Migrating to Namecheap

need4swede

Hi osTicket Wizards,

I've been running osTicket 1.16 since release on a IIS server. Works great!
I am currently in the process of migrating our website over to Namecheap and make it public.

Is there good documentation or guides available on how to migrate my setup (the osTicket install and my database) over to a new host? This is my first try at this, so I'm learning as I go along.

Thanks a lot for your help!

//Swede

KevinTheJedi

need4swede

Setup the prerequisites on the new server (please note PHP 8.2 is not yet fully supported so use 8.0 or 8.1). Dump the entire old osTicket database via MySQL dump command. Import that dump into a database on the new server. Setup the new code (currently v1.17.2) on the new server (don’t install just setup the code). Upload the latest builds of any plugins you have currently installed to the plugin directory on the new server. Copy the old /path/to/osTicket/include/ost-config.php file from the old server to the include folder on the new server. Edit the config file and update the database information. Now you should be able to visit the new URL, login, and run the upgrader.

Cheers.

need4swede

Hi Kevin!

So I did the following:

Not sure if required, but I created a new user that will match the credentials of the user on my new server
Exported my Database via HeidiSQL
I created a new, empty database on the new server
I created a user for the new database that matches the credentials of that new user I created before my export
Using myPHPAdmin, I imported the tables into the new, empty database. No errors on import.
I uploaded my osTicket directory into the new server, and changed the osTicket config file to match the new database.

Have I done everything correctly this far? When I try to see if the osTicket install appears, I am met with the following:

Fatal Error: Contact system administrator.

KevinTheJedi

need4swede

Sounds like the database user you created does not have access to the database. You can look at MySQL documentation on how to give a user access to a database. Once you've done that you can retest.

Cheers.

need4swede

KevinTheJedi

Thanks for the reply, Kevin!

This seems to have moved me forward!
I am no longer getting the Fatal Error, but now when I try to access the new support page, it states that the system is offline.

When I try to login, none of my credentials work. It doesn't say 'Access Denied' or 'Wrong Password' or anything like that. When I input my credentials, the page just refreshes and 'Authentication Required' keeps appearing.
Any idea what I ought to try out next? My first time attempting this - I am very, very grateful for your help and patience!

KevinTheJedi

need4swede

I would clear the cache/cookies/sessions and retest. Also, check to see if you are set to use a specific authentication backend. You can go to your old system and look at the backend under the agent account or look at the backend column in the staff table in the database.

Cheers.

need4swede

KevinTheJedi

Hi Kevin,

Thanks, again, for the prompt response.

Backend is 'Null' for all users. Cache/Cookie/Session clearing did nothing. Pretty sure it's something else, though I am not sure why.

Would osTicket display the 'System is Offline' message if it was an authentication error - or could it be something else? Not matter what I input (including gibberish), the login page stays the same.

I also noticed that the little 'copyright' message at the bottom of the login screen isn't the same. The one on the new server says 'Copyright 2023' while the one on our existing setup has something else. Perhaps this is an indication that something was not transferred properly.

KevinTheJedi

need4swede

It depends. It can be a database/codebase issue (like not being able to fully connect, code throwing errors, etc.) or the system is actually offline. Check the config table in the database and make sure isonline is set to 1. If it is then you will need to check your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors.

Cheers.

ntozier

System offline? That sounds like the system was set to offline at Admin panel -> Settings -> System under HelpDesk Status. Are you trying to log in as a User or an Agent?