Dear Members,

Kindly explain the main steps for upgrading the osTicket to latest version ? Currently we are running on v1.10 since 2018 and we would like to upgrade this to latest 1.17 for making it compatible with Office365 OAuth2.0

So please tell us the main steps and also process of upgrade as the official documentation for the upgrade is little confused.

Also is there any official plugin or any other way to use OAuth2.0 is 1.16 version as we can see that the v1.17 is still not stable.

Thank you

The upgrade process is relatively simple and should be performed regularly so that you are comfortable with the process. It will be best to wait until v1.17 is released (i.e not just an RC) at which point you can download the code and latest versions of all the plugins you need (including the new oauth2 one) from the OsTicket website.

https://docs.osticket.com/en/latest/Getting%20Started/Upgrade%20and%20Migration.html

  • Ensure you have good backups of the database and files on the webserver first.
  • Save a copy of the config file, upload/replace the files on the webserver then put the config file back in place.
  • Visit the website where it should ready to do an upgrade, simply start this and usually completes without any trouble. Going directly from 1.10 to 1.17 will be fine. That will be it for the main OsTicket side of things.
  • I'm sure there will be good instructions soon but if you search the forums you will find plenty of information already on the next step which will be creating an App in Azure AD for oauth2 use with OsTicket. The defaults should generally work, particular now with RC4 and onwards. You need to create a secret within that App also and record the app ID and secret value.
  • Change your apache webserver config to allow redirects, this is a new requirement for the oauth2 process and likely you will have AllowOverride None and need to change to AllowOverride All. There are details on this in the forum already too.
  • Add and enable the oauth2 plugin from within your OsTicket admin pages.
  • Finally you can attempt to change the auth setup for an email account from basic to oauth2. You will need the app ID and secret here. Search the forum for more details on this.
  • The process should then take you off to a Microsoft login page in which you can enter the username/password of the email account you are trying to add, it will additionally ask you to agree to the app permissions and usage before redirecting you back to your OsTicket instance. At this point it should say the process has been successful and a token saved. Often it can help doing this in a private browser windows to avoid any existing Microsoft logins interfering with needing to log in with the email account details.

You should now be able to receive (and send) email for that account using oauth2 for the auth and whatever email protocol you used in the past IMAP or POP should be fine to keep as is.

There is no way to make v1.16 work with the new oauth2 plugin.

Good luck with it.

Thanks for the detailed reply. The main concern is that the upgrade process. I have already tested the Oauth2.0 with a test installation and it seems fine.

For the upgrade once, we upload all the files do we need to only visit the admin pages to start the upgrade process ? or is there any specific url which needs to visit for start the migration of database and upgrade process ?

Thanks

    salihmei
    The upgrade process begins soon as you upload/replace the files on the webserver, then go to your admin page/scp

      4 months later

      The problem we seem to be getting, when upgrading from 1.15 -> 1.16 or 1.17, is "Error 500" once the new files are uploaded. We can't seem to access our Admin control panel in order to then run the upgrade process from the Web GUI.

        bensingyard

        You will need to open your own discussion and provide all the necessary details. I will say that 500 is generic and points to deeper issues that should be logged in one of your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.).

        Cheers.

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