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Installation of OTRS 2.4.7 & up gradation to OTRS 4

Hello Everyone,

Today we are doing installation & up gradation of OTRS 2.4.7 to OTRS 4

so lets get started

What is the OTRS

OTRS, an initialism for Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them

Lets install OTRS 2.4.7

My environment : centos 6.6 with 1GB RAM ( not really require)

After installing Centos you have to update the OS first


yum update

install wget

yum install wget

Adding EPEL Repository to RHEL / CentOS / Scientific Linux 6.x

wget http://epel.mirror.net.in/epel/6/i386/epel-release-6-8.noarch.rpm

rpm -Uvh epel-release-6-8.noarch.rpm

yum install yum-priorities –y

now you have to edit centos base repo

vi /etc/yum.repos.d/CentOS-Base.repo

Change the priority for [base], [updates], [extras]: priority=1.


cd /tmp

wget http://mirror.de.leaseweb.net/epel/6/x86_64/epel-release-6-8.noarch.rpm

rpm –import https://fedoraproject.org/static/0608B895.txt

rpm -i epel-release-6-8.noarch.rpm

now edit epel repo

vi /etc/yum.repos.d/epel.repo   to   priority=10


Deactivate SELINUX

Vi /etc/sysconfig/selinux




Init 6


Installing Apache webserver

yum install httpd –y

service httpd start

chkconfig httpd on


installing MySQL DB

yum install mysql-server –y


Set Mysql caching

vi /etc/my.cnf

add below lines



MySQL 4.x has query caching available.

Enable it for vast improvement and it may be all you need to tweak.





service mysqld start

chkconfig mysqld on


Configuring mysql



Install prerequisites for OTRS 2.4.7

yum install perl perl-Bit-Vector perl-CPAN perl-Carp-Clan perl-DBD-MySQL perl-DBI perl-Date-Calc perl-Digest-HMAC perl-Digest-SHA perl-Digest-SHA1 perl-ExtUtils-MakeMaker perl-ExtUtils-ParseXS perl-GD perl-GDGraph perl-GDGraph3d perl-GDTextUtil perl-Module-Pluggable perl-Net-DNS perl-Pod-Escapes perl-Pod-Simple perl-Test-Harness perl-devel perl-libs perl-version vim-enhanced zlib-devel libpng-devel libjpeg-devel freetype-devel fontconfig-devel gd gd-devel perl-Bit-Vector perl-Date-Calc perl-Date-Leapyear perl-Date-ICal perl-DBI perl-Digest-HMAC perl-Digest-SHA1 perl-Net-DNS perl-GD perl-GD-Graph3d perl-GDGraph perl-GDTextUtil mod_perl make gcc perl-CGI perl-SOAP-Lite perl-XML-Parser perl-Net-SMTP-SSL perl-DateTime-Format-DateParse perl-DateTime-Format-Mail perl-DateTime libgdata perl-core perl-Crypt-SSLeay perl-LDAP procmail perl-YAML perl-YAML-LibYAML perl-Text-CSV_XS perl-JSON-XS perl-YAML-LibYAML perl-JSON-XS perl-PDF-API2 –y

installing OTRS

wget http://ftp.otrs.org/pub/otrs/RPMS/redhat/8.0/otrs-2.4.7-01.noarch.rpm

yum install otrs-2.4.7-01.noarch.rpm



OTRS 2.4.7


Three new users are created


New tickets are generated using Email ID


installation is done now upgradation

Preparation for up gradation

Deactivate E-Mail

Admin -> SysConfig -> Framework -> Core::Sendmail


Disable the postmaster email account

Admin -> PostMaster Mail Account


Change to invalid temporary


Log off all users session except your session

Stop the require services

Service otrs stop

Service httpd stop

Service crond stop

Service postfix stop


Taking database backup using backup script

root@testO scripts]# ./backup.pl -d /opt/otrs/ -c gzip -t dbonly


download version 3.1.12


[root@testO ~]# cd /tmp/

[root@testO tmp]# wget http://ftp.otrs.org/pub/otrs/RPMS/redhat/8.0/otrs-2.4.15-01.noarch.rpm

