Upgrading Kayako from 3.10.02

[needcaffeine]

I currently use 3.10.02 on my server. Can I upgrade directly to the newest stable release, or do I need to do them incrementally like so: 3.10.02 -> 3.11.00 -> 3.11.01?

The reason I ask is because I upgraded to 3.11.01 yesterday and the insertion of drop down predefined replies and dropdown kb articles stopped working. No errors; just stopped. So I went back to the old codebase and restored the old database.

[craigbrass]

You can upgrade directly. The database patching for each version in between is included with the latest version. This applies to all Kayako releases.

When you attempted it, did you run the upgrade tool as well (ie go to http://www.yourdomain.com/helpdesk/setup/ dir then click "Upgrade")?

[Jamie Edwards]

Originally Posted by needcaffeine

I currently use 3.10.02 on my server. Can I upgrade directly to the newest stable release, or do I need to do them incrementally like so: 3.10.02 -> 3.11.00 -> 3.11.01?

The reason I ask is because I upgraded to 3.11.01 yesterday and the insertion of drop down predefined replies and dropdown kb articles stopped working. No errors; just stopped. So I went back to the old codebase and restored the old database.

Don't forget to follow the "Upgrade" steps after uploading all the files (including those in the themes folder). If you experience such problems after this, try clearing your cache folder which can be found in the SupportSuite directory.

[needcaffeine]

Here's what I did:

- renamed my old support.mydomain.com (doesn't really matter to you-- it's the path my apache virtual host conf looks for) directory to oldsupport
- extracted esupport.3.11.01.stable.ioncubeclosed.tar.gz/upload as the new support.mydomain.com
- copied over config.php to the new support.mydomain.com/config/config.php
- copied over key.php to the new support.mydomain.com/key.php
- ran support.mydomain.com/setup/ and clicked upgrade.
- kayako does it's thing and tells me everything's been upgraded
- i deleted the setup directory
- went into support.mydomain.com/cache and did an rm -fdr *
- logged out, logged into the staff control panel again, did a ctrl-F5 so it might reload the js if it's using my browser cache. cleared browser cache, used firefox/ie/opera. same problem. the articles exist. they just aren't dropping down. i didn't want the customer support people yelling at me, so i restored the old version.

[craigbrass]

Well you really need to do the upgrade again and submit a ticket (http://members.kayako.net -> "Get Support") so they can take a look and fix the issue for you.

[needcaffeine]

Here are my problems with that:

- I can't upgrade Kayako during business hours. So I wait until customer service has gone to sleep. I doubt Kayako support works at those hours.
- I'm not willing to give them login information to my installation.
- I mean, I'm not dumb, so I don't see why the hell I'm having so much trouble with this. Another thing is that when I went into manage templates, it told me that I needed to revert a couple of them. Why? I have not made any changes.

Sorry, I'm an engineer; I really like bulleted lists!

[craigbrass]

You still need to do reverts even if you haven't modified the templates as they may of changed between versions.

[Jamie Edwards]

Originally Posted by needcaffeine

Here are my problems with that:

- I can't upgrade Kayako during business hours. So I wait until customer service has gone to sleep. I doubt Kayako support works at those hours.
- I'm not willing to give them login information to my installation.
- I mean, I'm not dumb, so I don't see why the hell I'm having so much trouble with this. Another thing is that when I went into manage templates, it told me that I needed to revert a couple of them. Why? I have not made any changes.

Sorry, I'm an engineer; I really like bulleted lists!

Support is available pretty much 24 hours a day (during the weekdays), bar a 2 or 3 hour change over period.

Have you made doubly sure that all of your files were uploaded and replaced? I know it sounds trivial, but an FTP client cutting out and appearing as if the upload is completed accounts for a lot of issues like this.

[craigbrass]

The fact that templates were not reverted sounds more like the cause.

When you do upload, I recomend you zip the folder up, upload via FTP and then SSH to the dir and run "unzip upload.zip" tho as this stops FTP problems from happening plus it is quicker.

[Jamie Edwards]

Only the client-side templates are stored in the database and require reverting. The staff and administrator templates are stored in files that are replaced when you upload a new version, which sounds more to be the problem.

[craigbrass]

Oh right, he is talking about the staff area. Really should read things properly!

[needcaffeine]

Originally Posted by Jamie Edwards

Have you made doubly sure that all of your files were uploaded and replaced? I know it sounds trivial, but an FTP client cutting out and appearing as if the upload is completed accounts for a lot of issues like this.

yeah. i don't use ftp. i download to my desktop, scp the files over, login via ssh and tar -zxf them. since i'm renaming the old folder and extracting every single file from scratch, i'm sure missing files is not the problem.

and yes, i recursively chown every file to apache and give apache rw on everything, so that isn't an issue either. i'm going to try this one more time tonight or so after our support people go to sleep and if that doesn't work, i guess i'll contact support.

thanks guys. do let me know if you think of anything else.

[craigbrass]

Yea, I think contacting support is your best bet. Without looking at your install, we can not really help you any further here.