Hello,Could you point me to documentation about the easiest way to do this. We have a 1.6 installation with several bespoke changes. I need to test the upgrade (which I did initially by going from 1.6 to 1.7.5 then 1.7.5 to 1.8.1) and include all our bespoke changes where possible (last time I looked there was no straightforward way - or any way at all, actually - of implementing CC & BCC fields to posts, internal notes and re-assignments. However, this test upgrade will take some time to do and so, when I do the final upgrade, will I have to repeat this process in its entirety (i.e. upgrading my live 1.6 to 1.8.x and then implementing the bespoke changes) so that the extra tickets that have come in since the test site was completed are incorporated in the upgraded MySQL database, or is there now a procedure to transfer new 1.6 tickets that have come in since my test upgrade to the upgraded database?Once I have an upgraded 1.8.x installation is the upgrade from 1.8.x to 1.9.x straightfoward?Thanks,Mike

You should take the site offline while upgrading.  Here are some directions:1.6 to 1.7http://www.tmib.net/how-to-upgrade-osticket-from-1.6st-to-1.7rc41.7 to 1.7.2 (you can skip this one its included for reference purposes)http://www.tmib.net/how-upgrade-osticket-17st-172note: I never wrote one for 1.7.2 to 1.8. but its essentially the same process.1.8.1.2 to 1.9 (note 1.9 is not a stable release yet and should not be used in a production environment)http://tmib.net/upgrading-osticket-1812-current-19rcI would to 1.6ST to 1.7ST to 1.8.1.2 personally.  I would not use 1.7.6+ as I have read that people have had problems with it.I believe that 1.8.1 added the collaboration features (cc's).  The upgrade from 1.8.1.2 to 1.9 (formerly known as 1.8.2) was trivial for me.  It's important to note that 1.8+ requires PHP 5.3+.  So please check the version of PHP that you have installed and upgrade it accordingly.

25 days later

HelloMany thanks for your responses: they are most helpful. I believe that 1.9.1 is now the latest stable release so I will go with that as the version I will work with, even if there are more upgrades in the future. However I am still concerned about the last point in my last post, i.e........... this test upgrade will take some time to do and so, when I do

the final upgrade, will I have to repeat this process in its entirety

(i.e. upgrading my live 1.6 to 1.8.x and then implementing the bespoke

changes) so that the extra tickets that have come in since the test site

was completed are incorporated in the upgraded MySQL database, or is

there now a procedure to transfer new 1.6 tickets that have come in

since my test upgrade to the upgraded database?Mike

If you put the site in offline mode while you perform the upgrades there wont be any new tickets.

Thanks.That is not quite what I was asking as while I am developing a test site, new tickets will have come in so I will not just be able to copy the changes from the test site to the live, upgraded site as there will be changes to the structure of the MySQL database on the development site that will not exist in the upgraded live site. Nevertheless I think I've got a strategy that will work.Install a copy of my current live site on a development serverUpgrade (1) to 1.9.1Modify the dev 1.9.1 site as requiredTake the live site off-line and upgrade it to 1.9.1 as in (2) and (3)Rsync the dev site over the live siteI have done (2) three times now to verify that the upgrade process is consistent, i.e. 1.6.1 to 1.7.5 then 1.7.5 to 1.9.1 as you

suggested to me in a previous discussion.However, my problem is that the MySQL databases for the dev site and the live sites will be different as I will be making some bespoke changes to the database to allow us to integrate the osticket installation with our customer portal that will give our customers one login - to our portal - with access to the portal and the osticket ticketing system.One change will be a bespoke customer field in an osticket ticket form for staff that is a select list that will be populated from a table in another database that records our customer accounts. This cannot be done, I don't think, with the new osticket custom forms/lists functionality. For customers, when they create a new ticket, the customer field will be populated from a session variable.I'm going to have to sort out the best way to do this myself. I will just have to be very precise in recording what changes I have made to the development site. It will, however, mean taking the live system down for at least one, possibly two days. Mike

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