Issues After Migrating osTicket from Debian 9 (v1.14.1) to Debian 12 (v1.18.2)

celsoannes

Hi everyone,

I'm currently migrating my osTicket installation from an older server running Debian 9 with osTicket v1.14.1 to a new server running Debian 12 with osTicket v1.18.2.

I backed up the database and restored it on the new server, then ran the upgrade process for osTicket. However, I'm facing a couple of issues:

LDAP Plugin Not Showing Up
I copied the LDAP plugin to the correct directory, but it’s not showing up in the plugin list on the admin panel. Here's what I have in the folder:

root@suporte:/var/www/html/osticket/include/plugins# ls -lh
total 276K
-rwxrwxrwx 1 www-data www-data 269K May 12 17:46 auth-ldap.phar
-rw-r--r-- 1 www-data www-data 1.2K Feb  4 09:58 updates.pem

Users Missing After Migration
The users that were previously registered via LDAP are no longer visible in the system.

Has anyone experienced similar issues or can offer some guidance on how to resolve them?

Thanks in advance!

KevinTheJedi

celsoannes

The page is breaking which means there is likely a fatal error being logged. You need to check all possible 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.

celsoannes

KevinTheJedi

Thanks for the tip!

I checked the logs and found the issue that was breaking the page — the translation package was missing. After adding it to the correct location, the page loaded properly.

Now I can access the LDAP plugin settings, and everything appears to be there. However, I'm still not able to authenticate existing users via LDAP.

Any suggestions on what I should check next?

Thanks again!

KevinTheJedi

celsoannes

Did you have the updated plugin in-place before running the upgrader? If not then the upgrader didn't have all the tools needed to convert the user/agent account authentication backends, etc. So login to the database, go to the _user_account table, and check the backend column values. If they are ldap.client only then that's the reason. Let me know what you see.

Cheers.

celsoannes

KevinTheJedi

I found the solution!

Even though all the LDAP settings were already saved, I just had to re-enter the LDAP credentials (username and password) and save the configuration again. After that, I was able to authenticate users successfully.

Thanks for the help!