This article shows the steps to upgrade the Operating System on the Helpdeskpilot virtual machine from Ubuntu 12.04 LTS to Ubuntu 14.04 LTS

Prerequisites:

Before proceeding with the upgrade, please ensure the following:

• There is at least 1 GB free disk space on the root (/) volume.
• A snapshot of the HDP VM in it's current state is taken and saved successfully. In the event of a failed update we request you to revert to this snapshot to get your app up and running again
• Please ensure that the latest backup of the database and file attachments is taken and downloaded outside the virtual machine. Please refer this article https://hdp.happyfox.com/kb/article/48-backup-database-and-file-attachments-outside-the-virtual-machine/ for instructions on how to take a database and file backup.
• Please make sure that you are on the latest Helpdeskpilot version before proceeding with this upgrade. If not, please upgrade to the latest Helpdeskpilot version first and then proceed.

To check the version of helpdeskpilot, please run the following command.

sudo hdp-manage version --all

You should see the following result if in the latest version.

Version : 5.2.11

Revision : 18620|cd514d2a9c2a2fbf77c40edb9e7b84bb49c5fab6

Steps to upgrade from Ubuntu 12.04 LTS to Ubuntu 14.04 LTS

Step 1: Login to the Helpdesk Pilot VM as superuser (password: superuser)

Step 2: Run the command sudo apt-get update

Step 3: Run the command sudo apt-get dist-upgrade

Step 4: Run the command sudo apt-get install update-manager-core

Step 5: Ensure that the default behavior for the release upgrader tool is set to upgrade to the next LTS version

vi /etc/update-manager/release-upgrades

check the file and ensure that the setting "Prompt:lts" is set 

Step 6: Allow installing / upgrading of unauthenticated packages without any prompt during os upgrade 

sudo nano /etc/update-manager/release-upgrades.d/unauth.cfg

type the below lines within the file if not present.

[Distro]
AllowUnauthenticated=yes

save the file and exit

Step 7: Run the command sudo do-release-upgrade 

If you're connected to the HDP VM via SSH (like via Putty or Terminal), you will see a screen like this below. This indicates that the OS upgrade will be performed over SSH on another port - 1022.

Press 'y' to continue.

The upgrade will now commence and the following screen will show up

Press 'y' to continue. This will start the Ubuntu 14.04 LTS upgrade.

Note: Ensure that during upgrade the package postgresql-common is not upgraded. 

When you see a screen as in the screenshot given below, select the option "Keep the local version currenty installed" and hit Enter.

Once the upgrade is done, you should see the below screen

Do not restart the virtual machine. Press N and hit enter

Type x and hit Enter

Step 8: Run the following commands

grub-install /dev/sda
update-grub

Step 9: Finally run the command reboot to restart the virtual machine

Changes to be done in Helpdeskpilot config

Ensure that you are logged in to the virtual machine as superuser

Step 1: Take a backup of the apache config file

cp /etc/apache2/apache2.conf ~/apache2.conf.old

Step 2: Changes to be done in apache2.conf

Open apache2.conf sudo nano /etc/apache2/apache2.conf

Make the following changes in file

<Directory />
    Options FollowSymLinks
    AllowOverride None
    Require all granted
</Directory>

<Directory /usr/share>
    AllowOverride None 
    Require all granted
</Directory>

<Directory /var/www/> 
    Options ExecCGI Indexes FollowSymLinks
    AllowOverride all 
    Require all granted
</Directory>

save the file and exit

Step 3: rename instance-hdp in /etc/sites-enabled/ to instance-hdp.conf since the updated apache version looks only for .conf files.

cd /etc/sites-enabled/
mv instance-hdp instance-hdp.conf

Step 4: prevent apache’s page from showing up when hitting Helpdeskpilot application url

cd /etc/apache2/sites-available
a2dissite 000-default.conf

Step 5: Restart helpdeskpilot application

sudo hdp-manage service restart

Checks to be done after restarting Helpdeskpilot application

• Ensure that ticket creation and staff reply work fine
• Ensure that incoming and outgoing email workflows work fine
• Ensure that smartrule and sla work fine
• Ensure that adding attachments to a ticket via ticket creation or ticket update work fine