Upgrading from osTicket (v1.9.3) -> to -> osTicket (v1.12)

rsclmumbai

Hi,

I have osTicket (v1.9.3) with about 8 GB of Mysql data and about 50k+ tickets. I would like to migrate OSTicket to osTicket (v1.12). I've setup osTicket (v1.12) on another server.

I've read the instructions on https://docs.osticket.com/en/latest/Getting%20Started/Upgrade%20and%20Migration.html# but it refers to an upgrade on the same system. How do I upgrade to another server?

Can someone point me in the right direction?

Thanks!

ntozier

You upgrade the same way... except that you need to move or clone the database to the new server first. If you are using any plugins you would want to make sure that you install the files for those aw well.

rsclmumbai

Thanks @ntozier
Just to clarify, these are the steps required:

Upload php files of osTicket (v1.12) to the new server.
Migrating the old database to the new server.
Update the config file with mysql details.
Login to http://xx.xx.xx.xx/OST/scp/login.php

After this, OST will automatically detect an older version of data structure and do the needful to migrate to osTicket (v1.12). Correct?

Thanks

ntozier

Yes.

rsclmumbai

ntozier
Looks like I'm missing something. This is what I've done so far...

Prepared a new server with CentOS with PHP 7.3 & MySQL 5.5
Migrated MySQL database from old server to the new server.
Uploaded "upload" folder of osTicket-v1.12.3.zip
Renamed "upload/" suitably
Modified mysql parameters in ost-config.php

Now when I access the osticket folder via a web browser, I'm asked to fill a form with configuration details (see attached ).

Seems like the initial scripts are not reading the mysql details updated manually in ost-config.php.

When I enter all the details in the form, I get an error message "We have a problem - another installation with same table prefix exists!"

How do I move forward? I'm stuck here.

Please help!!
Thanks

rsclmumbai

I managed to fix this issue by setting define('OSTINSTALLED',TRUE); to TRUE. The upgrade concluded successfully but now I'm unable to access http://192.168.4.10/OST-Jobs/scp/ . I'm getting ERROR 500

apache error log shows:

[Sat Oct 19 22:00:38.450463 2019] [php7:error] [pid 3574] [client 192.168.4.4:56897] PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: SELECT A1.id, A1.form_id, A1.type, A1.label, A1.required, A1.private, A1.edit_mask, A1.name, A1.configuration, A1.sort, A1.hint, A1.created, A1.updated, A2.id, A2.type, A2.deletable, A2.title, A2.instructions, A2.notes, A2.created, A2.updated FROM ostjobs_form_field A1 LEFT JOIN ostjobs_form A2 ON (A1.form_id = A2.id) WHERE A1.form_id = 2 ORDER BY A1.sort ASC in /var/www/html/OST-Jobs/include/class.orm.php:3456\nStack trace:\n#0 /var/www/html/OST-Jobs/include/class.orm.php(3511): MySqlExecutor->execute()\n#1 /var/www/html/OST-Jobs/include/class.orm.php(1991): MySqlExecutor->getRow()\n#2 /var/www/html/OST-Jobs/include/class.orm.php(2035): ModelInstanceManager->{closure}()\n#3 /var/www/html/OST-Jobs/include/class.orm.php(2014): CallbackSimpleIterator->next()\n#4 /var/www/html/OST-Jobs/include/class.orm.php(2023): CallbackSimpleIterator->rewind()\n#5 /var/www/html/OST-Jobs/include/class.orm.php(1695): Ca in /var/www/html/OST-Jobs/include/class.orm.php on line 3456, referer: http://192.168.4.10/OST-Jobs/login.php

[Sat Oct 19 22:01:35.245780 2019] [php7:error] [pid 4477] [client 192.168.4.4:56904] PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: SELECT A1.id, A1.form_id, A1.type, A1.label, A1.required, A1.private, A1.edit_mask, A1.name, A1.configuration, A1.sort, A1.hint, A1.created, A1.updated, A2.id, A2.type, A2.deletable, A2.title, A2.instructions, A2.notes, A2.created, A2.updated FROM ostjobs_form_field A1 LEFT JOIN ostjobs_form A2 ON (A1.form_id = A2.id) WHERE A1.form_id = 2 ORDER BY A1.sort ASC in /var/www/html/OST-Jobs/include/class.orm.php:3456\nStack trace:\n#0 /var/www/html/OST-Jobs/include/class.orm.php(3511): MySqlExecutor->execute()\n#1 /var/www/html/OST-Jobs/include/class.orm.php(1991): MySqlExecutor->getRow()\n#2 /var/www/html/OST-Jobs/include/class.orm.php(2035): ModelInstanceManager->{closure}()\n#3 /var/www/html/OST-Jobs/include/class.orm.php(2014): CallbackSimpleIterator->next()\n#4 /var/www/html/OST-Jobs/include/class.orm.php(2023): CallbackSimpleIterator->rewind()\n#5 /var/www/html/OST-Jobs/include/class.orm.php(1695): Ca in /var/www/html/OST-Jobs/include/class.orm.php on line 3456

