https://bugzilla.wikimedia.org/show_bug.cgi?id=60271

--- Comment #16 from Jeff Green <jgr...@wikimedia.org> ---
Upgrade process notes:

disable iodine https/smtpd monitoring
disable db48 mysql monitoring

root@iodine:/usr/local/src# wget
http://ftp.gwdg.de/pub/misc/otrs/otrs-3.2.14.tar.bz2
root@iodine:/opt# tar xjf /usr/local/src/otrs-3.2.14.tar.bz2
study otrs-3.2.14/UPGRADING.md and sanity check these upgrade instructions

root@iodine:~# /etc/init.d/puppet stop
root@iodine:~# /etc/init.d/apache2 stop
root@iodine:~# /etc/init.d/exim4 stop
root@iodine:~# rm /etc/cron.d/puppet /etc/cron.d/otrs

root@iodine:/opt# tar czf backup/otrs-3.2.9-20140206.tgz otrs-3.2.9
stop slave on db48, start dumping the otrs db there

root@iodine:/opt# rm otrs && ln -s otrs-3.2.14 otrs
root@iodine:/opt# cp otrs-3.2.9/Kernel/Config.pm otrs/Kernel/
root@iodine:/opt# ./otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs
--otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs

root@iodine:/opt# ./otrs/bin/otrs.CheckDB.pl
follow database upgrade instructions in UPGRADING.md

on db1048.eqiad.wmnet, otrs database
ALTER TABLE dynamic_field ENGINE=InnoDB;
ALTER TABLE dynamic_field_value ENGINE=InnoDB;
ALTER TABLE gi_debugger_entry ENGINE=InnoDB;
ALTER TABLE gi_debugger_entry_content ENGINE=InnoDB;
ALTER TABLE gi_object_lock_state ENGINE=InnoDB;
ALTER TABLE gi_webservice_config ENGINE=InnoDB;
ALTER TABLE gi_webservice_config_history ENGINE=InnoDB;
ALTER TABLE notification_event ENGINE=InnoDB;
ALTER TABLE notification_event_item ENGINE=InnoDB;
ALTER TABLE pm_activity ENGINE=InnoDB;
ALTER TABLE pm_activity_dialog ENGINE=InnoDB;
ALTER TABLE pm_entity ENGINE=InnoDB;
ALTER TABLE pm_entity_sync ENGINE=InnoDB;
ALTER TABLE pm_process ENGINE=InnoDB;
ALTER TABLE pm_transition ENGINE=InnoDB;
ALTER TABLE pm_transition_action ENGINE=InnoDB;
ALTER TABLE scheduler_task_list ENGINE=InnoDB;
ALTER TABLE sessions ENGINE=InnoDB;
ALTER TABLE smime_signer_cert_relations ENGINE=InnoDB;
ALTER TABLE ticket_flag ENGINE=InnoDB;
ALTER TABLE virtual_fs ENGINE=InnoDB;
ALTER TABLE virtual_fs_db ENGINE=InnoDB;
ALTER TABLE virtual_fs_preferences ENGINE=InnoDB;
***NOTE*** otrs.CheckDB.pl complains because the default storage engine for
db1048 is myisam
jgreen declares this acceptable and moves on

root@iodine:/opt# /etc/init.d/apache2 start
ADMIN -> System Administration -> Package Manager
  Reinstall will be under the ACTION column for each package

root@iodine:/opt# cp otrs-3.2.9/Kernel/Config/Files/ZZZA*
otrs/Kernel/Config/Files/
root@iodine:/opt# ./otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs
--otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs
root@iodine:/opt# /etc/init.d/apache2 restart

test functionality

root@iodine:~# /etc/init.d/exim4 start
root@iodine:~# puppetd -tv
send a mail to e.g. info-en and check that it shows up in OTRS

PROBLEMS
 - javascripty label in search box changed from Ticket# to Fulltext-Search
   FIX:
   
https://ticket.wikimedia.org/otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend%3A%3AAgent%3A%3AToolBarModule;SysConfigGroup=Ticket
    TicketSearchFulltext
    that ended up in /opt/otrs/Kernel/Config/Files/ZZZAuto.pm

 - GenericAgent.pm has gone missing?
   FIX: otrs@iodine:/opt/otrs/Kernel/Config$ cp GenericAgent.pm.dist
GenericAgent.pm

 - We also tried to hide Product News by default by setting "default = 0" here
  
https://ticket.wikimedia.org/otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend%3A%3AAgent%3A%3ADashboard;SysConfigGroup=Framework
   we're thinking that will apply only to new agents

reenable iodine https/smtpd monitoring

restart slave on db48
reenable db48 mysql monitoring

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