Migration / upgrade / can't login

ScottH

A volunteer for our organization was running OSTicket 1.10 on his personal AWS account, and has now left the organization. We can install OSTicket on our webhost at SiteGround, but SiteGround puts a wrapper around the app and MySQL, so the migration and upgrade to 1.15 has been a little challenging. The previous admin dumped the database and I've attempted to migrate/upgrade it, but so far without success. Here's what I've done so far:

Create new OSTicket instance using the wrapper/deployment tool. This creates a new database. (Table name prefixes are soft_[xxx]. Verified that I can log into this instance.
Create new MySQL database and import the OSTicket 1.10 dump files (61 .sql files)
Added MySQL user for installed OSTicket instance to new database with all access
Set new instance offline
Changed include/ost-config.php file line define('DBNAME','[xxx]'); to new database name

At this point I expected to be able to log in. The login prompt comes up, but passwords from the old system don't work. I tried resetting the admin password per https://tmib.net/recover-or-reset-admin-account-passowrd-in-osticket/, but I'm still not able to log in.

I'm not certain if there was a problem with the physical migration of the files, or if the updater is running, or if I'm not updating the admin password correctly. Have I missed any steps? Where would I find the log files to look for problems?

Thanks!

ntozier

What version of PHP is the site running?
Are the old DB user/pass and the new one the same?
Were you running any Authentication plugins?

ScottH

Thanks for the reply!

The new site runs PHP 7.4.28, and Site Ground automatically updates to the latest stable version as they become available. I don't know what version the old site was running, as I don't have admin access there.

When I created an OSTicket installation using the Site Ground tool, it created a DB username and password, and I can see those in the ost-config.php file. When I used the Site Ground tools to create a new, empty MySQL database as an import destination for the old OSTicket site tables, Site Ground created another username/password for that database. I manually added the user from the OSTicket instance that SiteGround created to the database that I created, with all permissions.

I believe that the old site was running vanilla OSTicket. I didn't install any plugins for the new 1.15 instance.

ScottH

Looking at the os-config.php file again, I see there is a line:

define('TABLE_PREFIX','soft_');

Do I need to change that to the previous version's prefix, "ost_", or should the updater handle that?

ScottH

OK, changing the table prefix solved the problem. I haven't looked through the whole system, but I was able to log in and run the updater successfully. This thread can be closed and I'll start a new one of I have any other problems.

ntozier

Sorry I was slow to get back to you. Yes the prefix would need to be the same unless you want to change the database.