Stuck again 🙁

rsclmumbai

@KevinTheJedi config seems to be fine.
location: /var/www/html/OST-Jobs/includes/ost-config.php
permissions: 666

Migration has gone thru successfully.
I'm able to open the login page here http://192.168.4.10/OST-Jobs/scp/login.php
After entering login credentials, I get ERROR 500.
Apache error logs show:

[Sat Oct 19 22:16:59.655546 2019] [php7:error] [pid 3141] [client 192.168.4.4:57044] PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: SELECT A1.id, A1.form_id, A1.type, A1.label, A1.required, A1.private, A1.edit_mask, A1.name, A1.configuration, A1.sort, A1.hint, A1.created, A1.updated, A2.id, A2.type, A2.deletable, A2.title, A2.instructions, A2.notes, A2.created, A2.updated FROM ostjobs_form_field A1 LEFT JOIN ostjobs_form A2 ON (A1.form_id = A2.id) WHERE A1.form_id = 2 ORDER BY A1.sort ASC in /var/www/html/OST-Jobs/include/class.orm.php:3456\nStack trace:\n#0 /var/www/html/OST-Jobs/include/class.orm.php(3511): MySqlExecutor->execute()\n#1 /var/www/html/OST-Jobs/include/class.orm.php(1991): MySqlExecutor->getRow()\n#2 /var/www/html/OST-Jobs/include/class.orm.php(2035): ModelInstanceManager->{closure}()\n#3 /var/www/html/OST-Jobs/include/class.orm.php(2014): CallbackSimpleIterator->next()\n#4 /var/www/html/OST-Jobs/include/class.orm.php(2023): CallbackSimpleIterator->rewind()\n#5 /var/www/html/OST-Jobs/include/class.orm.php(1695): Ca in /var/www/html/OST-Jobs/include/class.orm.php on line 3456, referer: http://192.168.4.10/OST-Jobs/scp/login.php

rsclmumbai

I think I managed to fix this issue also 🙂
The migration script is not changing the "_config" table > helpdesk_url
I manually changed the IP address and now it seems to be loading fine.
I'll test all functions thoroughly and update tomorrow.
If all goes well, I'll share a step-by-step guide, which can be of help to others.

Thanks!!

ntozier

Migration script? There is no migration script. There is an upgrade script and an install script.

Your problems appear to revolve around the fact that you are running the installer. You do not need to run the installer, as the product is already installed (because you moved it (and it's database) from server A where it was installed to server B).

Unless you are also doing an upgrade (from one version to another) then you do not need to run the upgrader either.

From your screen shot you appear to have downloaded a version from github. You should download from the website osticket.com/download and use that if you want to run the product.

rsclmumbai

@ntozier By Migration script, I meant the script which handles upgrade. My bad for the confusion...

I've managed to upgrade from osTicket (v1.9.3) to osTicket-v1.12.3 & migrated to a new server but since then I've been struggling with problems after problems.

New Server Environment:
Server: CentOS Linux release 7.6.1810 (Core)
Web Server: Apache/2.4.6 (CentOS) Server built: Apr 24 2019 13:45:48
PHP: PHP 7.3.5
MySQL: 5.5.60-MariaDB MariaDB Server

OSTicket: osTicket-v1.12.3

Migration & Upgrade Process

Copied MySQL data from old server to new server
Uploaded the "upload" folder from osTicket-v1.12.3.zip
Renamed folder "upload" to "OST", modified ost-config.php suitably, updated osticket url in mysql -> ost_config.helpdesk_url.
In ost-config.php changed this: define('OSTINSTALLED',TRUE);
Logged in via http://192.168.4.10:3100/OST-Jobs/scp/login.php -> works fine.
Followed the steps to upgrade from v1.9.3 to v1.12.3. all went well. Upgrade successful.

