Hi @ghapios,
None of the 1.10.x versions require a database upgrade, so upgrading osTicket or osTicket Awesome is very easy.
Set the system to offline (Admin Panel > System)
Install osTicket 1.10.4
Rename the directory to something different. You might name it /osticket1.10.1.
Download osTicket Core v1.10.4, extract it on your computer and upload the /upload folder to your server.
Rename /upload to something different. In your case you might name your osTicket 1.10.4 installation to /osticket1.10.4
Copy your ost-config.php file from /osticket1.10.1/include to /osticket1.10.4/include.
Delete the /setup directory.
(If you have any customizations such as plugins, mods or email piping you will need to reapply them).
Visit www.yourdomain.com/osticket1.10.4 in your browser to make sure that everything worked. If you have any issues (such as permissions) you can check the troubleshooting page.
Install osTicket Awesome 1.10.4
Rename the directory to something different. In your case you might name your osTicket Awesome 1.10.1 installation to /osta1.10.1.
Download osTicket-Awesome-1.10.4-v1.0.zip, extract it on your computer and upload the /upload folder to your server.
Rename the /upload folder to whatever it is you’ve always used (/support, /helpdesk, /osticket, etc.)
Again, copy your ost-config.php file from one of the old installations into this one.
Log into the Staff portal and put the system back online.
Notes
Whatever you rename the folders to is completely arbitrary.
In the short-term you can easily get away with just installing osTicket Awesome 1.10.4 and not worrying about installing osTicket 1.10.4. But it is good to keep your core osTicket installation up-to-date for troubleshooting purposes. So I’m glad that you asked.
Once everything is working you can safely delete your old osTicket 1.10.1 and osTicket Awesome 1.10.1 installations.
Enjoy!