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Closed Ticket - Reopened as unassigned

February 9, 2017, 7:32 am
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Good morning,

I had an agent today close a ticket after replying. The end user replied back, which then put the ticket back in an open status but it went to the unassigned queue. I sort of assumed that any closed ticket that was re-opened would go back to the originally assigned agent. Is this how it works normally or is there some sort of bug/issue? It wasn't a huge deal to re-assign it but seeing as we send out an email when the ticket is assigned, I don't want to be spamming our end users if we don't need to be. Thanks much.
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Premade Replies

March 25, 2017, 1:54 pm
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Where can I change the default premade replies of the ticket?

Os Ticket 1.10
S/o: Debian 8
Apache 2.4.10-10
Php 5.6.26

Thanks
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Incorrect Time

March 23, 2017, 12:32 pm
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I have 2 issues in my fresh latest 1.10 stable install
a) in database time updation is correct . but in front end shows different time. Attached are the screenshots.
b) there are total 11 tickets i opened using agent and web interface . But only 5 getting displayed as total opened . In database its shows all 11.
 
Mysql table i am considering is ost_ticket.


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Closed Ticket - email Autoresponder

March 23, 2017, 4:35 am
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Hello,

How can i add Autoresponder for Closed Ticket?
i.e. "closed ticket" email template that I could customize and it would automatically send to the user.

Running on: osTicket v1.10 Web Server Apache/2.4.7 (Unix) MySQL 5.0.11 PHP 5.5.12 
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unable to see and count attached files in faqs and see on tickets

March 26, 2017, 9:06 am
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Im using osticket 1.9.15 and cant figure out why my attachement count is zero for all faqs and the same problem for my tickes but i see on my database records
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Slow query to open a ticket in OsTicket 1.10

March 26, 2017, 3:00 pm
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I have updated Osticket from 1.9.15 to 1.10 and now is very slow to display ticket information. It takes 9 seconds to display the data and mysql process is set to 60% of CPU. Is an index problem in the database?

Información del servidor
Versión osTicketv1.10 (901e5ea) —  Hasta la fecha
Servidor del Software WebMicrosoft-IIS/7.5
Versión MySQL5.7.1
Versión PHP5.6.27

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ticket lockout feature issue

February 28, 2017, 4:21 am
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Info:
osTicket Version  :v1.10 (901e5ea) — Up to date
Web Server Software :Apache Phusion_Passenger/4.0.10 mod_bwlimited/1.4
MySQL Version :5.5.44
PHP Version :5.5.38

ticket lock feature isn't working with V1.10. we had faced few conclusions recently after update.
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Issues after Upgrade 1.9.12 to 1.10

February 23, 2017, 1:10 am
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Info:
osTicket Version :v1.10 (901e5ea) — Up to date
Web Server Software :Apache Phusion_Passenger/4.0.10 mod_bwlimited/1.4
MySQL Version :5.5.44
PHP Version :5.5.38

i have some Issues 
  1. Blank Ticket :
  2. some tickets which were filtered & auto assigned, didn't have any content apart from user details & ticket info. where as received emails with content.
  3. in these kind of tickets we are unable to close it & link for assign & other buttons doesn't work in this case when we are into the ticket
User Search : Ticket Creation search
  1. Ticket Creation form : in Earlier version we were able to use our own variables <Client ID>, which was in use for searching for client selection
  2. User search : in old version we were able to search with our <Client ID> all the places in the system.
My ticket view:
  1. in old version agent was able to see only the ticket assigned to the them & other tickets in open ticket, but now it shows other ticket also
we had faced SMTP = STARTTLS Error issue then we had down graded php version to 5.5 from 5.6

Blank ticket :
image

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Problem with new ldap-auth plugin

March 24, 2017, 7:26 am
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Hello,

we upgraded our osticket from 1.9.14 to 1.10.
We had some trouble with the php update but now all is working fine.

There is still one problem with the ldap-auth plugin. We used in the 1.9.14 the auth-ldap 0.62 version. That works great with our 2012R2 DCs.
On the 1.10 we use the newest auth-ldap plugin 0.63 and we get it not running.

If i try to configure the plugin i always get the error:
Unable to connect any listed LDAP servers
Could not connect to DOMAIN-CONTROLLER:389:389: Unable to bind to server DOMAIN-CONTROLLER:389

We did not change anything on our DCs and all settings are the same like on 1.9.14 with auth-ldap 0.62.

Is it necessary to install any php modules or something like this? We updated our php from 5.5 to 7.0. Maybe there is something missing?
In osTicket -> Overview -> Information all php modules are installed.

