Upgrade From osTicket-v1.10.4 to 1.10.5 or 1.11 Fails

hhanson

When upgrading from 1.10.4 to 1.10.5, all seems good until you click on a link to a ticket, and it does nothing.

When upgrading from 1.10.4 to 1.11 the website simply gives a "Access Denied" error.

The following method was used when attempting to upgrade in both instances:

Backup database and files
Take system offline
Overwrite (recursive) all files in the upload directory, maintaining the directory hierarchy
Check ost-config.php file correct.

When using 1.10.5 files the system is changed to online mode. All tickets are there, however their links are broken/non-existent so clicking on them results in no action.

When using 1.11 files, system cannot be put in online mode as server responds with "Access denied".

Simply unzipping the /upload folder from osTicket-v1.10.4.zip restores osTicket server to working order.

Please advise.

ntozier

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Environment details?
Did you check the ownership and file permissions of the files that you uploaded?
Where did you download the files from?

hhanson

Ubuntu 16.04.3 LTS (GNU/Linux 4.4.0-130-generic x86_64)
PHP 7.0.32-0ubuntu0.16.04.1
mysql Ver 14.14 Distrib 5.7.23, for Linux (x86_64)

I've never had to check file permission prior. Just followed what was stated on web page: Only had to overwrite /upload directory with admin account:

After you have successfully downloaded the osTicket package to your computer you will need to prepare the files to be uploaded to your web server, where the old version of osTicket is running - overwriting the existing files. This can be accomplished by decompressing the download and then using an FTP client to transfer files in upload directory/folder to your server, overwriting existing osTicket files.

All files downloaded from https://osticket.com/download/

I read a post by you in another thread while I was searching for an answer which stated:

There is nothing mentioned in the wiki regarding needing any specific permissions, and I don't see why there would be so long as the webesrver user can read/execute the pipe.php like every other file in the web folder. Documentation:http://osticket.com/wiki/Email_Piping

And since my issue wasn't about email......

But as stated, v1.10.4 was restored by simply unzipping the files into the /upload folder with no changes to permissions and function was restored, so I wasn't looking at permissions as the issue.

Thanks,

Harry

Edit: Not sure how I ended up in this topic... gotta get used to this layout...

ntozier

1.10.5 and 1.11 apparently have weird permissions on in the archive for download. @KevinTheJedi has mentioned it in a couple other threads. And they were looking to see why the permissions were wonky but I haven't heard that they updated the download files yet to fix the issue. Hence why I asked.

hhanson

Thanks, I will see if I can find those posts.