To successfully upgrade your osT+ installation, simply follow these steps:

  • find you current osT+ version in the column on the left hand side (see table below)
  • find osT+ version you are upgrading to in the top row (see table below)
  • follow the steps in the column & row cross reference cell – they are described in more details below the table
Your Current osT+ version Upgrading to osT+ v1.4.2
v1.4.1 [#1] Backup files and DB data
[#2] Download osT+ v1.4.2
[#3] Replace all files
[#5] Upload “ost-config” file
[#9] Upgrade DB – extra (admin panel)
[#8] Post-upgrade tests & clean up
v1.4.0 [#1] Backup files and DB data
[#2] Download osT+ v1.4.2
[#3] Replace all files
[#5] Upload “ost-config” file
[#9] Upgrade DB – extra (admin panel)
[#10] Update additional system settings
[#11] Update setting for the “default” input form
[#12] Create additional input forms (optional)
[#8] Post-upgrade tests & clean up
v1.3.1 [#1] Backup files and DB data
[#2] Download osT+ v1.4.2
[#3] Replace all files
[#5] Upload “ost-config” file
[#7] Upgrade DB (admin panel)
[#9] Upgrade DB – extra (admin panel)
[#10] Update additional system settings
[#11] Update setting for the “default” input form
[#12] Create additional input forms (optional)
[#8] Post-upgrade tests & clean up

1. Backup files and DB data

Before any system migration, major modification or update, it is important that you backup your website’s files and database. It’s also advisable to take the system offline (“Admin panel” > “System” > “Helpdesk Status”) during the upgrade process. While we try to ensure that the upgrade process is straightforward, we cannot guarantee it will be the case for every user. In case of any problems, it’s easy to roll back to the previous stable & working version so system backup step should not be skipped.

3. Replace all files

Once a backup copy is in place, you can remove all the files from the server and upload the content of the “ost-plus” folder from the downloaded osT+ archive.

4. (removed since no longer applies)

5. Upload “ost-config” file

Your custom “ost-config.php” file that holds database connectivity details must be uploaded to the server. It can be taken from the backup copy made in section 1:

  • Replace generic config file shipped with osT+ with your copy: \include\ost-config.php

6. (removed since no longer applies)

7. Upgrade database (admin panel)

This step is performed automatically. All you have to do is to navigate to the administration panel of your osT+ installation, e.g. “http://support.example.com/scp/” and login as an administrator. Once signed in, you will be presented with an upgrade notification screen which will explain and guide you further through the database upgrade process.

Notes:

  • custom database changes implemented outside of osT+ may cause an unexpected behaviour and prevent the automatic upgrade process from successful completion
  • once you’ve logged in as an administrator, you may receive some error message about some DB tables missing – this is as expected and should be rectified by the database upgrade procedure
  • javascript must be enabled

8. Post-upgrade tests & clean up

Once the upgrade process has been completed, you should browse the Staff & Admin areas to check all pages work as expected and there aren’t any unexpected errors. Additionally, try sending, viewing and responding to test tickets to ensure everything work as expected.

Once all tests have been successfully completed, carry out the following final steps:

  • Enable the help desk if it was disabled (“Admin panel” > “System” > “Helpdesk Status”)
  • Delete the entire “\setup” directory from the server

9. Upgrade database – extra (admin panel)

Frequently, new osTicket release which osT+ is based on comes with database upgrades which are described in step #7. However, there might be osT+ specific database changes which must be applied independently from osTicket ones. For compatibility purposes, database changes that exist only in osT+ and not in osTicket are applied separately, hence you may be prompted twice for “database upgrade”.

If it’s the case, just follow instruction and updates are applied automatically to your osT+ installation. As usually, backup of your data is strongly recommended.

10. Update additional system settings

Since osT+ v1.4.1, configuration options previously present in “ost-plus-config” file have been made easily accessible from within the administration area. These need to be updated only once and can be found on the following page:

SCP: Admin panel > Settings > Misc

Please refer to Installation Guide: Step 2 – Additional Options Configuration for detailed explanation of each option. Alternatively, you can quickly review each parameter by hovering over the “(?)” next to each option in the administration panel.

11. Update setting for the “default” input form

Since osT+ v1.4.1, input form definitions and settings previously present in “ost-plus-config” file have been moved to the the administration area. While upgrading, default form (“default”) is automatically created but it’s missing number of parameters which must be updated so the system works correctly. Input form settings can be found on the following page:

SCP: Admin panel > Manage > Input Forms

Please refer to the Setting Up Input Forms page for detailed explanation of each option. Alternatively, you can quickly review each parameter by hovering over the “(?)” next to each option in the administration panel.

12. Create additional input forms (optional)

This step is optional and allows setting up multiple input forms. It can be done by selecting “Add New Input Form” link on the following page:

SCP: Admin panel > Manage > Input Forms

You can read more about input forms in Configuration & Fine-Tuning tutorial and also about individual options on the Setting Up Input Forms page.