Updating

Note

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

Note

To prepare required perl modules beforehand, you can already download and unzip the new OTOBO version and execute the check modules script, e.g. with the following command (please adjust the file path). This is not necessary in a regular installation and will be part of the later update instruction.

perl /tmp/otobo/bin/otobo.CheckModules.pl --list

Note

On Debian systems you may need to manually install some perl packages before upgrading to 11.0.

sudo apt-get install -y libarchive-zip-perl libtimedate-perl libdatetime-perl libconvert-binhex-perl libcgi-psgi-perl libdbi-perl libdbix-connector-perl libfile-chmod-perl liblist-allutils-perl libmoo-perl libnamespace-autoclean-perl libnet-dns-perl libnet-smtp-ssl-perl libpath-class-perl libsub-exporter-perl libtemplate-perl libtemplate-perl libtext-trim-perl libtry-tiny-perl libxml-libxml-perl libyaml-libyaml-perl libdbd-mysql-perl libapache2-mod-perl2 libmail-imapclient-perl libauthen-sasl-perl libauthen-ntlm-perl libjson-xs-perl libtext-csv-xs-perl libpath-class-perl libplack-perl libplack-middleware-header-perl libplack-perl libplack-middleware-reverseproxy-perl libencode-hanextra-perl libio-socket-ssl-perl libnet-ldap-perl libcrypt-eksblowfish-perl libxml-libxslt-perl libxml-parser-perl libconst-fast-perl

For OTOBO 11.0, the following packages are being migrated automatically to the framework. This means that no separate packe is necessary and they will be part of OTOBO by default.

  • Ayte-CustomTranslations

  • ExtendedCDBInfoTile

  • ImportExport

  • LightAdmin

  • MarkTicketSeenUnseen

  • QuickDateButtons

  • ResponseTemplatesStatePreselection

  • RotherOSS-LightAdmin

  • RotherOSS-InternalTransitionActions

  • TicketTimeUnitsMandatoryOnlyWithArticle

Step 1: Stop All Relevant Services and the OTOBO Daemon

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

sudo systemctl stop postfix
sudo systemctl stop apache2
sudo systemctl stop cron

Stop OTOBO cron jobs and the daemon (in this order):

cd /opt/otobo/
sudo -u otobo bin/Cron.sh stop
sudo -u otobo bin/otobo.Daemon.pl stop

Step 2: Backup Files and Database

Create a backup of the hole /opt/otobo directory and the database.

Example for a standard installation with Ubuntu and MySQL

sudo mkdir /root/otobo-update                            # Create a update directory
cd /root/otobo-update                                    # Change into the update directory
sudo cp -pr /opt/otobo otobo-prod-old                    # Backup the hole OTOBO directory to the update directory
sudo mysqldump -u otobo -p otobo -r otobo-prod-old.sql   # Backup the otobo database to otobo-prod-old.sql

Please check if all files are valid. Now we have a backup with all required data.

Warning

Don’t proceed without a complete backup of your system. You can use also the Backup and Restore script for this.

Step 2.1: Delete CPAN-directory if you are upgrading from 10.1

If you are upgrading from 10.1 to 11.0 you need to clean the cpan-lib directory, since some of the cpan libraries have changed.

sudo rm -rf /opt/otobo/Kernel/cpan-lib/*

This can also be executed with sudo permissions.

Step 3: Install the New Release

Download the latest OTOBO release from https://ftp.otobo.org/pub/otobo/.

cd /opt/otobo-update                                                      # Change into the update directory
sudo wget https://ftp.otobo.org/pub/otobo/otobo-latest-11.0.tar.gz        # Download the latest OTOBO 11.0 release

Note

(Optional) It’s recommended to validate the downloaded file’s integrity before continuing. This should be done in the same folder than the tar.gz file obtained previously.

sudo wget https://ftp.otobo.org/pub/otobo/checksums/otobo-latest-11.0.tar.gz.sha256
sudo sha256sum -c otobo-latest-11.0.tar.gz.sha256

The output from the last prompt should be “OK”. Otherwise the installation with that file shouldn’t be continued.

After that, unpack the source archive (for example, using tar) into the directory /opt/otobo-update:

sudo tar -xzf otobo-latest-11.0.tar.gz                                # Unzip OTOBO
sudo cp -r otobo-11.0.*/* /opt/otobo                                  # Copy the new otobo directory to /opt/otobo

Restore Old Configuration Files

We need only copy the file Kernel/Config.pm in OTOBO 10.

cd /root/otobo-update
sudo cp -p otobo-prod-old/Kernel/Config.pm /opt/otobo/Kernel/
sudo cp -p otobo-prod-old/var/cron/* /opt/otobo/var/cron/

Restore Article Data

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

cd /root/otobo-update
sudo cp -pr otobo-prod-old/var/article/* /opt/otobo/var/article/

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/otobo/var/stats.

cd /root/otobo-update/otobo-prod-old/var/stats
sudo cp *.installed /opt/otobo/var/stats

Set File Permissions

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

sudo /opt/otobo/bin/otobo.SetPermissions.pl

Check Apache configuration files

Newer versions of OTOBO may need you to adjust the apache configuration. From version 10.1 onwards we moved from CGI to PSGI. Take a look at scripts/apache2-httpd-vhost-443.include.conf to see what settings needs to be adjusted/added.

Step 4: Check for new needed Perl modules

OTOBO needs new cpan packages for some version jumps. Please check if new packages are needed and install them if necessary.

Note

On Debian systems you may need to manually install some packages:

sudo apt-get install -y libarchive-zip-perl libtimedate-perl libdatetime-perl libconvert-binhex-perl libcgi-psgi-perl libdbi-perl libdbix-connector-perl libfile-chmod-perl liblist-allutils-perl libmoo-perl libnamespace-autoclean-perl libnet-dns-perl libnet-smtp-ssl-perl libpath-class-perl libsub-exporter-perl libtemplate-perl libtemplate-perl libtext-trim-perl libtry-tiny-perl libxml-libxml-perl libyaml-libyaml-perl libdbd-mysql-perl libapache2-mod-perl2 libmail-imapclient-perl libauthen-sasl-perl libauthen-ntlm-perl libjson-xs-perl libtext-csv-xs-perl libpath-class-perl libplack-perl libplack-middleware-header-perl libplack-perl libplack-middleware-reverseproxy-perl libencode-hanextra-perl libio-socket-ssl-perl libnet-ldap-perl libcrypt-eksblowfish-perl libxml-libxslt-perl libxml-parser-perl libconst-fast-perl

sudo -u otobo perl /opt/otobo/bin/otobo.CheckModules.pl --inst

Step 5: Update Installed Packages and reconfigure config

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 OTOBO daemon).

sudo -u otobo /opt/otobo/bin/otobo.Console.pl Admin::Package::ReinstallAll
sudo -u otobo /opt/otobo/bin/otobo.Console.pl Admin::Package::UpgradeAll
sudo -u otobo /opt/otobo/bin/otobo.Console.pl Maint::Config::Rebuild

Step 6: Only for minor or major release upgrades (for example to upgrade from 10.1 to 11.0)

sudo -u otobo /opt/otobo/scripts/DBUpdate-to-11.0.pl

Step 7: Start your Services

Start OTOBO cron jobs and the daemon (in this order):

cd /opt/otobo/
sudo -u otobo bin/otobo.Daemon.pl start
sudo -u otobo bin/Cron.sh start

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

sudo systemctl start postfix
sudo systemctl start apache2
sudo systemctl start cron

Now you can log into your system.