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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

[resolved] OS Ticket Migration

My company just launched a new website with OS Ticket. This OS Ticket was attached to the old WordPress website before we make a switch. The new website is HTML 5 based. Currently, OS Ticket does not load with OS Ticket content and navigation. I want to successfully migrate OS ticket database to a new website, but I get these errors:

  1. php error – /support/ on line 78
  2. php error – /support/include/class.nav.php on line 321

If It does not load, it means the path not found. I don’t know where to look for. Any help is greatly appreciated. Thanks!



  • edited September 2016
    Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.

    Those are not PHP errors, or best case they are PART of the error.  We need the whole error to be of any assistance.  osTicket does not "attach" to Wordpress, they are separate and distinctly different products with no integration.  Also you haven't provided us with any information regarding your server configuration.

    note: this does not appear to be a Suggestion or Feedback, moving thread to installation and setup.
  • Hi there,
    Thanks for your reply. Here's my server configuration.
    cPanel    11.52.6
    Apache    2.2.31
    PHP    5.2.17
    MySQL    5.5.42
    Perl    5.10.1

    I attached a document with the files and screenshot.

  • edited September 2016
    First thing that I notice is that your version of PHP is not sufficient to run osTicket.  You should upgrade it to 5.4+.

    Version of osTicket?
    What OS are you running under?  It looks like a flavor of Linux.

    I'm going to go out on a limb here ands say that you or someone edited some of the core files.
    did you download the files of from

    Did you export your database from the old server?
    Did you import it into the new one?

    Did you have any plugins installed on the old server?
    Did you install them on the new server?
  • The edit might have done by someone before I took over the WordPress site.
    The new website was launched on Sept 6 and it has no plugins.

    I really want to migrate the old OS Ticket database to a new website, Right now it's not showing the OS Ticket web content and navigation.

    I still have an old OS ticket database but I didn't install a new one.
    I have exported my database from the old sever to my local desktop.

    What do you suggest for my next move?
  • This ->
    "First thing that I notice is that your version of PHP is not sufficient to run osTicket.  You should upgrade it to 5.4+."
  • It's PHP 5.4 now. What's next?
  • Answer all the other questions that I asked, and then see if upgrading PHP changed the errors that you are seeing in your PHP error log.

  • Thank you so much for taking your time to help me out.

    Did you export your database from the old server?
    Yes, the database is on my local desktop.

    Did you import it into the new one?
    I didn't import the database into the new one because I didn't any install the new version of OS yet. Do you want me to install the latest version of OS Ticket?

    Did you have any plugins installed on the old server?
    I removed the WordPress and plugins from the server. 

    Did you install them on the new server?
    I uploaded the new website to the same server.This new website does not have any plugins. This site is simply HTML based.

    I am seeing a new PHP error, this error repeats 50 times.
    [08-Sep-2016 15:42:37 America/Denver] PHP Fatal error:  Call to undefined function __() in /public_html/support/include/class.nav.php on line 321

  • If you are going to migrate osTicket from one server to another... you need to:
    export the database from the old server.
    import the database into MySQL on the new server.
    Copy the files from osTicket from the old server.
    Put them where they will get served by the webserver on the new server.

  • Sounds I have to install the latest OS ticket and import the old database to the new one. Can you confirm this?
  • Not at all.  (but you probably should)  "Copy the files from osTicket from the old server."
  • I already did that, but it created this issue, no OS ticket navigation and content. Just a blank screen - see screenshot in my previous post.
  • I guess my next step is to install the latest OS Ticket version?
  • What version of osTicket are you running now?

  • I don't know what version was. Is there anyway I can find this out?
  • You can try searching bootstrap.php for the string "THIS_VERSION"
  • It's version 1.9.8

  • I would upgrade to PHP 5.6 and see if that helps.
    If it does not I would upgrade to osTicket 1.9.14 and see if that helps.
  • You are right. I need to install the latest version because the link paths were broken to osTicket content. Hint. the blank screen of the support/index.php. Hopefully, the upgrade should reconnect the osTicket content, then import the old database to this new installation. In theory, everything should be fixed.
  • Well let us know if you need more assistance. :)
  • The latest version is installed. It's failed to connect osTicket content and navigation, basically it's blank screen. Also I get this error:

    The error log shows [12-Sep-2016
    15:31:04 America/Denver] PHP Parse error: syntax error, unexpected end of file
    in /home1/flowpoin/public_html/helpdesk/include/class.translation.php on line

    do {
      if (PHP_SAPI != 'cli') break;
      if (empty ($_SERVER['argc']) || $_SERVER['argc'] < 2) break;
      if (empty ($_SERVER['PHP_SELF']) || FALSE === strpos ($_SERVER['PHP_SELF'], basename(__FILE__)) ) break;
      $file = $argv[1];
    } while (0);

    Line 922 is the last line of the code and it's an empty line. That doesn't make any sense.
  • Do you have any language packs installed?
    [did you before the migration, do you still?]
  • edited September 2016
    After the upload of a new website, I didn't install any language pack.   Back in July I uploaded the latest version osTicket on my server. I didn't encounter any issue.
  • Then I'm sorry but I have no idea what that error is about.
    You upgraded to PHP 5.6 right?

  • What do I do now?
  • Funny thing is the hosting is not reliable. I have asked the upgrade three times, each time it went back to the previous PHP 5.2. This morning I asked Bluehost again, it's now PHP 5.4. Now you wanted me to upgrade to PHP 5.6?

    I took a look at the log file. Please see the attached file.

    Thank you so much for your time to troubleshoot my problems.
  • edited September 2016
    Sorry I attached the wrong  file. On the browser, I get this error:

    The page isn’t working is currently unable to handle this request.

  • At this rate... I personally would find a new host.
    try upgrading to PHP 5.6.
    I see nothing in that log file that pertains to osTicket.
  • Hi there,

    Just wanted to say thank you for helping me out.

    I switched to PHP 5.6 this morning. Still see nothing. Is there anything  I need to enable on PHP 5.6?

    I checked the log file. See no big errors. Can you confirm this?
  • [13-Sep-2016 07:50:16] PHP Parse error: syntax error, unexpected T_STATIC in /home1/flowpoin/public_html/helpdesk/include/class.plugin.php on line 161

    Try re-uploading the file mentioned from the installation archive.
This discussion has been closed.