osTicket Upgrade won't work

kutscherd

My problem is that i wanted to upgrade osTicket, actual installed version is 1.10.1, the backend-interface suggests update to 1.10.7

This version doesn't seem to be available anymore, because if i go to the download-page the oldest version is 1.12.5

Is it even possible to upgrade from my actual version to 1.12.5?

Or is the only possibility to install new and restore db and files which were edited?
I watched the instruction video and read the documentation, i tried 3 times, but no upgrade-wizard...

Server-System is Ubuntu 18.04. (every uptodate)!
Thank you, hope to get an answer here!

ntozier

kutscherd Is it even possible to upgrade from my actual version to 1.12.5?

Yes. You can upgrade from any version starting at 1.6ST to current.

I would recommend that you upgrade to 1.14.1 the current stable.

kutscherd i tried 3 times, but no upgrade-wizard...

What do you see?
Are you getting any errors? (see PHP error logs)
Did you restore your /include/ost-config.php after wiping out and installing the new core code files?

kutscherd

ok understood, thank you.
The current version and what I see now is:

In the video and in the documentation it mentions that the upgrade-wizard should appear when i put the files in the osTicket directory, put my ost-config back into include and then go to "Dashboard" and "Information".

But there never appears the "Upgrader" like here in the video:

I must admit I didn't look for errors, which php-error-log?
I have to restore the ost-config.php after the Upgrade-Install? In the video on the official site I saw that it was put back before the Upgrade-Wizard starts, aren't it?

ntozier

If you uploaded OVER the files that already existed you do not need to restore the ost-config.php.
If you deleted the files in the site then you do.

Either way you will see the upgrader when you log into the SCP. So I would conclude that you must have uploaded the files in /upload folder to the wrong place / directory / site.

kutscherd

But if i overwrite the files and i don't move back the ost-config.php, the site won't work, arn't it?
Because there are some DB-Configurations in the ost-config.php (MySQL-Login Info for example)!

I was putting the files from the upgrade/upload folder into my var-directory: /var/www/html/osTicket
There you can see the same folder-structure and files:

ntozier

If you over write you do not have to restore the /include/ost-config.php because it is not over written as there is no file by that name in the folder.

kutscherd

Understood, i will try again! thank you

kutscherd

ok i am sorry but i dont get it.
i downloaded osTicket-v1.14.1, moved with scp to the server into the tmp-directory.
Then i moved all the files and directories with "mv-i * /var/www/html/osTicket" .
Then i wanted to change do dashboard in the adminpanel, and no i am getting a blank whitepage....

kutscherd

it might be a better solution if i install a new server with v1.14.2 and then checkout the gitlab-rep. again...
i don't get the problem to be honest

ntozier

a white page indicates a PHP error and you would have to consult your PHP error logs to see what the error is.

kutscherd

ok i managed to keep it running and reached the Backend, after i moved the damn files i still only see this:

Still no Upgrade, no nothing....

i tried to upgrade to 1.14.

KevinTheJedi

@kutscherd

You might be replacing the files in the wrong directory OR you're not downloading the latest code. Once you download the latest code from our website, you can move all the files out of the current osTicket directory to a backup directory, unzip and move the new files in, copy over your old ost-config.php file to the new include/ folder, and login. Once you login you should see the Upgrade Wizard. If not you are definitely doing something wrong.

NOTE:
Don't forget to backup the database so you can roll-back if you run into any issues.

Cheers.

kutscherd

i just move the files from the downloaded osticket-upload-folder into my directory "/var/www/html/osticket"
and with "mv -i" i replace everything which is need to replace.
i cant just move the whole directory content, it is a git-repository, and if i would do this, i also can install completely new, or not?

kutscherd

and as i said before i just miss the upgrade-manager, it seems that something has changed becuase the /setup directory is there again

KevinTheJedi

@kutscherd

i cant just move the whole directory content, it is a git-repository, and if i would do this, i also can install completely new, or not?

Is the git repo a clone of our repo or someone else's? If it's a clone of ours then you can simply fetch the latest code, checkout the v1.14.2 tag, and upgrade from there.

and as i said before i just miss the upgrade-manager, it seems that something has changed becuase the /setup directory is there again

What is the "upgrade manager" you are referring to? We've only had the upgrade wizard.

Cheers.

kutscherd

no its our own gitlab-repo!
that is one of the problems here, if we used yours would be easier, i agree...

yeah sorry meant the upgrade-wizard, which should appear if you go back to dashboard after moving the files into the /var/www-html directory