It would be great if someone can help me.
Greeting


EDIT: i could save now the configuration. i had to enter manually the LDAP Servers. I did not enter the server because there is the information "not necessary if Active Directory is configured above".
But if i create a new ticket and enter a name from a domain user, the user is not found. Something is still wrong :(
So the authentication is working but the information lookups not.
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Ticket Thread Order

March 27, 2017, 6:56 am
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I am looking to change the order that the ticket thread is displayed in.  Currently it is displayed as oldest responses and activity at the top and newest at the bottom.  I would like it to be Newest at top and oldest at bottom.  Is there any way I can do this?  There is already a post about this for 1.9 however the lines you need to edit are no longer in that file.  I was wondering if someone knew where they might be or if there was maybe a setting I might have been missing.  Also is there any way to get the new post section to display above the ticket thread?
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Installation Help | Error : ERR_CACHE_MISS

March 26, 2017, 11:46 pm
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Hi,
  I am new to OS ticket and downloaded the version 1.10 and extracted the contents to the web folder. As per the installation instruction, i followed the procedure and i get the Basic Installation page, upon furnishing all the details (eg: Name, Email ID, password, DB name etc) i click on submit and after a while it shows me error "Confirm Form Resubmission" ERR_CACHE_MISS

Any help on this is highly appreciated.



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Deleting Guest Users Carried Over from 1.7

March 27, 2017, 7:20 am
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Hello All,

First post on the osTicket forums here, we recently upgraded our osTicket installation from 1.7 to 1.10 and are loving it so far. We just are looking for a way to remove certain guest user information from the system, such as misspelled email addresses and incomplete names, so the erroneous info doesn't come up when a user is searched for. We are also setting up AD Authentication in our upgraded installation and all of our clients will eventually login through that, but we want to preserve the correct "guest" accounts so they can still create a ticket if there is an issue with their AD account.

If anyone can help, wether it needs to be done through the database/backend or the frontend, it would be greatly appreciated!
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sso login with AD Assertion Client End points

March 27, 2017, 7:25 am
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I want to implement the sso for staffs using the assertion endpoints .  Tried a workaround by creating the staff object and set some session values, if the response from the ADFS server is success . It just opens the tickets page once as logged in .But clicking on any other links in the page ,the session is reset and showing the login page . I am not clear about the entire osticket login flow. How can i implement this ? 
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Filter Rule Criteria for Web Form IP Address

March 27, 2017, 8:01 am
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Hello All,

In our company we have multiple physical locations that we have set up as departments in our osTicket installation, and each physical location has it's own subnet on our network. I was wondering if it's possible to setup a filter that would assign a ticket to a department based on their IP address/subnet when they submit a ticket through the web form. Thanks in Advance!
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Reassign Tickets to an Accidentally Deleted Department

March 27, 2017, 10:44 am
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Hi All,

So, like an idiot, I was reorganizing our department structure and deleted a department without checking what tickets are attached to it. So, we are now missing half of our open tickets in the Agent Panel. I went into the database and saw all the tickets are still there, thankfully, but is there any way I can restore these department connections so that they will show up in the Agent Panel again?
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Unable to lock

March 21, 2017, 8:49 pm
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Your lock is expiring soon.
The lock you hold on this ticket will expire soon. Would you like to renew the lock?

Versión osTicketv1.10 (901e5ea) —  Up to date
Servidor del Software WebApache
Versión MySQL10.0.30
Versión PHP5.6.30
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OSticket 1.9.14 Daylight Savings time.

March 27, 2017, 11:23 am
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My tickets say an hour early to what actually time is. I see there have been a few tickets open about OSticket and the times being wrong.  I have read what I could find and tried their fixes with no luck.
Here is what I have checked:
PHP.ini>date.timezone = America/Chicago
osticket>admin panel>Default Time Zone GMT -6.0 - Central Time (US & Canada), Mexico City
osticket>admin panel>Agents>Default Time Zone GMT -6.0 - Central Time (US & Canada), Mexico City
osticket>my preferences>Default Time Zone GMT -6.0 - Central Time (US & Canada), Mexico City

Every setting reflects my time zone.  Selecting or Deselecting "Observe Daylight saving" has no effect.  The time doesn't change.  I am not sure where else to look, any help would be apreciated.

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[resolved] Issue with new ticket empty form

March 23, 2017, 9:52 am
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Installation of osticket

March 27, 2017, 1:23 pm
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Hi, actually I have an os ticked installed on a
virtual server (Debian 7.11). User can log in on this page :
http://ostickets.mydomain.com

I would like to make a new installation on the
same server (with an export of the current database but isolated) to
realise tests. Is-it possible ?

I have to realize this installation into the following page : http://ostickets.mydomain.com/dev

Do i Have to make a new installation of
ostickets? I imagine i have to copy some files of the current
installation but which of them ?

Thanks a lot.








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Change Sticky Bar

March 23, 2017, 9:20 am
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Is there a way to change the information that is displayed in the sticky bar?

osTicket Versionv1.10 (901e5ea) —  Up to date
Web Server SoftwareApache/2.4.4 (Win64) PHP/5.4.12
MySQL Version5.6.12
PHP Version5.4.12
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