Downgrade from 3.11.01 to 3.10.02

[nihkiruks]

Hi guys,

We have some major problems with both Tickets & LiveResponse working with current 3.11.01 build. The worst problems are:

- Tickets are losing their statuses after changing departments. It's hard to reproduce this problem as it happens from time to time.
- LiveResponse application do not getting the messages from customer. I.e. customer is typing something, sending the messages but reps can't see it. This is the very weird problem as customers gets pissed off 'coz they think we simply ignore 'em and do not reply. To make sure customer is not sending the messages to us we have to monitor their "history" page while in chat. Messages are apearing in history, but not in chat dialog.

We had no such problem with build 3.10.02

So, the main question is: is there any database updates were made between 3.10.02 and 3.11.01 builds. Can we simply overwrite current files with files from 3.10.02?

Any advise will be greatly appreciated.

[craigbrass]

It isn't really possible. Overwriting the files would cause database errors I think. A backup restore would be your only option.

[Jamie Edwards]

Hi Nihkiruks,

Sorry to hear you're having problems with the 3.11.01 - have you been in touch with support regarding this? The problems sound rather isolated.

You can downgrade by uploading the files, going to /setup/ selecting Upgrade and running the upgrade script. Remember to do a backup of all files and your database

[nihkiruks]

I didn't tried to contact support, not sure if that'll help, 'coz the problems are random.. I'll try to do the downgrade, then we'll see.. I'll let you know if it'll help.

[internut33]

Think you're past this point but i always:

1) Make a backup of the DB
2) Make a back-up of the folder

This is before upgrading.

I then change the config file in the backed up folder to use the backed up database.

I upgrade over the backups.

So while i'm upgrading the live version is still working just fine. If the upgrade goes well i think switch the backup folder to the live folder.

[nihkiruks]

Thanks, I made the backups However, we've decided to try to cut the database size first, which is 3GB atm. Also, you method of upgrade/switch is good for rather small installation, and we're getting about 1 ticket per minute, so if we'll use temp database - we'll lose some data.

I gonna try talking to support to see if my two problems could be solved without upgrade.

Anyway - thanks for you suggestions!

[internut33]

wow - crazy active support desk.

i see why you want to revert/downgrade.

you could use the method I noted - see if all goes well and if it does and you're sure go the exact same route once again.

but yeah I understand your situation.

i'm sure it could pose a problem but using the old version w/ the database after updates may still not pose a problem.

good luck - keep me/us posted.

[craigbrass]

You can downgrade by uploading the files, going to /setup/ selecting Upgrade and running the upgrade script.

Didn't know the ability to downgrade was there. That is cool.

[nihkiruks]

Update: we're cutting the database. The speed is not perfect so we're doing about 30k tickets per day. That speeds up kayako a bit, and also we hope that'll lower the amount of crashed tables we have each day. Btw, is that possible to use SupportSuite with PostgreSQL DB?

Support request to Kayako has been sent. Waiting for their reply.
Will keep you posted guys.

[craigbrass]

Btw, is that possible to use SupportSuite with PostgreSQL DB?

V4 will be using a database system like ADOdb and will support MSSQL, PostgreSQL and more from what I read.

[Jamie Edwards]

Originally Posted by nihkiruks

Update: we're cutting the database. The speed is not perfect so we're doing about 30k tickets per day. That speeds up kayako a bit, and also we hope that'll lower the amount of crashed tables we have each day. Btw, is that possible to use SupportSuite with PostgreSQL DB?

Support request to Kayako has been sent. Waiting for their reply.
Will keep you posted guys.

No, it is not I am afraid.

[nihkiruks]

No reply from support yet...

[supportskins]

Originally Posted by craigbrass

Didn't know the ability to downgrade was there. That is cool.

I do not believe you can do this. I think Jamie misunderstood. This process is only for upgrading the script. The only way to downgrade is by restoring the database and uploading the correct version file except the setup directory.

[craigbrass]

I do not believe you can do this. I think Jamie misunderstood. This process is only for upgrading the script. The only way to downgrade is by restoring the database and uploading the correct version file except the setup directory.

I also thought this.

No reply from support yet...

Support had a day off yesterday. Also, they don't work weekends. You should expect your reply early next week.

[Jamie Edwards]

Originally Posted by supportskins

I do not believe you can do this. I think Jamie misunderstood. This process is only for upgrading the script. The only way to downgrade is by restoring the database and uploading the correct version file except the setup directory.

No, I didn't - the "Upgrade" script will also perform a "Downgrade" if going backwards in a version. This was confirmed with Kunal (one of our Unix technicians).

@nihkiruks - what is your ticket ID?