Upgrade from osTicket — Linux, Subdomain

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

If you are using a Windows IIS server, or are installing to a directory (rather than a subdomain), please go back to this menu.

When your osTicket was first installed, you (or the person who installed it) chose the name of the subdomain 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 installation is in www.support.your-domain.com

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 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 subdomain.yourdomain > 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 subdomain root directory. Create a support-old directory to backup your old osTicket files. Move the old osTicket files into that directory.

• cPanel

  Go to cPanel > File Manager

  Enter your subdomain.yourdomain.com directory

  Create a support-old directory

  Move all of the other directories and files into the support-old directory (except cgi-bin, if present)

  
• Plesk

  Go to subdomain.yourdomain.com > File Manager

  Create a support-old directory (except cgi-bin, if present)

  Move all of the other directories and files into the support-old directory

  
• FTP

  Connect to subdomain.yourdomain.com

  Create a support-old directory

  Move all of the other directories and files into the support-old directory

  
• CLI
  Terminal

  # mkdir support-old
  # mv !(support-old) support-old

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

• cPanel

  Download the osTicket Awesome installation .zip to your computer

  Upload .zip to your subdomain.yourdomain.com directory

  Extract the .zip file

  Open the upload directory

  Click Select All to highlight all of the files and then drag them into your subdomain.yourdomain.com directory

  Go back to your subdomain root 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 subdomain.yourdomain.com > File Manager

  Upload .zip to your subdomain

  Extract the .zip file

  Open the upload directory

  Highlight all of the files > Move > select your subdomain > OK

  Go back to your subdomain 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 subdomain root directory

  
• CLI

  Download the osTicket Awesome installation .zip to your computer

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

  Terminal

  # unzip osTicket-1.14.3-Awesome-101.zip
  # mv upload/* .
  # rm -r osTicket-1.14.3-Awesome-101.zip README.txt upload/

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

• cPanel

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

  
• Plesk

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

  
• FTP

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

  Now upload the same file to include

  
• CLI
  Terminal

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

Go to www.support.your-domain.com/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