Migration with Synology?

R4LRetro

Hello!

We've been running OSTicket v1.15.8 on a Synology RS815 pretty smoothly and I want to upgrade to the latest and greatest version, which requires PHP8. In order for me to do that, I have to upgrade the DSM version of our Synology which is easy and should be no problem. However, when I go to upgrade DSM, I'm prompted that OSTicket is not supported on this DSM version.

To explain further, we first installed OSTicket years ago using Synology's application center. Over time, we've upgraded it using downloads directly from the OSTicket website and the upgrades have worked every time. I'm wondering, if I update my DSM version to be current so I can run PHP8, can I safely upgrade from my version of OSTicket to the latest without losing any data?

ramrajone

R4LRetro
You should contact Synology support to get your DSM up to date and ask them if they support PHP8.x
as far as osTicket, you should backup the database and installation files, for your backup option, in case anything goes wrong you can restore it back

R4LRetro

ramrajone They say they do. The way I found out was going to their software download page (https://www[dot]synology[dot]com/en-global/support/download) and picking my model. It showed PHP8 on the list for download, but only after upgrading DSM to 7.1.1 or better. They also show an upgrade path to get to version 7.1.1.

The issue is though, when I go to update the firmware on the Synology, it shows a warning that it cannot upgrade the firmware unless OSTicket is uninstalled because its listed as incompatible. I don't want to uninstall it and potentially lose all of the data. I have backups of the SQL DB and the OSTicket folder itself.

ramrajone

R4LRetro
You should ask their support what your options are without losing data

otherwise, your only option is to uninstall do the upgrade of DSM, then install back osTiket and restore the database, with installation files, but if that does not work you will be out of luck or need to setup another hosted server

R4LRetro

ramrajone Thanks for the advice. I posted on the Synology forum, hoping to get a detailed answer there. I'm not very experienced with databases so I'm hoping that if I do have to restore anything that its quick and painless.

ntozier

You should be able to also take a back up of your database. 🙂

R4LRetro

ntozier I have. I'm testing on a VM right now restoring the backup with MariaDB and phpMyAdmin and it has so far restored our OSTicket DB successfully. My plan now is to install a new version of OSTicket and see if everything moves over.

R4LRetro

I have a solution finally and have learned quite a bit!

I made up a Ubuntu 20.04 VM and installed the latest version of OSTicket on there including going through the initial setup of the database and user permissions on the database, and deletion of the setup folder after. I installed phpMyAdmin, created a new database with the same name as my production OSTicket install and granted permissions, then imported a backup to this database. Then I opened ost-config.php and changed the DBNAME to my production DB, restarted apache2 and I was greeted with the upgrade page which passed successfully.

I then moved my AttachmentStore folder over and my attachments were working again.