[root@testO tmp]# yum install otrs-2.4.15-01.noarch.rpm

[root@testO scripts]# /opt/otrs/bin/otrs.SetPermissions.pl –otrs-user=otrs –web-user=apache –otrs-group=apache –web-group=apache /opt/otrs

cat /opt/otrs/scripts/DBUpdate-to-2.3.mysql.sql | mysql -p -f -u root otrs

 cat /opt/otrs/scripts/DBUpdate-to-2.3-post.mysql.sql | mysql -p -f -u root otrs

[root@testO tmp]# service httpd restart

Stopping httpd:                                           [FAILED]

Starting httpd:                                           [ OK ]

[root@testO tmp]# service crond restart

Starting crond:                                          [ OK ]

[root@testO tmp]# service postfix restart

Shutting down postfix:                                     [FAILED]

Starting postfix:                                         [ OK ]

[root@testO tmp]# service otrs start

hostname: Unknown host

Starting OTRS..

Checking httpd … done.

Checking MySQL … done.

Checking database connect… It looks Ok! done.

Enable /opt/otrs/bin/PostMaster.pl … done.

Checking otrs spool dir… done.

Creating cronjobs (source /opt/otrs/var/cron/*) …



–>> http:///otrs/index.pl <<–

Final start of OTRS.. done


ok we have upgraded OTRS 2.4.7 to 2.4.15  now we are upgrading 2.4.15 to 3.0.1

now here come the tricky part, i have tried to upgrade using slandered procedure but Database not migrated

so here is my procedure upgrade otrs to 3.0.1



Upgrading OTRS from 2.4.15 to 3.0.1

I  have download the “otrs-3.0.1.tar.gz” from http://ftp.otrs.org/pub/otrs/

i transfer downloaded file using WINSCP

Take OTRS backup using ./backup.pl script

Take mysql backup using

mysqldump -u root -proot123 –all-databases > /tmp/all-database.sql

mysqldump -u root -proot123 otrs > /tmp/otrs.sql

Transfers downloaded file to OTRS system to



Stop the required services





Rename the otrs folder to otrs.old

Rename the otrs-3.0.1 to otrs

Copy the below files in new OTRS folder






Run the below commands step by step

/opt/otrs/bin/SetPermissions.pl –otrs-user=otrs –web-user=apache –otrs-group=apache –web-group=apache /opt/otrs

Check if any module missing


cat /opt/otrs/scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs

su -s /bin/bash -c “/opt/otrs/scripts/DBUpdate-to-3.0.pl” otrs

cat /opt/otrs/scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs

su -s /bin/bash -c “/opt/otrs/bin/otrs.RebuildConfig.pl” otrs

Start require services

service httpd start

service crond start

service postfix start

service otrs start


log in to the otrs you can see otrs has been updated to version 3.0.1


u can see users & tickets are there

now we are upgrading 3.1.18 -> 3.2.12

OTRS Upgrade 3.1.18 -> 3.2.12

Take backup before up gradation

 Stop require services

service httpd stop

service crond stop

service postfix stop

service otrs stop


wget http://ftp.otrs.org/pub/otrs/RPMS/rhel/6/otrs-3.2.12-01.noarch.rpm

yum install otrs-3.2.12-01.noarch.rpm


/opt/otrs/bin/otrs.SetPermissions.pl –otrs-user=otrs –web-user=apache –otrs-group=apache –web-group=apache /opt/otrs

cat /opt/otrs/scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root otrs

cat /opt/otrs/scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root otrs

su -s /bin/bash -c “/opt/otrs/scripts/DBUpdate-to-3.2.pl” otrs

su -s /bin/bash -c “/opt/otrs/bin/otrs.DeleteCache.pl” otrs


Start require services

service httpd start

service crond start

service postfix start

service otrs start


upgraded to 3.1.18 -> 3.2.12


now i am not getting this document tooo long

you have to follow same procedure up-gradation of 3.1.18 to 3.2.12

each time make sure your taking backup

& one more thing there is sequence of up gradation 2.4.7>>2.4.15>>3.0.1>>3.1.18>>3.2.12>>3.3.3>>4.0.

i have successfully completed to 4.0

Best Of Luck










One Response to “Installation of OTRS 2.4.7 & up gradation to OTRS 4”

  • Good Day;

    Can we please some support on upgrading OTRS 3.2 TO 3.3 we are having issues with Databse migration shown below :-

    ERROR 1452 (23000) at line 140: Cannot add or update a child row: a foreign key constraint fails (`otrs`.,
    CONSTRAINT `FK_standard_template_attachment_standard_template_id_id` FOREIGN KEY (`standard_template_id`) REFERENCES `standard_templat)

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