Upgrade from osTicket — Linux, Directory

This guide will help you upgrade from osTicket (which you already have installed in a directory on your self-hosted Linux server) to osTicket Awesome.

If you are using a Windows IIS server, or are installing to 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 a name for 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 that the directory will be in your web root, thus your osTicket Awesome installation will be www.your-domain.com/support

(Your web root may be called public_html, www, httpdocs or something different depending on your web server configuration)

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 old osTicket 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

Rename the support directory to support-old

• cPanel

  Go to cPanel > File Manager

  Enter your yourdomain.com web root directory

  Rename the support directory to support-old

  
• Plesk

  Go to yourdomain.com > File Manager

  Rename the support directory to support-old

  
• FTP

  Connect to yourdomain.com

  Rename the support directory to support-old

  
• CLI
  Terminal

  # mv support support-old

Download and extract the latest osTicket Awesome .zip. Put the upload folder in your web root directory. Rename it to support.

• cPanel

  Download the osTicket Awesome installation .zip to your computer

  Upload .zip to your yourdomain.com web root directory

  Extract the .zip file

  Rename the upload directory to support

  Select README.txt and the osTicket Awesome .zip and click Delete

  
• Plesk

  Download the osTicket Awesome installation .zip to your computer

  Go to yourdomain.com > File Manager

  Upload .zip to your web root directory

  Extract the .zip file

  Rename the upload directory to support

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

  
• FTP

  Download the osTicket Awesome installation .zip to your local computer

  Extract the .zip on your computer

  Rename the upload folder to support

  Transfer the support folder to your web root directory

  
• CLI

  Download the osTicket Awesome installation .zip to your computer

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

  Terminal

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

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

• cPanel

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

  
• Plesk

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

  
• FTP

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

  Now upload the same file to support/include

  
• CLI
  Terminal

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

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