Update — Linux, Directory

This guide will help you update your existing osTicket Awesome installation on your self-hosted Linux server.

If you have a Windows IIS server, if this is your first time installing osTicket Awesome, or if your osTicket Awesome installation is in a subdomain (rather than a directory), please go back to this menu.

When your osTicket was first installed, you (or the person who installed it) chose the name of the directory that it was installed into. Common names that people use are osticket, helpdesk or support.

For the purpose of these instructions we will assume that your website is www.your-domain.com and your current osTicket Awesome installation is in www.your-domain.com/support

Go to Admin Panel > Manage > Plugins

Make a note of any plugins that are installed and Enabled

Open include/ost-config.php

Make a note of your Database Options

Go to Admin Panel > Settings

Switch your osTicket Awesome to Offline

Backup your database using one of these methods

• cPanel

  In your cPanel, go to Files > Backup Wizard

  Click Backup > MySQL Databases > select your database

  Save the file to your local computer

  
• Plesk

  Go to yourdomain.com > Databases

  Click Export Dump

  Choose a directory to save the backup to. If you additionally want to download a copy of the database to your local computer, select Automatically download dump

  
• phpMyAdmin

  Open phpMyAdmin and select your database

  Click Export

  Select Custom

  Make sure all Tables are selected

  Select Add Drop Table

  Click Go

  
• CLI
  Terminal

  # Create a backup directory
  # mkdir ~/osticket-db-backup
  # Dump the database
  # mysqldump osticket_ -u root -p --single-transaction --quick --lock-tables=false > ~/osticket-db-backup/osticket-backup-$(date +%F).sql

Navigate into your web root directory. Rename your osTicket Awesome directory to support-old to backup your old osTicket Awesome files.

• cPanel

  Go to cPanel > File Manager

  Enter your public_html directory

  Rename your osTicket Awesome directory to support-old

  
• Plesk

  Go to yourdomain.com > File Manager

  Rename your osTicket Awesome directory to support-old

  
• FTP

  Connect to your web server

  Enter your public_html directory

  Rename your osTicket Awesome directory to support-old

  
• CLI
  Terminal

  # mv support support-old

Download and extract the latest osTicket Awesome .zip. Move the contents of the upload folder to your directory. Delete the upload folder.

• cPanel

  Download the osTicket Awesome installation .zip to your computer

  Upload .zip to your public_html directory

  Extract the .zip file

  Open the upload directory

  Click Select All to highlight all of the files and then drag them into your public_html directory

  Go back to your public_html directory

  Select upload, README.txt and the osTicket Awesome .zip and click Remove

  
• Plesk

  Download the osTicket Awesome installation .zip to your computer

  Go to yourdomain.com > File Manager

  Upload .zip to your domain

  Extract the .zip file

  Open the upload directory

  Highlight all of the files > Move > select your domain root > OK

  Go back to your domain root directory

  Select upload, README.txt and the osTicket Awesome .zip and click Remove

  
• FTP

  Download the osTicket Awesome installation .zip to your computer

  Extract the .zip on your computer

  Open the upload folder

  Transfer the contents of the upload folder to your public_html directory

  
• CLI

  Download the osTicket Awesome installation .zip to your computer

  Use one of the above methods to transfer it to your web root directory

  Terminal

  # unzip osTicket-*-Awesome-*.zip
  # mv upload support
  # rm -r osTicket-*-Awesome-*.zip README.txt

Copy ost-config.php from include/support-old to include

• cPanel

  Copy ost-config.php from support-old/include to your support/include directory

  
• Plesk

  Copy ost-config.php from support-old/include to your support/include directory

  
• FTP

  Download ost-config.php from support-old/include to your computer.

  Now upload the same file to your support/include directory

  
• CLI
  Terminal

  # cp support-old/include/ost-config.php support/include

Copy your osta/uploads folder

Copy the contents of support-old/osta/uploads/ into osta/uploads/ in your new installation to preserve your custom logo, login backgrounds, and print logo.

# cp -r support-old/osta/uploads/. support/osta/uploads/

Go to www.your-domain.com/support/scp and log in

If required, complete the database upgrade process

Switch osTicket Awesome to Online (Admin Panel > Settings)

Now take a look at our post-installation tasks