I had my fair share of troubles with OTRS (Open source Ticket Request System) in the past, in particular on an old Fedora/Ensim powered dedicated server. Issues caused by OTRS like bugged package updates continue once in a while, but it looks like the move to MediaTemple (mt) has solved about every other problem - if not taking into account the still somewhat complicated installation/migration/upgrade procedure which won't follow the official OTRS manuals in every step.
The major difference in both systems (dedicated server vs. MediaTemple) is that "root folder" refers to the main folder on the dedicated server's drive versus referring to the main folder within a virtual account at (mt). On a dedicated server, OTRS had a number of confusions as to where this "root" would apply: while one configuration would start a path in the domain account's hosting root, another configuration would go all the way to the drive's root; despite having the domain account "jailed" (supposed to be unable to access outside-of-own-account destinations).
OTRS does not provide a simple upgrade procedure from within its admin control panel. The upgrade procedure is almost identical to setting up a new installation - minus the database part. I therefore can "merge" both procedures into a single document. Migrating is a rather simple procedure as it only requires the usual modifications like database connection settings and a couple of folder permissions (.htaccess settings...).
A note about the official OTRS documentation: I've written about this before, I've sent a document to OTRS upon their request, and I keep saying it as no change whatsoever until now: it's not a good one. It gives you the general idea and for some systems it might work but it lacks crucial details and explanations which could save a lot of time figuring out on my own why something might not even be necessary or totally different.
