Upgrade from osTicket — Windows IIS, Directory

Upgrading from osTicket to osTicket Awesome
(using Windows IIS, installing to a directory)

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

If you are using a Linux 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 support directory will be in your web root, thus your osTicket Awesome installation will be www.your-domain.com/support

Go to Admin Panel > Manage > Plugins

Make a note of any plugins that are installed and Enabled

osTicket plugins page showing enabled plugins

Open includeost-config.php

Make a note of your Database Options

Database options in ost-config.php

Go to Admin Panel > Settings

Switch your old osTicket to Offline

osTicket settings showing offline mode

Backup your database using one of these methods

  • phpMyAdmin

    Open phpMyAdmin and select your database

    Click Export

    Select Custom

    Make sure all Tables are selected

    Select Add Drop Table

    Click Go

    Backing up database in phpMyAdmin
  • HeidiSQL

    Sign into a session using your database credentials

    Right-click on your database and click Export database as SQL

    Specify your backup options

    Specify a backup file location

    Click Export

    Backing up database in HeidiSQL
  • Windows Command Prompt
    Command Prompt 
    REM Run Command Prompt as an Administrator
C:> mkdir %HOMEPATH%Documentsosticket-db-backup
C:> cd "C:Program FilesMySQLMySQL Server 5.5bin"
C:Program FilesMySQLMySQL Server 5.5bin> mysqldump osticket_ -u root -p --single-transaction --quick --lock-tables=false > %HOMEPATH%Documentsosticket-db-backuposticket-backup.sql

Navigate into your support directory. Rename it support-old.

  • Windows Explorer

    Open Windows Explorer and navigate to your web root directory

    Rename the support directory to support-old

    Renaming directory in Windows Explorer
  • Windows PowerShell
    PowerShell 
    PS C:> cd C:inetpubwwwroot
PS C:inetpubwwwroot> Rename-Item support support-old

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

  • Windows Explorer

    Download the osTicket Awesome installation .zip to your computer

    Extract the .zip file

    Open the upload folder

    Rename the upload folder to support

    Move the support folder to your web root directory

    Delete README.txt and the osTicket Awesome .zip

    Uploading files in Windows Explorer
  • Windows PowerShell
    PowerShell 
    PS C:UsersYourNameDownloads> Expand-Archive osTicket-*-Awesome-*.zip
PS C:UsersYourNameDownloads> Rename-Item osTicket-*-Awesome-*upload support
PS C:UsersYourNameDownloads> Move-Item .*support C:inetpubwwwroot
PS C:UsersYourNameDownloads> Remove-Item osTicket-*-Awesome-*, README.txt -Recurse

Copy ost-config.php from includesupport-old to include

  • Windows Explorer

    Copy ost-config.php from support-oldinclude to supportinclude

    Copying config file in Windows Explorer
  • Windows PowerShell
    PowerShell 
    PS C:> Copy-Item C:inetpubwwwrootsupport-oldincludeost-config.php C:inetpubwwwrootsupportinclude

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)

osTicket Awesome online mode
Tip: Always clear your browser cache after installing an update

Now take a look at our post-installation tasks

1 thought on “Upgrade from osTicket — Windows IIS, Directory”

  1. hello after i follow my steps , get error when i open theme tab from scp admin

    HTTP Error 404.0 – Not Found
    The resource you are looking for has been removed, had its name changed, or is temporarily unavailable.

    Most likely causes:
    The directory or file specified does not exist on the Web server.
    The URL contains a typographical error.
    A custom filter or module, such as URLScan, restricts access to the file.

    Things you can try:
    Create the content on the Web server.
    Review the browser URL.
    Create a tracing rule to track failed requests for this HTTP status code and see which module is calling SetStatus. For more information about creating a tracing rule for failed requests, click here.

    Detailed Error Information:
    Module IIS Web Core
    Notification MapRequestHandler
    Handler php-7.4.23
    Error Code 0x80070002
    Requested URL http://localhost:80/test/scp/theme.php
    Physical Path C:\inetpub\wwwroot\test\scp\theme.php
    Logon Method Anonymous
    Logon User Anonymous

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