How to upgrade osTicket to 1.14.1

osTicket v1.14.1 is released today November 21, 2019, it’s open-source ticket system. You can find full release notes at https://github.com/osTicket/osTicket/releases. For osTicket version 1.14.1 PHP version 7.0 to 7.3, 7.3 is recommended. The process is the same as before just make sure you have a good backup of database and osTicket files.

The Upgrade process is very simple, I am doing 1.12 to 1.14.1

  • Make sure you have a good backup of Database and files of osTicket
  • Then put the system in the offline mode: by going to URL of your osTicket support ticket /scp/settings.php
  • Download the new version from https://osticket.com/download/ and choose the osTicket Core, v1.14.1 (Latest Release) don’t download any Languages or plugins, you can add them after to void issues with the upgrade.
  • Upload to your server v. 1.14.1 and replace current files/folders from the Upload folder from your downloaded, and exclude the script folder/files. Also, Maintain the directory hierarchy any changes could cause an issue with the upgrade process or something might not work well.
    • Optional: Script folder only needed if you are using remote piping, so if you are not using remote piping don’t upload.
  • Make sure NOT to replace your \include\ost-config.php which does not include in the download.

Make sure you have the correct permission, then go to the URL/SCP of the osTicket system and log in, you should see osTicket Upgrader, make sure your Prerequisites are all good, if any errors correct it, then click Start Upgrade Now

Then you will get Migrate to osTicket v1.14.1, click Upgrade now
My screenshot shows 1.14 because at the time 1.14.1 was not out. If you were to do an upgrade from 1.14 to 1.14.1 there is no database change so you will not see the upgrade screen.

If everything goes well you should see Upgrade Completed! screen

After the installation

Delete the /setup folder and update any customization you may have, test it, then once all is good you can put the system back online. Also, remove the write permission to \include\ost-config.php to secure your config. If you have customized PHP core files, those need to be re-applied after the upgrade. Also, make sure your plugins are good, if needed upgrade do so, make sure it supported version. Good luck

Also make sure to enable new feature Link and Merge tickets, by default it’s off

If you are looking at a list of open tickets you will see two new options:

Link: The ability to link tickets and Merge – the ability to merge tickets

Documentation on how to use it: https://docs.osticket.com/en/latest/Features/Ticket%20Merge%20&%20Link.html

If you have click on the ticket, then option for Link and Merge ticket are shown when clicked on the arrow next to gear icon:

Official documentation: https://docs.osticket.com/en/latest/index.html
Link to: Changelog and Community forum: https://forum.osticket.com/



How to upgrade osTicket to 1.12

osTicket v1.12 is released on April 24, 2019, it’s open source ticket system. You can find full release notes at https://github.com/osTicket/osTicket/releases. For osTicket version 1.12 PHP version 5.6 to 7.2, 7.2 is recommended.

Upgrade process is very simple, I am doing 1.10.4 to 1.12

  • Make sure you have a good backup of Database and files of osTicket
  • Then put the system in the offline mode: by going to /scp/settings.php
  • Download the new version from https://osticket.com/download/ and choose the osTicket Core, v1.12 (Latest Release)
  • Upload to your server v. 1.12 and replace current files/folders from Upload folder from your downloaded, and exclude the script folder/files

Make sure you have the correct permission, then go to the URL/SCP of the osTicket system and log in, you should see osTicket Upgrader, make sure your Prerequisites are all good, if any errors correct it, then click Start Upgrade Now

Then you will get Migrate to osTicket v1.12, click Upgrade now

Then if everything goes well you should see Upgrade Completed

Delete the /setup folder and update any customization you may have, test it, then once all is good you can put the system back online. If you have customized PHP core files, those need to be re-applied after the upgrade. Also, make sure your plugins are good, if needed upgrade do so, make sure it supports the ent version. Good luck



How to upgrade osTicket to 1.11

update: this version no longer support please use 1.12 or latest

Finally, osTicket v1.11 is released open source ticket system, it has lots of new feature people been waiting for a long time. You can find official documents and a full list of all the features on here. Most important issues people had was PHP version too old in 1.10.4.  The osTicket v1.11 supports PHP version v5.6-v7.2.

