Newbie at OsTicket really need some help

JayMagBR

Hello guys!
How are you? I hope you're all ok and having a good Christmas holidays.

I need some serious help.
Recently i joined a new organization at work, im quite fluent with windows however i have zero to none experience with linux / ubuntu.

This is where it gets tricky. So, my new organization uses OsTicket, the version it's quite old (1.15.x) and i am obliged to upgrade to version 1.17 before the end of the year.
The reason of this its because Microsoft will deactivate basic authentication and the e-mails will stop working.
Basic authentication was already disabled by microsoft however there was an option to extend basic authentication until the end of 2022 and thats why it still works.

But, like i said, i have zero experiencie with OsTicket. I don't even know how to connect to the machine and upgrade osticket. The person who configured osticket no longer works here and in the past weeks i've been trying to do some things but i am affraid to crash the actual os ticket system.
But, the days are passing by and in a week the year ends so i am asking your help in any way possible.
I tried accessing the machine ip with putty, however all i have is a text user interface. I was expecting something graphical? like ubuntu?

my current versions:
OsTicket: v1.15.2 (cb6766e)
Apache/2.4.41 (Ubuntu)
MySql: 8.0.31
PHP: 7.4.3

please i need all the help i can get.
thanks in advance!!

KevinTheJedi

JayMagBR

You should still be able to do everything via CLI (that’s all I use; albeit on Linux). The basic steps for upgrading are:

Turn the current helpdesk offline and disable email fetching in the helpdesk interface
Disable the cron job or scheduled task (if any)
Take a full backup of the database (using musqldump command) and code files (by zipping the entire directory)
Download the latest version of osTicket along with any plugins you have currently installed
Put the new version and plugins on the server (using SCP or something)
Take a backup of the current PHP INI file and take note of all the currently installed/enabled PHP extensions
Upgrade PHP to 8.0 or 8.1 (8.2 is new and not yet supported)
Make sure all the previously enabled PHP extensions are enabled on the new PHP version
Replace the current code files with the latest version and replace any plugins with the new builds
Login to the helpdesk
Run the Upgrader
Check if everything looks and runs good
Update the cron or scheduled task to use the new PHP version and re-enable it
Turn the helpdesk online and re-enable email fetching

You can also follow the Upgrade docs here:

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

To use Modern Authentication you can install the OAuth2 plugin and follow this guide:

https://docs.osticket.com/en/latest/OAuth2/Microsoft%20Authorization%20Guide.html

Cheers.

JayMagBR

Good morning!! Merry Christmas everyone!

@KevinTheJedi million thanks for your answer. Do you mind if i send you a PM about this issue?

Thank you!

JayMagBR

@KevinTheJedi i just realized that i can't send PM on the forum.

Your answer is indeed amazing, step by step everything perfectly explained.
However, i do have big fears about messing all up. I have a great level of fear on stepping into this matter all by my self.
Do you provide any paid support for this issue?

Again, thank you in advance and again,
merry christmas everyone.

KevinTheJedi

JayMagBR

We do, however we are closed today and tomorrow so you may not get a response until Tuesday. You can fill out the contact us form on our website.

Happy Holidays. Cheers.

JayMagBR

Hello again @KevinTheJedi. thank you for your reply.
Hope you're having somre great holidays. I already contacted through the website. Will wait for reply
Thanks a million!

cheers!