From osTicket Wiki

Upgrade and Migration

We do not ship any upgrade/migration scripts at the moment. That said, we are working with osTicket community on the best way to upgrade or import data from previous versions including 3rd party helpdesk systems.

Getting ready

Before embarking on an upgrade or a migration mission, it is extremely important that you backup your site's database and if possible, also your site's files. We also recommend that you take the system offline momentarily during the process. While we try to ensure that the upgrade process is straightforward and painless, we can't guarantee it will be the case for every user. For this reason it is crucial that users take precautions in case of any problems. If the thought of upgrading your installation gives you the shake then feel free to contact us for help.

Upgrade

Please note that starting with v1.6, osTicket is a complete rewrite with new database schema and code base making it hard to simply upgrade from previous versions. Our objectives is to make upgrading from an earlier release as painless as possible going forward and support migration from "discontinued" versions.

Overwriting existing files

Download a patch package and simply upload the files to your web server, overwriting the existing files.This can be accomplished by uncompressing the patch package and then using an FTP client to transfer files in upload directory to your server, overwriting existing osticket files. For user using control panels like CPanel or Plesk, you can utilize the systems file manager to upload the patch package to your server then simply extract the package and overwrite existing files.

• Make sure you backup your site's database and files
• It is recommended that you take the system offline during the upgrade
• Maintain the directory hierarchy to make sure files are overwritten
• Do not upload files in scripts directory. Only useful for remote piping

osTicket v1.6 RC3 to v1.6 RC4

Upgrading from osTicket v1.6 RC3 to v1.6 RC4 simply involves overwriting your current installation.

• Using upgrade.sql, update the version number to 1.6 RC4. You can also manually change the version number.

osTicket v1.6 RC2 to v1.6 RC3

Just like the previous release candidate, upgrading from osTicket v1.6 RC2 to v1.6 RC3 simply involves overwriting your current installation. Once you've overwritten the files, rename config.php to ostconfig.php (config.php is found in root osTicket directory).

osTicket v1.6 RC1 to v1.6 RC2

Upgrading from osTicket v1.6 RC1 to v1.6 RC2 simply involves overwriting your current installation with the files in the proper patch package.

Migration

We plan on supporting data migration from previous versions of osTicket as well as 3rd party helpdesks in the near future. Please check the forums for up to date discussions on the subject.