How to upgrade from 1.10.4 to 1.11

  1. Make sure you have a good backup of Database and files of osTicket
  2. Then put the system in the offline mode: by going to /scp/settings.php
  3. Download the new version from https://osticket.com/download/ and choose the osTicket Core, v1.11 (Latest Release)
  4. Upload to your server v. 1.11 and replace current files/folders from Upload folder from your downloaded, and exclude the script folder/files
  5. Make sure you have the correct permission, then go to the URL/SCP of the osTicket system and login, you should see osTicket Upgrader, make sure your Prerequisites are all good, if any errors correct it, then click Start Upgrade Now
  6. Then you should see Apply updates to database stream: core, click Upgrade Now
  7. If everything went well you should see Upgrade Completed

  8. Delete the /setup folder and update any customization you may have, test it, then once all is good you can put the system back online

That’s it if you have customized PHP core files, those needs to be re-applied after the upgrade. Also, make sure your plugins are good, if needed upgrade do so, make sure it supports the new version. one more thing, if using Language packs, you can find them at the osTicket website, those do needs to be updated.   You will find many solutions to the problem in a forum where people report and help out each other. Please read your error message and logs of your system web server, PHP, osTicket, it gives many ideas about why things are not working. Many of them due to the PHP version not supported. If you were to get help from the forum, please include your system information, like osTicket, PHP version, web server, and remember forum support is free, so don’t order/demand to fix your issues.  They do offer paid support if you wish to pay for it.  Thank you very much to the osTicket team for their hard work on keeping osTicket System up to date.



How to upgrade osTicket to 1.10.4

The osTicket is a great truly open source ticket system, you can customize to fit your business needs. If you are running an older version of osTicket, it’s best to keep up to date with stable releases to keep your ticket system protected. If you wait too long for an upgrade and newer version have many changes then it would get harder. The upgrade process is about the same for most version unless major version which might have database changes and it will run the upgrade script. Here is how to upgrade from version 1.10.1 to 1.10.4

  1. Make sure you have a good backup of Database and files of osTicket
  2. Then put the system in the offline mode: by going to /scp/settings.php
  3. Download the new version from https://osticket.com/download/ and choose the osTicket Core, v1.10.4 (Latest Release)
  4. Upload to your server v. 1.10.4 and replace current files/folders from Upload folder from your downloaded, and exclude the script folder/files
  5. Make sure you have the correct permission, then go to the URL/SCP of the osTicket system and login
  6. Delete the /setup folder and update any customization you may have, once all is good you can put system back online

That’s it, if customized PHP core files, those needs to be re-applied after the upgrade. If are using plugins, make sure it supports the new version. Most if not all open source project is fully customizable and downside to is keeping up to date with any customization been done to the core system. You will find many solutions to the problem in a forum where people report and help out each other. Please read your error message and logs of your system web server, PHP, osTicket, it gives many ideas about why things are not working. Many of them due to PHP version not supported. If you were to get help from the forum, please include your system information, like osTicket, PHP version, web server, and remember forum support is free, so don’t order/demand to fix your issues.

Note because 1.10.1 to 1.10.4 upgrade did not have any database changes so you will not see the upgrader screen. If you want you can run manually upgrader: /scp/upgrade.php, most likely you will see the message: “Nothing to do! System already upgraded to v1.10.4 with no pending patches to apply. ”

Common issues/solution:

error: Valid CSRF Token Required
solution: edit include/class.ostsession.php line around 191

catch (DoesNotExist $e) {
$this->data = new SessionData([‘session_id’ => $id]);
+            $this->data->session_data = “”;