Migrate OTRS CE 6 to Znuny LTS fork
Closed, ResolvedPublic
Actions

Assigned To

Authored By

	Keegan
	Apr 5 2021, 4:05 PM

Description

The Wikimedia Foundation will migrate its instance of OTRS Community Edition 6 to a maintained FOSS fork, Znuny LTS. The patch consists of rebranding, it's graphics and text changes to re-mark the software under its new name. The risk here is low, the migration is expected to go relatively quickly and painlessly.

The migration is scheduled to take place from 07:00-09:00 UTC on 13 April, OTRS/Znuny LTS will be inaccessible to agents during that time. Once complete, agents should be able to log in an resume work as normal. There will be no functional changes to the user interface or experience at this time.

Details

	Subject	Repo	Branch	Lines +/-
	Bump version to show we are now targetting Znuny 6.0.x	operations/software/otrs	master	+4 -3

Customize query in gerrit

Related Objects
Search...

Status	Assigned	Task
Open	Keegan	T280392 Migrate Wikimedia away from OTRS software and branding
Resolved	Keegan	T275294 ((OTRS)) Community Edition 6 is end-of-life; no FOSS replacement provided
Resolved	akosiaris	T279303 Migrate OTRS CE 6 to Znuny LTS fork

Event Timeline

Keegan triaged this task as Medium priority.Apr 5 2021, 4:05 PM

Keegan created this task.

RhinosF1 subscribed.Apr 5 2021, 4:14 PM

Raymond subscribed.Apr 5 2021, 4:41 PM

MrJaroslavik subscribed.Apr 5 2021, 4:45 PM

DC subscribed.Apr 5 2021, 5:17 PM

Thryduulf subscribed.Apr 5 2021, 5:18 PM

@akosiaris I assume the usual process of emails being held in queue during the migration will occur? My other question, we can assure people that if something happens this is easy to roll back and there's no direct risk of data loss, correct? (naturally there's risk involved in everything, I'm checking our tolerances).

In T279303#6977714, @Keegan wrote:

@akosiaris I assume the usual process of emails being held in queue during the migration will occur?

Yes.

My other question, we can assure people that if something happens this is easy to roll back

Yes, this is easy to rollback. With major version bumps (e.g. 5.x -> 6.x) aside, the upgrade process never really had difficult to revert steps like database schema upgrades.

and there's no direct risk of data loss, correct? (naturally there's risk involved in everything, I'm checking our tolerances).

As you mention, there's always risk. From what I 've seen this upgrade isn't going to touch anything in the database, so I would be very surprised if something like that where to happen, but I can't 100% guarantee 0 data loss.

That being said, we do take backups so total loss is avoidable. If somehow the upgrade manages to irrevocably corrupt the database, we do have the ability to revert to a state a couple of days old.

Johan moved this task from To Triage to Announce in next Tech/News on the User-notice board.Apr 7 2021, 11:52 AM

Sounds good, thank you.

If we need help from Znuny we can open a ticket with them at support@znuny.com.

NoFWDaddress subscribed.Apr 13 2021, 6:40 AM

Mentioned in SAL (#wikimedia-operations) [2021-04-13T07:26:00Z] <akosiaris> shutdown all OTRS components on otrs1001, prep for OTRS -> Znuny migration. T279303

akosiaris mentioned this in T275294: ((OTRS)) Community Edition 6 is end-of-life; no FOSS replacement provided.Apr 13 2021, 7:27 AM

Mentioned in SAL (#wikimedia-operations) [2021-04-13T07:30:18Z] <akosiaris> migrating to Znuny-6.0.33, release 2021-03-10 . T279303

Mentioned in SAL (#wikimedia-operations) [2021-04-13T07:46:23Z] <akosiaris> Start up all components on otrs1001. T279303

Change 678786 had a related patch set uploaded (by Alexandros Kosiaris; author: Alexandros Kosiaris):

[operations/software/otrs@master] Bump version to show we are now targetting Znuny 6.0.x

https://gerrit.wikimedia.org/r/678786

Change 678786 merged by Alexandros Kosiaris:

[operations/software/otrs@master] Bump version to show we are now targetting Znuny 6.0.x

https://gerrit.wikimedia.org/r/678786

Mentioned in SAL (#wikimedia-operations) [2021-04-13T08:09:09Z] <akosiaris> Remove system maintenance message from OTRS. Migration to Znuny 6.0.33 done. T279303

Maintenance_bot removed a project: Patch-For-Review.Apr 13 2021, 8:11 AM

Looks like it's all okay. Thanks Alexandros

I am gonna be bold and resolve this as it pertains to the actual migration and that part seems to have gone quite well. I am pretty sure we have a ton of followup work, especially regarding relabelling/rebranding, but let's track all those in their own respective tasks.

In T279303#6993277, @akosiaris wrote:

I am gonna be bold and resolve this as it pertains to the actual migration and that part seems to have gone quite well. I am pretty sure we have a ton of followup work, especially regarding relabelling/rebranding, but let's track all those in their own respective tasks.

Yes, thank you, that's the intention.

Johan moved this task from Announce in next Tech/News to Already announced/Archive on the User-notice board.Apr 15 2021, 11:35 AM

Johan moved this task from Already announced/Archive to In current Tech/News draft on the User-notice board.Apr 15 2021, 11:44 AM

Johan moved this task from In current Tech/News draft to Already announced/Archive on the User-notice board.Apr 21 2021, 1:31 PM

Ladsgroup edited projects, added User-notice-archive; removed User-notice.Aug 13 2022, 1:54 PM