FYI for wikitech-l as well.

---------- Forwarded message --------- From: Alexandros Kosiaris akosiaris@wikimedia.org Date: Wed, Sep 16, 2020 at 11:16 AM Subject: Re: OTRS major version upgrade on Monday September 14th 2020 To: Private list for OTRS adminstrators otrs-admins@lists.wikimedia.org, otrs-en-l@lists.wikimedia.org

Hello everyone,

This is to inform you that the upgrade of OTRS to 6.0.29 is now complete. The migration has gone well and thankfully has finished on time. The backlog of incoming emails seem to have arrived at the system as expected and new tickets have been created. I 've validated the various functionalities that I had planned to validate and everything seems to be in order (have a look in T187984 if you are interested in the technical details) https://ticket.wikimedia.org is now available again for normal use.

As before, bugs that may have arisen due to the upgrade should be filed under the OTRS project in phabricator, preferably under the OTRS 6 column.

Thank you for your patience,

On Fri, Sep 4, 2020 at 2:20 PM Alexandros Kosiaris akosiaris@wikimedia.org wrote:

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

-- Alexandros Kosiaris Principal Site Reliability Engineer Wikimedia Foundation