Issues faced:

Every time I login I get this error in apache error logs
[Mon Oct 21 14:09:48.941730 2019] [php7:warn] [pid 4595] [client 192.168.4.116:52684] PHP Warning: session_start(): Failed to read session data: user (path: /var/lib/php/session) in /var/www/html/OST-Jobs/include/class.ostsession.php on line 86, referer: http://192.168.4.10:3100/OST-Jobs/scp/login.php
I added to php.ini **session.save_path = "/var/lib/php/session"**. Restarted server. Did not help!
Ticket Time issue.
CentOS Server is set to Asia/Kolkata
http://192.168.4.10:3100/OST-Jobs/scp/profile.php#preferences is set to Asia/Kolkata.
But "create date" is around 2 hrs 48 minutes ahead of "Asia/Kolkata". Not sure why or how.
Users are frequently getting logged out of OSTicket without any reason. When they try to login again, they get a message "Authentication Required". Tried logging in with different usernames but getting the same message "Authentication Required". I restarted apache and login worked successfully. I've restarted apache about 7 times in the last 24 hours. Staff members call me saying they cannot login - I restart apache & ask them to login - it works fine.
Randomly I get emails with the following error. Upon checking MySQL, I find the tables to be available and looking fine.

Let me know if you need any other details from my side to help you in the debug process & thanks a ton for your continued help.

Thanks

KevinTheJedi

@rsclmumbai

Every time I login I get this error in apache error logs

Users are frequently getting logged out of OSTicket without any reason. When they try to login again, they get a message "Authentication Required". Tried logging in with different usernames but getting the same message "Authentication Required". I restarted apache and login worked successfully. I've restarted apache about 7 times in the last 24 hours. Staff members call me saying they cannot login - I restart apache & ask them to login - it works fine.

It appears that you are having Session issues with PHP. You will need to sort the Session issues out with PHP first and logins should work correctly after that.

Ticket Time issue.

Have you checked your Profile to see if your timezone is set to something else? Have you checked PHP's timezone? Also, have you checked MySQL's Timezones?

Randomly I get emails with the following error. Upon checking MySQL, I find the tables to be available and looking fine.

The first error is saying that the ostjobs.ost_content table does not exist.
The second error says that it cannot find the content_id column in the ost_content table.
The third error says that it cannot find the deletable column in the ostjobs_form table.
The fourth error says that it cannot find the required column in the ostjobs_form_field table.
The last error says that it cannot find the content_id column in the ost_content table again.

So with this being said it appears the tables/columns don't actually exist. If you can see that they exist then you most likely have the wrong TABLE_PREFIX configured in your configuration file. I can also see that the tables in the errors are different, as in, in some errors your tables start with ost_ and in the other errors your tables start with ostjobs_. So it looks like you have some discrepancies in your configurations that you need to sort out.

Cheers.

rsclmumbai

@KevinTheJedi Thanks for your detailed reply. Appreciate it.

Let's kill 1 issue at a time.

Ticket Time issue.

Have you checked your Profile to see if your timezone is set to something else? Have you checked PHP's timezone? Also, have you checked MySQL's Timezones?

I've checked these 4 places and all seemed to be aligned well.

CentOS timezone = IST (GMT+5.30)
PHP timezone = IST (GMT+5.30) Asia/Kolkata
MySQL timezone = SELECT TIMEDIFF(NOW(), UTC_TIMESTAMP); = 5.30
OST timezone = Asia/Kolkata
Screenshots attached for all 4.

This issue has had me puzzled like crazy.

Thanks!!

KevinTheJedi

@rsclmumbai

You should explicitly set Asia/Kolkata in all timezone options. Looks like your PHP INI has date.timezone = Asia/Kolkata so that's good, you just need to set your Profile timezone and set your MySQL timezones (yes there are two timezones in MySQL: @@GLOBAL.time_zone and @@SESSION.time_zone) via the timezone tables:

https://dev.mysql.com/doc/refman/5.5/en/time-zone-support.html

Cheers.

rsclmumbai

OSTicket Profile timezone is already set -- refer 1st screenshot.
Setting MySQL timezone now & update in a bit.
Thanks!!

rsclmumbai

MySQL timezone set using the following commands:
SET GLOBAL time_zone = '+5:30';
SET time_zone = '+5:30';
still no joy. see attached.