB as storage engine.

Any problems with regards to the storage engine will be reported by the otrs.CheckDB.pl script, so please run it to check for possible issues.

shell> cd /opt/otrs/

# MySQL:
shell> bin/otrs.CheckDB.pl
shell> cat scripts/DBUpdate-to-3.3.mysql.sql | mysql -p -f -u root otrs

# PostgreSQL 8.2+:
shell> cat scripts/DBUpdate-to-3.3.postgresql.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs

# PostgreSQL, older versions:
shell> cat scripts/DBUpdate-to-3.3.postgresql_before_8_2.sql | psql --set ON_ERROR_STOP=on --single-transaction otrs otrs
            

Note: If you use PostgreSQL 8.1 or earlier, you need to activate the new legacy driver for these older versions. Do this by adding a new line to your Kernel/Config.pm like this:

$Self->{DatabasePostgresqlBefore82} = 1;
            

Run the migration script (as user 'otrs', NOT as root):

shell> scripts/DBUpdate-to-3.3.pl
            

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

Refresh the configuration and delete caches. Please run (as user 'otrs', NOT as 'root'):

shell> bin/otrs.RebuildConfig.pl
shell> bin/otrs.DeleteCache.pl
            

Restart your services.

e. g. (depends on used services):

shell> /etc/init.d/cron start
shell> /etc/init.d/postfix start
shell> /etc/init.d/apache start
            

Now you can log into your system.

Check installed packages

In the package manager, check if all packages are still marked as correctly installed or if any require reinstallation or even a package upgrade.

The following packages are automatically uninstalled after the upgrade process (if they where installed before):

Check config settings of OTRSFreeTextFromCustomerUser

Note: This only applies if you used the package OTRSFreeTextFromCustomerUser previously.

If you used this module previously, you need to reconfigure it. The module is automatically uninstalled by the upgrading script as it is now a part of the OTRS framework.

If you want to keep using it, please enable the setting "Ticket::EventModulePost###930-DynamicFieldFromCustomerUser" to activate this feature and configure the mapping in the setting "DynamicFieldFromCustomerUser::Mapping".

Import your ACLs to the new ACL editor (optional)

In OTRS 3.3, there is a graphical editor for ACLs in the administration interface. You will need to import your existing ACLs (e.g. in Config.pm or additional files) to the editor by using bin/otrs.ImportACLsFromConfig.pl in order to make them available in the editor. Please make sure to delete any ACLs from Config.pm (or other files) after successfully finishing the import procedure. Also you will need to use the deploy button in the ACL administration frontend in order to re-deploy the imported ACLs to your system.

Update your web server configuration

Note: this applies only if you use the Apache web server, and do not use the configuration file directly from the OTRS installation directory (e. g. with a symlink from the Apache configuration directory).

Please update the the Apache configuration file for OTRS as there have been several changes (see scripts/apache2-httpd.include.conf).

Update and activate cronjobs

There are several OTRS default cronjobs in $OTRS_HOME/var/cron/*.dist. They can be activated by copying them without the ".dist" filename extension. Do this to make sure you get the latest versions of the cronjobs and new cronjobs as well.

shell> cd var/cron
shell> for foo in *.dist; do cp $foo `basename $foo .dist`; done
            

Please check the copied files and re-apply any customizations that you might have made.

To schedule these cronjobs on your system, you can use the script Cron.sh. Make sure to execute it as the OTRS system user!

shell> /opt/otrs/bin/Cron.sh start
            

Well done!