Before Opening an Upgrade Ticket

The following article outlines a short checklist of questions to ask and steps to take before opening an upgrade ticket. By taking a moment to go through this checklist before opening a request, you are ensuring the fastest possible resolution for your particular issue.


For each ticket, please attach your file as well as the output of the patching-tool info command specific to the environment.

For upgrade tickets specifically, please work through the following checklist and include the resulting information when you create a ticket:

  1. For ease, upgrade should be conducted with a Liferay provided bundle. This is to reduce the resources needed to upgrade if the existing app server is resource-heavy.
  2. If performing an upgrade, the upgraded should first be conducted in lower environments, starting with Dev/QA. Upgrades need to be tested before moving into Production.
  3. The Portal upgrade should be out of the box (OOTB) and should not include any customizations.
  4. Have you followed our Upgrade Instructions and Upgrading to Permission Algorithm 6: Best practices?
  5. In case of an upgrade failure, everything needs to be reverted back to the previous point.
  6. Have you installed the latest core fix packs and upgrade fix pack (if available)?
  7. If you have already attempted the upgrade please provide us with
    1. Complete old
    2. Complete new
    3. Patching-tool output from the old server if available
    4. Patching-tool output from the new server
    5. A copy of the pre-upgrade database (FTP)
    6. A copy of your data folder and image gallery if in a different location (FTP)
    7. A copy of any exceptions generated during the process
    8. A copy of the full logs generated during the upgrade
      • This log should include the update processes

Additional Information

Want help with your upgrade?

Liferay Global Services offers solutions to fit your needs. Please contact us for a free consultation.

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