osTicket

osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, organize and archive all your support requests and responses in one place while providing your customers with accountability and responsiveness they deserve.


Note

For this guide you should be familiar with the basic concepts of

License

osTicket is released under the GPL2 license.

Prerequisites

We’re using PHP in the stable version 7.2. Since new Uberspaces are currently setup with PHP 7.1 by default you need to set this version manually:

[isabell@stardust ~]$ uberspace tools version use php 7.2
Selected PHP version 7.2
The new configuration is adapted immediately. Patch updates will be applied automatically.
[isabell@stardust ~]$

You’ll need your MySQL credentials. Get them with my_print_defaults:

[isabell@stardust ~]$ my_print_defaults client
--default-character-set=utf8mb4
--user=isabell
--password=MySuperSecretPassword
[isabell@stardust ~]$

Your website domain needs to be set up:

[isabell@stardust ~]$ uberspace web domain list
isabell.uber.space
[isabell@stardust ~]$

Installation

To install osTicket we clone the current version using Git. cd to your DocumentRoot so the cloned folder will be under your html.

[isabell@stardust ~]$ cd /var/www/virtual/$USER/html/
[isabell@stardust html]$ git clone https://github.com/osTicket/osTicket.git .
Cloning into '.'...
(...)
[isabell@stardust ~]$

Configuration

Copy the configuration template.

[isabell@stardust html]$ cp include/ost-sampleconfig.php include/ost-config.php
[isabell@stardust html]$

After the installation you need to open isabell.uber.space in your browser to finish your setup.

Fill out your system settings, admin user and edit the following database settings:
  • MySQL Database: isabell_osticket
  • MySQL Username: isabell
  • MySQL Password from your MySQL credentials
[isabell@stardust html]$ chmod 0444 include/ost-config.php
[isabell@stardust html]$

Best practices

Security

Remove the setup directory.

[isabell@stardust html]$ rm -rf setup/
[isabell@stardust html]$

Updates

Note

Check the update feed regularly to stay informed about the newest version.

Check osTicket’s stable releases for the latest versions. If a newer version is available, you should manually update your installation.

Backup your config/ost-config.php file, delete everything else in your html directory.

[isabell@stardust ~]$ cd /var/www/virtual/$USER/html/
[isabell@stardust html]$ cp config/ost-config.php ~
[isabell@stardust html]$ rm -rf * .*
[isabell@stardust html]$ git clone https://github.com/osTicket/osTicket.git .
Cloning into '.'...
(...)
[isabell@stardust html]$ mv ~/ost-config.php config/
[isabell@stardust html]$

Finish the update by open isabell.uber.space in your browser.


Tested with osTicket 1.14.1 and Uberspace 7.4

Written by: Thomas Kammerer <https://kammerer.tk/>