Hi all,

for your information: if your campaign plans to make any use of OTRS, you may want to think about a backup plan.

Lodewijk

---------- Forwarded message --------- From: Alexandros Kosiaris akosiaris@wikimedia.org Date: Fri, Sep 4, 2020 at 4:25 AM Subject: [Wikitech-l] OTRS major version upgrade on Monday September 14th 2020 To: Wikimedia developers wikitech-l@lists.wikimedia.org

I 've already sent the email below to otrs related mailing lists, but I think wikitech-l can also benefit from this, so here it is.

-- Hello everyone,

This is to let you know that per https://phabricator.wikimedia.org/T187984#6433997 on September 14th 2020 a 48 hour maintenance window for OTRS from 5.0 to 6.0 will begin. While this is an unusually large time window, the migration process from 5.0 to 6.0 is rather slow. We have looked into optimizing it, but at the end preferred to stick with the software developers recommendations.

During the maintenance window the system will be completely offline. That means:

* No access over the web to the interface * No scheduled jobs of any kind will be run * Email will not be delivered but rather backlogged. It will not be lost as our MX systems will accept them and put them in the queue. Once the system is back to being fully functional, the emails will flow into the system.

We will have a rollback plan ready of course, just in case the migration goes awry. We already have tested it but something might arise anyway.

I am sorry for any inconvenience this might cause.

-- Alexandros Kosiaris Principal Site Reliability Engineer Wikimedia Foundation

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